Customer Service

Care

Gold jewellery is not simply an accessory but also a lifetime investment. Gold is timeless and will never go out of style and whether you possess few pieces or your whole jewellery box is dominated by gold jewellery you need to take equal care of each and every piece of jewellery.
Left on its own, gold jewellery will not tarnish or corrode. However, you need to keep in mind that while every piece of jewellery looks beautiful, through usage, they can end up looking faded and may lose their shine if not cared for well. Taking good care of your jewellery is of great importance in order to enable them to shine beautifully for years.
Throughout our experience we have gathered a few suggestions in order to keep your jewellery in pristine state and enable it to sparkle for years to come. Jewellery, if treated right should last for years, even generations.
Since taking care of your jewellery is not self-explicatory we will present to you some suggestions that you should keep in mind when wearing jewellery on a regular basis, suggestions about cleaning or even storage.

Gold Jewellery: Daily Wearing Suggestions
Here are a few things to keep in mind when wearing gold jewellery on a regular basis:

Gold is a soft metal; while gold has a shine and a luster all its own, it’s also a soft metal. This makes is susceptible to dings, scratches, and dents. Be mindful of your gold rings, watches, and bracelets while you wear them and remove them during activities.
Chlorine is gold’s worst enemy: with repeated exposure, chlorine will weaken your gold jewellery’s structure and may eventually lead to its breaking. Make sure to take your jewellery off before using for instance a pool or a spa.
Cover or remove while cleaning or cooking: household cleaners with acids or abrasives will damage your jewellery’s finish. Be sure to use rubber gloves while cleaning or remove your jewellery altogether. Acidic foods such as lemons or vinegar may also prove corrosive.
Put it on last, take it off first: makeup, perfume, hairspray, and lotions can damage your gold. Be sure to put these things on before your jewellery to limit the exposure.
Take jewellery off before bathing: wearing jewellery while you bathe can lead to a buildup of soap which will cause a film on your jewellery.
Remove jewellery while sleeping: since people tend to use lotions and other similar products while sleeping you should remove your jewellery prior to sleeping in order to reduce the exposure.
Weakness: every piece of jewellery has a weak spot. Be mindful when wearing or removing your jewellery. Do not be forceful, do not pull it from its stones and be gentle with your movements.

Gold Jewellery: Cleaning Suggestions
While wearing your gold jewellery on a regular basis it might be exposed to skin oils, perspiration, dust, makeup, and more. In order to protect in and to keep its shine, you should attempt to clean it regularly, for instance every few months. If you want to avoid professional products we would suggest a solution of warm water and dish soap with a ratio 10:2 (for every 10 parts of water, 2 parts of soap). More specifically, considering cleaning:

Soaking is very important: We suggest that you soak your plain gold jewellery pieces for 3 hours and then scrub them gently with a very soft brush. Jewellery that has precious stones must not be soaked and instead carefully wiped with a cloth that is dipped in the cleaning mixture.
Rinse: Rinse under clean warm water and blot dry with a cloth to remove all traces of suds.
Shining with a cloth: after cleaning your jewellery you can shine it by gently using a clean, soft or jewellery polising cloth. Do not use paper towels or tissues as these can scratch your jewellery and may also leave residues.
Cleaning Vs Buffing: sometimes it is simply enough to occasionally polish and carefully wiping your jewellery with a cloth instead of cleaning it.
Clean with soap as needed: you are free to clean your jewellery at your leisure but keep in mind to avoid excessive cleaning. Try to only clean it when needed; when it’s visibly dirty or gathering a patina.
Other jeweller-approved cleaners: rubbing alcohol is great for cleaning and sanitizing but avoid using bleach and silver cleaners.
Look out for damage: during jewellery cleanings, be on the lookout for any damage or loose stones. Cleaning damaged pieces can only make the problem worse.

