Returns and exchanges policy

This policy applies to orders placed through the Philio online store.

Returns and exchanges within Greece and the European Union

For orders delivered within Greece or another country of the European Union, you may request a return or exchange within 14 calendar days of receiving your order.

Before sending the product back, please contact us and provide your order number, indicating whether you would like a refund or an exchange.

After notifying us, the product must be returned without undue delay and no later than 14 calendar days from the date of your request, following the instructions provided by Philio.

Product returns and refunds

If you return a product because you have changed your mind, you are responsible for the return shipping costs and for ensuring that the product reaches us safely.

Returns sent with payment due on delivery will not be accepted. We recommend using a tracked shipping service, as Philio cannot be held responsible for products that are lost or damaged during their return.

Refunds are issued using the same payment method used for the original purchase. We may withhold the refund until we have received the returned product or until you provide proof that it has been shipped back.

If the entire order is returned under the right of withdrawal, the cost of the least expensive standard delivery method available at the time of purchase will also be refunded. Any additional cost resulting from the selection of a more expensive delivery method will not be refunded.

If only part of an order is returned, the original shipping costs will not be refunded.

Product exchanges

One free exchange is available per order for customers in Greece and the European Union.

For the first exchange, the customer will not be charged for returning the original product or for the delivery of the replacement. The exchange must be arranged using the shipping method and courier specified by Philio.

If the customer chooses a different courier or shipping method without prior agreement, the resulting costs will not be reimbursed.

All exchanges are subject to product availability. Any difference in price will be calculated before the replacement product is dispatched.

For a second or subsequent exchange relating to the same order, both the return and replacement shipping costs will be paid by the customer.

Condition of returned products

You may inspect a product in the same way that you would in a physical shop, without using it beyond what is necessary to determine its nature, characteristics and fit.

The product must be returned clean, unworn and undamaged, together with all accompanying items and, wherever possible, in its original packaging.

Footwear must not show any signs of wear on the soles or upper material. We recommend trying footwear on a clean, soft surface.

The customer is responsible for any reduction in the product’s value resulting from handling or use beyond what is necessary to inspect and try it.

Personalised products

Returns and exchanges are not accepted for products made according to the customer’s individual specifications or personalised specifically for them.

This exception applies only to genuinely customised products and not to all handmade Philio products.

Incorrect or defective products

If you receive a product that is different from the one you ordered or appears to be defective, please contact us as soon as possible. Include your order number and relevant photographs.

In these cases, Philio will cover the return and replacement costs. This policy does not limit the customer’s statutory rights regarding defective products or products that do not match the order.

Orders delivered outside the European Union

Returns and exchanges due to a change of mind are not accepted for orders delivered outside the European Union. International return shipping costs, customs duties and re-import procedures may exceed the value of the product.

This restriction does not apply if an incorrect or defective product has been delivered. In such cases, please contact us before arranging any return shipment.

Order cancellations

If you wish to cancel an order before it has been dispatched, please contact us as soon as possible.

If the order has already been dispatched, the return procedure described above will apply, provided that the order meets the relevant return conditions.