Shipping policy

Shipping Policy Order processing & delivery times For in‑stock items, orders are typically processed and dispatched within 1–3 working days after your payment is confirmed. For pre‑order items, orders are typically processed and dispatched within 4–10 working days, depending on supplier availability and release dates. Working days are Monday to Friday, excluding Greek public holidays. During busy periods (sales, holidays, high release demand, or carrier strikes), processing and delivery times may be slightly longer. Shipping destinations We ship within Greece and to European Union countries. Orders delivered outside Greece are shipped with UPS at a flat rate of €25, regardless of parcel size. If your country is not available at checkout, contact us to check if we can arrange a shipment. Shipping costs & free shipping Shipping costs are calculated automatically at checkout based on your delivery address, the shipping method, and the contents of your order. We offer free shipping on orders of 99€ or more (after discounts, before shipping) for deliveries within Greece. Orders to European Union countries are charged a flat €25 UPS rate and are not eligible for free shipping. Cash on delivery is available for Greek deliveries only, up to an order value of €450, and carries a €2 fee. For orders below 99€, the shipping fee will be shown at checkout before you complete your purchase. Customs duties, taxes & import fees For orders outside the European Union, the buyer is responsible for all customs duties, import VAT, handling fees, and any other charges imposed by the destination country. These charges are not included in our prices or shipping fees and may be collected by your local customs or the delivery company before or upon delivery. We do not control these costs and cannot predict their exact amount; please check with your local customs office for more information before ordering. Shipping methods & delivery estimates At checkout, you will see the available shipping options for your address (for example, standard or express where supported). Estimated delivery times will be shown for each option; these are estimates only and may vary due to factors outside our control (carrier delays, customs, weather, high volume periods, etc.). Once your order has been handed to the carrier, transit time is the responsibility of the carrier, but we will support you with any issues where possible. Pre‑orders & mixed orders Pre‑order items have longer processing times (typically 4–10 working days) and may depend on release dates or supplier shipments. Release dates. Pre‑order items ship after the product's official release date. The expected release date is shown on each product page. Our 1–3 working day dispatch target applies to in‑stock items only and does not apply to pre‑orders. Delays. Release dates are set by the publisher or distributor and can change. Stock may also reach us later than the official release date. We dispatch pre‑orders as soon as stock physically arrives and has been checked, and we will keep you informed if a date moves. Allocation and availability. Pre‑orders are placed with our suppliers in advance, and suppliers frequently allocate fewer units than we order — sometimes far fewer. By placing a pre‑order you acknowledge that your order is subject to the allocation we actually receive, and that fulfilment cannot be guaranteed. Pre‑orders are fulfilled in the order they were placed. If we cannot fulfil your pre‑order, we will contact you and issue a full refund, or offer an alternative if you prefer. Payment. Payment for pre‑orders is taken in full at checkout, not at dispatch. This reserves your allocation with our supplier. If your order contains both in‑stock and pre‑order items, the default is that the entire order may be shipped together when all items are available. If you prefer separate shipments, please contact us before or immediately after placing your order; additional shipping charges may apply. Order tracking When your order has been dispatched, you will receive a shipping confirmation email with tracking information (where tracking is available for your chosen method). Tracking updates are provided by the carrier; it may take some hours for the tracking link to show movement after dispatch. If you have not received tracking within a reasonable time after your processing window (see above), or if tracking does not update, please contact us. Lost, delayed or “delivered” but not received If your tracking shows unusual delays or no movement, contact us with your order number so we can check with the carrier. If a parcel is marked as “delivered” but you did not receive it, please: Check with neighbours, household members, or building reception. Check any safe places or pickup points indicated by the carrier. Contact us so we can open an investigation with the carrier. Resolution in such cases depends on the carrier’s investigation. We will do our best to assist, but cannot guarantee replacement or refund until the investigation is completed. Refused, uncollected & undeliverable parcels Refused or uncollected parcels. If a parcel is refused at delivery or is not collected and is returned to us, we will refund the price of the goods and the cost of standard outbound delivery. The direct cost of returning the parcel to us is deducted from your refund, as permitted under EU distance‑selling rules. Cash on delivery. A refused cash‑on‑delivery parcel costs us the carriage in both directions. If cash‑on‑delivery orders are repeatedly refused or left uncollected, we may require prepayment by card for any future orders from that customer. Locker deliveries. Parcels sent to a Box Now locker must be collected within the time limit set by the