Delivery Information

When will the product I purchased be delivered?

Under normal conditions, deliveries within Istanbul are made within 24 hours after being shipped; deliveries outside Istanbul are usually made within 2-3 days (depending on the delivery time committed by the courier company to your city and district). If there is any issue during the product procurement process, our customer service representatives will inform you about the situation via email.

What does the "In Procurement Process" notice mean?

If the product you ordered is in our stock, your reservation is made immediately. Your invoice is issued, and the product is packed and shipped. If your order contains multiple products, reservations are made starting from the first ordered product that is available in stock. For products not yet in stock, the procurement process begins. (In this case, you will see the notice “In Procurement Process” next to the product you ordered.) Requests automatically sent to our relevant supplier are monitored, and we ensure your orders are stocked as soon as possible.

What is Partial Delivery?

Our primary goal after sales is to ship your orders within the average procurement time indicated on our product pages. For some products, this period may vary depending on the product’s characteristics and the supplier. In such cases, the delay time is specified in the product information. To prevent any inconvenience caused by products with extended procurement times, items that are ready for shipment in our stock are sent without delay. This practice is called "partial delivery." Shipping is free for partial deliveries.

There is no courier company near my address, how will I receive my order?

Our contracted courier companies generally deliver products to every part of Turkey. If there is no courier agent in your area, it is considered a “mobile zone,” and product deliveries are made on certain days of the week.
The product procurement times and shipping fees stated on our site apply to city and district centers. Products cannot be delivered to locations outside city and district centers or mobile zones; if delivery is made, an additional shipping fee will be charged.

Will my invoice be visible outside the package?

Due to financial obligations, the invoice for every product is clearly displayed on the outer surface of the package, indicating the items contained inside.

How will I know when my order has been shipped?

When the products you purchased from our store are shipped, shipping information related to your order is automatically sent to your registered email address and mobile phone via SMS. With this notification, you can learn when your product(s) were handed over to the courier. You can also immediately access this information under the “My Orders” section on the “Account Management” page and under the “Inbox” / “Notification Messages” tabs.

Will my invoice be sent to me separately?

During the order creation process, you will be given two options regarding the delivery of your invoice:

• My invoice address is the same as my delivery address.

• The invoice address is different.

If you specify a different invoice address, your invoice will be sent to the other address you have provided.

My order arrived damaged or broken. What should I do?

All products we offer for sale undergo damage inspection both when received from the supplier and when packaged for shipment. Therefore, there is no possibility of sending any product in a damaged condition. However, for fragile products such as glassware or electric heaters, damage may occur during transportation due to dropping or improper loading onto the courier.

In such a case, the process is as follows: When your order is delivered to your address by the courier, before accepting the product, be sure to inspect the outer package for any damage. If you notice any damage, immediately have a “Damage Report” prepared. Pay close attention to the notes written by the courier on the Damage Report. For example, a statement like “No damage found on the package. Product is damaged.” may be interpreted as the product not being damaged during transportation, which could cause problems with your exchange request. Please instruct the courier to write clear and accurate statements about the damaged product, such as “The product was inspected upon delivery and was found to be damaged.” A report containing such wording will speed up your product return process.

If you notice damage after delivery, contact the relevant courier branch immediately and request the preparation of a “Damage Report.” If the courier branch does not assist you in this matter, please inform us as soon as possible. If the product you ordered from our site is a major household appliance, you can contact the authorized service directly to obtain a damage report. The authorized service will guide you accordingly.

When you send the damaged product back to our store* along with the Damage Report, your product exchange process will be completed quickly, and you will be informed about it.

To avoid any issues with cargo compensation, please return the damaged product using the same courier company that delivered it to you.

The contents of the package I received are incomplete. What should I do?

Products sold in our store arrive from suppliers in their original boxes and are packaged and shipped without being opened. On the shipping packages, you will find warning labels regarding possible issues during shipment. The label reminds you to open and inspect the product in the presence of the courier upon delivery.

If you find any missing or incorrect items in the package during your inspection, you must have the courier prepare a “Condition Report.” After this, you may choose to accept the product and file a complaint with us along with the report.

If you notice missing or incorrect items after delivery without having prepared a report, you can still submit a claim to our store. To do so, click on the “Fault/Return/Exchange” icon on your order tracking page and fill out the “Missing Product/Accessory” form. In such cases, necessary records will be taken, and your process will be initiated immediately. The category department and supplier will be contacted regarding the missing part in your order. The recorded missing part will be obtained from the supplier and shipped to your address.

I want to cancel my order/product. How can I cancel it?

To cancel the product you ordered, please notify us through the "Contact" page.

I canceled my order/product. When and how will I receive my refund?

Once the cancellation process is completed, you will be informed about the canceled products.

If your payment method was “Credit Card” and your preference is “Refund,” the payment will be refunded online immediately to your credit card, and you will be notified via email.

• The time for the refund to appear in your account may vary depending on the banks' processing times.

If your payment method was “Bank Transfer/EFT” and your preference is “Refund,” your money will be returned to the IBAN account you provided within 1 business day.