Shipping Methods

1. Product Shipping

All orders are shipped to Greece and across Europe via FedEx to ensure safe and secure delivery to your destination. The delivery time is 14 days, as each item is crafted exclusively for you—from start to finish—with careful attention to detail and your personal needs. This process guarantees the highest quality and a truly personalized experience.For shipments to United States,local customs authorities may apply import duties,taxes,or handling fees.These charges are not included in our prices and remain the responsibility  of the recipient.

2. Product Exchanges

If you wish to exchange a product you purchased—and only if the product has not been used—you must notify us by phone at +30 694 284 9633, +30 698 182 8464 or by email at info@thirteenrills.com within 10 days of receiving your order. You must then ship the product within 3 days after receiving approval of your request.

To be eligible for an exchange, the product must be in its original condition—unused, in its original packaging (box and delivery bag), and accompanied by the purchase receipt or any other accompanying documentation.
Exchanges will not be accepted if the receipt or documentation is missing.
Exchanges are not accepted for products that are damaged, have torn packaging, or have had their tags removed.
No returns or exchanges are accepted on discounted items.
Shipping costs of the original order are non-refundable.

If you wish to request a refund, please contact us by phone at the above numbers.

Shipping costs for exchanges are covered by the customer. Returns are processed exclusively through FedEx.

Return packages must be sent to:
Thermaikou 40, Thessaloniki, 57013, Tel.: +306942849633, +30 6981828464

3. Incorrect Shipments

If the product you received does not match your order, please notify us by phone at +30 694 284 9633, +30 698 182 8464 or by email at info@thirteenrills.com within 5 days of delivery.
The product must then be returned within 3 days after receiving approval of your request.
In this case, the customer bears no cost for the replacement.

4. Defective Products

Our company thoroughly inspects all products during order preparation to ensure excellent quality.
In the rare case that you receive a product with a manufacturing defect, please contact us by phone or email at the details above.
After informing us about the defect, you will receive instructions for the return/replacement/refund process.

The defective product must be returned through our partner courier company (Geniki Taxydromiki) at our expense (recipient billing).
If you choose a different courier, shipping costs will be your responsibility.

If a replacement is deemed necessary and the product is out of stock, you may choose another product of equal value.