Customer Care

Shipping


HOW MUCH ARE THE SHIPPING COSTS?

Please check the rates for international orders in the Shipping & Payment section


WHICH COUNTRIES ARE YOU SHIPPING TO AND HOW LONG DOES THE SHIPPING TAKE?

We ship to most locations worldwide. Please discover all destinations in our Shipping & Payment section. Incoming orders are processed within 24 hours on weekdays and will be dispatched immediately. Our standard shipping within the EU takes a total of 2 to 5 working days, outside the EU shipping takes 6 to 8 working days. We always do our best to send your order as fast as possible on the way to you. Usually delivery takes only a few days.


HOW IS SHIPPING AFFECTED DURING PEAK PERIODS?

Due to a general high increase on order volumes during holidays, peak seasons and new releases, the processing of your order may take up to 48 hours. We will do our best to ship your order as soon as possible.


HOW CAN I TRACK MY SHIPMENT?

As soon as our warehouse sent out your order, you will receive a confirmation by mail with the tracking link and all further details.



Payment


DO I HAVE TO PAY INTERNATIONAL TAXES AND DUTIES?

When ordering within Ukraine, all additional charges such as VAT/tax and duties are included in the given price. When ordering outside Ukraine, all prices exclude VAT/tax and duties. Price also excludes costs for physical inspection at customs in countries where this is required. Please note that we cannot undervalue orders, or mark them as a gift. Customs policies vary from country to country - please contact your local customs office for further information. Note that sometimes custom agents may delay delivery of some packages.



Order


CAN I RETURN SALE ITEMS?

All Sale items are final sale and cannot be returned.


CAN I GET A PRICE ADJUSTMENT ON AN ITEM THAT IS NOW ON SALE?

No price adjustments can be made on previous purchases.


DO YOU PRICE MATCH OTHER ONLINE RETAILERS?

We do not offer price matching.


I DID NOT RECEIVE AN ORDER CONFIRMATION.

As soon as your order is placed, an order confirmation is sent to the email address you entered in the checkout. If it is missing, please make sure you have provided the correct email address and double check your email spam folder. If it’s still missing, there might be something wrong with the order. If so, contact us and we’ll sort it out for you.



Return


CAN I RETURN A PRODUCT I DON’T LIKE? 

Yes, all items except Sale items can be returned at your own expense if they have not been used. Please contact our customer service if you would like to return an item. Upon return the goods will be inspected and a refund made within 14 days (excluding original delivery charge). All goods returned must be as new, unused and in their original packaging with all labels and hangtags. Please remember: Returns harm the environment and are expensive. In the past, this caused an increase in shipping cost for all customers.


HOW IS YOUR RETURN POLICY?

Items can only be returned at your own expense if all of the below applies:

  • the product is new and unused
  • the product is being returned in the original packing, the packaging must not be damaged
  • all labels and hangtags are still attached to this product

The goods will be refunded to your account after your return has been processed. Please ensure that you keep the tracking number of the parcel service until you have received the refund.


CAN I EXCHANGE MY PRODUCT FOR ANOTHER ONE?

We do not offer exchanges. If you don’t like your product and would like to replace by another one, please send back the one you don’t like and place a new order in our store. We will credit you for the returned product as soon as we receive it in the warehouse.


WHEN WILL I RECEIVE MY REFUND?

We process changes and returns within five to ten working days, unless we need more information from you. Please note that at peak times (e.g. holidays or SALE), your refund may take up to three (3) days longer. Once we have processed your return, we will refund you the invoice amount. The duration of the refund depends on your payment method. Paypal credits will be visible on your Paypal account immediately after our processing. Bank account credits will be visible on your bank account within five (5) business days. Credit card credits can take up to fourteen (14) business days. If your refund exceeds this time frame, please contact us and your bank for more information.


HOW DO I KNOW THAT YOU HAVE RECEIVED MY RETURN?

Use the tracking number on the return label to see if we have received your parcel. If you are unsure about the status of your return, please contact us.


I RECEIVED THE WRONG ITEMS.

If you have received the wrong items, contact us and specify which products.



Products


ARE THE BACKPACKS WATER RESISTANT?

Our products are strongly water-repellent as we use a special mix of beeswax and natural plant oils to coat the inner fabric. However it is possible that by an extreme flow of water, moisture could get in through seams and zippers. Therefore we speak of “water-repellent” and not “waterproof”. We constantly try to improve these functions on our products. Our cotton canvas is coated with an a special mix of beeswax and natural oils so that water does not penetrate into the fibers and just rolls off. Depending on the use this effect might weaken after some time.


ARE YOUR PRODUCTS VEGAN-FRIENDLY?

All Petros products that are vegan-friendly. We do not use any real leather on our products.


DO MAGNETS CAUSE PROBLEMS FOR MY ELECTRONIC DEVICES?

Cameras, vehicle keys, memory cards, USD sticks, CD’s, DVD’s, cell phones and smart phones contain non-magnetic storage media. Therefore, static magnetic fields near those devices can not delete data or permanently damage them. However, compact laptop hard drives and credit cards are more sensitive towards permanent magnets. When in doubt, keep these devices away from magnets.


MY PRODUCT IS DIRTY. WHAT IS THE BEST WAY OF CLEANING IT?

Clean with a damp cloth if necessary. Please do not bleach, tumble dry and iron. Our cotton-based products are treated with a beeswax finish on. This finish can be removed if rubbed too much. If the water sits on the fabric and that section begins to darken slightly, water is making its way to the fibers and wetting them. If you want, you can order a piece of beeswax from us.