Shipping & Returns

SHIPPING METHODS AND DELIVERY COSTS

EMENNA offers prompt delivery of orders throughout Greece, Europe, and the rest of the world, in collaboration with private courier companies ELTA Courier and DHL.

SHIPPING COSTS:

GREECE: €3.50 with delivery within 1–2 business days. Free shipping for orders over €65.

EUROPE: DHL EXPRESS €20 with delivery within 3–5 business days. Free shipping for orders over €160.

OTHER COUNTRIES: DHL EXPRESS €49 with delivery in 3–6 business days. Free shipping for orders over €250.

Customs clearance charges, if applicable, are entirely the responsibility of the recipient.

The address you provide must be real and valid. In case of absence from the declared address or any changes to the declared delivery information, the customer is responsible for informing the courier in time; otherwise, the customer will bear the cost of re-dispatch.

EMENNA is not responsible for any delays due to force majeure or coordination between courier and customer. In Greece, during holidays or peak periods, delivery may take place within 3–4 business days.

RETURNS POLICY

The terms and conditions described in this policy apply to all products purchased from EMÉNNA’s online store via the website www.emenna.com. We are unable to process returns for purchases made from other sources. This policy applies only to products that are not on sale or offered at a discount.

At EMÉNNA, customer satisfaction is our absolute priority. If for any reason you are not satisfied with your purchase, we offer you the option to return products under the following conditions:

CONDITIONS FOR PRODUCT RETURNS

• Returns are accepted within 14 calendar days from the date you received your order.
• The product must be unused, in its original packaging, and in excellent condition without alterations, exactly as received, accompanied by all necessary documents (receipt, warranty, etc.).
• Returns are not accepted for products that have been opened or used for hygiene reasons.

Returns must be arranged by contacting our customer service at hello@emenna.com.
The return is made at the customer’s responsibility and expense, unless the return is due to our error or a defective product.

Please note that our company is not responsible for any loss during the return shipment of your product. We recommend choosing a secure and reliable shipping method and always keeping the shipping receipt and tracking number. EMÉNNA accepts no responsibility for lost or incorrectly delivered returns. In case of loss or non-receipt of the product, a refund is not possible.

Additionally, if you wish to return a product purchased as part of a promotional offer or discounted price (e.g., a bundle of 3 products), it is necessary to return all products included in the offer. A refund will only be processed once all items from the offer have been returned. For more information, please contact our customer service at hello@emenna.com.

DEFECTIVE OR INCORRECT PRODUCTS

If you receive:

• A product different from the one you ordered.
• A defective product or a product with visible damage upon delivery (see below).

You may request a free replacement, provided that you notify us within 24 hours of receipt and return the product in its original condition.

In cases where replacement is requested for personal reasons (e.g., change of mind or preference), the cost for return and reshipment is borne by the customer with a fixed fee of €10, covering shipping expenses.

Our company hands over orders to its contracted courier companies, which it selects at its discretion, in order to deliver the products to customers on time at the agreed location and time. However, it bears no responsibility for any damage or poor condition in which the products may be delivered, provided that they were dispatched from our warehouse in good condition and properly packaged. Furthermore, our company accepts no responsibility for any damage that may occur if the ordered products are delivered (by the shipping companies) to a third party other than the customer who placed the order through our online store, provided that this third party resides, stays temporarily, or operates at the same address indicated by the customer for the delivery of the order.

RIGHT OF WITHDRAWAL

According to European legislation for online purchases, the customer may exercise the right of withdrawal and return the product to the COMPANY at their own expense within fourteen (14) calendar days from the dispatch of the product. The 14-day withdrawal period begins the day after the customer acquires physical possession of the products. If you have ordered more than one product in a single order and these were delivered separately, the withdrawal period as described above begins on the day after the day on which the Customer acquired physical possession of the last item.

The right to return a product applies exclusively to items that are returned in their original condition, exactly as received. This means that the products must not have been used, opened, or damaged, and must remain in their original packaging, with all security tags intact and in place. Returns are accepted only if accompanied by the original purchase receipt and the product’s original tags. Otherwise, no refund will be issued. Returns of products that do not meet the above criteria — meaning they are not in the same condition as delivered — will not be accepted for a refund.

REFUNDS

Once your return has been approved, your refund will be processed:

• Using the same payment method you used for the original purchase (e.g., credit card).
• Within 5–10 business days from the date we receive and inspect the returned product.

If the receipt is lost or not provided, the customer may be charged the corresponding VAT on the product.

FOR RETURNS FROM ABROAD

Our company accepts returns of products from countries outside Greece under the following terms and conditions:

Eligible Returned Products

We accept returns only for products that meet the following requirements:

• They have not been opened or used.
• Their packaging is intact and undamaged.
• Returns are not accepted for products that have been opened or used for hygiene reasons, as well as for products that require special storage conditions (e.g., refrigeration).

Please contact us at hello@emenna.com so we can guide you accordingly, as the acceptability of the return will be assessed on a case-by-case basis.

If the original purchase was made by credit/debit card, the refund will be credited to the original payment method. Returned items must be accompanied by a shipping tracking number so they can be tracked, as refunds cannot be issued for lost or undelivered items. Please ensure you use a postal service that insures the value of the returned products and always obtain proof of shipment.

The company is not responsible for any additional customs fees or delays related to the return of products from countries outside the European Union.

DAMAGE UPON DELIVERY

For products received with damage to the packaging or contents (especially glass packaging):

• As soon as you receive your package and find that one or more products are broken, you must send an email the same day to hello@emenna.com, attaching a photo of the product and a description of the damage.
• Contact the courier service immediately within 24 hours of receipt.
• To be eligible for compensation for the damage, the products must not be removed from the parcel.
• Then, the parcel must be returned to the courier exactly as received, within 24 hours. Beyond this timeframe, replacement is not possible.

ORDER CANCELLATION

If you wish to cancel your order, the following applies:

1. If your order has not yet been shipped, you may cancel it by sending us an email at hello@emenna.com within one day from the order date, stating your order number.
2. If the order has already been processed and shipped, cancellation is not possible. Please contact our team by email at hello@emenna.com.