Shipping policy

Shipping Policy

Last updated: 8 August 2026

Thank you for shopping with VVC IKE through viktoria-vigh.com. This Shipping Policy explains how we process, ship and deliver online orders, including international, B2B and collection-only orders. Mandatory consumer rights under applicable law remain unaffected.

1. Seller and Contact Details

Viktoria Vigh Consumables IKE (short name: VVC IKE)
Trading as: VVC SHOP Sitia
Address: Eleftheriou Venizelou 62, 723 00 Sitia, Crete, Greece
Email: viktoria@viktoria-vigh.com
Telephone, WhatsApp and Viber: +30 690 901 4360
Website: https://viktoria-vigh.com/

2. Shipping Destinations

We ship within the European Union and to many international destinations. Available destinations, delivery methods and shipping charges are shown at checkout. Delivery availability may depend on the product, destination, carrier service, legal restrictions and customs requirements. If your country or preferred delivery method is not available at checkout, please contact us before ordering.

3. Order Processing

We normally process orders within one business day after payment has been authorised. Processing times are estimates and may be longer during weekends, Greek public holidays, peak periods, severe weather, carrier disruption or when an order requires verification. Express delivery changes the carrier service level after dispatch; it does not necessarily remove processing time unless VVC IKE confirms this in writing.

If a significant delay occurs before dispatch, we will contact you using the email address or telephone number provided with your order.

4. Shipping Charges and Delivery Estimates

Available shipping services, charges and estimated delivery times are displayed at checkout where supported. Delivery estimates begin after dispatch and are not guaranteed unless VVC IKE expressly confirms a guaranteed service in writing. Remote-area delivery, customs clearance, public holidays and events outside our reasonable control may extend transit time.

Any shipping charge displayed at checkout covers only the delivery service described there. It does not include destination-country import duties, import VAT, customs charges, brokerage fees, storage fees or other government or carrier charges unless checkout or our written quotation expressly states that they are included.

5. Shipment Confirmation and Tracking

When tracking is available, we will send a shipment confirmation containing the tracking details supplied by the carrier. Tracking information may take up to 24 hours, and occasionally longer, to become active. Some local, collection or specialist delivery services may not provide online tracking.

6. Customs, Import Duties and Destination Taxes

Orders delivered outside the customs territory from which they are dispatched may be subject to import duties, import VAT, customs clearance charges, brokerage fees, handling charges or other taxes in the destination country. These amounts are not included in the e-shop product prices or standard shipping charges unless expressly stated at checkout or in a written quotation.

The recipient is responsible for complying with destination-country import requirements and for paying charges imposed by customs authorities, government bodies, postal operators, couriers or customs brokers, except where applicable law or an expressly agreed delivered-duty-paid service requires otherwise. VVC IKE cannot determine these charges in advance. Please consult the destination-country customs authority or a qualified customs or freight adviser before ordering.

Within the EU customs territory, customs duties generally do not apply to goods already in free circulation. VAT treatment depends on the customer, destination and transaction. Any VAT included in the final checkout price or invoice will be shown in the relevant order documents.

7. B2B Orders and Additional Trade Documents

Business customers must contact VVC IKE for a B2B quotation before placing an order through the online shop. Online retail prices do not include B2B administration or documents requested for commercial import, export, resale, freight forwarding or internal compliance purposes.

Unless expressly included in a written B2B quotation, the product price does not include:

  • customs or export documentation;
  • certificates of origin or preferential-origin documents;
  • legalisation, certification or chamber fees;
  • special commercial invoices, packing lists or customer-specific shipping documents;
  • internal shipping, vendor-registration, compliance or routing documents;
  • freight-forwarder, customs-broker, inspection, storage or handling charges; or
  • special packaging, labelling, palletisation, transport insurance or export services.

Document availability, lead time and cost depend on the product, destination and issuing authority. A certificate of origin is not automatically available for every item. VVC IKE will issue only documents that are accurate, lawful and supported by the relevant product and supply records.

For a B2B quotation, email viktoria@viktoria-vigh.com before ordering and provide your legal company name, registered address, company registration details, valid VAT or tax number, delivery destination, requested products and quantities, required documents and requested Incoterms® rule. VAT exemption or reverse-charge treatment applies only where all legal requirements are met and successfully verified. A promotional or trade discount code does not itself determine the correct VAT treatment.