Gold Jewellery: Storing Suggestions
Properly storing your gold jewellery is equally important to mindfully wearing and carefully cleaning it. Always place your jewellery somewhere safe and protected:
Try to use a jewellery box: a clean, dry, fabric-lined jewelry box is the best option. Velvet, cotton pouches or jewellery packaging are, usually, also an adequate choice.
Try to wrap each piece in a soft cloth: Even if you possess a jewellery box, we would suggest wrapping each piece of your jewellery individually. This can protect them from dust and moisture and avoid random accidents and scratches.
Avoid the sun: some pieces of jewellery, especially the ones with colorful stones, may prove very sensitive to the sun so you need to avoid leaving them exposed for long periods of time.
Extra care with pearls: pearls need to be taken extra care of since they are very susceptible to the elements and heat. Please research their special needs when it comes to handling and storing.
Store pieces separately and carefully: this prevents jewellery from tangling or scratching each other. You need to avoid placing jewellery with sharp edges together and be very mindful of pieces with chains which can tangle. Keeping them clasped or hanged up can help avoid tangling and possible breaking.

Professional Cleaning and Inspection
The above suggestions are actions that you can do on your own in order to protect and preserve your gold jewellery. However, sometimes these suggestions may not prove adequate. Also, in some cases there are pieces of jewellery that may need an expert’s aid.
For these reasons, in the long term, we recommend that you visit your local jeweller and have your jewellery professionally cleaned and inspected for loose stones and damages from time to time.
For any kind of repairs please refer to us and not at a local jeweller since we know our jewellery better. We are not responsible for our products once they have signs of interference by others.

IMPORTANT NOTE
The above suggestions are our own tips and thoughts which have occurred from our many years of experience. By no means are these the only ways to take care of your jewellery and by no means they guarantee the “immortality” of your jewellery. They solely have the purpose of aiding you (according to what we best believe) in preserving the quality of our jewellery.
You are solely responsible for any action you take when it comes to taking care of your jewellery. Please research and be informed about the specific needs of your jewellery prior to taking any actions.

For any other inquiry or additional information please do not hesitate to contact us at yourexpert@kouzoupis.gr or an authorized retailer of KOUZOUPIS JEWELLERY S.A.

Modifications Policy

In case a custom-made product you received is not exactly the way you had it in mind and you want to request some modifications, it may be feasible. For the whole procedure that accompanies such a decision please keep the following in mind:

How do I request a modification?
– You need to firstly contact the Customer Help Department at info@kouzoupis.gr.

When am I eligible to request a modification?
– The modification you would like is clearly stated and agreed upon.
– Changes and modifications of products are only accepted within 30 days from their delivery.
– The product has not been worn or damaged.

What do I need to know about returning the product for a modification?
– The product should be returned in its own case, accompanied by the warranty and anything else contained in the package you received.
– The product may either be posted back or delivered in person to us or to any authorized retailer of KOUZOUPIS JEWELLERY S.A.
– Any expense for the posting of the product is on your behalf.
– During its posting, you need to make sure that the package is secure in order to avoid any damage and include all necessary documents.
– In the case you decide to post the product, you are responsible for its integrity until it is safely returned to us.
– In case you want to drop the package to our office (2 Parnassou Street, Klafthmonos Square, 10563, Athens, Greece) in person, you need to contact us at +30 210 3228018 or email us at info@kouzoupis.gr.

IMPORTANT: What else should I have in mind?
– Modifications of products are only accepted if you have acknowledged and accepted the above terms.
– We only accept modifications for custom-made products.
– The modifications may be accompanied by an additional cost which you will be informed about beforehand.
– In case the item is not received in the condition we sent it we are obliged to suggest repairing it which may have an additional cost.
– A modification may require from a week up to a month in order to be completed, depending on the workload of the company. Nonetheless, once it is completed the item will be sent back to you.
– We are solely responsible of handling our own products and only in the case that they have not been tampered by another jeweller. Any sign of interference or modification gives us the right to charge you further in order to restore our product or even decline your request.
– You are not eligible for a modification of the same order multiple times.
– Considering your payment options, the delivery time and the shipping procedures please refer to the “Payment”, “Delivery Time” and “Shipping” sections accordingly.

