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    +30 2310 808159
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    [email protected]
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    Shipping Methods

    SHIPPING METHODS

    AXINAR SA offers you various shipping options for your products, trying to meet the needs of each customer. Below you will find the available shipping and pickup methods.

    Available Shipping Methods

    1. Shipping by Courier Company (ACS Courier)

    For packages up to 25 kilograms, we collaborate with ACS Courier for shipping your products throughout Greece.

    Delivery time: Delivery times are indicative and may vary depending on product availability, delivery area, and other factors. You will be informed of the estimated delivery time when your order is confirmed.

    Shipping cost: The shipping cost is calculated automatically during the ordering process and depends on:

    • The weight and volume of the product

    • The delivery area

    • Any special handling requirements (e.g., fragile products)

    The exact shipping cost is always displayed in the shopping cart before completing your order.

    Note: For certain products, additional charges may apply due to special packaging or transportation requirements. In these cases, the additional charges are mentioned in the product description and/or in the shopping cart.

    2. Transport Company for Large Packages

    For packages over 25 kilograms, or for bulky products and metal constructions, shipping is carried out by a specialized transport company.

    Basic charge: €30 — this applies to deliveries within Greece and specifically covers the cost of transportation to the nearest city from your address.

    Important clarification:

    These charges apply only to orders placed through our e-shop. For any other type of shipment or delivery request (e.g., pickups, contract-based transports, installations, etc.), customers are required to contact our company in advance, as we operate under the “Ex Works” (EXW) delivery term and shipping arrangements vary case by case.

     

    Important information:

    • Delivery is made to the entrance of the building or to the sidewalk.

    • For delivery inside the house or to a floor, there may be an additional charge and prior arrangement is required.

    • For difficult to access areas (e.g., islands, mountainous areas) or special cases, the transport cost is determined by agreement.

    Delivery time:

    The delivery time for large packages and especially for metal construction cannot be determined with accuracy, as it depends on various factors such as construction complexity, size, weight, delivery area, and availability of the transport company. We will contact you after submitting your order to provide you with an estimated delivery time.

    Note: For custom constructions and oversized items, transport costs may vary significantly based on the specific requirements of the product (weight, dimensions, special handling, etc.). In such cases, we will contact you before finalizing your order.

    3. In-Store Pickup

    You have the option to pick up your order free of charge from our company facilities.

    Pickup address: VIPA ORAIOKASTROU 57013 THESSALONIKI

    Pickup hours: Monday – Friday: 08:00 – 15:00

    Saturday & Sunday: Closed

    Pickup procedure:

    • You will receive an email or phone notification when your order is ready for pickup.

    • When picking up, please bring your order confirmation and ID.

    • In case of pickup by a third person, authorization is required.

    Preparation time for pickup:

    • For products in stock: You will be informed of availability when your order is confirmed.

    • For custom constructions and large-dimension metal constructions: The preparation time depends on various factors, such as the complexity of the construction, dimensions, and production workload. We will contact you to provide an estimate.

    Special Cases

    Shipping to Islands and Remote Areas

    For shipments to islands and remote areas, additional charges and longer delivery times may apply. The final cost is displayed during the order completion process, or we will inform you by phone after submitting your order.

    Shipping Large Constructions

    For metal constructions of large dimensions or special requirements, the transport cost and shipping method are determined on a case-by-case basis. We will contact you to agree on the best delivery method and related cost.

    International Shipping

    For international shipments, please contact us before submitting your order. The cost and available shipping methods vary by country and type of product.

    Order Tracking

    For shipments via Courier, you will receive an email with the tracking number once your order has been dispatched. You can track the status of your order via the link that will be sent to you.

    For shipments with a transport company, we will inform you of the progress of the delivery via email or phone.

    Responsibility for Damage During Transport

    1.1 Distribution of Responsibility

    Based on the “Ex Works” term, the distribution of responsibility for damage during transport is as follows:

    Our company is responsible for:

    • Appropriate packaging of products for transport

    • Good condition of products until the moment of delivery at our facilities

    • Providing the necessary documents to check the condition of the products upon receipt

    The buyer is responsible for:

    • Inspection of products before receiving them

    • Loading of products onto the transport vehicle

    • Transportation of products from our facilities to their destination

    • Customs clearance for export and import (where required)

    • All costs and risks of transport

    • Insurance of products during transport

    1.2 Transfer of Risk

    Based on the “Ex Works” term:

    • The risk is transferred from our company to the buyer at the moment the products are made available to the buyer at our facilities.

    • From that point on, all damages that may occur during loading, transport, unloading, or storage are solely the responsibility of the buyer.

    • Our company bears no responsibility for damages that occur after the delivery of products at our facilities.

    2. Damage Reporting Procedure

    2.1 Inspection Upon Receipt

    We recommend that the buyer or their representative carefully check the condition of the products before receiving them from our facilities. Specifically:

    • Inspect the packaging for external damage

    • Sample check the products for any defects

    • Confirm that the quantity and types of products match those listed on the documents

    2.2 Immediate Damage Report at Our Facilities

    If the buyer discovers any damage or defects in the products when receiving them from our facilities:

    1. They must immediately inform our company’s delivery manager.

    2. The damage should be recorded in detail in a damage protocol that will be signed by both parties.

    3. If it is confirmed that the damage existed before delivery, our company will proceed with replacement or compensation according to the terms of our product warranty.

