HELP
1.New To EROTOKRITOS?
- I am an international visitor. Do you ship internationally?
- What are the shipping costs?
- How long until I receive my order?
- What if I am not available for pickup when the item is delivered?
- What are the accepted payment methods?
- Is my payment secure online?
- Is my bank information stored online?
2. My Order
- Is there a minimum order amount?
- How do I order online?
- Did my order go through successfully?
- I cannot add my items to my shopping cart.
- Can I buy an item that is no longer available?
- Can I pick up my item(s) in the store?
- I still have not received my order. Is this normal?
- I would like to buy items in bulk. How can I do this?
3. Products
4. Shipping
- Do you ship outside of France? To the DOM TOM?
- What are the shipping costs?
- How long until I receive my order?
- What happens if I am not available for item pick-up during delivery?
5. Returns
6. Payment
- What are the accepted payment methods?
- Are Maestro and Electro credit cards accepted?
- Is payment safe and secure?
- Is my bank information stored?
- My payment did not go through. Why?
- I paid with a credit card but I did not receive an email confirmation.
7. My Account
8. Personal Information Protection
9. Forgot My Password
10. Contacts
11. Terms and Conditions
1. New to Erotokritos?
I am an International visitor. Do you ship internationally?
We ship to addresses in France (continental and Corsica) as well as Monaco and all the countries of the European Union. To have more details, you will find below the list of countries delivered and shipping costs associated.
What are the Shipping Costs ?
You will find Shipping and Handling Costs on the chart above.
How long until I receive my order?
Orders will usually be shipped to France (continental and Corsica) and Monaco within 3 business days (excluding holidays and week-ends) using “Colissimo Mail suivi 48h”.
European countries will be shipped between 4 and 7 days.
For each order, you are informed of your expected delivery date during the checkout process.
What if I am not available for pickup when the item is delivered?
If the recipient is not available upon order delivery, a postal note will be left at the address provided by the recipient. Please use this postal note to pick up your package at the mail center provided on the note.
Your item will be stored at the mail center for 15 calendar days after the initial delivery attempt. If the item is not picked up within 15 days, the product will be shipped back to us.
If in case the item is not picked up within 15 calendar days at the mail center or the recipient provided the wrong mailing address, it will be at the Customer’s expense to pay for items to be shipped again.
What are the accepted forms of payment?
We accept credit card payments: Carte Bleue, Visa, Mastercard, and American Express.
Bank or postal checks are not accepted.
Are Maestro and Electron cards accepted?
ELECTRON Visa cards and MAESTRO Mastercards are not accepted as forms of payment on our website.
Is my payment secure online?
Your security while visiting our website is an essential priority. All transactions made on www.erotokritos.com are secured through our partner Ogone. All information transferred through the website is kept safe and private. We offer credit card security and keep your personal information protected because we use the data encryption system Secure Sockets Layer (SSL). Using this system, third parties cannot access your information because your information is encrypted.
Any credit card information entered through our website is secure, as indicated by the “https” at the beginning of the URL address and the “secure.ogone.com” at the end. There should also be a padlock key icon at the bottom of your browser guaranteeing a secure connection.
For your security, Ogone will ensure that you are using a secure browser before you fill out your personal financial information.
Ogone is a technical provider and therefore cannot handle customer complaints, problems, or questions. For any problems or questions you may have regarding your purchase, please direct them to Eurotokritos.com or your bank.
Is my bank information stored online?
To protect your information after we receive it online, we do not store any financial information directly on our website after your transaction. However, financial information is sent to our secure server and partner, Ogone. Therefore, any information given online will not be distributed and will not be available to other users on the Internet.2. My Order
Is there a minimum order amount?
No, we do not have a minimum purchase requirement for our website.How do I order online?
Your purchase order involves several steps to complete:
Step 1: Place articles in your shopping cart
Each article is presented with product details, characteristics (photos, zoom, materials, etc). Each product page is accessible in the on-line catalog.
