FAQ

Frequently Asked Questions

General Questions

Pure Yellow is a wholesale to trade only. To see our trade prices and other perks available to our clients you must be registered as a trade entity and be logged in.

Other than trade b2b entities have no access to prices, but they can become eligible to receive special offers from our client service department, if they apply by email or by filling the form here.

As a consumer, you are encouraged to visit one of our many established retailers all over Greece and internationally. Find here a store or shop near to you (link to retailers list).

You may apply by filling out the form here or you can email to info@pureyellow.gr the information below.

• Main Contact Person Full Name
• Main Contact Email
• Business Telephone Number
• Full Company Name
• Type of Business
• Company VAT Number
• Company Registration Number if applicable
• Website or a social media link (if applicable)
• Company Address
• Postcode
• Country
• How did you hear about us?

For more information please visit our Trade Services page or contact the sales manager by email to info@pureyellow.gr.

Applicants from all businesses worldwide are welcome to apply for a trade account  to enjoy full product information, competitive trade prices and special offers and other perks available on our website. After your successful registration as a new customer, you will receive an email containing your login information.
Wholesalers are not eligible and will not be accepted for a trade account. We are not able to open trade accounts for the purpose of resale within a retail environment such as a showroom or online/physical store.

If you are interested for a b2b account scheme (hospitality industry, contractor, architect or interior designer) you must know that special discount and prices for b2b clients are not available from our e-shop.

Instead to become eligible as a b2b client and receive by email special offers and discounts from our customer service you must also apply  by filling the form here.

  • Trade accounts are activated after a first order placed with a minimum spend of €500 excluding VAT.
  • B2b clients are activated with the placement of a minimum spend of €3000 excluding VAT.
  • Your trade or b2b account will be reviewed periodically, at least on an annual basis.

Ordering & Shipment

  • Trade accounts are activated after a first order placed with a minimum spend of €500 excluding VAT.
  • B2b accounts are activated with the placement of a minimum spend of €3000 excluding VAT.
  • Your trade or b2b account will be reviewed periodically, at least on an annual basis.

Our stock is regularly replenished unless an item is discontinued. Due to the nature of our products and the handmade processes used to produce them, items may occasionally show as “out of stock” but they will be back soon (7-20 days). Other products show as “only available on backorder”. Products on backorder are only available by placing an order online or by email.

If the product you want to purchase is indicated as “out of stock” without a backorder option, this means we are not expecting delivery of the items soon but may receive some more of this item in the near future. Please click on “NOTIFY ME WHEN THIS PRODUCT IS IN STOCK” and follow the instructions. If and when we have stock of these items, we will let you know.
Should you need further information about it please contact our customer service team at info@pureyellow.gr for further information on when these items will be next available.

For more information on stock availability, contact info@pureyellow.gr

Your total order value will be charged on completing checkout, including products which are out of stock and on order.

If a product is on preview the relevant product page has also a preview indication, you are recommended to pre-order this item as soon as possible to avoid disappointment. Your transaction will be charged normally at checkout.

Extraordinary items from our limited edition series are handmade of rare or difficult to find material and handcrafted by few very skilful artisans which take a long time and effort to create them.
Such items are only made-to-order and require an irrevocable, non-refundable advance payment which is usually higher than down payments for other more regular products orders. If the item you are interested in has a made-to-order indication on our webshop product page we suggest that you contact our dedicated customer service team to discuss any further information about expected delivery dates, advance payment amount etc.
Depending on the object production time for these items is usually 8-12 weeks after order placement and down payment fund is cleared and collected.

All deliveries are subject to stock availability and security checks. We ship all orders from our warehouse in Athens within 2-3 days, assuming that all products are in stock. If a product is not in stock or a preview product that need to be pre-ordered please see the expected date of dispatch on your order confirmation.

Our aim is to deliver all orders within the specified times once receipt of payment has been confirmed. Sometimes out of stock items may be available again very soon within a few days or may take longer 2-6 weeks. Please keep in touch with our customer service team or your account manager.

