1. General Information – Company Details
This website and online store, https://emmanouelacosmetics.
Contact details: Telephone: +30 211 424 0938, email: info@emmanouelacosmetics.com.
Customer service hours are Monday to Friday, 08:00–16:00.
The use of the online store and the submission of an order constitute the unconditional acceptance of these Terms & Conditions, which govern the relationship between the Company and each visitor/user and customer. The Company reserves the right to amend these Terms & Conditions, with such amendments taking effect upon their publication on the website.
2. Order Procedure and Formation of the Contract
The display of products on the online store constitutes an invitation to consumers to submit an offer to enter into a sales contract. The customer's order constitutes an offer to enter into a sales contract. The contract shall be deemed concluded upon the Company's sending of an electronic confirmation of acceptance and execution of the order.
Before the final submission of the order, the customer is clearly informed of the main characteristics of the products, the total price (including taxes, fees and shipping costs), the available payment and delivery methods, as well as the right of withdrawal.
Before completing the order, the customer expressly acknowledges that placing the order entails an obligation to pay, through an appropriate indication during the checkout process.
3. Cancellation of an Order Before Shipment
Without prejudice to the statutory right of withdrawal (as set out in Section 4 below), the customer may request cancellation of their order, provided that the order has not yet been shipped.
The cancellation request must be submitted in writing by sending an email to the customer service address, info@emmanouelacosmetics.com, stating the order number.
The Company will confirm receipt of the request and whether cancellation is possible within a reasonable period of time. If the order has already been shipped, the customer may exercise their right of withdrawal in accordance with the provisions set out below.
4. Right of Withdrawal
In accordance with the provisions governing distance contracts under Greek Law 2251/1994 on Consumer Protection, as in force (implementing Directive 2011/83/EU), a customer acting as a consumer has the right to withdraw from the contract without giving any reason within fourteen (14) calendar days, without incurring any costs other than those provided for below.
The fourteen (14) day period begins on the day on which the customer or a third party designated by the customer (other than the carrier) acquires physical possession of the goods. In the case of multiple goods ordered in a single order and delivered separately, the period begins on the day on which the customer acquires physical possession of the last good.
4.1. Exercise of the Right of Withdrawal
To exercise the right of withdrawal, the customer must inform the Company of their decision by means of a clear statement. For this purpose, it is sufficient to send an email to the customer service address, info@emmanouelacosmetics.com, or a written statement by post to the Company's registered office.
The customer may, but is not required to, use the model withdrawal form provided in the Appendix to these Terms & Conditions and available on the website.
To comply with the withdrawal period, it is sufficient for the customer to send the withdrawal statement before the fourteen (14) day period expires. The burden of proof regarding the exercise of the right of withdrawal lies with the customer.
The Company will promptly send the customer an acknowledgement of receipt of the withdrawal request on a durable medium (e.g. by email).
4.2. Consequences of Withdrawal
In the event of a valid withdrawal, the Company shall reimburse the customer for all payments received, including delivery costs (excluding any additional costs resulting from the customer's choice of a delivery method other than the least expensive standard delivery method offered by the Company), without undue delay and in any event within fourteen (14) calendar days from the day on which the Company was informed of the customer's decision to withdraw.
The reimbursement shall be made using the same means of payment as used by the customer, unless otherwise agreed. The Company may withhold reimbursement until it has received the goods back or until the customer provides evidence that the goods have been sent back, whichever occurs first.
The customer must return the goods without undue delay and, in any event, within fourteen (14) calendar days from the day on which the customer communicated their decision to withdraw.
The direct cost of returning the goods shall be borne by the customer.
The customer shall be liable only for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics and functioning of the goods.
4.3. Exceptions to the Right of Withdrawal
The right of withdrawal does not apply, among other cases provided by law, to:
(a) the supply of sealed goods which are not suitable for return for reasons of health protection or hygiene and which have been unsealed after delivery. This exception applies to Foundation, Concealer, Lipstick, Lip Gloss, Glow Liquid Highlighter, Eyeliner, Mascara, etc., as well as products supplied in packaging with a protective film/seal, where the protective seal has been removed by the customer;
(b) the supply of goods made to the customer's specifications or clearly personalised;
(c) the supply of goods which, after delivery, according to their nature, become inseparably mixed with other items;
(d) the supply of goods which are liable to deteriorate or expire rapidly.