For any other inquiry or additional information please do not hesitate to contact us at info@kouzoupis.gr or an authorized retailer of KOUZOUPIS JEWELLERY S.A.

Exchange

In case you change your mind about a product (from here and on referred to as “initial product”) you received, instead of returning it, we would like to offer you the chance to discover something new. Thus, you may be eligible to exchange your initial product for another one. For the whole procedure that accompanies such a decision please keep the following in mind:

How do I request an exchange?
– You need to firstly contact the Customer Help Department at info@kouzoupis.gr.

When am I eligible to request an exchange?
– The new product you would like to exchange for is clearly stated and agreed upon.
– Exchanges of products are only accepted within 30 days from the delivery of the initial product.
– The initial product has not been worn or damaged.
– The initial product needs to be returned to us or to any authorized retailer of KOUZOUPIS JEWELLERY S.A.

What do I need to know about returning the initial product?
– The initial product should be returned to us in its respectful case, accompanied by the warranty and anything else contained in the package you received.
– The initial product may either be posted back or delivered in person to us or to any authorized retailer of KOUZOUPIS JEWELLERY S.A.
– During its posting, you need to make sure that the package is secure in order to avoid any damage and include all necessary documents.
– In the case you decide to post the initial product, you are responsible for its integrity until it is safely returned to us.
– In case you want to drop the package to our office (2 Parnassou Street, Klafthmonos Square, 10563, Athens, Greece) in person, you need to contact us at +30 210 3228018 or email us at info@kouzoupis.gr .

IMPORTANT: What else should I have in mind?
– Exchanges of products are only accepted if you have acknowledged and accepted the above terms.
– Exchanges of custom-made products are not accepted.
– In the case of an exchange, the initial product is inspected and the new product is posted within 30 days of the completion of our inspection.
– In case the initial product fails our inspection and is not in the condition we sent it it will be returned back to you and the exchange will be denied without any compensation.
– The exchange may be accompanied by an additional cost derived from the difference between the price of the initial and the new product which you will be informed about beforehand.
– We are solely responsible of handling our own products and only in the case that they have not been tampered by another jeweller. Any sign of foreign interference or modification gives us the right to charge you further in order to restore our product or even decline your request.
– You are not eligible for an exchange of the same order multiple times.
– Considering your payment options, the delivery time and the shipping procedures please refer to the “Payment”, “Delivery Time” and “Shipping” sections accordingly.

For any other inquiry or additional information please do not hesitate to contact us at info@kouzoupis.gr or an authorized retailer of KOUZOUPIS JEWELLERY S.A.

Returns

We understand that in some cases someone may change his mind and decide to return a product for a series of personal reasons. Returns of products are only accepted within 30 days from their delivery and only on the following terms:

How do I request a return?
– You need to firstly contact the Customer Help Department at info@kouzoupis.gr.

When am I eligible to request a return?
– The reason for the return is clearly stated.
– Returns of products are only accepted within 30 days from their delivery.
– The product has not been worn or damaged.

What do I need to know about returning a product?
– The product must be returned to us in its own case, accompanied by the warranty and anything else contained in the package you received since all the above are part of the bought product.
– In case that the product was accompanied by a present, this must be returned as well.
– The product may either be posted back or delivered in person to us or to any authorized retailer of KOUZOUPIS JEWELLERY S.A.
– Any expense for the posting of the product is on your behalf.
– During its posting, you need to make sure that the package is secure in order to avoid any damage and include all necessary documents.
– In the case you decide to post the product, you are responsible for its integrity until it is safely returned to us.
– In case you want to return the package to our office (2 Parnassou Street, Klafthmonos Square, 10563, Athens, Greece) in person, you need to contact us at +30 210 3228018 or email us at info@kouzoupis.gr .

