Account
- How do I create customer account?
You can create customer account from here.
- How can I change my password?
Log in to your account, then you can change your new password from the 'Information' menu.
- How can I update/add the address?
Log in to your account, then you can 'update or create new address' from the 'Addresses' menu.
- I forgot my password, what should I do?
If you have forgotten your password, click here. It will send you an automatic email you on how to reset your password.
Order
- How secure is my online order?
When purchasing online using your credit card, all of your information is entered into an SSL secure web page. Your information is then SSL-encrypted and sent directly to our credit card provider’s network, where your card and transaction is authorized and approved. Your credit card information is not stored on our servers.
Click here for more information.
- How do I change or cancel my order?
We reserve the right at any time after receipt of the order to accept or decline the order, or any portion thereof, in our sole discretion, even after the Customer receives an order confirmation or after the credit card has been authorized. If the credit card has already been authorized for the purchase and the order is canceled, we will issue a credit to the original method of payment.
Any cancellation made after an order has been placed will be subject to a cancellation fee of 30% of the Total Price regardless of the time the order has been placed (even if it is just a second later) as the merchant processor/credit card charges us a fee for cancellations.
Please note that any orders that have already been packed or shipped cannot be canceled.
- Do you stock the items that are sold?
Yes, all products are stocked in central warehouses in Istanbul.
- How do I know which size to choose?
You can view our dimension tables on the product page, or contact us.
Payment
- What payment methods do you accept?
We accept all major credit cards (VISA, Mastercard), and Western Union money transfer. (American Express/AMEX not accepted)
- Can I use Paypal to pay ?
Sorry, PayPal are not available on our country. (As PayPal, we regretfully announced that we have stopped our activities in Turkiye as of June 2016.)
- How to send money on the Western Union® app ?
Click here for more information.
- Is my privacy and personal information safe on your site?
We strive to provide the best e-commerce service in the industry and we always guarantee secure payment transactions. Please click here to view all information about how we protect your privacy and personal information.
Shipping
- Can I change my shipping address after placing an order?
Please be advised that your shipping address cannot be revised after the order has been processed or shipped. Kindly update your shipping address to your residential address instead of your vacation address as we do not know how long the destination’s customs department will have the package on hold.
- How do I track my shipping?
We will email your tracking information as soon as your order has shipped. Usually, you will receive the tracking number one day after we have shipped your order.
- How much is the shipping cost?
When purchasing the product, the shipping fee is automatically calculated and displayed on the checkout page.
- My product arrived damaged in shipping. What should I do?
We're sorry. Unfortunately, there's nothing we can do about this. (We may offer a discount on your next order.)
- How long does it take for my shipment to arrive?
Shipping times vary by country (customs procedures, holidays, weather conditions ..etc) You can see average delivery times on our shipping information page. We are not responsible for delays caused by the customs department in your country.
Costums
- Do I have to pay any customs tax?
Each country has its own customs rules, European countries charge 18% customs duties. Whichever country you are ordering, we recommend that you inquire about your country's customs rules.
- Why is customs holding your parcel?
International Postal Regulations require that every item passing an international border is subject to Customs inspection in the destination country.
Postal items coming into your country are inspected by the your country Customs Service (Customs) for a number of reasons.
These include but are not limited to inspecting the item to identify:
Outstanding customs fees
Prohibited and restricted goods
Incorrectly declared goods
Problems contacting the consignee
According to your country customs rules, it’s important that you’re aware your goods may attract charges or be delayed by Customs inspection.
Each country's customs rules and ways of working are different. We do not have a chance to speed up the customs process and intervene in a package that is held at customs for any reason.
Note: Country customs decide whether the packages held at the Customs have tax, or whether they carry security risks, whether your package can enter the country or not. Only your country's customs decides how many days your package will stay in customs or not.
Note: If your package is holding by your country's customs, we advise you to contact your country customs by phone and inquire about the status of your package. (you should know that we are not authorized to do anything about it, you should know that this responsibility belongs to you)
Return and Exchange
- How can I return or exchange a product?
We regret to inform you that the product cannot be returned or exchanged.