carrier (a few days). Uncollected parcels are automatically returned to us and are treated as described above. Incorrect address. Please check your delivery details before completing your order. If a parcel is undeliverable or returned because the address supplied was incorrect or incomplete, we are happy to send it again once it reaches us, but the cost of reshipping is payable by you. Returns & refunds (summary) For full details, please refer to our Return & Refund Policy. Below is a short summary of how returns interact with shipping. You have 14 days after receiving your item to request a return. Items must be in the same condition you received them: Sneakers: unworn, tried only indoors, no creases, no dirt, no odours, with original box and packaging intact. Clothing & accessories: no signs of wear or washing, no stains or odours, all original tags and packaging intact. Trading card games (TCG) & sealed collectibles: packaging must be resaleable and the factory seal completely intact and unbroken. You must provide a receipt or proof of purchase. How to start a return To request a return, contact us at: Phone / WhatsApp: +30 6989157566 Email: plugstarsathbusiness@gmail.com Return address: Notara 53 (entos stoas) 18531, Piraeus Greece If your return is accepted, we will send instructions and, where applicable, a return shipping label. Items sent back without prior approval will not be accepted. You can always email plugstarsathbusiness@gmail.com for any return questions. Return shipping costs For change‑of‑mind returns (wrong size, changed mind, etc.), you are responsible for the cost of returning the goods, unless we state otherwise. If we provide a prepaid return label, the cost of the label may be deducted from your refund, unless the item is defective or incorrect. You must use a trackable shipping method and keep proof of postage; we are not responsible for returns that are lost or damaged in transit back to us. For defective or incorrect items, we will cover or reimburse reasonable return shipping costs once the issue is confirmed. Damages and issues Please inspect your order on arrival and contact us immediately if an item is defective, damaged, or incorrect. If we confirm the issue, we will offer a solution in line with your consumer rights, such as replacement, repair (where applicable), or refund, and we will cover or reimburse the cost of returning the product. Sealed products (TCG & collectibles) Sealed products may only be returned if the original factory seal is completely intact and unbroken and the packaging is in original condition. If the seal has been opened, broken, removed, or visibly tampered with, the product is considered opened and cannot be returned as a sealed product. For online purchases within the EU, you still have a 14‑day right of withdrawal, but if you go beyond what is necessary to check the goods, you may be liable for any loss in value. For TCG, once the seal is broken and contents are accessible, we may refuse the return or significantly reduce the refund. Exceptions & non‑returnable items The following cannot be returned or have limited return rights: Sealed TCG and collectibles whose factory seal is opened, broken, removed, or damaged. Mystery boxes or similar products with random contents. Pre‑order and special‑order / sourced items bought specifically at your request (except if defective or incorrect). Gift cards and digital products. Custom, personalized, or made‑to‑order items. Items clearly marked as “final sale” or “non‑returnable” on the product page (except if defective or incorrect). If you are unsure, contact us before placing your order. Value reduction due to use You may handle and inspect goods only as in a physical store. If products are used more than necessary, we may reduce your refund to reflect loss in value. Examples: Sneakers with visible creases, dirty soles, odours, or damaged box. Clothing/accessories with wear, washing, stains, removed tags, or odours. Sealed TCG with opened/broken seal. Sales & discounted items Discounted products can be returned under the same conditions as regular‑price items, unless marked as “final sale” or “non‑returnable” on the product page. Gift cards are non‑returnable and non‑refundable. Exchanges The fastest way to get another item is to return the original and place a new order once your return is accepted. In some cases and subject to stock, we may reserve an item/size for an exchange; contact us if you prefer this. European Union 14‑day right of withdrawal For orders shipped within the EU, you have the legal right to cancel or return your order within 14 days from receiving the goods, for any reason. When you exercise this right: We refund the product price and the cost of standard delivery (the least expensive delivery option offered) within 14 days from the day you inform us of your decision. You are responsible for the direct cost of returning the goods, unless the item is defective/incorrect or we failed to inform you that you must bear these costs. Items must be returned in the same condition you received them: unused, with tags, in original packaging, with proof of purchase. If the product has been handled more than necessary (used sneakers/clothing, or TCG with opened seal), we may reduce the refund to reflect loss in value, as permitted by EU rules. Refunds Once we receive and inspect your return, we will notify you whether the refund is approved. If approved, the refund will be issued to your original payment method within 10 business days. Your bank or card issuer may need additional time to process the refund. If more than 15 business days have passed since we approved your refund and you still have not received it, contact us at plugstarsathbusiness@gmail.com.