SHIPPING & RETURNS

When will my purchased product be delivered?
Under normal circumstances, deliveries within Istanbul are made within 24 hours after being shipped; deliveries outside of Istanbul are made within 2-3 days (depending on the delivery time promised by the shipping company to your city or district). If there is any issue during the procurement process, our customer service representatives will inform you via email.

How will I receive my order if there is no shipping company near my address?
The shipping companies we work with generally deliver products all over Turkey. If there is no shipping agency in your area, it is considered a "mobile region," and deliveries are made on certain days of the week. The procurement process and shipping fees specified on our site apply to city and district centers. Products cannot be delivered to points outside city and district centers and mobile regions; if delivered, an additional shipping fee will be charged.

What does "In Procurement Process" mean?
If the product you ordered is in our stock, the shipping process starts immediately. If your order contains more than one product, preparation begins with the first ordered product in stock. For your orders that are not yet in our stock, the procurement process begins. (In this case, you will see the phrase "In Procurement Process" next to the product you ordered.) Requests automatically forwarded to our relevant supplier are followed up, and your orders are ensured to be in our stock as soon as possible.

How will I know that my order has been shipped?
When the products you purchased from our site are handed over to the shipping company, shipping information about your order is automatically sent to your registered email address and mobile phone number as an SMS. With this notification, you can find out when your product(s) were handed over to the shipping company. Additionally, you can track the status of your order from the "Orders" section on the "My Account" page.

What should I pay attention to during delivery?
When your orders are delivered to your address, we recommend opening the cargo package and checking it after signing the delivery receipt. If there is any mistake in the package contents or if the products are damaged or deformed, please have the cargo officer prepare a "Damage Assessment Report" and contact us about this issue.

What if my shipment is going to the wrong address?
When your order is handed over to the shipping company, the delivery address is automatically transferred to the shipping company's system without any changes, and the shipping process continues accordingly. Delivery branches are assigned to the branch connected to your address by the shipping company. Therefore, which branch will deliver the product is not a choice dependent on us. If your shipment is sent to the wrong address or branch, the shipping company will be informed by us and the redirection process will be carried out as soon as possible if you inform us via a message from the "Customer Service" page.

What happens if the delivery person cannot find me at the delivery address?
If the shipping companies we work with cannot reach anyone at the delivery address, they will leave a notice on your door. This notice includes the address and phone numbers of the shipping branch delivering your package. The shipping branch will hold your package for 3 days and will send it back if they cannot reach you. If you cannot receive your cargo because you were not at the address, you can contact your shipping branch using the information on the notice and get detailed information about the delivery.

Can I change my delivery address?
You can notify us of a delivery address change via a message from the "Customer Service" page while your entire order is in the procurement process. However, if one or more products in your order have already been shipped (partial delivery), the delivery address you previously specified is transferred online to the shipping company, and the same delivery address is used for each shipping exit for a single order, so an address change made through the system will not be immediately reflected in the shipping company's system.

My order arrived damaged or broken. What should I do?
All products offered for sale are inspected for damage when received from the supplier and when packaged for delivery to the shipping company. Therefore, there is no possibility of any product being sent damaged. However, for sensitive items such as glassware or electric heaters, damage may occur during transport due to dropping or incorrect loading. In such a case, the process is as follows: When the delivery officer delivers your order to your address, be sure to check for external damage before accepting the product, and if you see any damage, have a "Damage Assessment Report" prepared. Pay attention to the explanations written by the delivery officer in the Damage Assessment Report. For example, an explanation like "There is no damage to the box. The product is damaged" is interpreted as the product not being damaged during transport, which may cause issues during your exchange request. Warn the delivery officer to record accurate and precise terms, such as "The product was checked upon delivery and found to be damaged." A report containing such a statement will speed up your product return process. If you notice any damage after the delivery, immediately contact the relevant shipping branch and request a "Damage Assessment Report." If the shipping branch is not helpful, please inform us as soon as possible. Before sending the product back to us, apply through the "Fault/Return/Exchange" button in the order details on the "My Account" page. Your product exchange process will be completed quickly when you send the damaged product back to us with the Damage Assessment Report, and you will be informed accordingly. To avoid issues with shipping compensation, send the damaged product back with the shipping company that delivered it to you.

The content of the package I received is incomplete. What should I do?
Products offered for sale come in their original boxes from supplier companies and are packaged and delivered to the shipping company without being opened. You will see a warning label on the shipping packages to alert you to any possible issues during shipment. This warning reminds you to open and check the product in the presence of the delivery officer during delivery. If you find any shortage or error in the package content as a result of your inspection, have a "Situation Assessment Report" prepared by the delivery officer. After this process, you can receive the product and apply to us only with the report. If you notice the shortage or error after delivery, you can apply to us without a report. Simply fill out the related form in the "Fault/Return/Exchange" section on the Order Details page.

The product I received is different from what I ordered. What should I do?
If a different product was sent due to an error in stock coding, we apologize first. Please return the product to us by filling out the return exchange form included in the package. Necessary procedures will be carried out once the product reaches us.