5. Statutory Guarantee – Liability for Defects
All products are covered by the statutory provisions concerning the seller's liability for actual defects and lack of conformity with the agreed characteristics, in accordance with the Greek Civil Code and consumer protection legislation.
In the event of a defective product, the customer retains all rights provided by law, including repair, replacement, price reduction or withdrawal from the contract.
6. Prices, Payment Methods and Delivery
The prices displayed include the applicable VAT. Shipping costs are indicated separately before the order is completed.
The available payment and delivery methods, as well as the applicable delivery times, are described in the relevant sections of the online store:
- Shipping Information
- Payment Methods
7. Protection of Personal Data
The processing of customers' personal data is governed by Regulation (EU) 2016/679 (GDPR) and Greek Law 4624/2019, as further specified in the Company's Privacy Policy.
7.1. Use of Personal Data
The online store records the personal data of users who complete an order, as well as those who have registered as users through the online store.
The collection of the above personal data is necessary for transactions between the Company and its customers, for the dispatch of orders and for the provision of specific services, such as order history, store offers, promotional material, etc.
The Company will not disclose a customer's email address or any other personal data to third parties for advertising or commercial purposes for any reason.
The user/customer may, at any time, request the immediate deletion from the online store's databases of all personal data they have provided, provided that they have ceased using the online store's services and there are no outstanding obligations towards the Company.
In any event, the Company provides controlled access to your personal data to its employees, and access by unauthorised persons to your personal data is prohibited.
Your personal data may, in specific circumstances, be disclosed to companies cooperating with the Company (e.g. courier companies) for the purpose of supporting, promoting and carrying out the business relationship with us and completing your order, always under conditions that fully ensure that your personal data is not subject to any unlawful processing.
7.3. Security and Confidentiality of Transactions
The Company recognises the importance of the security of your Personal Data and electronic transactions and takes all necessary measures to ensure the highest possible level of security.
All information transmitted by the user/customer to the Company is confidential, secure and private. The Company has taken all necessary measures to ensure that such information is used only to the extent necessary for the provision of the services.
The security of the online store is achieved through the following methods:
a. User identification through password
User identification is carried out through a combination of an email account and a personal password, which, whenever entered, provide secure access to your personal data through the “My Account” section.
You may change your personal password and email address as often as you wish. You are the only person who has access to your data through the use of the above credentials and you are solely responsible for keeping them confidential and protected from third parties.
In the event of loss or disclosure of your credentials, you must notify us immediately. Otherwise, the Company shall not be liable for the use of your confidential password by an unauthorised person.
b. Confidentiality of data transmission from the user to the online store server
The confidentiality of the transmission of your personal data is ensured through the use of SSL encryption protocol throughout our website.
Cookie Policy
a. Cookies on emmanouelacosmetics.com
Cookies are small amounts of information sent to your browser and stored on the customer's computer hard drive.
Cookies do not cause damage to the customer's computer system and do not affect its functionality. They facilitate navigation through the online store by storing your preferences.
Our information system will issue a cookie to your browser each time you access the website. Cookies facilitate your access to the website during future visits. They also allow us to monitor activity on our website and customise the content of the online store for you.
You can configure your computer to reject cookies by following the instructions provided by the manufacturer of the browser you use. In this case, you may not be able to use certain functions of our website or complete your orders.
b. Third-Party Cookies
During your visit, certain cookies from third-party companies/services may be issued, such as cookies used to access website traffic and visitor statistics (Google Analytics).
The above cookies do not contain personal data.
8. Applicable Law – Dispute Resolution
These Terms & Conditions are governed by Greek law.
The courts of Athens shall have jurisdiction over any dispute arising in connection with these Terms & Conditions.
Consumers may also resort to the European Commission's Online Dispute Resolution (ODR) platform (https://ec.europa.eu/