8. EXW and Collection-Only Items

A limited number of products may be offered only for collection from VVC SHOP Sitia. This will be stated on the relevant product page, quotation, checkout information or order confirmation. Collection-only terms do not apply to other products unless expressly stated.

Consumer collection orders: The customer must collect the item from VVC SHOP Sitia, Eleftheriou Venizelou 62, 723 00 Sitia, Crete, Greece, during an agreed collection window. Delivery is not included. We will notify the customer when the order is ready. Risk passes when the customer, or a third party appointed by the customer other than a carrier offered by VVC IKE, physically takes possession of the goods. Mandatory consumer rights remain unaffected.

B2B EXW orders: Where expressly agreed in our written B2B quotation or order confirmation, delivery is EXW VVC SHOP Sitia, Eleftheriou Venizelou 62, 723 00 Sitia, Crete, Greece, Incoterms® 2020. The buyer arranges and pays for collection, loading, onward transport, insurance, export and import clearance, duties, taxes and related documents or services, unless the quotation expressly allocates a particular task or cost to VVC IKE. Because EXW may be unsuitable for some cross-border transactions, VVC IKE and the buyer may instead agree another Incoterms® 2020 rule in writing.

Please do not arrange a carrier or travel to collect until VVC IKE has confirmed that the order is ready and agreed the collection date, time, vehicle requirements and authorised collecting person. Identification and proof of authority may be required at collection.

9. Delivery, Failed Delivery and Incorrect Address

Please provide a complete and accurate delivery address, recipient name, telephone number and any information reasonably required by the carrier. If an order is returned because of an incorrect or incomplete address, refusal, non-collection, unpaid destination charges or repeated failed delivery, we will contact you about the available options. Additional delivery, return, storage, customs or re-dispatch costs may be charged where permitted by law and where the failure was not caused by VVC IKE or the carrier.

If delivery cannot be completed for reasons outside our reasonable control, any refund will be handled in accordance with applicable law and our Refund and Return Policy. We will not charge a customer costs caused by VVC IKE's own error.

10. Delayed, Lost, Damaged or Incorrect Orders

Please contact VVC IKE promptly if an order is delayed, lost, damaged or incorrect. For consumer orders where VVC IKE arranged delivery, VVC IKE remains responsible for the goods until the customer, or a third party designated by the customer, takes physical possession, except where the customer independently commissioned a carrier not offered by VVC IKE. Nothing in this policy excludes or limits mandatory consumer rights.

To help us investigate damage, please retain the product and all packaging and send clear photographs of:

  • the damaged product;
  • the outer and inner packaging;
  • the shipping label and tracking number; and
  • any visible signs of mishandling.

Reporting damage promptly helps us make a carrier claim, but it does not remove statutory rights that cannot legally be waived. Do not discard damaged goods or packaging until we confirm whether inspection or return is required.

11. Transport Insurance

Where optional transport insurance is offered, its price and scope will be shown at checkout or in a written quotation. Insurance coverage is subject to the insurer's or carrier's terms, exclusions, claim deadlines and evidence requirements. The absence of optional insurance does not reduce any mandatory responsibility VVC IKE has toward consumers under applicable law.

12. Returns and Refunds

Returns, withdrawal rights, return costs and refunds are governed by our Refund and Return Policy. Please review that policy before returning any item and contact us at viktoria@viktoria-vigh.com for return instructions. Items must not be sent back without following the stated return procedure.

13. International Orders

International delivery is subject to destination availability, sanctions, export controls, product restrictions, carrier rules and customs clearance. The customer may be asked by the carrier or customs authority to provide identification, a tax number, an import permit or other information. VVC IKE may cancel and refund an order before dispatch if lawful shipment cannot be arranged.

Mandatory consumer protections applicable in the customer's country remain unaffected where they apply. Customers ordering for business purposes should obtain a written B2B quotation because retail checkout terms may not meet commercial shipping, customs or documentation requirements.

14. Contact Us

For questions about shipping, urgent delivery requirements, collection-only products, customs documents or B2B quotations, contact:

Viktoria Vigh Consumables IKE / VVC IKE
VVC SHOP Sitia
Eleftheriou Venizelou 62
723 00 Sitia, Crete
Greece
Email: viktoria@viktoria-vigh.com
Telephone, WhatsApp and Viber: +30 690 901 4360
Website: https://viktoria-vigh.com/