Sales Policy of «E-FestivalShop»


A. Introduction

THESSALONIKI FILM FESTIVAL” (hereinafter referred to as FESTIVAL) having its headquarters in Thessaloniki, at the building named "OLYMPION" in 10 Aristotelous Square, with tax identification number (TIN) 090290161, is a public-benefit and non-profit legal entity, which was established by Article 4 of Law 2557/1997 (Official Government Gazette: A΄/271/24-12-1997), is governed by the provisions of articles 21-33 of Law 3905/2010 (Official Government Gazette: A΄/219/23-12-2010) as well as by private law, is supervised by the Minister of Culture and Sports and works in the public interest. The Festival is legally represented by the General Director.

The current Policy governs the operation of the FESTIVAL's online store (“E-FestivalShop”), as well as your transactions with it.

Contact Details:


B. E-Contract for the Sale of Products - Order

By placing your order on E-FestivalShop, so as to purchase products provided by the FESTIVAL, for which you can get information from the FESTIVAL’s website and its brochures, as well as from the website of our online store, constitutes a conclusion of a distance sale contract (e-contract) with the FESTIVAL. The concluded contract is governed by the applicable Greek and European legislation and especially by Law 2251/1994 on “Consumer Protection” (Official Government Gazette: B΄/40/17-01-2018), as codified and currently in force after its amendment by Law 4512/2018.

The following personal details are required in order to place your order: full name or business name, e-mail address, telephone number, billing and shipping address (street, street number, postal code, city, country). Once you have completed the necessary personal details, you can choose between the available payment and delivery methods as described in detail in this Policy. At this stage, you are also informed about the unit and the total price (VAT included) of the selected products, as well as any additional costs/charges (e.g. shipping costs, return shipping costs). Your order is completed once you accept the terms and conditions of the FESTIVAL Privacy Policy as well as of the present Policy by checking the corresponding fields. You will receive an (order confirmation) e-mail in your personal email confirming your order, the order number and the details of your online transaction.

Payment of your order (price of the products and additional charges) is made with the payment method that you have chosen from the available ones. If you prefer to pay by a debit/credit/prepaid card, once you have completed your order, you will be automatically redirected to Alpha Bank's secure transaction environment in order to complete the payment of your order by filling in your card details. After completing the payment you will receive an e-mail confirming the successful process of your transaction.

Please note that the completion of the order does not imply the delivery of the products without the payment of the order. The performance of your concluded distance contract with the FESTIVAL ends with the prior payment of the order and the subsequent delivery of the products. 


C. Payment Methods

  1. Credit/Debit/Prepaid Card
    You can do your shopping with your Visa, MasterCard, Maestro, American Express, Diners credit/debit/prepaid cards within the Alpha Bank’s secure transaction environment (Alpha e-Commerce)[1]. To pay for your purchases, you shall fill in your card details following the instructions provided by our online store. Please note that the FESTIVAL neither collect nor store in any way your card details in compliance with the Privacy Policy posted on its website (

  2. Masterpass Digital Wallet
    You can safely pay for your shopping using the Masterpass digital wallet simply by subscribing to the service even at the time of payment.

D. Delivery Methods

  1. Product Receipt from the Festival Shop
    You can receive the products, after the confirmation of your order by e-mail and the completion of your payment, from the FESTIVAL's physical store named “Festival Shop (“OLYMPION”, 10 Aristotelous Square, Thessaloniki), from Monday to Friday during working hours 10:00-17:00 (public holidays excluded). You are required to kindly indicate the order number (order confirmation e-mail) and, if so requested, any identity documents (e.g. an identity card, a driving license) in order to identify your personal details. A third party can receive your products, after communicating with the FESTIVAL, by indicating the order number and a respective identity document. Afterwards, the products you have ordered are delivered to you and you ought to check that they are in perfect condition, which condition you acknowledge and accept upon your exit from the “Festival Shop”.
    Due to the special circumstances, the order pick-ups take place by appointment only.

