Return shipping costs are borne by the customer, unless the product delivered is incorrect, defective or damaged due to a proven fault of our company.

For security reasons, especially for jewellery and high-value items, returns must be arranged only after prior communication with our team. We may provide specific return instructions depending on the item and delivery location.

The right of withdrawal does not apply to products that have been made to order, personalised or modified according to the customer’s specifications.

This includes, but is not limited to, engraved items, resized jewellery, custom-made pieces, specially ordered products or items altered upon the customer’s request.

For hygiene, safety and product protection reasons, all returned jewellery and watches must be inspected before any refund, exchange or replacement is approved.

If you wish to cancel an order before it has been dispatched, please contact us as soon as possible at info@orabymavrommatis.com or by telephone at (+30) 2810 390234.

If the order has not yet been processed or dispatched, we will proceed with the cancellation and refund.

If the order has already been dispatched, the return procedure described in this policy will apply.

Orders for made-to-order, personalised, engraved, resized or specially ordered products cannot be cancelled once processing, modification or production has begun.

If you receive a product that is defective, damaged during transport or different from the item you ordered, please contact us immediately, ideally within forty-eight (48) hours from delivery.

Please include your full name, order number, photographs of the product and packaging, and a brief description of the issue.

Once the case has been reviewed and the issue confirmed, we will arrange the appropriate solution in accordance with applicable law, such as repair, replacement or refund.

The 48-hour notice period applies to defective, damaged or incorrect deliveries and helps us handle the case quickly and properly. It does not limit the consumer’s statutory right of withdrawal for online purchases.

To request a return, please contact us by email at info@orabymavrommatis.com and include:

– Your full name
– Your order number
– The product you wish to return
– The reason for the return
– Whether you request a refund, exchange or replacement

Alternatively, you may complete the return request form available below.

Please do not send any product back before receiving return instructions from our team.

• REFUNDS

Once the returned product has been received and inspected, we will inform you by email whether the return has been accepted.

If the return is accepted, the refund will be issued using the same payment method used for the original transaction, unless otherwise agreed.

Refunds are processed within fourteen (14) days from the day we are informed of your withdrawal. However, we may withhold the refund until we have received the returned product or until you provide proof that the product has been returned.

The company reserves the right to reduce the refunded amount if the product has suffered a reduction in value due to use, damage or handling beyond what is necessary to inspect its nature, characteristics and condition.

Exchanges may be accepted subject to product availability and after inspection of the returned item.

If the replacement product has a different price, our team will inform you of any price difference before proceeding.

For any return, exchange or cancellation request, you may contact us at:

Ora by Mavrommatis
Email: info@orabymavrommatis.com
Telephone: (+30) 2810 390234
Address: Idis 3, Heraklion, 71 201, Greece

 

Last updated: 12 June 2026