To add an article to your shopping cart, click on the product you would like to view. Then, select the size and/or color that you want. Click on the “Add To Cart” icon and your item(s) will be added to your shopping cart.
The Shopping Cart icon is located on the top right-hand side of the page and will change colors indicating that it contains an article.
You can decide to finalize your order and checkout or continue shopping on our website.
Step 2: Verify your shopping cart
To do this, click on the Shopping Cart icon on the top right-hand side of the page. If your shopping cart is not empty, you will see a page containing your shopping cart item(s).
On this page, you can change the size, color, and quantities of each article (according to stock availability).
Shipping costs are already shown for deliveries in France. You have the option of choosing another country to see the international shipping costs.
The total value-added taxes (VAT) as well as delivery costs are also stated. Click the “Checkout” icon to validate your order and continue with finalizing your order.
Step 3: Billing and Shipping Information
If you have already placed an order on www.erotokritos.com, you have a customer account. You can login using your email and password. If you already have an account, you will not need to provide your billing information. However, you will have the option of changing your address and telephone number is desired or necessary.
Each field marked with an asterisk (*) must be completed in order to checkout.
While checking out, you must complete the form containing your personal information. You must fill out these fields with the best precision possible, as they will be used to deliver your order. If you wish to have your items delivered under a company name, specify the company name is the appropriate field.
Your billing address and will be used by default for Product shipping. If you would like to have your item(s) shipped to another address other than the billing address, please check the appropriate box and fill out the shipping address.
We also ask that you check your email address and password. This information is needed in order for you to receive a confirmation email after you have paid for your order.
Shipping costs are calculated depending on the address provided and vary by country destination. We also clarify the expected delivery timeframe for your product to arrive. Review this information, and click the “Checkout” icon to continue with your Product order.
Step 4: Options, Payment, and Order Summary
Select the method of payment to finalize your order.
More information on our Accepted Terms of Payment.
By looking at the top of the checkout screen, you can see where you are in the checkout process. You can modify at any time the contents of your Shopping Cart as well as your personal information (email, shipping and billing addresses, etc).After confirming your payment method, you will be redirected to a new page through our secure payment partner Ogone.
More information about Secure Shopping.
Step 5: Secure Payment
You will come to the secure payment page through our partner, Ogone.
You must fill out your credit card information for your order to be processed, including your card number, expiration date, and the CVV number (3 numbers on the back of your card or 4 numbers on the front of the card for American Express).
If your payment is accepted, you will be redirected to a confirmation screen on our website.
If your payment is not accepted, you have a total of 3 attempts to correctly fill out your credit card information. At the end of the 3rd unsuccessful attempt, you will be redirected to a page indicating your payment has been refused. If your payment was declined, contact our Customer Service Department to determine the problem and finalize your order.
Step 6: Shipping your Order
Your order will be ready for shipment after our logistics department has processed it. At the end of this preparation, you will receive another email informing you that your order has been shipped. At this time, you can download your product invoice in PDF format by clicking the link in the email directing you to your customer Account.
Did my order go through successfully?
After your payment has been accepted, you are redirected to your order confirmation page. Within a few minute after your order payment, you will receive an email confirmation summarizing your order details.If you do not receive this email, please contact our Customer Service Department and indicate the date your order was placed on the website.
We will then be able to confirm your order or take the necessary steps needed to process it.
I cannot add my items to my shopping cart.
In order to serve our clients best, our website uses JavaScript technology. Visitors should verify that JavaScript is authorized and activated on their web browser (Internet Explorer, Firefox, Safari, etc).If a problem persists, check to see if the firewall protection or other network software protection systems are blocking access to our website. It is possible in certain cases to deactivate these protection systems to view our website properly and in its entirety.
Can I buy an item that is no longer available online?
We only sell items on our website that are in stock. An item labeled unavailable does not mean that we are no longer selling the product but that it is temporarily out of stock. Contact our Customer Service if you encounter a product that is labeled unavailable. We will let you know where you can purchase the article (either in store or online after a certain delay). After gathering your personal information, we will contact you as soon as the product becomes available again.