    2.3 Damage During Transport

    For damages that occur after receiving the products from our facilities:

    1. The buyer must immediately contact the carrier and the insurance company they have chosen.

    2. It is recommended to record and photograph the damages upon delivery to the final destination, in the presence of the carrier.

    3. Our company can, upon request, provide supporting documents that prove the condition of the products at the initial delivery to our facilities.

    2.4 Time Limits for Reporting

    • For visible damages upon receipt from our facilities: Immediate report before removal of the products.

    • For hidden damages discovered after receipt: The buyer must follow the terms of the insurance coverage they have chosen.

    3. Recommendations to Buyers

    Based on the “Ex Works” term and for the better protection of your interests, we recommend:

    1. Transport Insurance: Take out appropriate transport insurance that covers all risks from the moment of receipt until delivery to the final destination.

    2. Inspection by Experts: Assign the inspection of products to specialized inspectors, especially for large or valuable orders.

    3. Selection of Reliable Carrier: Choose experienced and reliable carriers with expertise in the type of products you are purchasing.

    4. Documentation: Maintain detailed records and photographs of the condition of the products at each stage of transport.

    4. Communication

    For any questions regarding shipping methods or for special arrangements, please contact customer service:

    Phone: 2310808159

    Email: [email protected]

    5. Legal Validity

    These terms regarding responsibility for damage during transport are an integral part of our company’s general terms of sale and are governed by Greek legislation and the internationally recognized Incoterms® 2020 terms of the International Chamber of Commerce.

    Last updated: 14/05/2025

    PROCEDURE FOR UNDELIVERED PACKAGES

    1. Introduction

    As part of our commitment to effective service, we outline the procedure followed in case of non-receipt or return of shipped products.

    2. Cases of Non-Receipt of Products

    As all our orders are prepaid, cases of non-receipt are rare, but may arise in the following cases:

    • Absence of the recipient during the delivery attempt

    • Incorrect or incomplete shipping details

    • Refusal of receipt due to visible damage to the packaging

    • Inability to deliver due to access restrictions to the address

    • Return from customs authorities (for international shipments)

    3. Notification Procedure

    3.1 Customer Notification

    In case of inability to deliver a package:

    1. The partner transport company will attempt to contact the recipient according to its practices.

    2. Our company will receive notification from the transport company and will contact the customer via email and/or phone within 1-2 business days.

    3. The customer will be informed of the status of their order and the available options.

    3.2 Contact Information

    In case you do not receive your order or if you know in advance that you will not be available for receipt, please contact us immediately:

    4. Repeat Shipping

    4.1 Scheduling a New Delivery

    In case of failed delivery due to recipient absence:

    • We will work with the transport company to schedule a new delivery attempt.

    • The customer can request delivery to an alternative address within the same city, if they inform us in time.

    • For certain areas, there is the possibility of pickup from the store/agency of the transport company.

    4.2 Correction of Shipping Details

    In case of incorrect shipping details:

    • The customer is asked to provide the correct details as soon as possible.

    • Our company will forward the new details to the transport company.

    • There may be a small delay in delivery due to the change.

    5. Return of Products to Our Company

    5.1 Management of Returned Products

    In case a package is returned to our company:

    1. We will inform the customer via email within 2 business days of receiving the returned package.

    2. We will inspect the package to determine the condition of the products.

    3. We will discuss with the customer the available options:

      • Reshipping of the package (see section 5.2)

      • Cancellation of the order and refund (see section 5.3)

      • Replacement with other products of equal value

    5.2 Reshipping

    In case the customer chooses reshipping:

    • For returns due to recipient absence or incorrect details, our company may charge additional shipping costs.

    • For international shipments that were returned due to customs issues, additional documents or clarifications may be required before reshipping.

    5.3 Refund

    If the customer chooses to cancel the order after the package is returned:

    • The refund will be made to the original payment method within 14 days.

    • The refunded amount may not include the original shipping costs, especially if the non-receipt is due to the customer’s fault.

    • For products that are custom-made or personalized, the possibility of a refund may be limited and will be evaluated on a case-by-case basis.

    6. Retention of Undelivered Products

    Products returned to our facilities are retained for a period of up to 30 days, during which the customer must decide on the options mentioned in section 5.1.

    If the customer does not contact us within this period despite our communication attempts, the company reserves the right to manage the products at its discretion, without further obligation to the customer.

    7. Suggestions to Avoid Delivery Problems

    To avoid problems during delivery of products, we suggest:

    1. Accurate details: Provide accurate and complete shipping details when ordering.

    2. Alternative address: If you know you will not be available at the main address, please state an alternative delivery address (e.g., workplace).

    3. Contact details: Provide a mobile phone and an email that you use regularly.

    4. Delivery instructions: Include any special delivery instructions when submitting your order (e.g., intercom code, hours of availability).

    8. Communication

    For any questions regarding the delivery or non-receipt of our products, do not hesitate to contact the customer service department:

    Last updated: 14/05/2025