Delivery Process

When will my order be delivered?

If the ordered products are in stock, shipment and delivery times may vary depending on your location:

• Domestic (within Türkiye): Approx. 2–3 business days

• Mobile delivery zones: Delivered on certain days of the week

• International deliveries: Varies by country and carrier — approx. 7–14 business days

If there is any delay during the procurement process, our customer service team will notify you via email.

There is no cargo/warehouse branch near my address – how will I receive my order?

Our contracted shipping carriers deliver to most regions in Türkiye.
If your area does not have a direct branch, it may be considered a “mobile delivery zone”, and deliveries will be made on specific days.
If your address falls outside the standard delivery zone, delivery may not be possible or additional shipping fees may be requested.

What does “In Procurement Process” mean?

If a product included in your order is not currently in stock, the system will show the label “In Procurement Process” next to that product.
In this case, a procurement request is automatically forwarded to the supplier, and the product is stocked as quickly as possible.
If your order contains multiple items, those in stock may be prepared and processed earlier.

How will I know when my order is shipped?

When your package is handed over to the shipping carrier:

• Shipment details will be automatically sent to your email and SMS

• You may also track the order status via My Account → My Orders

What should I check upon delivery?

After receiving the delivery and signing the receipt, we strongly recommend checking the package immediately.

If any of the following apply:

• Missing items

• Incorrect product

• Damaged or deformed product
  Please request a “Damage Report / Incident Report” from the delivery personnel and contact us.

 My package is being sent to the wrong address – what can I do?

Shipping addresses are automatically transferred to the carrier’s system at the time of order. Branch selection is handled by the shipping company.
If you believe that your order is being routed to the wrong location, please contact us via Customer Service, and we will notify the carrier for redirection.

 What happens if I am not at the address during delivery?

If no one is available at the delivery address, the courier will leave a notice.
The shipment will be held at the relevant branch for 3 days.
Within this period, you may visit the branch to collect it or request additional delivery information

Can I change my delivery address?

A delivery address change can only be made while the order is still in the full procurement stage.
If your order (or part of it) has already been shipped (partial shipment), the address change may not reflect immediately in the carrier’s system.

Damaged, Missing or Wrong Product Reports
My order arrived damaged or broken – what should I do?

All products undergo a damage inspection during supplier acceptance and packaging.
However, transportation-related damage may still occur. In that case:

Before accepting the product — if there is visible box damage → request an official Damage Report
If damage is noticed after delivery — immediately inform the shipping branch
Submit a request through My Account → Order Detail → Fault/Return/Exchange
Return the product to us using the same shipping carrier

Once the damaged item and official report reach us, your return or replacement process will be completed promptly.

The package content is incomplete – what should I do?

We recommend opening and checking the package while the courier is still present.
If any items are missing or incorrect, request a “Status/Incident Report”.
If you realize this after delivery, you may still submit a request via the Fault/Return/Exchange Form.

The product I received is different from what I ordered – what should I do?

If a different product has been sent due to a stocking or labeling error, we sincerely apologize.
Please return the product with the return/exchange form included in the box.
Once the product is received by us, a replacement shipment will be arranged.

  Return Conditions

Can I return a product?

Under the Distance Sales Agreement, unused products in resellable condition may be returned within 14 days.
To complete a return, the original packaging, accessories, and invoice must be included.

 Who pays the return shipping fee?

• If the issue is caused by the product (damaged, incorrect, faulty), the return shipping fee is covered by our company

• If the return is based on customer preference/satisfaction, the return shipping fee is generally paid by the customer