FREQUENTLY ASKED QUESTIONS
Questions related to Delivery
- How can I benefit from the same day delivery service?
For purchase transactions made within the borders of İstanbul, same day delivery service is provided by our co-workers. You can benefit from the same day delivery service for your orders placed until 13.00. The orders placed after 13.00 shall be delivered the next day.
- To which provinces is the same day delivery service provided?
Same day delivery service is only valid within İstanbul.
- What is the same day delivery fee?
No fee is charged within the process of the same day delivery.
- How can I receive my order from the store?
If you want to receive your order from the store, you can contact our customer service.
- Are deliveries made on public holidays?
Delivery is not made on public holidays.
- Where can I see my orders? How can I track my order status?
After logging in to the website, you can check the status of your order in the "My Orders" field on the "My Account" page..
- Can you resend my invoice?
We can resend your invoice via e-mail or by delivery to the address.
Questions related to Returns & Exchanges
- Will I pay the shipping costs for Return/Exchange transactions?
Shipping fees are to be borne by us, and our visitors do not pay shipping fees for purchase and return transactions.
- How many days is the return period?
If you have not used the product you have purchased, you can return it within 14 business days.
- How long after the return is the refund reflected in my account?
After the refund transaction is made, depending on the bank where the transaction is made, the refund of the amount to your card varies between 5-10 business days.
- How can I exchange the product I have purchased?
The product cannot be exchanged, and if you have not used your product, you can return it within 14 business days.
- I want to change my order address; how can I do it?
You may communicate your request for change of your order address by contacting the customer services on the line numbered 0530 917 33 61, or by sending an email to [email protected]
- Can I change the delivery address and recipient's name on my order?
You can change the delivery address and the recipient's name by contacting our customer service.
- Do I need to be a member to place an order?
You must be a member to be able to place an order.
- Is VAT included in the prices of the products I purchase?
VAT is included in the prices of the products you purchase.
Questions related to Shipping
- With which cargo company is my order being delivered?
Your orders are delivered to Yurtiçi Cargo with 100% insurance assurance by Loomis.
- How can I see the cargo distribution status of my order delivered to cargo?
When your order is delivered to the cargo, a cargo tracking code shall be notified by Yurtiçi Kargo. You can track your order with the notified cargo tracking code.
- I have placed my order. When will the products be delivered to me?
Your orders will be delivered to your address between 2 and 5 business days.
- Can you ship the product I have purchased abroad?
We do not have an option to ship abroad.
- What happens if I am not at the declared address when my order arrives?
The cargo companies we work with come to your address for delivery and if they cannot reach anyone at the delivery address, they leave a note on the door. This note contains the address and phone number of the cargo branch that makes the delivery to you. You can reach your cargo branch according to the information on the note.
- I have forgotten/do not know my password; how do I log in to the website?
If you have forgotten your password, please click on the "I forgot my password" link on the screen where you sign in. When you enter your e-mail address that you used while registering, the link required to create a new password will be sent to your registered e-mail address.
- How can I change my communication preferences?
You can cancel your e-newsletter subscription by clicking the "Click if you do not want to receive this message" section in the e-mails sent to you. However, we recommend you to continue to subscribe to the e-newsletter in order to benefit from the advantages we offer to our subscribers.
- How can I update my address information?
You can change your address information by clicking on the address book under the "My Account" tab.
- Is there a fee to become a member?
There is no charge to become a member of our website.
- What are your payment options?
You can do your payments by credit card or debit card.
- Is it possible to make instalments in shopping?
For the credit cards of Garanti Bank, you have the option of 3 instalments; for the credit cards of Yapı Kredi Bank you have the option of 3 instalments plus 3 instalments given by the bank, which makes 6 instalments in total.
- Can invoices be issued in the name of company?
You can create a new corporate address by clicking on the address book under the "My Account" tab, enter your tax identity number and tax office information, and choose your invoice address in the payment step; and we can issue an invoice in the name of your company.
- Do you have a wire transfer / EFT payment option?
We do not have the option to pay by wire transfer.
- Is there the option of payment at the door?
We do not have an option of payment at the door.