Frequently asked Questions (FAQ)
Welcome to the FAQ page of KouinGemTrees. Here you will find answers to the most common questions about our products, the ordering process, shipping, payments and returns. If you do not find the information you are looking for, feel free to contact us – we are always at your disposal!
1. General Information
What is “KouinGemTrees” and what products does it offer?
We are a handicraft workshop and we create decorative wire trees, metal olive branches and various other handmade items.
How can I contact you for questions or orders?
You can contact us for questions and inquiries through the online store here.
2. Orders & Payments
How can I place an order?
You can place your order through our online store.
What are the available payment methods?
The payment methods are: Debit/credit card, Google Pay, PayPal or bank deposit. Read more here.
Can I cancel or modify my order after it has been submitted?
Please send us a message in time or contact us in case you wish to cancel or modify an order or shipping details.
3. Shipping & Delivery
How long does it take to ship my order?
If the product is available, it is shipped immediately. In case we have to create it, the estimated date of preparation of an order is 1-3 business days.
How long does it take for an order to be delivered?
The estimated delivery times (EDT) are:
- 1-2 business days to Greece
- 2-3 business days to European countries
- 2-5 business days to the USA and Canada
- 4-6 business days to other countries
How much does shipping cost?
The shipping cost depends on the recipient’s country, pleace check it during checkout.
Do you ship products outside of Greece?
We ship products every day to all countries with FedEx services.
- Read more for Shipping Methods here.
4. Products & Usage
What materials are your products made of?
The wires we use are: Copper, brass, aluminum, gold-plated, silver-plated, stainless steel wire.
How can I take care of my products?
The wires that are sensitive and may turn black are copper and in rare cases brass. You should avoid placing a copper product in a hot spot.
Do you make custom orders?
In case you wish to have a custom order, please feel free to contact us.
5. Returns & Warranties
What happens if I receive a defective, damaged or wrong product?
Depending on the case, please inform us in case of a defective, damaged or wrong product so that we can proceed with a partial/full refund or replacement.
What is your return policy?
Read more details here.
6. Other Questions
Do you have a physical store where I can see the products in person?
Our physical store is a wonderful and warm space in Thessaloniki, Greece operating both as a workshop and as a retail store. Read more informations about our store and story here.