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Shipping & Processing

Delivery/shipping of products

1. Our company offers alternative ways of receipt and delivery of products for your convenience, as listed below. When you place your order, you are asked to choose how you wish to receive or how you want us to send you the products you have ordered. Depending on the way you have selected, the total final cost of your order is calculated. This cost will be used for the payment of your order and will be included in the order confirmation.

2 Time, Means, Place of Receipt/Delivery

The delivery time of your order is determined by its finalisation as well as the order confirmation e-mail received upon its completion.

i) Pick up of your order from our Distribution Centre at 7, Eleftherias street, Attiki PO 133 41 Greece during working days and hours i.e. Monday - Friday 09:00 - 18:00, excluding holidays.

ii) In case you wish your order to be dispatched to an indicated delivery address (there is a multiple delivery option as well, see section 8.2.ii d below), the delivery will be carried out:

a) By a partner transportation company, i.e. DHL Express for international deliveries (only within the EU) and ACS Courier for deliveries in Greece, excluding the Attiki prefecture (see full list or paragraph 8.1.ii b). Our company and its partners take all necessary steps to ensure the timely delivery of the order to the buyer based on the basic delivery schedule of each transportation company. We cannot guarantee neither the arrival time nor the exact delivery time of the ordered goods, as it depends entirely on the transportation companies that we collaborate with. Our company is not accountable for any delays caused by force majeure or unexpected events or events beyond its control. In the event of any delay, our company will make every possible effort to contact you in the ways mentioned in articles 6.5 ii) and 6.12 above. Our company is responsible for the proper delivery of your order to the carrier, and, from that point on, the liability lies with the buyer subject to article 524 AK. The transportation cost is defined by the pricing policy of each transportation company, which is solely responsible for shipping charges and which may alter the relevant prices at any time. YOLENI'S is not liable for any such pricing change.

b) With our company's vehicle, only for deliveries within the Attiki prefecture, Greece (see full list). Our company takes all necessary measures to ensure the timely delivery of the order to the buyer within its basic delivery schedule. We cannot guarantee neither the arrival time nor the exact delivery time of the ordered goods. Our company is not accountable for any delays caused by force majeure or unexpected events or events beyond its control. In the event of delay our company will make every possible effort to contact you in the ways mentioned in articles 6.5 ii) and 6.12 above.

c) In case you exercise the right of rescission under article 11, we encourage you to contact our Customer Care Team through the Contact us section, so that we can undertake the transportation of the products within the Attiki prefecture, Greece (see full list) or ask one of our partners to do so for other areas. In this case, the consumer will bear the return cost, but YOLENI'S will bear the responsibility of transporting the order from the delivery address to the carrier. Otherwise, the consumer bears both the cost and the responsibility of transportation if he/she chooses to return the products with a carrier of his choice. In case of return of defective products (provided that the conditions of article 13 on defective products or on the lack of agreed capacity are fulfilled), return must always take place after communication with our company, which undertakes both the responsibility and the transportation cost for the return of the products to the carrier.

d) Gifts orders:You can also order one or more gifts and send them to any recipient you wish within the European Union, simply by filling out the recipient's address and information in a special form on our website, so that the product can be delivered directly to him/her. You have the option of multiple deliveries to different destinations and to multiple recipients without restrictions. When sending gift parcels to other recipients, make sure the recipient can receive gift parcels and that, generally, the gift will not be considered undesirable for any reason, nor will it be rejected upon delivery, otherwise the product will be shipped to the billing address under the responsibility and expense of the buyer. Please note that in case of multiple shipments, it is not possible to pay with cash on delivery.

e) Please note that in case of collection from our Distribution Centre, or in case of account deposit as well as in the case of cash on delivery, our company retains ownership of the purchased goods until full and complete payment of the purchase price.

f)General Specification for all deliveries: Please note that deliveries are carried out only during working days (Monday-Friday excluding holidays) between (9.00 – 19.00 local time-except in the case of collection from our distribution centre, see 8.1. above) and with estimated delivery time within 10 working days.

