FREQUENTLY ASKED QUESTIONS
MEMBERSHIP
Why should I become a member? Can I shop without registering?
You can shop as a guest without creating an account. However, we recommend that you register so you can track your orders through the system, we can contact you when necessary regarding your order, and you can receive updates about your order status.
I forgot my password, what should I do?
Click on the “My Account” icon at the top right of our homepage. In the window that opens, click on the “Forgot my password” button under the login form and follow the steps. If the password reset e-mail does not reach your inbox, please remember to check your “spam/junk” folder. If you experience any problems with the e-mail, you can contact us from here.
ORDER & PAYMENT
How can I pay for the products I want to purchase? What are my payment options?
You can make fast and easy payments with any credit card you wish. All payments are protected with a 256-bit SSL security certificate.
Can I pay at the door when I receive the products?
We currently do not offer cash on delivery as a payment option.
How can I use campaign or discount coupon codes?
You can enter your coupon into the field labeled “Gift code” on the Cart page or during checkout.
Are your prices inclusive of VAT?
For orders within Turkey, VAT is included in our prices.
Can I modify my order after I have placed it?
You can request changes by contacting our customer service within the first 2 hours after placing your order.
SHIPPING & DELIVERY
What is the delivery time within Turkey?
Your order is handed over to DHL (MNG) cargo within 1–3 business days and usually reaches your address within 3–5 business days.
What is the international delivery time?
Shipments via DHL Express are delivered within 7–14 business days. Customs procedures and the destination country may extend this period.
How much is the shipping fee?
For all orders within Turkey, shipping is free. For international orders, the shipping fee varies by country and is displayed on the payment page.
RETURNS & EXCHANGES
What is your return period?
You can request a return or exchange within 14 (fourteen) days from the date of delivery of the product.
What are your return conditions and how do I return a product?
Provided that you comply with the conditions below, you may return your order within 14 (fourteen) business days from the date it is delivered to you.
- For returns, the original box/packaging of the purchased product must be preserved and sent without damage.
- Products whose original packaging is damaged, whose box or inner accessories are missing, or which have lost their resalable condition cannot be returned.
- To exercise your right of withdrawal, the products you wish to return must not have lost their commercial value. Certain products cannot be returned, including gift cards, used products, and products without their original box.
- If there is any damage, scratch, tear, stain, use of tape/labels, or missing items in the box content, the return will not be accepted.
- Returns of items such as costumes/hats are not possible. As long as the original packaging is intact, they can be exchanged for another size/measurement instead.
- If there is a gift or promotional product included with the item you wish to return, all of these items must be returned together.
- For orders invoiced to companies, the return process cannot be completed unless a return invoice is issued. If all copies of the invoice are not sent, VAT and all legal obligations remain with the customer and these amounts cannot be refunded.
- You can send your product to us free of charge via DHL Cargo by using our customer number “296652614”, together with your invoice.
- Within 3 (three) business days following the arrival of your return shipment to us, the relevant department checks compliance with the return conditions and approves the return if everything is in order.
- For purchases made by debit or credit card, the time for the refund to appear in your account may vary depending on your bank. Your refund is sent back to your bank.
- Our return conditions may vary within the framework of the Law No. 4077 on the Protection of Consumers and its Implementation Principles, as well as our company practices.
Is the return shipping fee charged?
For returns within Turkey, shipments sent via DHL Cargo are free of charge. For shipments made via carriers other than DHL Cargo, the shipping fee belongs to the customer. For international returns, shipping costs are borne by the recipient.