FREQUENTLY ASKED QUESTIONS

 

MEMBERSHIP

Why should I become a member? Can I shop without being a member?
You can shop as a guest without being a member. However, we recommend creating a membership to track your orders through the system, for us to contact you if necessary regarding your order, and to receive order status updates.

I forgot my password, what should I do?
Click on the account icon in the top right corner of our homepage. In the pop-up window, click the "forgot password" button below the login form and follow the steps. If your password does not reach your inbox, please check your "spam/junk" folder. If you experience problems with the email, you can reach us here.

 

ORDER AND PAYMENT

How can I pay for the products I want to buy? What are my payment options?
You can pay quickly and easily with your preferred credit card. All payments are protected with a 256-bit SSL security certificate.

Can I pay at the door when I receive the products?
We are currently unable to accept cash on delivery orders.

How can I use campaign and discount coupon codes?
You can use your relevant coupon by entering it in the "Gift code" field on your shopping cart page or during the payment process.

Do your prices include VAT?
VAT is included in our sales within Turkey.

Can I make changes after placing my order?
You can request changes by contacting our customer service within the first 2 hours after placing your order.

 

SHIPPING AND DELIVERY

What is the delivery time within Turkey?
Your order will be delivered to DHL Cargo within 1-3 business days and usually reaches your address within 3-5 business days.

What is the international delivery time?
Shipments with DHL Express are delivered within 7-14 business days. Customs procedures and country location may extend the process.

How much is the shipping fee?
For all orders within Turkey, shipping is free for purchases over 10,000 TL. For international orders, the shipping fee varies by country and is displayed on the payment page.

 

RETURNS AND EXCHANGES

What is your return period?
You can request a return or exchange within 14 (fourteen) days from the delivery of the product.

What are your return conditions and how do I return?
You can return your order within 14 (fourteen) business days from the date of delivery, provided that the following conditions are met:

• For returns, the original box/packaging of the purchased product must be preserved without damage and sent back.
• Returns of products with damaged original packaging, missing box and internal accessories, or those that have lost their resalability are not accepted.
• For you to exercise your right of withdrawal, the products you wish to return must not have lost their sales value. Some products are non-returnable, including gift cards, used products, and products without their original box.
• If there is any damage, scratch, tear, stain, tape-label use, or missing content in the box of the product to be returned, the product return will not be accepted.
• Products such as costumes/hats cannot be returned. An exchange for a different size/measurement is possible if the product's original packaging is not damaged.
• If there is a gift or promotional product included with the product you wish to return, you must return all of them.
• Return transactions for orders invoiced to institutions cannot be completed unless a return invoice is issued. If all copies of the invoice are not sent, VAT and all legal obligations belong to the customer, and this amount is not refunded.
• You can create your return request by selecting your relevant order from the "My Account > My Orders" page and clicking the "EASY RETURN" button.
• After your return shipment reaches us, its compliance with the return conditions will be checked and approved by the relevant department within 3 (three) business days.
• For purchases made with a debit (bank) or credit card, the refund period to your account may vary depending on your bank. Your refund will be returned to your bank.
• Our return conditions may vary under Law No. 4077 "On the Protection of the Consumer and its Implementation Procedures" and our company's practices.

Is return shipping free?
For returns within Turkey, the cost of the return shipment sent with our contracted DHL Cargo code will be deducted from your refund amount. Shipping costs other than DHL Cargo are the responsibility of the customer. For international returns, shipping costs are the responsibility of the buyer.