  2. Order Dispatch
    The order is dispatched with an associate courier company within 2-4 working days from the day of the payment confirmation (price of the products and additional charges). In case of exceptional events constituting force majeure or an unforeseen change of circumstances (e.g. strikes, harsh weather conditions), the dispatch time of the order may be extended for a reasonable period of time.
    Dispatches and deliveries may incur delays due to the special circumstances.

    Shipping Costs:
    Domestic Consignment (Greece):
    - For orders over € 29,00, the consignment is free of charge.
    - For orders below € 29,00 and for a parcel weighing up to 2 kg, the shipping costs amount to € 3,00.

    - For every extra kilo (kg), the charge is equal to € 1,00 per kilo.

    If a P.O.Box is stated as delivery address, the shipping is executed by Hellenic Post (ELTA)
  3. International Consignment (Abroad):
    - For parcels weighing up to 2 kg, the shipping costs amount to € 20,00.
    - For parcels weighing more than 2 kg, the current price list of the Hellenic Post (ELTA) for foreign parcels is applicable.
    Please note that for international consignments the delivery time of ELTA for international parcels applies.

E. Return Policy

When shopping online in the E-FestivalShop, the FESTIVAL is obliged to deliver products with the agreed qualities and without any defects in compliance with Article 534 et seq. of the Civil Code (legal guarantee) to its consumers. The FESTIVAL does not offer any additional commercial guarantee (warranty) for its products and bears no liability or obligation to its consumers, beyond the legal guarantee.

All products sent to you are checked before they are dispatched and they are sealed. To avoid any inconvenience, please carefully check the products at the time of receipt of your order, so that you can see the condition of the products delivered to you and any obvious defects. In case you wish to withdraw your order, please immediately contact the FESTIVAL in writing by e-mail at, attaching a photograph of the product in the condition that you have received it, or alternatively please contact our offices by phone on 2310 378410.

E.1. Right of Withdrawal

You have the right to withdraw from the distance sale contract (e-contract) with the FESTIVAL, without giving any reason and free of charge, either by canceling your order, if you have not received the products from the physical store or the products have not already been delivered to you with a courier company, or by returning the products to the FESTIVAL, if you have already received them, following the process, the terms and conditions provided  by this chapter (E. Return Policy) and its individual articles (E.1, E.2, E.3). If you have received the products, you are entitled to withdraw within a time limit of fourteen (14) calendar days from the day on which you or a third party that you have indicated obtained the physical possession of the products. Within the same time limit, you have to inform the FESTIVAL using the above contact methods and the latter (FESTIVAL), after confirming the receipt of your request, will inform you about the actions that you should take.

Please note that you are not entitled to return products in the cases listed in the Article 3ib of Law 2251/1994, as currently in force. Indicatively, you are not entitled to return:


E.2. Obligations of Parties upon Withdrawal

Once you have notified the FESTIVAL of the exercise of your right of withdrawal (order cancellation or product return), the FESTIVAL will reimburse you any payment received by you, including the respective price of the products and the additional costs/charges (shipping costs). The reimbursement will be made, within fourteen (14) calendar days from the day on which you informed us of your intention to withdraw, using the same means of payment (e.g. plastic money) as you used for your initial transaction. You will not be refunded any bank fees that you incurred during your initial transaction. It is underlined that the FESTIVAL is entitled to withhold the reimbursement until the products have been received back.

In the event of product return, you must deliver or dispatch the products to the FESTIVAL, at your own risk and expense (any return shipping costs), no later than fourteen (14) calendar days from the day on which you informed us of your intention to withdraw. You have the obligation to return the products in the same perfect condition that you received them together with the receipts and any other document, content or packaging (e.g. manual, labels, spare parts, accessories, box). Please note that you are liable to the FESTIVAL for any diminish in the value of the products due to handling other than the necessary to establish the nature, characteristics and functioning of the products.


E.3. Special Cases of Product Returns


F. Other Terms

[1] All payments made using the card are processed through the electronic payment platform of Alpha Bank’s Alpha e-Commerce and TLS 1.2 encryption protocol is used with 128-bit (Secure Sockets Layer – SSL). Encryption is a way of coding the information until it reaches its recipient, who will be able to decode it using the appropriate key.