Frequently asked questions

Here you will find answers to the most frequently asked questions about Philio products, orders, payments, shipping and returns. If you need any additional information, please contact us.

Orders and products

When will my order be ready?

The estimated preparation or production time is stated on each product page. The required time may vary depending on the product and the season.

I need my order by a specific date. What should I do?

Please contact us before placing your order so that we can confirm whether it can be prepared and delivered by your required date.

Are all products handmade?

Most Philio products are handmade. Certain products or their bases, such as shoes, sandals and candles, are produced by our partner workshops in Greece and are then decorated or finished by Philio.

Due to the handmade process, there may be slight variations between two items of the same design. These differences are a natural characteristic of handmade products.

Can I request a modification or customisation?

Certain modifications or customisation options may be available upon request, depending on the product, the available materials and the required production time.

Please contact us before placing your order so that we can confirm whether your requested modification is possible.

Can I change or cancel my order?

You may request a change or cancellation within 6 hours of placing your order. Please contact us as soon as possible and include your order number.

After 6 hours, your order may have already entered the preparation or production stage, in which case changes or cancellation will no longer be possible.

Do you offer gift wrapping?

Yes. Gift wrapping is provided free of charge. We can also include a personal message for the recipient.

To request gift wrapping or add a personal message, please contact us and include your order number and the exact message you would like us to add.

Which payment methods do you accept?

You can pay by debit, credit or prepaid card through Viva, as well as through Google Pay, Apple Pay, PayPal, IRIS, a payment code through online banking, Viva Account or an available Viva payment point.

Cash on delivery and instalment payments are not available.

Shipping and collection

Which shipping methods are available within Greece?

Orders within Greece are shipped with Speedex or Box Now.

Shipping with Speedex costs €4, and the estimated delivery time is 1–3 business days.

Shipping with Box Now costs €2.50, and the estimated delivery time is 1–2 business days.

Delivery times are calculated from the date the order is dispatched, not from the date it is placed.

Do you ship internationally?

Yes. We ship internationally with DHL Express and Box Now, depending on the destination country.

Available shipping methods, estimated delivery times and shipping costs are listed on our “Shipping information” page.

Any customs duties, import taxes or customs clearance charges for destinations outside the European Union are the responsibility of the recipient.

Can I collect my order from Philio?

Yes. Collection from Philio is available free of charge from Monday to Friday, between 13:00 and 17:00.

If these days or times are not convenient, collection can be arranged by appointment.

Your order must be fully paid before collection. Standard order collection does not include the option to try on products.

Exchanges and returns

Can I return or exchange a product?

Returns and exchanges are accepted for orders within Greece and the European Union, subject to the terms stated on our “Returns and exchanges” page.

Before sending any product back, you must contact us and receive instructions regarding the return or exchange process.

Who pays the return shipping costs?

If a product is returned for a refund, the customer is responsible for the cost of sending the product back to Philio.

In the case of an approved product exchange, the customer will not be charged an additional fee.

Do you accept returns or exchanges from countries outside the European Union?

Returns and exchanges are not accepted for orders shipped to countries outside the European Union, as the return shipping costs and possible customs charges may exceed the value of the product.

How do I choose the correct shoe size?

At the bottom of our e-shop, you will find separate size guides for women’s and children’s shoes. Before placing your order, please consult the relevant guide to select the appropriate size.

If you need any additional assistance, please contact us before placing your order.

Bridal shoes

Can I try on the bridal shoes before purchasing?

Yes. Bridal shoe fittings are available at Philio by appointment only.

To arrange an appointment, please contact us by telephone or email. When contacting us, you may mention the designs and sizes you are interested in so that we can check their availability.

Product care

How should I care for handmade products?

The appropriate care method depends on the materials and type of product. Please follow any instructions stated on the product page or contact us if you need additional information.

As a general guideline, handmade jewellery and accessories should be protected from water, perfume, cosmetics and chemicals and stored in a dry place when not in use.

Wholesale and bulk orders

Do you accept wholesale or bulk orders?

Yes. We accept selected partnerships with physical retail stores, corporate orders and large personal orders.

The minimum order quantity is 20 items in total and applies to selected jewellery and accessories, March bracelets, Easter candles, Christmas charms and knitted products.

Prices, production time, payment terms and shipping costs are provided through a personalised quotation. Further information is available on our “Wholesale handmade products” page.

Contact

How can I contact Philio?

You can contact us by email or telephone:

Email: philiogr@yahoo.com
Telephone: +30 693 714 9673

We will be happy to assist you with any questions about our products or your order.