IMPORTANT: What else should I have in mind?
– Returns of products are only accepted if you have acknowledged and accepted the above terms.
– Custom-made products cannot be returned.
– In the case of a return, the item is inspected and the refund is made within 14 days after the item has safely returned to our office. The deposit is made at the bank account provided when the payment was made, or at a given credit card, or at a specified PayPal account.
– In case the item fails our inspections and is not in the condition we sent it it will be returned back to you and the return will be denied without any compensation.
– We are solely responsible of handling our own products and only in the case that they have not been tampered by another jeweller. Any sign of interference or modification gives us the right to charge you further in order to restore our product or even decline your request.

For any other inquiry or additional information please do not hesitate to contact us at info@kouzoupis.gr or an authorized retailer of KOUZOUPIS JEWELLERY S.A.

Custom Made Orders

Our company specializes in making the perfect jewellery especially custom made according to your needs and preferences. We want you to have a product that completely depicts your personality while also being unique and incomparably beautiful.
In this context, we offer to you the option to create your own personal custom made jewellery. Thus, you can either send us your own finalized ideas or you can always create something step by step with our experienced designers.
Whatever the case, we know that creating a custom made product is as much important as complex for both you and us. It needs a lot of attention, dedication and love in order for the final product to be perfect. For this reason, we want you to know exactly the procedure of ordering custom made jewellery, your commitments towards us and ours towards you.

How do I request a custom made product?
– You need to firstly contact the Customer Service Department at +30 210 3228018 or via email at info@kouzoupis.gr .

What do I need to do and know about the creation procedure of a custom made order?
– To start with, you need to send us your ideas and thoughts about the product you have in mind, even in its initial concept. How it should look like, sketches, descriptions, pictures and anything relative that may help us to begin.
An initial approximation of its cost will be send to you. Due to the fact that custom made orders are very complex and time-consuming we will require you to deposit an advance payment of 20% of that initial cost in order for us to have your commitment and begin the creation procedure. Keep in mind that this will be deducted from your final payment.
– In succession, we will contact you and we will start together the process of finalizing the product. A product may be sent to us in its final form, complete without need for modifications, or in an initial phase and be evolved step by step with the suggestions of our experienced designers.
– Please keep in mind that not all requests can be done due to technical reasons. However, we will strive to best fulfil your every request or at least suggest all possible alternative options.
– In every stage of the design process, we will send you electronic photos of the product so that you know exactly how it looks like and let us know in case you want to intervene and make a change. In the mean time we will also provide you with a cost range considering its current stage.
– Once the design is complete and you have agreed on its final form we will inform you about the final cost.
– Upon agreement and payment we will start the manufacture and once the product is complete it will be posted to your personal address.

IMPORTANT: What else should I have in mind?
– The whole procedure of creating custom made jewellery is time-consuming and may take several months to be completed due to its complexity. Unaccounted delays may occur for which you will be informed. Nonetheless, we strive to be punctual and process your order as soon as possible.
– Custom-made products cannot be returned or exchanged. However they can be modified.
– Return of the advance deposit is not feasible.
– Considering your payment options, the delivery time and the shipping procedures please refer to the “Payment”, “Delivery Time” and “Shipping” sections accordingly.
– No custom order will be processed unless the advance payment is deposited and no custom made order will be shipped unless the full cost is paid.

By placing a custom order it is implied that you have fully read, understood and agreed on the above terms.

For any other inquiry or additional information please do not hesitate to contact us at info@kouzoupis.gr.

Repairs

During the lifetime of jewellery it is not uncommon to face the need for repairs. Due to numerous reasons, such as poor usage or accidents, a piece of jewellery may get damaged, worn out or even lose stones. For that reason we are here to help you restore its former beauty and keep you satisfied.
Having your favorite piece of jewellery damaged may lead to quite stressful and unpleasant situations. Consequently, we take responsibility in repairing damage done to any of our products and solving different issues such as replacing lost stones, treating scratches, fixing broken pieces, adding missing pieces etc.
You may request a repair of one of our products without any general restrictions. However, please keep in mind the following:

How do I request a repair?
– You need to firstly contact the Customer Help Department at info@kouzoupis.gr.