g) Subject to any special charges for the transportation and delivery which will be expressly mentioned for a product listed on our website, the general pricing policy is the following:

A. Greek page/Place of Residence Greece selection

i) The shipping cost for orders within the European Union (delivery by DHL Express) excluding Greece, will be calculated automatically in the shopping basket page (depending on each order’s volumetric weight features) and will be included in your order request before the completion and payment of your purchase. In the case of orders delivered to remote areas or to hard-to-reach regions there is an “inaccessible destination fee”, which will be calculated according to each order’s volumetric weight features and charged as per the transportation company fees. You can easily check whether your shipping address is considered a hard-to-reach region from your shopping basket.

For more information regarding the services of DHL Express speed transportation, click here

ii) For shipping within the Attiki prefecture, Greece with our own transportation means (see full list), the cost per order is €3,90 (including VAT) or $5,4 or £3,3 depending on the currency in which the transaction is carried out.

iii) For shipping to the rest of Greece, the cost will be calculated automatically in the shopping basket page (depending on each order’s volumetric weight features) and will be included in your order request before the completion and payment (by ACS Courier). In addition to the above costs for orders delivered to remote areas, or islands, or orders delivered to hard-to-reach regions there is an “inaccessible destination fee” depending on each order’s volumetric weight features, which will be charged as per the transportation company fees. You can easily check whether your shipping address is considered a hard-to-reach region from your shopping basket.

For more information regarding ACS Courier’s courier services, click here

Please note that all the above-mentioned prices are subject to change at any time.

 

B. European Union Place of Residence -excluding Greece- selection (Austria, Belgium, Bulgaria, France, Germany, Denmark, Estonia, UK, Ireland, Spain, Italy, Holland, Croatia, Cyprus, Latvia, Lithuania, Luxembourg, Malta, Hungary, Poland, Portugal, Slovakia, Slovenia, Sweden, Czech Republic, Finland) or Other Countries (for customers outside the European Union)

i) The shipping cost for orders within the European Union (excluding Greece) will be calculated automatically in the shopping basket page (depending on each order’s volumetric weight features) and will be included in your order request before the completion and payment of your purchase (delivery by DHL Express) and your shopping basket must be over €50 or $70 or £42. In addition to the above costs, in the case of orders delivered to remote areas or to hard-to-reach regions there is an “inaccessible destination fee” of €9,9 $16 or £9 including VAT, depending on the currency in which the transaction is carried out, which will be charged as per the transportation company fees. In case you select a “Zone 2” country (Zone 2 countries are the following: Austria, Bulgaria, Denmark, Estonia, Ireland, Spain, Latvia, Lithuania, Malta, Hungary, Poland, Portugal, Romania, Slovakia, Slovenia, Sweden, Czech Republic, Finaland) as characterised by DHL Express, there is an extra order fee of €6,or $9, or £5 depending on the currency in which the transaction is carried out You can easily check whether your shipping address is considered a hard-to-reach region from your shopping basket.

For more information regarding the services of ACS Courier speed transportation, click here

ii) For shipping within the Attiki prefecture, Greece with our own transportation means (see full list), the cost per order is €3,90 (including VAT) or $5,4 or £3,3 depending on the currency in which the transaction is carried out.

iii) For shipping to the rest of Greece, the cost will be calculated automatically in the shopping basket page (depending on each order’s volumetric weight features) and will be included in your order request before the completion and payment (by ACS Courier). In addition to the above costs for orders delivered to remote areas, or islands, or orders delivered to hard-to-reach regions there is an “inaccessible destination fee” depending on each order’s volumetric weight features, which will be charged as per the transportation company fees. You can easily check whether your shipping address is considered a hard-to-reach region from your shopping basket.

For more information regarding ACS Courier’s courier services, click here

 

For deliveries outside the European Union, you may submit a wish request, by contacting our Customer Care Team via the Contact Us page section. Once you have selected “Other Countries” as your place of residence and your request is verified through a special procedure and deemed feasible, the approval of your order will be confirmed and your product(s) will be shipped. In case you reside in a country outside the European Union and desire delivery within a European Union country, please select delivery within the European Union and “Other Countries” as a place of residence and your order will be processed as a matter of course.

