Frequently Asked Questions
Quickly find answers about orders, shipping, payments, returns, cancellations, warranties, and support at wox.gr. Our goal is to make sure you clearly understand what to expect before, during, and after your purchase.
Orders & availability
Are products listed as “In Stock” actually available?
When a product is listed as “In Stock”, it is available for immediate processing and dispatch from the stock available to wox.gr.
When is my order processed?
Orders are processed on business days. Orders for in-stock products placed by 2:00 PM are dispatched the same day whenever possible.
Can I change the details on my order?
If your order has not yet been dispatched, contact us as soon as possible to change the address, phone number, or other details. After dispatch, the possibility of making changes depends on the order's status and the courier.
Can I cancel my order?
You can cancel your order as long as it has not been dispatched and the preparation process has not been completed. Since many orders are quickly sent for dispatch, please contact us as soon as possible.
View the Cancellation PolicyWill I receive a receipt or invoice?
A legally required document is issued for every order. If you need an invoice, make sure your business details have been entered correctly before it is issued.
Shipping & delivery
Which carriers do you use?
We work with Geniki Taxydromiki, Speedex, and BOX NOW, depending on the product, location, weight, size, and payment method.
View Shipping MethodsDo you use traditional freight companies?
Whenever possible, we prefer established courier networks over traditional freight companies to provide better updates, tracking, and a more organized delivery process.
How long does delivery take?
Delivery usually takes 1–3 business days, depending on the location, courier, and parcel type. Remote or hard-to-reach areas may take longer.
How can I track my order?
After your order is dispatched, you will receive the shipping details and be able to track your parcel.
Track Your OrderWhy do I see different shipping options at checkout?
Available options are calculated based on the parcel's weight and size, delivery location, payment method, and the courier services available for that particular order.
Why might prepaid orders have lower shipping costs?
For large or heavy products, paying in advance may enable more affordable shipping services that do not support cash on delivery, such as some Speedex or Geniki Taxydromiki Cargo options.
Can I collect my order from a BOX NOW locker?
Yes, if BOX NOW is available at checkout and the parcel meets the size requirements. This service is available for prepaid orders.
What if I'm unavailable when the courier arrives?
The process depends on the courier. They may attempt delivery again, contact you by phone, or take the parcel to a branch or pickup point. Check the tracking information for the latest updates.
What should I do if the parcel or product arrives damaged?
Keep the original packaging and take photos of the outer parcel, inner protective packaging, and product. Contact us as soon as possible so we can advise you.
What should I do if I received the wrong product or something is missing from the package?
Contact us with your order number and, where appropriate, photos of the packaging and its contents. We'll investigate and let you know what to do next.
If you're buying a large or heavy product, try selecting prepayment at checkout. In many cases, more affordable shipping options are available compared with cash on delivery.
Payments
Which payment methods do you accept?
We accept card payments, bank transfers, and cash on delivery where supported by the selected shipping method.
Payments & SecurityCan I pay cash on delivery?
Cash on delivery is available for selected shipping methods. It may not be offered for some large or heavy parcels because certain lower-cost shipping services only support prepaid orders.
Is paying by card secure?
Yes. Payments are processed through a secure platform provided by a partner bank or payment provider. wox.gr does not store your full card details.
Can I pay by bank transfer?
Yes. Our business account details are listed on the Payments & Security page. We recommend including your order number and full name in the payment reference.
Returns, right of withdrawal & cancellations
Can I return a product?
For purchases eligible for the right of withdrawal, you can exercise this right within 14 days of receiving your order, in accordance with applicable law and our Returns Policy.
View the Returns PolicyWhat condition must the product be in when returned?
The product must be properly protected and returned with its accessories and any accompanying items. The exact terms depend on the reason for the return and are set out in the Returns Policy.
Who pays for return shipping?
For withdrawal due to a change of mind, the direct cost of returning the product is generally borne by the customer, in accordance with the Returns Policy. In cases of incorrect shipments or confirmed issues, the process is handled differently, and we'll advise you accordingly.
When will I receive my refund?
Refunds are processed according to the circumstances and the terms of the Returns Policy. How long it takes for the funds to appear in your account may depend on your bank or payment provider.
How do I request a return or cancellation?
You can sign in to your account using the email address associated with your order or contact us.
Submit a requestProducts & choosing the right one
How can I make sure I'm choosing the right product?
Check the dimensions, technical specifications, compatibility, and information on the product page. If you're unsure, contact us before purchasing.
Can I call you for help before buying?
Of course. Our phone support is available Monday–Friday, 9:00 AM–2:00 PM. We can help with dimensions, features, compatibility, or comparing products, based on the information available for each model. Outside phone support hours, you can message us on WhatsApp or email us. If needed, we can call you.
Where can I find dimensions and technical specifications?
Available dimensions, specifications, and key features are listed on each product page. If any information is missing, contact us.
Where can I find user or assembly instructions?
Instructions may be included in the packaging or available online. If you need help, send us the model or order number.
How can I check whether a spare part is compatible with my product?
Check the exact model or SKU. If you're unsure, contact us with the model, a photo, or your order number so we can check compatibility where possible.
Product warranty & support
Do products come with a warranty?
Coverage depends on the product, category, manufacturer, and the rights provided for under applicable law.
View the Warranty PolicyWhat should I do if there's a problem with the product?
Email us at info@wox.gr with your order number, a brief description of the issue, and photos or videos if helpful. We'll guide you through the next steps.
Are spare parts available?
We try to provide spare parts or alternative support solutions for many products and brands, depending on availability.
What is generally not covered by a warranty?
Damage caused by improper or unintended use, drops, impacts, unsuitable installation, modifications, or normal wear and tear may not be covered. Each case is assessed based on the product and applicable law.
Customer account
How do I sign in to my account?
Use the email address associated with your order. You'll receive a verification code through Shopify's secure account system, so you don't need a permanent password.
Sign in to your accountWhy isn't my order showing up?
Make sure you sign in using the same email address you used to place the order. If it still doesn't appear, contact us and we'll look into it.
Can I view my order history?
You can view available information about current and past orders associated with the same email address through your account.
Pickup from the Patras warehouse
Can I collect my order from the warehouse?
Yes, you can collect your order from our warehouse in Patras by arranging it in advance and after confirming that your order is ready.
What are the pickup hours?
Pickup is available Monday–Friday, 10:00 AM–3:00 PM, by prior arrangement.
Couldn't find the answer you were looking for?
The wox.gr team is here to help with any questions you have before or after your purchase.
Phone support: Monday–Friday, 9:00 AM–2:00 PM.
For assistance during the rest of the business day, contact us via WhatsApp or email. If needed, our team can also call you.