When am I eligible to request a repair?
– There are no restrictions considering when or why you can request a repair. You only need to have proof that the specific piece of jewellery was manufactured by us.

What do I need to know about sending a product back for repairs?
– The product may either be posted back or delivered in person to us or to any authorized retailer of KOUZOUPIS JEWELLERY S.A.
– If the product arrived to you damaged the posting expenses are on us. In any other case, any expense for the posting of the product is at your cost.
– During its posting, you need to make sure that the package is secure in order to avoid any damage and include all necessary documents.
– In the case you decide to post the product, you are responsible for its integrity until it is safely returned to us.
– In case you want to return the package to our office (2 Parnassou Street, Klafthmonos Square, 10563, Athens, Greece) in person, you need to contact us at +30 210 3228018 or email us at info@kouzoupis.gr .

Considering the cost of a repair:
– In the rare case that a product arrived to you damaged then there is no additional cost for the repairs.
– In any other case, we will provide to you an initial approximate cost and once we receive the product we will inspect it and inform you about the final cost.

IMPORTANT: What else should I have in mind?
– Repairs of products are only accepted if you have acknowledged and accepted the above terms.
– A repair will not be processed unless you agree on the final cost and whatever required payment is made.
– A repair may take some time to be completed which is proportional to the extent of the work needed to be done. Usually it takes between one and two weeks. Nonetheless, for any unexpected delays you will be informed in advance.
– We are solely responsible of repairing our own products and only in the case that they have not been tampered by another jeweller. Any sign of interference or modification gives us the right to charge you further in order to restore our product or even decline your request.
– Considering your payment options, the delivery time and the shipping procedures please refer to the “Payment”, “Delivery Time” and “Shipping” sections respectfully.

For any other inquiry or additional information please do not hesitate to contact us at yourexpert@kouzoupis.gr or an authorized retailer of KOUZOUPIS JEWELLERY S.A.

Warranty

Every piece of our jewellery, from the moment of its creation, is bounded by our life time warranty. From the moment you receive your product we guarantee to you that we will support its every needs and strive for your best service.
In case a product is delivered damaged or during its life span requires our attention we are offering you with the options of repairing it or replacing it for the same product or another product of the same or higher value. For more information please refer to our “Repair” and “Exchange” Policies.
Moreover, within the first 30 days after you receive your product you may be eligible to request a return. For more information please refer to our “Return” Policy.
Furthermore, you may request to make modifications to your custom-made products for which you will need to refer to our “Modifications” Policy.
Please keep in mind that our warranty is not valid in the following cases:

– The product shows signs of foreign interference by a non-authorized jeweller, signs of forceful modifications or signs that question its authenticity.
– There is damage occurred due to negligence or inappropriate usage.
– There is damage caused by an accident.
– You fail to provide proof that you are the owner of the product or you have the authorization of its owner regarding its possession.
– The product is lost, stolen or confiscated.

Lastly, please keep in mind that when requesting any of our services that will require you to post or drop off a product to us or any authorized retailer of KOUZOUPIS JEWELLERY S.A. you are responsible for its integrity the posting procedure.

For any other inquiry or additional information please do not hesitate to contact us at info@kouzoupis.gr or an authorized retailer of KOUZOUPIS JEWELLERY S.A.

Certificate

Every order and product is accompanied by our own special CERTIFICATE. This is a small booklet in which you can find important information regarding your product and also a sum up of the main points that you need to have in mind about our various policies.

More specifically you can find the below material organized in the following chapters:

– What we promise you
– Properties of Gold – Precious Stones
– Product Care and Preservation (Cleaning – Preservation)
– Guarantee and Repair Policy
– Custom Made Orders and Special Requests
– Information

For your own convenience the CERTIFICATE can be seen below:

Please keep in mind that this CERTIFICATE contains only the most crucial details and thus we urge you to also read the more detailed chapters considering our policies, presented in this website, so you can have a more complete picture.
For any other inquiry or additional information please do not hesitate to contact us at yourexpert@kouzoupis.gr .

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