 

Please note that all the above-mentioned prices are subject to change at any time.

 

 

3. Free shipping

A. Greek page/Place of Residence Greece selection

i) Free shipping for deliveries within the European Union applies only to orders over €290 or $420 or £260 (including VAT and depending on the currency in which the transaction is carried out.), for deliveries within the Attiki prefecture free shipping applies only to orders over €40 or $60, or £35 (including VAT and depending on the currency in which the transaction is carried out.) and for deliveries within the rest of Greece, free shipping applies only to orders over €70 or $100 or £60 (including VAT and depending on the currency in which the transaction is carried out.) and for destinations excluding islands and that are not considered inaccessible. Free shipping excludes deliveries to “inaccessible destinations” and hard-to-reach regions within the European Union, where there will ba an additional “inaccessible destination fee” of €32, $46 or £28 (including VAT), depending on the currency in which the transaction is carried out. You can easily check whether your shipping address is considered a hard-to-reach region from your shopping basket

 

 

ii) This service is NOT applicable for countries outside the European Union (EU). For orders delivered to inaccessible destinations or hard-to-reach regions, the customer will be charged with the additional “inaccessible destination fee”, as per the transportation company fees (depending on the order’s volumetric weight features) (see article 8.2.g). You consent that the “inaccessible destination fee” is subject to change and that YOLENI'S does not bear any responsibility for any such change.

 

iii) For Free shipping to apply as mentioned in the article 8.3.Ai), (regardless of the form of payment or redemption), the respective sum should be covered by unique products, none of which should exceed 2 kg. Only if the above-mentioned amount is covered is it possible to add a product exceeding 2 kg to the order, in which case your total order will still be eligible for Free Shipping.

 

iv) For your convenience, upon completion of your product order, the remaining amount of the order to be covered for you to be entitled Free Shipping under the restrictions of paragraph iii) above, as well as the inaccessible destination fee will appear (in the basket of the order).

 

 

v) The Free Shipping service also applies when you use a Gift Card, discount vouchers, promotional codes and special offers, or/and if you use “Olives” from the Yoleni' s Olive Tree Loyalty Programme and the purchase of products amount to the Free Shipping limit outlined in the 8.3.A article above, subject to the restrictions of paragraph iii) above.

vi) The Free Shipping service also applies when you use discount vouchers, promotion codes, special offers mentioned in article 10.9 below (depending on the case and on the current promotional activities, as the service may not apply to certain promotional activities) for the purchase of products amounting to a total value of at least €60 (for Greece) and at least €140 (within the EU) subject to the restrictions of paragraph iii) above.

B. European Union Place of Residence -excluding Greece- selection (Austria, Belgium, Bulgaria, France, Germany, Denmark, Estonia, UK, Ireland, Spain, Italy, Holland, Croatia, Cyprus, Latvia, Lithuania, Luxembourg, Malta, Hungary, Poland, Portugal, Slovakia, Slovenia, Sweden, Czech Republic, Finland) or Other Countries.

i) Free shipping applies only to orders over 290€ or $420 or £260 (including VAT and depending on the currency in which the transaction is carried out.) within the European Union, except for delivery in “Zone 2 countries”. Zone 2 countries are the following: Austria, Bulgaria, Denmark, Estonia, Ireland, Spain, Latvia, Lithuania, Malta, Hungary, Poland, Portugal, Romania, Slovakia, Slovenia, Sweden, Czech Republic, Finland) as characterised by DHL Express, where there is an extra order fee of €6,or $9, or £5. In all above cases, deliveries to “inaccessible destinations” and hard-to-reach regions within the European Union are excluded, where there will be an additional “inaccessible destination fee” of €32, $46 or £28 (including VAT), depending on the currency in which the transaction is carried out.

For deliveries throughout Greece with ACS Courier there are no shipping costs. For deliveries to remote areas, or islands, or orders delivered to hard-to-reach regions there is an “inaccessible destination fee” depending on each order’s volumetric weight features, which will be charged as per the transportation company fees.

