FAQ

If you have other questions contact us at [email protected]

Orders

How do I know when my order has been processed correctly?

Thank you for buying from ‘ergon Mykonos! Shortly after you have placed your order, you will receive a confirmation email including your order number and a summary of the products purchased. If you have not received the confirmation email for your order 24 hours after making the purchase, most frequently the reason is that there has been an error in the email address you provided or your order was declined or cancelled for a reason. In any case, please contact our customer service team at [email protected]. Please note that orders are shipped 1 or 2 business days after purchase, except for orders placed during the weekend or on a local holiday or orders that are made on demand. In those cases, orders are processed during the next business day. As soon as your order is shipped, you will receive a notification email, along with the tracking information.

How can I use a promotional code?

You can enter the promo code (make sure to write it exactly as it appears) before confirming the order and making the payment. Only one promo code can be used at a time. The codes will not apply to products on sale, unless otherwise specified. If you are reading this, you will be glad to know that we have a 15% discount code that you can use only on your first purchase. You can also apply it if you have never used it before.  

How can I track my order?

Access your shipping confirmation email to track your package and check delivery status. There should be a link in the email that will redirect you to the carrier website, where you can get an updated status of your order. If you have not received this email, check your spam folder. If you don’t find it there, please contact us at [email protected]

How do pre orders work?

When a product appears on pre-order, it means that it is still in production, yet available for purchase. Products on pre-order will be sent to customers as soon as the stock is ready. The estimated shipping date is specified on the product page. We will send emails with updates on the estimated delivery date or in case of delays. Pre-order products are paid with 30% downpayment and 70% .

If an item is out of stock how can I buy it?

We are sorry to hear that the item you want is out of stock. We produce each style on maximum 50 pieces and every style has its own tag with a unique number, i.e. 1/50. Products belonging to collections prior 2022 do not share the same tag. This is a policy that corresponds to our latest collection. If you wish to recreate a style that is out of stock and the maximum stock has been produced, you can find it available most probably on another pattern.

I have a problem with my order. What can I do?

Do not worry! For issues related to purchases, such as: order status, changes in delivery address, errors when placing the order, erroneous products, defective items, partial deliveries, etc., please send an e-mail at [email protected] and state the specific problem. 

When will I receive my order?

If your order contains one or more items in PRE-ORDER, ple

If your order contains one or more items in PRE-ORDER, please be aware that, as our company’s mission is based on sustainability, we send all items in one go once they are all ready. By doing that, we avoid contaminating too much – shipping multiple parcels at different times costs a lot in terms of sustainability. Thanks for joining us in contributing to a healthier planet!

ase be aware that, as our company’s mission is based on sustainability, we send all items in one go once they are all ready. By doing that, we avoid contaminating too much – shipping multiple parcels at different times costs a lot in terms of sustainability. Thanks for joining us in contributing to a healthier planet!

How can I ask for gift packaging?

If you wish to send a style as a gift and you want gift wrap send an email at [email protected]. Please note that we avoid using extra packaging unless it is made from our fabrics and meets the zero waste production that we are trying to achieve. Most of our gift wrap is made from wasted fabrics that are turned into bags. If you wish for an extra paper bag please mention it in your email.

Size and Care

How do I know what size I am?

You will find the size chart button and the availability for each size on every product page. You can also use the tool on our website to filter products by size. If you wish extra information about a style do not hesitate to send us an email at [email protected].

Is the fit true to size?

When it comes to fashion, the most important thing is to find the perfect fit. Although everyone is unique, we try to design clothing that provides maximum fit consistency within a range of styles.Style material and design affect the fit. You can visit the “SIZE CHART ” section to see the correspondence between international measures and for extra information read the additional description. If you are still having second thoughts about a style do not hesitate to send us an email at [email protected].

How can I take care of an ergon Mykonos style?

All our styles are made from 100% Greek cotton woven on the loom. Cotton has the easiest care. To preserve handwoven fabric longer we recommend using a gentle cycle or hand washing with mild liquid soap. Cool water will help keep colors strong, as with any cotton. Some styles though are best preserved using dry clean only.

Payments

We currently accept the following payment methods through our website:

We currently accept the following payment methods through our website:

– Visa

– Mastercard

– American Express

– Maestro

– PayPalExpressCheckout

Shipping

Do you ship worldwide?

You may enjoy your ‘ergon Mykonos from all over the world. All of our inventory is stored in our showroom in Athens (Greece) and can be shipped worldwide.**
* We are unable to deliver in APO, FPO or DPO addresses. Also, please note we cannot deliver to addresses containing a PO Box.

Do you offer free shipping?

Yes! We offer free shipping on all orders of 150€ and above.

