RETURN, EXCHANGE, CANCELLATION

 

 MEMBERSHIP
  • Do I Have To Create An Account In Order to Place On Order?
     

    The customers are able to place an order without an account. After adding the item(s) to the cart, the customer should select “Go to My Shopping Cart” and select the “Pay Now”, then select “Continue without Membership”.

    We suggest our customers to be a member in order to be informed about sales, campaigns, promotions and special offers.

    The customers can create an account quickly by clicking the “Sign Up” button on the right top of the main page and fulfill the form that popped up.

  • How Do I Edit / Update My Account Information?
     

    After getting logged in with e-mail address and password, “My Account” button will be available on the right top of the main page. Account information can be edited/updated on “My Account” section.

  • I Forgot My Password What Should I Do?


    After entering the e-mail address registered for membership on “Forgot My Password” tab at the bottom of the page or “I Forgot My Password” tab on the “Member Login” button on the right top of the main page, a password reset link will be sent to this e-mail address.

ORDERS
  • How Do I Find Product I Am Looking For?

    The customers can find the item(s) they wish to order via search bar by entering the keywords related to their needs or they can use the navigation bar.

  • How Do I Place an Order?

    The customers can place an order online easily by following the steps on “How Do I Order?” page or by clicking the “order via Phone” button on the right of the page of a product or by clicking the “order on WhatsApp” button on the right of the page of a product.

    Order via Phone: The customer should click the “order via Phone” button on the right of the page of a product and fill the the form that pops up. Then our customer care representative will call the customer. The customer can place an order by providing the link or name or code of the product he/she wishes to order, shipping address information and payment method information to our customer representative.

    Order on Whatsapp on Mobile: The customer should send a message directly to +90 531 253 19 44 or click the “order on Whatsapp” button on the product page and click the send button in order to send a message to our customer representative and start a conversation on WhatsApp. The customer can place an order by providing the link or name or code of the product he/she wishes to order, shipping address information and payment method information to our customer representative.

    Order on Whatsapp on Desktop: The customer should click the “order on Whatsapp” button on the right of the product page and click the send button in order to be directed to WhatsApp Web page. If the customer is already paired his/her phone on WhatsApp Web, then a conversation with our customer representative will start. ( If the phone not paired yet, follow the steps for pairing instructions on the WhatsApp Web page. ) The customer can place an order by providing the link or name or code of the product he/she wishes to order, shipping address information and payment method information to our customer representative.

  • Am I Able To Add/Remove an Item After I have Completed An Order?
     

    An item can be added & removed an order moved after cor if the status of the order is PRE ORDER or PROCESSING which means the order has not been SHIPPED yet. The customers can contact our customer care line +90 531 253 19 44 in order to check the status of the order and make a request to add/remove an item.

  • How Ling Will The Items On My Chart Be Available On My Cart?

    The items will be available in the cart as long as they are in stock. Out os stock items will be removed from the cart automatically.

  • Do You Have Gift Wrapping Service? 

    Yes, we do. When placing an order, the customer should check the Free Gift Wrapping box on the Address Information section.

  • How Do I Track My Order?

    Orders of members can be tracked on ‘‘My Orders’’ tab under ‘‘My Account’’ section. If the package is shipped, the tracking number can be displayed by clicking “Where is My Package” button on “My Orders” page.

    The customers who do not have a membership can track the orders via sms or e-mails sent by us. All customers are able to contact our customer care line +90 531 253 19 44 in order to track their orders.

  • I Have Received My Order But It Is Not Complate, What Should I Do?

    The customer should check the package when receiving it and should not accept it if the package is opened, torn, crushed, got wet, harmed, etc. If the package is harmed and the item/items is/are missing, the customer should ask for a damage assessment/missing item report from the shipping company and inform the company.

    If the package is delivered unharmed but the item/items is/are missing, the customer should contact our customer care line +90 531 253 19 44 or send an e-mail to [email protected] and provide order number and missing item/items information. The complaint will be investigated as soon as possible.

  • I Have Not Received an E-Archive / E-Invoice, Is There Any Problem?

    The invoice will be sent to the customer’s registered e-mail address right before shipping process if the order is completed successfully. We also send the order with the hardcopy of the invoice. If the customer did not receive the invoice due to a system failure, he/she can contact our customer care line +90 531 253 19 44 or send an e-mail to [email protected] and ask for a softcopy of the invoice.

