FAQs

You will immediately receive an order confirmation email. If you do not receive it within a few minutes, please check your spam folder. Still missing? Contact us to confirm whether your order went through.

Absolutely. You can request an invoice during checkout by entering your VAT number and company details.

We accept all major credit and debit cards (Visa, Mastercard, Maestro, American Express, Diners), Viva Wallet, and Cash on Delivery (available only for Greece & Cyprus, with no extra fees). If you have store credit, you may use it as well.

Absolutely. All transactions are processed securely through Shopify Payments and Viva Wallet, both PCI DSS compliant and encrypted with the highest security standards.

If your payment fails, your order is not confirmed. We recommend trying again with the same or a different payment method. If issues persist, contact your bank or reach out to our Customer Care team.

Yes, only for Greece and Cyprus, with no extra charge. Kindly note that Cash on Delivery is disabled for customers with two or more failed deliveries in the last 18 months.

Cash on Delivery is not available for orders over €250 (after discounts and coupons). If your order exceeds this amount, please choose one of the available prepaid payment methods, such as credit/debit card or Viva Wallet. This policy ensures secure transactions and helps prevent failed deliveries.

No. Discount codes are only valid with card or Viva Wallet payments.

Yes, as long as your order has not been shipped yet. To request a cancellation, contact us immediately at support@thefashionproject.gr or call +30 210 57 51000. Once dispatched, cancellation is no longer possible, but you may proceed with a return.

If your order has not been shipped yet, contact us as soon as possible. However, once your order is dispatched, the delivery address cannot be changed. In that case, we recommend cancelling (if still possible) and placing a new order.

Unfortunately, orders are processed automatically and individually for operational efficiency. We cannot combine multiple orders after they are placed.

For your convenience, speed, and accuracy, we strongly encourage placing your order directly through our website. This is the fastest, most secure, and efficient way to ensure availability and avoid mistakes in order details.
However, if needed, you may also place an order via phone or email with our customer care team. Please note that processing via phone or email may take slightly longer compared to placing your order online.

As soon as your order is shipped, you will receive an email with all the shipping details, including the tracking number and a direct link to the courier's website. This allows you to track your package in real-time through the respective carrier's tracking page.

Please note that it may take up to 48 hours for tracking information to become active after dispatch. If your tracking is still not updated after 48 hours, kindly reach out to us at support@thefashionproject.gr or call us at +30 210 57 51000, and we will promptly contact the shipping provider on your behalf.

We currently ship to Greece and Cyprus.

• Greece: BOX NOW, Courier Center, ACS
• Cyprus: BOX NOW, ACS Standard, ACS Express

• Greece: from €2 (BOX NOW) to €5.90 (ACS)
• Cyprus: from €6.90 (BOX NOW) to €16.90 (ACS Express)
  Shipping is free for orders over €69 in Greece and €120 in Cyprus (BOX NOW only).

• Greece: 1–3 business days (BOX NOW), 3–7 business days (Courier Center/ACS)
• Cyprus: 2–4 business days (BOX NOW & ACS Express), 7–15 business days (ACS Standard)

Orders placed before 14:00 (Monday to Friday) are shipped the same day. Orders placed after this time or during weekends/holidays are processed the next business day.

Yes. Once your order is shipped, you will receive an email with all shipping details, including your tracking number and a direct link to the courier’s tracking page.

• BOX NOW (Greece & Cyprus): Your parcel will remain in the locker for 72 hours from the moment you receive the arrival notification via SMS, email, or Viber. You can extend the storage time by an additional 24 hours directly through the BOX NOW platform if needed.
• ACS Store (Greece only): If you choose delivery to an ACS store, your parcel will stay there for 10 calendar days from the arrival date before being returned to our warehouse.

⚠️ For home delivery via ACS or Courier Center (Greece) and ACS (Cyprus), if delivery fails, the courier will attempt according to their policy. If unsuccessful, the package returns to us, and a new shipping fee applies for resending.

If delivery fails, the package is returned to our warehouse. A new shipping fee will apply for resending the order, regardless of the original order amount.

Yes. We do not deliver to:

• P.O. boxes
• Military addresses
• Locations not covered by our logistics partners

If in doubt about whether your area is covered, please contact our Customer Care team at support@thefashionproject.gr or call +30 210 57 51000 before placing your order.