Can I pick up my item(s) in the store?
All orders placed on our website must be processed through our logistics department separate from our stores. Therefore, you cannot pick up your order in our store.
I still have not received my order. Is this normal?
First, verify that you correctly placed your order online. Furthermore, if your payment was accepted, you should have received a confirmation email detailing your order. Also, verify to see our email has not been sent to your SPAM/Junk Mail folder.In addition, an email is also sent the day your item(s) are shipped to you. If at the end of 5 business days you have not received your order or a postal slip detailing that you should pick up your order at the mail center, please contact our Customer Service Department.
I would like to buy items in bulk. How can I do this?
For orders greater than 5 items per model number, contact our Showroom which handles larger orders: showroom@erotokritos.com
3. Products
How can I receive a catalog in the mail?
At this time, we do not have a paper catalog. The collection presented on our website is an assortment of the total product line collection.If you want to view our entire collection for professional purposes, please visit our Showroom.
EROTOKRITOS Showroom
109, bv Beaumarchais
75003 PARIS, France
Tel : +33 1 42 71 80 84
Fax : +33 1 42 71 80 87
Email : showroom@erotokritos.com
Do product prices include taxes?
Yes, the product prices are shown with taxes included. Therefore, if you are in France, taxes are included. However, international shipping taxes may apply.All taxes are shown in your shopping cart during checkout, your confirmation email, and your order invoice once the items are shipped.
Is there a size chart?
Yes, click here for our size chart.
This chart allows you to convert easily between French, European, and American sizes.
If you have any questions regarding the size chart, please contact our Customer Service.
4. Shipping
Do you ship outside of France? To the DOM TOM?
We ship to addresses in France (continental and Corsica) as well as Monaco and all the countries of the European Union. To have more details, you will find below the list of countries delivered and shipping costs associated.
What are the shipping costs?
You will find Shipping and Handling Costs on the chart above.
How long until I receive my order?
Orders will usually be shipped to France (continental and Corsica) and Monaco within 3 business days (excluding holidays and week-ends) using “Colissimo Mail suivi 48h”.
European countries will be shipped between 4 and 7 days.
For each order, you are informed of your expected delivery date during the checkout process.
What happens if I am not available for item pick-up during delivery?
If the recipient is not available upon order delivery, a postal note will be left at the address provided by the recipient. Please use this postal note to pick up your package at the mail center provided on the note.
Your item will be stored at the mail center for 15 calendar days after the initial delivery attempt. If the item is not picked up within 15 days, the product will be shipped back to us.
If in case the item is not picked up within 15 calendar days at the mail center or the recipient provided the wrong mailing address, it will be at the Customer’s expense to pay for items to be shipped again.
5. Returns
We gladly accept returns for items made within 15 business days of the delivery date.In order to receive a refund, please follow these instructions for Returns:
- Please log into your Customer Account, go to My Orders section and fill out the Return Order form, include the reason for return, and attach it to your order. Without the original package, and the Return Order Form completed, we regret that we cannot accept your return.
- Products must be sent back with the price tag and all accessories included. We will not accept washed, worn, or damaged items.
- All return items should be shipped using delivery confirmation in case of product loss in the mail
- The Customer must pay for all return shipping costs.
Your return request can take up to 30 days to process. If the conditions above are fulfilled, your order will be refunded (item price and the initial shipping cost). The product return will be placed back on the credit card on file.
6. Payments
What are the accepted payment methods?
We accept credit card payments: Carte Bleue, Visa, Mastercard, and American Express.
Bank or postal checks are not accepted.
Are Maestro and Electro credit cards accepted?
ELECTRON Visa cards and MAESTRO Mastercards are not accepted as forms of payment on our website.
Is payment safe and secure online?
Your security while visiting our website is an essential priority. All transactions made on www.erotokritos.com are secured through our partner Ogone .
