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At Pilot, we want your order to reach you quickly and safely — and we want you to feel confident when shopping with us. Below you will find everything you need to know about how we ship, how you can return a product, and what your rights are as a customer.
Shipping & Delivery
Dispatch time
Orders placed on business days are dispatched within 24 hours or on the next business day via our partner courier company.
Delivery time
After dispatch, typical delivery within Greece takes 1–3 business days, depending on your location. You will receive a tracking number by email once your parcel has been collected by the courier.
Shipping cost
Order value Shipping cost Under €50 €2.00 €50 and above Free Tracking your order
A tracking link is sent by email as soon as your order leaves our warehouse. You can also find it in your account under Order History. If you did not receive it, please contact us at info@pilot.gr.
Important notes
- The delivery address cannot be changed after the order has been placed.
- The customer is not obliged to accept packaging that is visibly damaged or opened during transport.
- If your order is late or arrives damaged, contact us within 7 days of the expected delivery date.
- Goods are transported at the customer's risk once handed to the courier.
Exchanges
If you need a different size or model, please contact our orders team first to arrange the exchange. Send the product by courier to our store address, accompanied by the original proof of purchase, within 15 days from the date of purchase.
Required conditions for an exchange:
- The product must be in the exact condition in which you received it.
- Original packaging must be unopened and intact.
- Original proof of purchase (receipt) must be presented.
Return shipping costs for exchanges are borne by the customer, unless the incorrect item was shipped due to our error — in that case we cover all shipping costs.
Pilot honours the manufacturer's warranty on branded items and replaces confirmed defective products at no charge to the customer.
Returns & Right of Withdrawal
In accordance with Greek Law 2251/1994 and EU Directive 2011/83/EU, retail customers have the right to withdraw from a distance purchase within 14 calendar days from the date of delivery, without needing to state a reason.
Conditions for a valid return
- The item must be unused and in its original condition.
- All original tags, labels, and packaging must be intact.
- Proof of purchase (receipt or order confirmation) must accompany the return.
Non-returnable items
- Gift cards and vouchers.
- Items that have been used, washed, or show signs of wear.
- Personalized or customized products.
- Products with broken seals where opening voids hygiene or safety conditions.
How to start a return
Contact us at info@pilot.gr or through your account to initiate the return. Once approved, you will receive instructions on how to send the item back. Return shipping costs are borne by the customer.
Refunds
Once we receive and inspect the returned item, we will notify you of the outcome. If the return is approved, a refund will be issued to your original payment method within 10 business days. Your bank or card provider may require additional processing time. If you have not received your refund after 15 business days from approval, please contact us at info@pilot.gr.
Damaged or Incorrect Items
Please inspect your order upon delivery. If an item is damaged, defective, or not what you ordered, notify us immediately at info@pilot.gr. We will assess the situation and arrange a replacement or refund at no cost to you.
Contact Us
For any questions about your shipment or a return, our team is here to help:
info@pilot.gr