 

 ACCEPTED PAYMENT METHODS
  • What Are The Accepted Payment Methods

    We accept credit card, debit card, bank transfer, pay on delivery (cash or credit card).

  • Is It Safe To Use My Credit Card On This Website?

    Our website is encrypted with 128 bit SSL which doesn’t let anyone access the credit card details and provides the customers 100% secure shopping. As soon as a customer entered the credit card details, this information will be encrypted and sent directly to the online system of the related bank. It is not possible for 3rd parties (including our company) to access the customer’s data. Our payments are processed by PayU online payments system.

  • Am I Able To Pay in Monthly Installments?

    For international orders Monthy Installallments is not allowed, you may contact with your Bank.

  • How Do I Pay via Bank Transfer?

    The payment should be done to the account given below within 3 days for a valid order and it is a must to add the order number.

  • How Does Pay on Delivery Service Work?

    There is no pay on delivery option for international shopping.

    In case of returns, the service charge is nonrefundable and will be deducted from the refund.

 

 SHIPPING AND DELIVERY
  • When Do You Ship My Order?

    Your orders are delivered to the DHL Express within 1-3 working days on average.

  • I Have Placed Orders On Different Dates, Could You Ship All of My Orders In One Package?

    Every order is considered as one package. We can not guarantee to ship all orders in one package but if none of the order has been shipped yet, the orders can be combined in one package.

  • How Much Does The Shipping Cost for International Orders?

    The shipping cost will be calculated due to the selected shipping address and will be displayed on checkout page.

    In case of cancelling the order after the order is shipped or returning the product(s), the shipping costs are nonrefundable and will be deducted from the refund. The shipping cost of the package shipping back to Turkey is also belongs to the customer.

    Extra legal fees, taxes, or other expenses will be charged to the customer due to the destination country’s customs and/or importing policy when receiving/returning/exchanging order.

    Exchanging is available for international orders if the customer agrees to cover all extra fees such as legal fees, taxes, the shipping costs, etc.

  • When Do I Receive My Order?

    Since it depends on the distance between İstanbul and the delivery address and also the shipping company’s delivery policy, it may take up to 1 - 5 weekdays with DHL Express, The package(s) does not include invoice(s) should not be accepted by the customer.

  • May I Receive My Orders From a Branch Of The Shipping Company?

    If the customer contacts the DHL Express company first and provide them the tracking number he/she can receive the order from a branch of the company. As we know you are able to set delivery time, leave door & neighboor option provide from DHL Express.

  • Which Courier Companies Do You Work With?


    To provide you best delivery experience we work with DHL Express.

  • What Should I Do When Receiving My Order

    The customer should check the package when receiving it and should not accept it if the package is opened, torn, crushed, got wet, harmed, etc. If the package is harmed or the item/items is/are missing, the customer should ask for a damage assessment/missing item report from the shipping company and inform the company.

  • I Was Not Available At The Delivery Adress I Have Given, What Should I Do?

    As we know you are able to set delivery time, leave door & neighboor option provide from DHL Express.

    You may contach with DHL Express customer service and give your tracking number  

  • May I Change the Delivery Adress
     

    Yes. Delivery address can be changed after completing order by contacting our customer care line +90 531 253 19 44 If your adress post code will be change DHL Request extra 20 Euros.

  • What Should I Do If My Order Gets Stuck In My Country's Customs Office?

    Since we send shipments DDU, extra legal fees, taxes, or other expenses will be charged to the customer due to the destination country’s customs and/or importing policy, thus the order may get stuck in the customs office until the customer pays the fees. The responsibility of the delivery belongs to the customer after the goods are landed on the destination country, therefore the customer must follow the procedures and rules of related customs office and Ministry of Trade in order to receive the order.

    Customs Offices demand us to denote the value of the order on the package. We also want to inform you that the customs inspectors have the authority to decide to deliver or not to deliver the package to the customer and rarely there may be delays on delivering due to customs office’s policy.

 

RETURN, EXCHANGE, CANCELLATION
  • There is a Deficient or Broken or Faulty Product In My Order. What Should I Do?

    Deficient/broken/faulty item(s) can be returned within 14 weekdays. Deficient/broken/faulty item(s) can be shipped back to us.

