Refund & Returns Policy
If you have any questions about your order, returns or refunds, please contact us at sales@filotheijewelry.gr within 3 days of receiving your order.
Under EU distance selling regulations, you have the right to withdraw from your purchase within 14 calendar days of receiving your order, provided the item is returned unused and in its original packaging.
Important exceptions — the following cannot be returned:
Earrings (for hygiene reasons), any item that has been worn or used, custom / made-to-order pieces, unless the item is defective or we made an error with your order.
Defective items / wrong order
If your order arrives damaged or incorrect, please contact us within 3 days of delivery and include photographs. We will arrange a replacement or full refund depending on the situation.
Refunds
Once the returned item is received and inspected, the refund is processed via the original payment method within 7 business days. Shipping costs are non-refundable, unless the return is due to our error or a defective product.
Shipping Policy
Orders are shipped from Greece once payment has been processed.
Processing time
As all pieces are handmade, orders are typically prepared within 3–7 business days. If a product is marked “Ready to ship”, it will be dispatched the next business day. Orders are fulfilled in the order they are placed, so processing time may vary depending on current order volume.
Estimated delivery times
Greece (mainland): approx. 1–3 business days. Greek islands: approx. 2–5 business days. International: varies by country and service (typically 5–15+ business days). These are estimates and may be affected by peak periods, courier delays or customs clearance.
Combining orders
Multiple orders placed under the same name and address may be shipped together. Any excess shipping charge will be refunded.
Correct shipping address
Please ensure your shipping address is complete and accurate. If an order is returned to us due to an incorrect or incomplete address, or because it was not collected, we cannot reship without a new shipping charge. In this case, only the cost of the items will be refunded — not the original shipping fee.
Customs duties & import fees (outside the EU)
For orders shipped outside the European Union (e.g. to the USA), any customs duties, taxes or import fees are the responsibility of the buyer. These charges vary by country and are outside our control. An estimated amount will be shown at checkout.
FAQ
1. How long will it take to receive my order?
Orders are typically dispatched within 3–7 business days of payment being processed. If a product is marked “Ready to ship”, it will be sent the next business day. Orders are fulfilled in the order they are placed, so lead times may vary.
2. Do you accept custom orders or pre-orders?
Yes. Please get in touch via email at sales@filotheijewelry.gr to discuss what’s possible, availability and estimated turnaround time. Our pieces are designed and created through curated collections — this is what allows us to protect the materials, the handmade process and the results you see in the shop. Thank you for respecting our process and supporting handmade work.
3. Can I reserve a product?
We don’t currently offer reservations. Items are available on a first-come, first-served basis so that everyone has an equal chance. Thank you for understanding.
4. What materials do you use?
We use real dried and pressed botanicals. Some may be naturally dyed to extend the colour range. All our pieces are made with jeweller’s-grade two-part resin. We aim to keep it as clear as possible, though very small bubbles may occasionally appear — this is completely normal and part of the handmade process. All our jewellery is hypoallergenic, lead-free and nickel-free. Hooks and posts are either 14k gold-plated steel, 925 sterling silver or copper, depending on the design. If you have a known allergy, we recommend consulting a specialist before wearing.
5. The item I want is sold out. When will it be back?
Sold-out items have a good chance of returning in a future shop update or restock — though not all designs are restocked in every update, and some may return infrequently or not at all, depending on materials and availability. Follow us on Instagram for restock announcements: @Filothei_botanical_jewelry
6. The item sold out while I was checking out. What happened?
This can happen when more than one person has the last available piece in their cart at the same time. Items are not reserved by adding them to your cart — they are only secured once payment is completed. The item goes to whoever checks out first. As all our pieces are handmade, we can only produce a limited number each week.
7. My item looks slightly different from the photo. Why?
Every piece is handmade and every flower is unique — no two creations are exactly alike. We always aim to maintain a consistent style and finish, while letting the natural character of each flower show through. For earrings, we carefully select and match flowers so each pair is as balanced as possible. This small variation is part of the beauty of nature and handmade work.
8. Do you offer gift wrapping?
Not in the traditional sense. However, every order is carefully packaged and ready to gift — no extra wrapping needed. If you’d like us to include a note or message, just leave a note at checkout.
9. Do you ship worldwide?
Yes — we ship internationally, unless there are temporary restrictions for specific regions. Any such restrictions will always be clearly stated in the announcements at the top of the website and in the homepage banner.
10. Where is my order confirmation / shipping email?
Please check your Spam or Junk folder first. If you still can’t find it, make sure the email address entered at checkout was correct, then contact us at sales@filotheijewelry.gr with your name and order number (if available).
11. The tracking says “delivered” but I haven’t received anything. What should I do?
Couriers sometimes scan a parcel as delivered slightly before actual delivery. In many cases it arrives within 1–2 business days. Before taking further action, please check your letterbox, building entrance or any designated safe spot, whether someone else at your address received it, and with neighbours, a building manager or concierge. Then contact the courier or postal service directly and request proof of delivery. Please note: once a parcel has been collected by the courier, the delivery process is in their hands. We cannot accept responsibility for parcels lost or stolen after a confirmed delivery scan. If needed, please open a claim with the courier or your national postal service. If you’d like our help, email us at sales@filotheijewelry.gr with your order number and we’ll do what we can with the information we have.
12. I lost one earring. Can you send a replacement?
Unfortunately we’re unable to offer replacements for items lost after delivery. Once an order has been delivered, we cannot take responsibility for loss or theft. If the design becomes available again, you’re welcome to purchase a new pair from the shop when it restocks.
13. How to care for your resin jewellery
Avoid prolonged contact with water. We don’t recommend wearing your piece in the shower, bath or while swimming. A few drops won’t cause damage, but regular moisture can affect the resin’s appearance over time. Keep away from heat sources. Heat can soften the resin and make it appear tacky. This is usually temporary and reversible once it cools, but it’s best avoided. Protect from scratches. Resin is durable for everyday wear but can scratch. Avoid contact with sharp objects and don’t toss it loose in a bag with keys or coins. Wear with common sense. With a little care, your piece will stay beautiful for a long time. Cleaning: wipe gently with a dry or slightly damp soft cloth. Avoid cleaning products, jewellery cleaning solutions, alcohol, acetone, abrasive sponges or any harsh materials — these can dull or damage the resin.