How long does it take for my package to be delivered? How much do I pay for transportation costs?

Orders within the European Union usually arrive 1 to 2 business days after they have been shipped. International orders (outside the EU) arrive 2 to 4 business days after they have been shipped. We are working with DHL for such deliveries. We offer free shipping on orders for a total value of 150€ and above. Shipping fee is flat and goes as follows: for Greece is €4 – €6 and deliveries are made by Speedex courier services, for the European Union is €20, and for the rest of the world €20- €30 depending the place. Occasionally, some orders are delayed at customs, which increases the delivery time. If this is the case, contact us at [email protected]

** Please note that the estimated arrival date is calculated once the products leave our warehouse (you will receive a shipping confirmation email with the tracking details on this day). Available items ship approximately 1-2 business days after the order is confirmed. Pre-ordered items will ship around the estimated shipping date announced on our website.

Do I have to pay custom fees when I receive my package?

Please note that if the delivery address is in a country outside the European Union, you automatically become an importer. This means that your order will usually be retained in customs upon arrival in your country, waiting for the importer (you) to comply with the payment of duties and taxes. ‘ergon Mykonos is not responsible for the payment of these costs. In case you decide not to comply with the payments of said tariffs and reject the package, this will appear as a penalty fee of 90€ (from the costs of returning the goods to origin) that ‘ergon Mykonos will subtract from your refund. 

Returns

What is your return policy?

‘ergon Mykonos commits itself to propose a return within 14 days following the delivery date for any product bought on ‘ergonmykonos.com that would not fully provide satisfaction. Please note that products purchased on websites other than ergonmykonos.com won’t be eligible for return. The parcel has to be sent back to our showroom within 14 days after the return request submission. Our online staff, with the help of our Quality Support, will evaluate the product before proceeding with the return.

Please note customized orders cannot be returned.

Subject to the item being in the same condition as it was dispatched to you, we will refund you the price you have paid for the itemminus the cost of transportation-if any. Such refund will be made in the same way as your original payment method once the item has been safely received back to our showroom.

Items must be returned in the condition stated at time of purchase. The buyer is responsible for any return costs for shipping, packaging, insurance, duties and taxes.

Do you offer free returns?

Free returns are possible only if we have send you a defected style or we have mixed up your order with another style. In all other cases the buyer is responsible for any return costs for shipping, packaging, insurance, duties and taxes.

How can I return an item?

If you have changed your mind or are not fully happy with the styles you purchased, you will then be entitled to a refund or an exchange (where stock is available) within 14 days of receiving your order. Please ensure the items are in their original condition and haven’t been washed, worn or damaged. Free returns are eligible for Greece and EU only for defected styles. Before returning an item, please contact customer care either by email (including your order code) or by calling our customer service department at +302103249297 (Monday-Friday, 10:00am-18:00 pm, GMT+3).Once a request to return an item is received, we will send you a return label:

Marietta Karpathiou – Thiseos 20str.10562, Syntagma-Greece. Tel.: +302103249297

Returns from countries outside the European Union are accepted, ONLY IF YOU AGREE TO PAY THE CUSTOMS CLEARANCE COSTS:

For items costing up to 150 euros (including 24% tax), the amount of the customs clearance costs is 90 euros

For items costing from 150 euros to 800 (including tax 24%), the amount of the customs clearance costs is 120 euros.

How long will my refund take?

Please bear in mind that there are several steps in the return process. After your items are received in our showroom, they have to go through an inspection for approval of the refund, and once passed, they are re-entered into the system. If the return is approved, the refund is automatically processed according to your selection: Store Credit or Payment Method. Once the procedure is complete, you will receive a refund confirmation email. Generally, refunds are processed within the following week after receiving the return items. In some cases, especially during sales or in summer, when the volume of purchases is much higher, the process can be delayed because our logistics team has to open each package one by one for review. Therefore, the entire return process can take up to 21 business days from the moment we receive the package until the time the money is returned to your bank account: up to 6 days for processing and up to 15 days to complete the bank transaction.

How does a store credit work?

Store Credit (equivalent to a gift card) works as a unique code that gives you access to a given amount of money to spend on ‘ergon Mykonos. You will receive this code by email, usually after you have returned an unwanted item(s) and want to exchange it for another item(s). 

  1. i) How to use it? Add the items you want to your shopping cart. When confirming your purchase, enter your store credit code (exactly as it is) in the “promotional code” section. Store Credit works as a credit, so if you do not use it up, you can use the remaining amount for an upcoming purchase. If the price of your purchase is greater than the balance of your credit, you will simply have to pay the difference.
Can I return swimwear items?

Swimwear items are not returned.

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FREE SHIPPING
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