FAQ

Frequently Asked Questions (FAQ)

Orders & Production

  • How long does production take?

    All our pieces are made to order. Production time is indicated on each product page — typically 5–10 business days. Custom orders may require additional time depending on the request.

  • Can I make changes to my order after placing it?

    Changes to finish, size, or configuration can be accommodated within 24 hours of placing your order, provided production has not yet begun. If you need to make a change, please contact us as soon as possible and we will do our best to help.

Shipping

  • Do you ship internationally?

    Yes — we ship worldwide.


  • How long does delivery take?

    Shipping times depend on the carrier and destination. Based on past shipments, estimated delivery times after dispatch are:

    Estimated Delivery for destinations:

    Greece 1–4 business days
    Europe     4–12 business days
    North America     6–14 business days
    Rest of the World     6–18 business days.

    These are estimates and may vary due to customs clearance, local postal conditions, or other factors outside our control.


  • Will I have to pay customs duties or import taxes?

    It depends on your location:
  1. European Union: All prices include VAT. No additional charges at delivery.
  2. United States: Import duties are calculated and collected at checkout (DDP — Delivered Duty Paid). Local sales tax may apply depending on your state.
  3. Rest of the World: Prices are shown excluding duties and import taxes (DDU — Delivered Duty Unpaid). Any applicable customs fees are the responsibility of the recipient and are collected upon delivery by your local customs authority.

  • How are the products packaged?

    Each piece is packaged with care to ensure it arrives in perfect condition. Our packaging is designed to protect the fixture and its finish during transit.


Payments

  • What payment methods do you accept?

    We accept all major cards (Visa, Mastercard, Amex), digital wallets (Shop Pay, Apple Pay, Google Pay), Bank Deposit, Klarna (BNPL), and various local methods (iDEAL, Bancontact, BLIK, MobilePay).

  • Is my payment secure?

    Yes. All transactions are processed through Shopify Payments with SSL encryption and PCI DSS compliance. Your card details are never stored on our servers.

  • Can I pay via Bank Transfer?

    Yes. Our IBAN/SWIFT details appear at the final checkout step. Include your Order Number as the reference — your order ships once payment clears (1–3 business days).

  • Why was my payment declined?

    Here are the most common reasons for a declined payment:
  1. Incorrect card details — Please double-check your card number, expiry date, and CVV.
  2. Insufficient funds — Ensure your account has enough balance to cover the order total.
  3. International transaction blocked — Your bank may block cross-border transactions by default. Contact your bank to authorize the payment or try an alternative method (Shop Pay, Apple Pay, or a different card).
  4. 3D Secure / Additional verification — Some banks require extra authentication. Check your banking app for a pending approval notification.
  5. Card not supported — We accept Visa, Mastercard, Amex, Maestro, and UnionPay. Prepaid or virtual cards may be declined in some cases.

    If the issue persists, try an alternative payment method at checkout or contact us and we'll be happy to help.

  • Can I order as a business and receive a VAT-exempt invoice?

    Yes. If you are a VAT-registered business in the EU, you can enter your Company VAT number at checkout. Your number will be validated automatically against the EU VIES system. If valid, VAT will be removed from your order total (reverse charge mechanism applies — you are responsible for reporting and paying VAT in your country).

    After your order is placed, a VAT invoice will be available for download from your order confirmation page.

    Note: VAT exemption applies to cross-border EU orders only (i.e., your country must be different from our fulfillment location in Greece). Orders within Greece are subject to standard Greek VAT.

    For any other invoicing requests, please contact us directly.

Customizations

  • How do I order custom dimensions or finishes?

    Please visit our Customizations page for a full overview of what is available. For anything beyond the standard options, you are welcome to send us an inquiry via our Contact page.

  • Is there an additional cost for customization?

    Each request is considered individually. Please get in touch with the details of what you have in mind and we will come back to you with a quote.

Products & Materials

  • Do the finishes require maintenance?

    (Coming soon)


  • Do the fixtures come with a bulb?

    No — our fixtures are supplied without a bulb, allowing you to choose the light source that best suits your space and preference.


  • Are the fixtures suitable for outdoor use?

    Fixtures marked as outdoor are designed and rated for exterior use. Please visit our Outdoor collection for the full range.


  • Are the fixtures compatible with North American wiring standards?

    Yes — all our products are compatible with international wiring standards and can be used worldwide.

Returns & Refunds

  • What if my item arrives damaged or defective?

    We take great care in packaging every piece, but if your order arrives damaged or with a manufacturing defect, please contact us within 48 hours of receipt with clear photos of the item and packaging. We will arrange a replacement or full refund at no additional cost to you.

  • What if there is a problem with my order?

    We stand behind what we make. If something is not right, please reach out to us as soon as possible. For full details on our returns and shipping policy, please visit our Shipping & Returns page.

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