FAQ

FAQ

1. ORDERS ONLINE

How do I use my coupon code?

To activate your coupon code, you simply have to enter the code at checkout when placing your order online.

How do I cancel an order?

To cancel your order, please send an email to our customer service as soon as possible at [email protected] or call us on +3021 1418 4194.

I am facing some problems/technical issues on your website, what do I do?

Try to use a private/incognito browser and if that doesn’t work, please send us an email at [email protected] describing the issue. It would be very helpful for us, if you could also attach a screenshot to the email. Then we will handle the issue as soon as possible. You are also welcome to call us on +3021 1418 4194.

Can I redeem my gift card online and in physical shops?

Our gift cards bought online, can either be redeemed on our webshop Herminaathens.com or by visiting our showroom in Athens.

I have received a faulty item, what do I do?

Please send an email to [email protected] including some close-ups of the damaged jewellery along with your order ID, receipt or bank transcript, and we will handle the issue as soon as possible.

I have received an incorrect item, what do I do?

Please contact our customer service on [email protected] or +3021 1418 4194. Then we will try to resolve the problem as soon as possible. In this case, you are not responsible for costs associated with the return of the products. It is however imperative that you send us back the product using the indicated by us shipping method. We will not cover any cost caused by failure to do so.

Where are my items shipped from?

All our products are shipped from Athens, Greece.

How do I know that my order is registered?

Shortly after you have placed your order, you will receive an order confirmation by email. If you should not receive this email, please contact our customer service.

2. SHIPPING AND DELIVERY

When will I receive my products?

Once your order has been dispatched, you will receive an email with a tracking number. Our estimated delivery time within Attica-Greece is 1-2 days (Deliver Wow/DHL courier) , for Greek mainland islands is 1-4 days (ACS courier). For shipments to Europe the estimated time is 1-3 days (DHL Express) and for the rest of the world is 1-4 days (DHL Express). With registered post office is approximately 8-15 days. Please note that for shipment requiring custom’s clearance, delivery time might differ. It is also possible to take slightly longer during sales and holidays.

Can I track my order?

As soon as your products has been shipped, you will receive an email with shipping information and a tracking number. Please click the link in the email to track your order or enter the tracking number on the courier’s homepage.

How much will I be charged for shipping?

GREECE

For orders up to €75,00 = approximately €3,00

Orders above €75,00 = free shipping

REST OF EUROPE
For orders up to €125,00 with DHL express = approximately €11,00

with Registered Post Office = approximately €10,00

Orders above €125,00 = free shipping

REST OF THE WORLD

For orders up to €250,00 with DHL express = approximately €15,00

Orders above €250,00 = Free DHL shipping

I haven’t received my order, what do I do?

Please contact our Customer Service as soon as possible, so we can resolve the problem.

Your parcel is ensured against theft and accidental damage on its way from our stock room to your delivery address. When you sign for delivery, the responsibility for your purchased items is on you.

3. PAYMENT

Which payment methods do you accept?

We accept the following payment methods: Transferwise, Visa, EuroCard/MasterCard, American Express, Visa Electron, Mastercard Direct, PayPal, Bank transfer, Cash on Delivery (for Greece only), finloup instalments.

Learn more about finloup instalments here.

4. RETURNS AND EXCHANGES

What is your return policy?

You have the right to return your order within 14 calendar days from the date you receive your products. Please note that we are not able to offer free returns or exchanges. You are free to choose which shipment method to use when returning products to us, but the cost is born by you and it is your responsibility to ensure that the products reach us safely.

You can read more about our return policy in our Terms & Conditions.

How do I return or exchange my items?

To exchange a product, you will have to return it and place a new order. Please contact our customer service before returning the product. Unfortunately, it is not possible to exchange products purchased online in stores.
If you wish to return your products, please complete the return form on our website and send the jewellery to the following address:

Hermina Athens

Att. Costumer Care

Pl. Agias Irinis 4

105 60 Athens

Greece

003021 1418 4194

Can I return items bought on sale?

Yes, you can return sale products within 14 calendar days from the date you receive your products.

Will I be charged for freight when returning my items?

Unfortunately, we are not able to offer free returns or exchanges.

How long will it take to process my refund and will all sales taxes be refunded?

We are entitled to retain the refund until we have received the products. Please note that payment processing is beyond our control and it may take up to 14 business days for the credit to be applied from the day we have received the products.

If your order has been sent to a destination within the EU, all sales taxes will be refunded. Outside the EU, customs duties and sales taxes are non-refundable.

5. CUSTOMER SERVICE

When and how can I contact customer service?

You can contact our customer service on Tel.: +3021 1418 4194 or E-mail:

[email protected]. Our opening hours is: : Monday – Tuesday, Thursday – Friday: 9AM – 7PM, Wednesday: 9AM-6PM & Saturday: 10AM – 3PM.

How can I stay updated on your new collections, sample sales, etc.?

To receive news about our collections, events and sales, you simply have to sign up to our newsletter. You can unsubscribe the newsletter anytime.

6. REPAIRS

Can my jewellery be gold plated again?

Yes, we do offer this service. But please note, that the price for the gold plating service is €5 per piece + shipping cost which depends on country of residence. Please send us an email at [email protected] to arrange this service. You can also take your jewellery to any goldsmith or workshop to have it replated at your own expense.

My jewellery is damaged. What do I do?

Please send your order ID and description of the issue along with some close-ups of the damaged item to [email protected], and we will handle the issue as soon as possible. You are also welcome to stop by our showroom in Athens to have our staff assess the damage. Please note that wear and tear is not covered by us.

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