You may return any item within 30 days from the shipping date, for any reason. All returns must comply with the following conditions:

• Items must be unworn, unused, and in their original condition.
• All tags, labels, and packaging must be intact.
• Footwear must be returned in its original undamaged shoe box.
• Returns must be initiated from the country where the order was delivered.

Returns that do not meet these conditions may not be accepted.

For full details, please refer to our Return Policy and Terms & Conditions.

You may choose between:

• Refund to your original payment method (card, PayPal, or IBAN in case of mixed payment with store credit), or
  
• Store Credit, which will be instantly available in your customer account and can be used for any future purchase.

Returns are managed exclusively through our online return form:
👉 rma.thefashionproject.gr
Returns without prior submission of this form will not be accepted.

The return fees cover both the shipping costs and all administrative handling related to processing your return.

• Greece:
  €5 for refunds to your original payment method.
  Free if you choose store credit or if the return is due to a faulty or incorrect product.
• Cyprus:
  €8 with BOX NOW or €9 with ACS (this fee is automatically deducted from your refund or store credit).
  There is no need to pay the courier upon return; the cost is handled internally and reflected in the refund amount.

We do not offer direct exchanges. If you wish to receive a different item, size, or color, simply proceed with a return and place a new order.

Refunds are processed within 14 business days after receiving and inspecting the returned item.

• Refunds are processed back to the original payment method (card ) if the order was fully prepaid with one of these methods.
• If you used store credit entirely or combined it with another payment method (split payment), your refund will be issued to your bank account (IBAN). In these cases, IBAN details are mandatory for processing the refund.

This is because store credit cannot be returned to a card or PayPal account. Therefore, any split payment involving store credit requires a bank transfer.

Please submit a return request selecting "Faulty Product". You do not need to upload photos during this step. Once we review your request, our Customer Care team will contact you directly to request any necessary photos or additional information. Upon confirmation, your return will be processed free of charge, and you may choose between a full refund or store credit.

This process ensures that we can assess the issue accurately while offering you seamless assistance.

Yes. For hygiene reasons, we do not accept returns of:

• Underwear
• Socks without sealed packaging
• Items that show signs of wear or damage

Store Credit is a balance in your customer account that can be used as a payment method for any future purchase. It is issued when you choose 'Store Credit' as a refund option during a return.

• Log in with your email and the one-time code sent to you.
• At checkout, your Store Credit will automatically appear as an available payment method.
• Simply select it and proceed with your purchase.

Yes. Store Credit is valid for 18 months from the date it is issued. After this period, any unused balance will expire automatically.

No. Store Credit is non-refundable and cannot be exchanged for cash or transferred to a card or PayPal account.

The remaining balance will stay available in your account for future purchases within the 18-month validity period.

You can pay the difference using a card, Viva Wallet, or Cash on Delivery (where available).

No passwords are needed. Simply enter your email address, and we will send you a one-time secure code to log in. Your account is automatically created when you place your first order or register manually.

For maximum security and simplicity. Our one-time secure code system keeps your data safe while offering a frictionless login experience—no passwords to remember or reset.

• View your order history
• Check your current and past Store Credit balance
• Track orders easily
• Access faster checkout
• Manage your personal details and preferences

No. You can check out as a guest. However, having an account unlocks full access to Store Credit, order tracking, and purchase history.

Yes. Once logged in with your email and the one-time code, your available Store Credit will display both at checkout and in your account dashboard.

Absolutely. We use industry-standard encryption and authentication processes. The one-time code login method is actually safer than traditional passwords.

No, we do not operate a physical retail store. The Fashion Project is exclusively online, offering a highly curated, seamless shopping experience from the comfort of your home.

Over two-thirds of our products are crafted in Greece and across Europe, by skilled artisans and family-owned workshops. The remaining production is sourced from select partners worldwide, based on the origin of raw materials, craftsmanship expertise, and production capacities.

All our workshops are carefully audited by us, ensuring compliance with the highest standards in ethical production and working conditions.

We are deeply committed to quality. Our materials are selected for their durability, comfort, and refined finish, always prioritizing sustainable choices wherever possible.

We are here for you.
📧 support@thefashionproject.gr
📞 +30 210 57 51000
Our Customer Care operates Monday to Friday, 09:00–17:00 (EET). We aim to respond to all queries within 24 business hours.

As we operate exclusively online, we do not offer try-ons. However, we provide detailed size guides, styling advice, and personalized assistance to help you choose the perfect item. Our easy returns policy ensures you can shop with peace of mind.