RETURNS & RETURN INSTRUCTIONS

Celestino offers you the right to return the entire order, or part of it, if the purchase does not meet your expectations.

The return process is considered complete once we receive the products, provided that the returned products meet the terms & conditions set by our return policy. Upon acceptance of your return, the value of the returned items is immediately credited as a 'Credit Balance' to your account. Your Credit Balance is immediately available for use in new orders, or you can request a refund by providing a valid IBAN code.

Please ensure that the following necessary conditions are met before proceeding to return your order:

• Include the completed return form in the package. This way, we can identify your order and understand the reason for the return, facilitating prompt processing.

If you've lost the return form, you can print it here or contact Celestino customer service at +302122144444.

• Check if the return is made within the specified deadline:
• Online purchase: 30 days from the order shipment date.
• In-store purchases:30 days from the purchase date.
• Products must be properly packaged, in their original condition, retain all labels, and special markings (tags/barcodes) have not been removed.

More information about the return policy and/or the right of withdrawal can be found under the Terms & Conditions.

Special Returns Conditions:

Some products cannot be returned due to special characteristics:

• Non-returnable products:
• Products with a red label, for hygiene reasons.
• Products marked as 'non-returnable/non-exchangeable'.
• Personal care items.
• Underwear where protective stickers are removed.
• Any product in special packaging that has been altered or opened (e.g., earrings).

Defective Products Returns

You have the right to return the products you purchased and request their replacement in all cases where:

• Delivered products are different or significantly vary from what you ordered.
• There was a defect in the product.

Contact Celestino at +302122144444 and [email protected]. During our communication, you will be asked to describe the product and its defects in detail, and then you will receive instructions from us about further action. The product must be returned with the original purchase receipt, in excellent condition, and with the packaging and documents that accompanied the product, so we can examine it.

When your return is processed, we will inform you if you are entitled to a refund or replacement (depending on the case). The refund will be made within 14 calendar days from the day we confirmed that you are entitled to a refund or product replacement. The refunded amount will cover, beyond the total value of the product, the shipping costs as well as the cost of returning the product and will be credited to your electronic wallet in your account. Please note that you retain all the consumer rights provided by the applicable law.

RETURN METHODS

Celestino offers the following free-of-charge return methods.

For returns made in ways not covered by our return policy, we reserve the right to refuse receipt of the return, while in case of acceptance, the costs are borne by the sender and a charge of 4,95€ will be applied. This charge will be withheld from the credit amount resulting from the value of the returned products.

1. ONLINE PURCHASES

ONLINE RETURNS

This service is available only to registered users.

To use the service, log in to your account, visit the 'My Account' section, and select 'New Return'.

Following the instructions, you can return your entire order or part of it using the following methods:

Return to a BOX NOW locker::

• Package the products you wish to return, ensuring to include the completed return form inside the package.
• You will then receive a Viber/SMS message with the access code for the Box Now locker of your choice.
• Place the packaged products for return in the chosen locker and close it.

Return to a Celestino store:

• Select the Celestino store of your choice from the map and visit the location during opening hours. View Celestino stores by clicking here
• For more information about the process, see section 3. RETURN TO A CELESTINO STORE.

Return to a branch of the courier company that handled your shipment:

• Pack the products you wish to return, making sure to include the completed return form inside the package. Then, visit any branch of the courier company that handled the delivery of your parcel, stating that it is a return to Celestino.
• The cooperating courier companies are the following:
  • Courier Center.View the stores here
  • ELTA Courier.View the stores here
  • Geniki Taxydromiki.View the stores here

2. VIA THE COURIER COMPANY FROM WHICH YOU RECEIVED YOUR ORDER

Package the products you wish to return, making sure to include the completed return form inside the package. Then, visit any branch of the courier company that handled the delivery of your parcel, stating that it is a return to Celestino.

The cooperating courier companies are the following:

• Courier Center.View the stores here
• ELTA Courier.View the stores here
• Geniki Taxydromiki.View the stores here

3. RETURN TO A CELESTINO STORE

You can return your products to any Celestino store in Greece with your purchase receipt and/or a completed return form. View Celestino stores by clicking here.

For online purchases, the physical store acts solely as a drop-off point for returns and cannot proceed with product exchanges/replacements or refunds.

Visit the store of your choice and a service employee will receive your return following the following process:

• Provide the purchase receipt or the completed return form to the store’s cashier.
• We will package the products for return and you will immediately receive a confirmation message via Viber/SMS with the details of your return.
• Your return will be sent immediately to the sorting center for processing.
• The value of the returned items, once checked and accepted, will be automatically credited to your account and you will be informed via Viber, SMS, or email with the updated credit balance of your account. The amount will be immediately available for use on new orders or for a refund request.

IN-STORE PURCHASES

For in-store purchases made in a physical store, you can return your products for free at any Celestino store, showing the purchase receipt or the exchange card.

For physical store purchases, a refund is possible ONLY at the store where the purchase was made. Product exchange is possible at any store of your choice.

For any queries, you can contact our Customer Service Department at +30 212 214 4444 or at [email protected].