Validus Hair FAQs & Help Center

Welcome to the Validus Hair Help Center. Browse answers about shopping, shipping, payments, returns and our patient support services, or contact us any time if you need personal assistance.

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Shopping & Orders

What is Validus Hair and what do you do?

Validus Hair is a patient support and specialist online shop based in Istanbul, Turkey. We help patients compare clinics, plan hair transplant, dental and cosmetic treatments, and we stock clinic-approved aftercare products so recovery is safer and results look more natural.

In the online store you will find hair, skin and supplement care from carefully selected brands, with a strong focus on hair loss, hair regrowth and post-transplant care.

Do I need an account to place an order?

You can browse products and add items to your cart without logging in. During checkout you will usually have the option to continue as a guest or to create or log in to a Validus Hair account.

Creating an account makes it easier to track orders, download invoices, save your addresses and view your order history in one place. In some cases (for example specific campaigns or local requirements) you may be asked to log in so we can verify your details.

Which countries do you ship to?

We ship orders worldwide from Istanbul with tracked delivery to most countries. Available shipping methods depend on your delivery address and our courier partners in that region.

If your country is eligible, you will see at least one shipping option at checkout. If no shipping options appear for your address, please contact our support team and we will check what is possible.

How do I place an order on validushair.com?

1. Browse our categories (such as Hair, Skin, Supplements, Brands or Offers) and open the product page you are interested in.

2. Choose any options such as size or kit type, then click “Add to cart”.

3. When you are ready, go to your cart, review the items, apply any coupon code and click “Proceed to checkout”.

4. Enter your shipping details, choose a shipping method, select your payment method and confirm your order.

As soon as your payment is successful, you will receive an order confirmation email with your order number.

How do I know if a product is in stock?

Product availability is shown directly on each product page. If a product can be ordered, you will see an “Add to cart” button and, where relevant, a note about limited quantities or special promotions.

If a product is sold out, you will usually see an “Out of stock” message instead of the add-to-cart button. For important treatments and bundles we try to restock quickly, but you can always contact us if you need an estimated restock date.

How do offers and coupon codes work?

Some promotions on validushair.com are applied automatically, such as Buy 2 Get 1 Free or Multi-Bottle Savings. These offers will show the discounted price or free items directly in your cart once the required quantity is added.

Other promotions use a coupon code from a clinic, newsletter or campaign. You can enter your code on the cart or checkout page. Unless stated otherwise, only one coupon can be used per order and codes cannot usually be combined with automatic offers or heavily discounted items.

Payments & Security

Which payment methods do you accept?

Online payments are processed securely by our payment partner Iyzico. You can usually pay with major credit and debit cards such as Visa, MasterCard and American Express, along with selected local cards depending on your country.

The payment options available for your order are always shown on the checkout page. Validus Hair does not see or store your full card details on its own servers.

Is checkout secure on validushair.com?

Yes. Our checkout uses encrypted connections (HTTPS with SSL encryption) and is integrated with Iyzico’s secure payment platform. Your card details are sent directly to the payment processor over an encrypted connection.

We also use fraud-prevention and buyer-protection tools. In some cases your bank or card provider may ask you to complete an extra verification step (such as 3-D Secure) to confirm the payment.

Which currency are prices shown in?

Most prices on validushair.com are displayed in US dollars (USD), unless a different currency is clearly indicated on the product or checkout page.

Your bank or card provider may convert the amount into your local currency using their own exchange rate and fees. The final amount you are about to pay will always be shown on the checkout page before you confirm your order.

Will I have to pay customs duties or import taxes?

Depending on your country, your order may be subject to customs duties, VAT, GST, or other import fees when it arrives. These charges are set by local authorities and are not controlled by Validus Hair.

Unless it is clearly stated otherwise at checkout, any such duties and taxes are usually payable by you to the carrier or customs office. If you are unsure about possible charges, please check with your local customs authority before ordering.

Why was my payment declined?

Payments can be declined for several reasons, such as insufficient funds, incorrect card details, an expired card, 3-D Secure authentication not completed, or your bank blocking an international transaction for security reasons.

If your payment fails, please check your details and try again, or contact your bank to approve the transaction. You can also reach out to our support team so we can confirm whether the order attempted to register in our system.

Can I get an invoice for my order?

Yes. Your order confirmation email includes a summary of your purchase, and you can usually download an invoice from the “My Account” section when you are logged in.

For international shipments, a commercial invoice is attached to the parcel for customs purposes. If you need a stamped invoice or specific company details (for example for a clinic or business), please contact our customer service team after placing your order.

Shipping, Returns & Support

Which shipping options do you offer and how much do they cost?

We offer several tracked shipping options from Istanbul, including Free Shipping on eligible orders, Economy, Priority and Ultra Express services, depending on your country.

Shipping costs are calculated automatically at checkout based on your address, the selected service and the weight of your order. Most orders over $199 (before discounts) for major destinations – and over $399 for some rest-of-world locations – qualify for free shipping. The exact threshold and services available for your address are shown at checkout.

How long will delivery take?

Delivery time depends on the shipping method you choose and your country. As a general guide, Economy shipping is usually estimated at around 5–12 business days, Priority at around 3–6 business days, and Ultra Express at around 1–4 business days after dispatch.

These are estimated transit times provided by our carriers and do not include customs delays or local holidays. You will receive a tracking link by email as soon as your order has been shipped so you can follow its progress.

What happens after I place an order?

After you confirm your order and your payment is successful, you will receive an email confirmation with your order number. Our fulfilment team then prepares your parcel in Istanbul and hands it over to the carrier using the shipping method you selected.

Once your parcel has been dispatched, we send you a shipping confirmation email with tracking details. You can also log into your Validus Hair account or use the Track Order page to see the latest status of your shipment.

What is your return policy?

We offer easy 14-day returns on eligible, non-discounted items. If you change your mind, please contact us within 14 calendar days of receiving your order and our team will guide you through the return steps.

Returned products generally need to be unopened, unused and in their original sealed packaging for health and hygiene reasons. Some items (for example opened cosmetics, personalised products or heavily discounted bundles) may not be eligible for change-of-mind returns, except where they are faulty or not as described.

How do refunds work and how long do they take?

Once we receive your returned parcel and confirm that it meets the return conditions, we will process your refund to the original payment method, unless we have agreed on another solution with you.

Processing time can vary by bank, but in most cases we issue approved refunds within a few business days of receiving the return. Your bank or card provider may then need additional time to post the amount to your account. We will email you when your refund has been submitted on our side.

How can I contact Validus Hair if I still have questions?

If you cannot find the answer you need in this Help Center, our support team is happy to assist you.

You can reach us by email, phone or contact form using the details on our Contact Us page. We provide worldwide support from Istanbul and aim to respond as quickly as possible, including outside regular office hours for urgent order questions.

Current contact details include email at [email protected] and customer service phone at +90 (0) 539 635 13 25 (international call charges may apply).