You can easily check whether your shipping address is considered a hard-to-reach region from your shopping basket.

 

ii) This service is NOT applicable for countries outside the European Union (EU). For orders delivered to inaccessible destinations or hard-to-reach regions, the customer will be charged with the additional “inaccessible destination fee”, as per the transportation company fees (depending on the order’s volumetric weight features). The Free Shipping service cannot be combined with the current promotional offers. You consent that the “inaccessible destination fee” is subject to change and that YOLENI'S does not bear any responsibility for any such change.

 

iii) For the free shipping to apply, the amount of 290€ or $420 or £260 (regardless of the form of payment or redemption) should be covered by unique products, none of which should exceed 2 kg (Greece excluded). Only if the above-mentioned amount is covered is it possible to add a product exceeding 2 kg to the order, in which case your total order will still be eligible for Free Shipping.

 

iv) For your convenience, upon completion of your product order, the remaining amount of the order to be covered for you to be entitled Free Shipping under the restrictions of paragraph iii) above, as well as the inaccessible destination fee will appear (in the basket of the order).

 

 

v) The Free Shipping service also applies when you use a Gift Card except if you use “Olives” from the Yoleni' s Olive Tree Loyalty Programme and the purchase of amount to 290€ or $420 or £260 including VAT and depending on the currency in which the transaction is carried out.) within the European Union and subject to the restrictions of paragraph iii) above.

vi) The Free Shipping service also applies when you use discount vouchers, promotion codes, special offers mentioned in article 10.9 below (depending on the case and on the current promotional activities, as the service may not apply to certain promotional activities) for the purchase of products amounting to a total value of at least €60 (for Greece) and at least €140 (within the EU) subject to the restrictions of paragraph iii) above.

4. If you are not at the delivery address to receive your parcel at the time of delivery, the distributor will leave an information note with instructions on how to collect your order. In this case, the risk of loss or damage of goods is transferred to the buyer, taking into account the vulnerability of goods as expressly mentioned in article 6.9 above. The distributor will attempt to deliver the goods up to 3 times, otherwise the goods will remain in the distributor's premises under your own responsibility and expense and under the carrier’s general terms of storage. In case you have asked to pay with cash on delivery and you have not communicated with our Customer Care Team through the Contact us section for the receipt of the goods within 3 days from the failed delivery attempt to you, your order will be automatically cancelled.

5. i) Furthermore, please note that products delivered outside the European Union (EU) may be subject to custom clearance and relevant fees; the company cannot be held liable for any other costs that may be added to these subject to different national legislations. We cannot know in advance what these charges may be; on the contrary, the consumer is in a better position to have knowledge or be aware of them or, at least, of the possibility of their existence and, for this reason, we recommend you check this possibility before placing an order on our website.

 

ii) Each country has its own customs policy, so you should first contact your local customs office for further information. Additionally, please bear in mind that, when ordering from YOLENIS.COM, you are considered the importer of goods and must observe all laws and regulations of the country in which you are receiving goods.

iii) The shipping cost for international destinations (excluding the European Union) is subject to the distinctive volumetric and weight features of each product and to the specific destination. As we process your order, you will receive prior notice of these details, and you will be made fully and properly aware of the cost incurred in the delivery of your order.

6. If the ordered product is not available due to force majeure or unexpected reasons for more than 30 days (after the order confirmation), for example due to, including but not limited to, production shortages or inability of the supplier to fulfil the order, our Customer Care Team will contact the customer to deal with the problem. First, the same product or a product with a different trade name or a product from a different category or a substitute product will be suggested to the consumer. If the customer does not agree to proceed to another purchase, full, interest-free refund will be offered within 30 days.

7. In our effort to maintain the quality and freshness of our products, we place small and frequent orders to our suppliers and we do not keep large stocks in our warehouse, thus reducing the extra delivery time from the supplier to the consumer. Since most of our products are fresh and without preservatives, some of them, depending on the environmental conditions, may often lose some of their weight before they reach the consumer, but without any induced alteration to their composition or any product defect.