    The item(s) will be inspected by our Quality Control Department as soon as it arrives in return/exchange address. If the item(s) identified as deficient/broken/faulty, the item(s) will be exchanged or the refund will be issued to the customer’s original method of payment due to the customers demand. Refunds will be issued on Fridays.

  • What is Your Return, Exchange, Cancellation Policy?

    Customer who places an international order agrees to cover all extra fees such as legal fees, taxes, the shipping costs, etc.

    To be eligible for a return or an exchange, the item(s) must be unused and in the same condition that the customer received them. The item(s) must be in the original packaging. The package must be unharmed.

    The earrings and the shoe care products cannot be returned/exchanged due to health regulations.

    If the item(s) is(are) eligible for a return or an exchange, the customer should create a return/exchange request on “My Account” section, contact our customer care line or send an e-mail to [email protected] The customer should denote the reason of returning or the product code and the size (for shoes) of the item he/she demands for exchanging on the return/exchange request.

    The shipping costs for international orders are nonrefundable for returns and cancellations and will be deducted from the refund. The shipping cost of the package shipping back to Turkey is also belongs to the customer.

    The item(s) will be inspected by our Quality Control Department as soon as it arrives in return/exchange address.

    If the exchange is approved, the exchanging item will be shipped within 24 hours after the ordered item arrives in return/exchange address written below. Color and/or size exchanges can be made maximum 1 times. Even though the customer exchanged an item 1 times, it is still possible to return the item if the item is eligible for return. The shipping costs of 2rd exchange will be charged to the customer. If the item which the customer wants to exchange is out of stock, the exchange can be done with another item. In this case, the price difference between the ordered item and the exchanging item will be considered.

    An order can be cancelled for free if the status of the order is PRE ORDER or PROCESSING which means the order has not been SHIPPED yet.

  • Can I Return, Exhange the Sale Items or The Item Send As Gifts?

    Our return/exchange policy may vary for each campaign. Thus, detailed information can be provided from our customer care line +90 531 253 19 44

    All items purchased on sale campaigns, such as Buy 1 Get 1 For Free, Buy 3 Pay For 2, 50% Discount oh the 2‘nd Item, etc. must be returned.

    Refund cannot be issued as cash for the free product on Buy 1 Get 1 For Free campaign.

  • When and How Do You Issue The Refunds?

    If the return is approved, the refund will be issued to the customer’s original method of payment. The refund will be issued on Fridays. Legal fees, taxes, or other expenses will be deducted from the refund, if there any. For international refunds, it may take up to 14 days due to the method of payment and bank transfer policies.

  • I Can not display the Refund. What Should I Do?

    If the refund will not be displayed within 3 weekdays of approval for domestic orders and 14 weekdays of approval for international orders, the customer should contact his/her bank directly.

  • Can I Cancel My Order?
     

    The customers can contact our customer care line ++90 531 253 19 44 in order to cancel order. An order can be cancelled for free if the status of the order is PRE ORDER or PROCESSING which means the order has not been SHIPPED yet.

KAMPANYALAR VE KUPONLAR
  • I Have Used a Gift Voucher on an Order But Then The Order is Cancelled. Am I Able to Use That Gift Voucher Again?

    The gift voucher will be available for next order again after cancelling an order.

  • What Is the Expiry Date Of a Gift Voucher

    Every gift voucher has a different expiry date identifed according to the date of creation of the gift voucher.

    All gift vouchers and NUHAMoneys will be erased permanently on the 2nd of January each year.

  • How Can I View The Discount Applied On My Order?

    After applying the gift voucher code on the cart, discount applied on the order will be displayed on the order details.

  • How Can I Earn NUHAMoneys and How Can I Turn Them Into Gift Vouchers

    3% of the order total of each order will be determined as NUHAMoneys.

    Earned NUHAMoneys can be turned into a gift voucher by selecting Create a Gift Voucher button on “My NUHAMoneys” tab under “My Account”. Then the gift voucher code is ready to be applied on the cart.

  • How Can I View The Discount Applied On My Order?

    After applying the gift voucher code on the cart, discount applied on the order will be displayed on the order details.

  • Can I Use The Same Code More Than One Order

    The valid codes, except single-use codes, can be used for more than one order. 2 campaigns or 2 codes can not be used together on ther same order.