Help & FAQs

Contact us with your order number so our team can check the actual dispatch status. We do not restart the preparation period when you contact us. You can request cancellation before delivery without waiting for the preparation period to end.

For standard goods, the statutory maximum fulfilment period is 30 calendar days from receipt of the order, and any shorter delivery commitment remains binding. The preparation estimate and partial shipments do not extend this limit. Genuinely personalised goods are subject to the statutory exception; producing a standard item after ordering does not by itself make it personalised. See our shipping and returns conditions for details and your rights if delivery is late.

Before sending your parcel, contact our customer service team with your order number and request the return shipping code and return/exchange form. Email [email protected] or message us on WhatsApp: +90 850 305 4883.

Our team will share the code, form and shipping instructions. Complete the form with your order details, the item and whether you want a refund or an exchange, then place it inside the parcel. Use the carrier and return code provided by customer service, and keep your shipping receipt and tracking number. Do not send the parcel to our registered office without instructions.

The form helps us identify your request; a clear written withdrawal notice is also valid. For statutory withdrawal, send the goods back within 14 days of notifying us.

Returns using the carrier specified in the pre-contract information are free. If no return carrier was specified, return shipping cannot be charged to you.

Our operational target is to process a returned-item refund within 3–5 business days after it reaches us. This does not extend the statutory deadline. Bank posting time is separate.

For statutory withdrawal, the refund is due within 14 calendar days of handing the goods to the designated return carrier. If you use another carrier, the period starts when we receive the goods. If you withdraw before delivery, it starts when you notify us. Refunds include applicable delivery charges and use your original payment method without fees; we issue the refund in a single payment even for instalment purchases.

We do not automatically deduct TRY 150. For a partial return, the refund is based on the amount paid for the returned items; contact our team for the calculation for your order. A request, its approval and the completed refund are separate stages.