Delivery of goods to trade clients located in the Prefecture of Attica is served directly by our own fleet, free of charge.
Delivery of goods for the rest of Greece is served by our company by our own fleet to a transportation company appointed and indicated by you. In this case our liability,
For Overseas and other EU countries, we use UPS or DPD. For extra heavy or large items, we use air freight and cargoes. Please contact our customer service for more information, if your order has such items indicated on the product web page additional information. Sometimes for very heavy or very large items, we dispatch your items directly from our manufacturer’s location. In this case, we will contact you to arrange a convenient date for delivery.

To ship your products as soon as possible, we handle your order immediately. This applies to all in-stock products. If any of your products went out of stock in the meanwhile, you can change or cancel your order immediately after our email notification about the issue within 2-3 day after your online order placement.
The ability to change or cancel your order depends from the following conditions.

The ability to change or cancel your order depends on the following conditions.
1. Out of stock goods
You may change or cancel your order for the out of stock goods you ordered at any time up to the end of a fourteen days timespan if we have not confirmed dispatch of your product in the meantime.
2. In stock goods
As in stock orders are dispatched promptly, we are unable to cancel or amend your order once you have received our email order confirmation. If you still wish to cancel or change your order please return your order once received, as above. If you wish to purchase an additional item, you will need to place a new order to be fulfilled separately.

In case, you have changed your mind after receiving your order you can still return to us any item you want within a time span of fourteen working days from the date you received your merchandise.
Return of goods can be made on your own expenses and only if the goods returned to us are in good order and resalable condition. If your goods need to be returned by freight you will be responsible for the cost of this, though it may be arranged by Pure Yellow if required.
If we receive the return good damaged we have the right to not credit your account for them. In this case, you are not eligible for a refund but we credit your account with the amount and you can use it to place another order immediately or later. Perishable goods are not accepted for returns and refunds.

Made-to-order products are not refundable, and if you wish to cancel your order before dispatch confirmation, you will lose your irrevocable down-payment. In case you choose to cancel your order for a made-to-order item, two weeks before the delivery date, then you will be charged for the total cost of the product and relevant customs duties and taxes.

We cannot change the delivery address once an order has been placed. Delivery will be made to the address provided with your order. Τhe only exception for this is in case the product is paid for by PayPal it will be delivered to the address which is registered with PayPal. Due to PayPal’s security policy, we are unable to change the address and put another address even if it is mentioned in your order.

The prices in our webshop are the actual prices for the goods. Regularly we adjust prices twice a year when a new season begins and we may reduce certain prices for discontinued products. At times, we may also increase the price of some products due to external factors or raise of international cargo and shipping costs, insurance etc or we may reduce certain prices as a part of a special campaign or for products on sale. But once you have placed an order and paid for it, prices in your order are locked and cannot be changed.

Unfortunately, we cannot refund the difference. Once an item has been ordered the price is fixed for delivery. We reserve the right to change prices at any time without prior notice.

All of our products are handmade of natural raw materials and they are expected to have natural imperfections and/or a unique finish, shape, colour or texture which may slightly vary from the picture you see on our webshop or even between same items you have ordered. Dimensions may also vary slightly.

All prices include 24% VAT. prices are quoted and charged in euros and include 24% VAT, which is set apart at checkout. If your business is located in EU country, then VAT is not charged to you, but it is you responsibility to declare the transaction and pay the VAT to your country tax authorities and claim it back accordingly. If your business is based overseas VAT is not charged to you, and you may have no obligation to declare and pay VAT to your local tax authorities.
Please note that all deliveries to destinations outside of the UK may be subject to import duties and taxes, which are levied by the importing country at the time the delivery arrives in your country. All applicable duties, fees and any additional charges are outside of our control and you will be responsible for these payments.

Please contact our customer service by phone or email to customerservice@pureyellow.gr


This post is also available in: Ελληνικα (Greek)