All information transferred through the website is kept safe and private. We offer credit card security and keep your personal information protected because we use the data encryption system Secure Sockets Layer (SSL). Using this system, third parties cannot access your information because your information is encrypted.Any credit card information entered through our website is secure, as indicated by the “https” at the beginning of the URL address and the “secure.ogone.com” at the end. There should also be a padlock key icon at the bottom of your browser guaranteeing a secure connection.
For your security, Ogone will ensure that you are using a secure browser before you fill out your personal financial information.
Ogone is a technical provider and therefore cannot handle customer complaints, problems, or questions. For any problems or questions you may have regarding your purchase, please direct them to Eurotokritos.com or your bank.
Is my bank information stored online?
To protect your information after we receive it online, we do not store any financial information directly on our website after your transaction. However, financial information is sent to our secure server and partner, Ogone. Therefore, any information given online will not be distributed and will not be available to other users on the Internet.
My payment did not go through. Why?
If your payment is not accepted, you have a total of 3 attempts to correctly fill out your credit card information. At the end of the 3rd unsuccessful attempts, you will be redirected to a page indicating your payment has been refused. Your payment may be refused for various reasons: an error in your bank information, the purchase order may exceed your personal credit limit, etc.Contact our Customer Service Department to determine the problem and finalize your order. Please note that ELECTRON Visa cards and MAESTRO Mastercards are not accepted as forms of payment on our website.
I paid with a credit card but I did not receive an email confirmation.
If your credit card payment was accepted and you did not receive an order confirmation email within a few minutes, contact our Customer Service Department immediately.Occasionally, there may be a period of delay while the bank processes your credit card payment (security procedures). If the order is not immediately validated and processed, it will need to be validated manually.
7. My Account
To access your Account, you must log in with your email and password. Your password was created when you made an account.
I Forgot My Password.
If you forgot your password, click the link below to be redirected to the forgotten password page. An email will be sent to you with a new password.
Changing my Personal Information
According to the law “Informatique et Liberté” as of January 6, 1978, you have the right to access, rectify, modify, delete, or change any data that you have placed on the website.This website is registered with the Commission Nationale de l’Informatique et des Libertés (CNIL) under N 1351361.
You can modify any Personal Information in your Account by accessing your login name and password.
You can exercise your rights by contacting The Other Store at the following address:
(Please clarify Customer Name, email, and mailing address)
THE OTHER STORE
Site www.erotokritos.com
100, rue de la Folie Méricourt
75011 Paris
Checking My Order’s Progress
If you go to the orders section in your Account, you can see the state of preparation for your order.
Printing My Receipt/Invoice
When your order is complete and is ready to be sent, you can download your invoice (PDF format) and print it for your records.
8. Personal Information Protection
Cookies
Your security and confidentiality while visiting our website are our essential priorities. In order to ensure your protection with the information you supply us on our website, read our Cookies Policy.In order to process Product Orders faster and easier, The Other Store uses Cookies. Through the use of Cookies, The Other Store can track user preferences and thus, further customize the website for the Customer.
Cookies are IT files stored in the hard disk of the Customer’s computer that state each time the customer visits the website.
Cookies record the Customer’s time of the visit, the Customer identity (through Member Logins), and items purchased. This information is stored for 30 days and then completely erased from the database.
The Customer can choose to not allow Cookies to be used by changing the settings in the Internet browser. However, the Customer then loses all website preferences and customization through the use of Cookies.
Personal Information Protection
According to the law “Informatique et Liberté” as of January 6, 1978, you have the right to access, rectify, modify, delete, or change any data that you have placed on the website.
This website is registered with the Commission Nationale de l’Informatique et des Libertés (CNIL) under N 1351361.
You can exercise your rights by contacting The Other Store at the following address:
(Please clarify Customer Name, email, and mailing address)
THE OTHER STORE
Site www.erotokritos.com
100, rue de la Folie Méricourt
75011 Paris
Email: service-client@erotokritos.com
You can also modify Personal Information in the Customer Account, accessed through a login name and password.
9. Forgot My Password
If you forgot your password, click the link below to be redirected to the forgotten password page. An email will be sent to you with a new password.
