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Support and Customer Service

Customer Service

The most important topics related to your inquiries and answer all necessary questions.

Help Topics:

Account Overview

  • edit your details
  • manage your address book
  • modify your password
  • redeem vouchers
  • have an overview of all orders and products
  • view your wish lists and product availability lists”My Account” allows you to

The overview gives you a quick glance of your:

  • billing address
  • delivery address
  • orders
  • additional information
  • products

Registration

  • Create a new customer account by clicking here.
  • Enter your own new password during the registration process, or have a password generated by our system and emailed to you.
  • Once you have completed the registration process, a confirmation email will be sent to the email address you provided.
  • If you do not receive a confirmation of registration email, please check your spam folder or contact us. Please ensure that your email address is correct.

My Order

“My Orders” allows you to view all your previous orders. Here you can follow the progress of your orders and view their details.

Modifying Passwords or Email Addresses

You have the option of modifying your email address and password under My Account. To modify your email address, simply edit your personal information in your account overview.

Your password can be modified by clicking on “My Account” followed by clicking on the “Change Password” link in the menu bar. Please send an email to [email protected] if you require any further assistance.

Modifying Billing / Delivery Addresses

Modifying Delivery Addresses

When creating a customer account, you have the option of adding several delivery addresses, i.e. collection points such as a Pack station, UPS Access Point, etc. and selecting one address from this list as your shipping address.

Please note that the address you select cannot be modified via your account once an order has been packed. If a delivery address needs to be modified once an order is completed, we kindly ask that you contact our Customer Service Team.

The shipping companies we use each offer their own collection points. It is important to note that the collection point address and your name must be entered separately on our forms. If not, the package cannot be delivered. Adding a note to your order informing us that you would like to collect your package at one of the collection points will not suffice. If a collection point address is not selected as your shipping address, the package will automatically be shipped to your residential address.

Modifying Billing Addresses

Your billing address can be modified under “My Account” before placing an order. Please note that your billing address cannot be modified under “My Account” once an order has been completed. To change your billing address, please contact our Customer Service Team.

Help Topics:

Placing an Order

Placing an Order Placing an order is easy!

  • Use our search bar or navigation tools to locate the products you’re looking for.Select the quantity of products you want, then simply click the “Add to Basket” button.
  • When you have selected all the products you’d like to order, go to the top right-hand menu bar and click on “My Basket”. Here you can modify the quantities again of items added or delete them from your basket.
  • When you are satisfied with your selection of products, proceed to “checkout”. If you are a registered customer, simply enter your login details. New customers can also easily create a customer account.
  • Next you’ll be directed to the Delivery Address page where you can add or select a delivery address. Click on the “Continue” button, then select your preferred method of payment. In the next step, you can choose between shipping companies and shipping methods for fast delivery  if you wish.
  • Once these steps have been completed, you can review, then place your order.

Product Availability

  • We always try to have as many products as possible in stock for you.
  • You will find information about availability directly on the product page.
  • You can view the status of the product on the product page.
  • Products statuses include:
    • In stock: The product is available for immediate delivery. It will be shipped within 48 hours of working days.
    • Out of stock: The product is currently not in stock, but should be available again as of the specified date.

Shipping and Delivery

  • These delivery costs are based on standard shipping. Additional fees may be charged for special delivery services including the shipment of produce or bulky goods.
  • In the event that the ordered items cannot be delivered by Our company, we have the right to withdraw from the order. The customer will be informed immediately.
  • Please note that our packages are dispatched from our warehouse in Turkey, thus our Customer Support Team is not available on Turkey public holidays, nor are order processed or packages dispatched on these days.
  • Delivery Services
    Domestic delivery in Turkey your order will be delivered by PTT or Yurtiçi.
    international delivery will be delivered by one of our contracted carrier UPS, DHL, Fedex and Aramex.
  • Immediately after the successful entry of the order, you will receive a confirmation via mail.
  • On the evening of the day of dispatch, you will then receive the dispatch confirmation with your personal tracking number. This allows you to track your parcel accordingly.and the estimated delivery date of your order will be displayed next to tracking number.
  • Depending on the shipping option you have chosen, the parcel tracking data may not yet reflect the latest status at the time you receive this email and the update may take up to 48 hours.
  • Of course, our delivery services always try to deliver the consignment as quickly as possible. Nevertheless, please understand that there may be delays in delivery from time to time, mostly due to weather or traffic conditions.

Payment Options

Credit/Debt Card

  • You have the option of settling the payment by credit card. We accept VISA, Mastercard, American Express, Diners Club.
  • When using a credit card to settle a payment, the total order amount is immediately deducted from the credit card once the order is completed. This occurs irrespective of the products’ availability.
  • Credit card details are not saved by our system and are transmitted in encrypted format. The transaction is encrypted via SSL. SSL is the highest security standard available, ensuring a safe and secure shopping experience.
  • 3DS Code
    3-D Secure is a system that provides additional security when it comes to online purchases, preventing the unauthorized use of your credit card.

Cash in Advance for Customers from Turkey

  • This form of payment allows you to easily transfer the payment to our bank account. Once the payment reaches our account, the order will be processed.
  • An order confirmation email is sent to the email address provided once an order is successfully completed. The email contains our banking details. Please ensure that the order number is entered in the “Reason for Payment” field, which helps us link the payment to your order. As soon as the payment clears, the order will be processed. Generally, transfers take between 2 and 5 days to reach our account.
  • Please use the following bank details for your transfer:
    Account name
    Iban

International Online Bank Transfer

  • Real Time payment solution allows all payments using iDEAL, Sofort, Qiwi and Giropay.
    • IDEAL: The Netherlands
    • Sofort Banking: Germany, France, Spain, Austria, the Netherlands, Belgium, Italy
    • Giropay: Germany
    • Qiwi: Russia, Ukraine
  • They are easily and securely made through internet banking channels. With Online Bank Transfer in Real Time, you can carry out your payments by directly connecting to the relevant bank’s internet banking.

Order Status

  • Processing: The order has been placed, its status can be viewed in your account.
  • Pending payment: The payment has not reached our account yet.
  • Partially Shipped: The order is currently being packed or may be underway to the selected delivery service.
  • Shipped: The order has been dispatched.
  • Cancelled: The order has been cancelled.
  • Refunded: The order has been cancelled and the payment was return back to your bank account.

Help Topics:

Product Range

  • Our product assortment includes a range of Turkish brands. On our website you will find detailed descriptions pertaining to each and every product.
  • Please note that selected products are also available as set packs. You are able to compare which size and corresponding price is more suitable for your pocket. In some cases we also offer scaled discounts.
  • Know exactly what you’re looking for? Simply enter the name of the product in the search field, and any products linked to this name will appear in the search.
  • Products can also be found by searching via categories, brands, filters, reviews and prices.
  • Didn’t find what you are looking for? Here are some tips:
    • Check the spelling of the search term
    • Try searching with a similar term
    • Use simple and easy wording
  • Still unable to find the product you’re looking for? Email us and share the name of the brand/product with our Customer Service Team. We’ll do our best to add it to our selection.

Product Design Varies from Website Image

  • We do our best to ensure that the images displayed on our website are up-to-date
  • However, at times, the manufacturer fails to disclose modifications to the design of certain products. We kindly ask for leniency in this regard.
  • Please let us know if the product you receive features a different design to the one pictured on our website.
  • Please note that the colors displayed on your screen may vary from the actual shade of the product. Color’s may vary depending on your computer settings.

Product Enquiries

  • All product enquiries can be forwarded to our Customer Service.
  • We have lots of fun testing our products, receive great feedback from our customers and participate in product knowledge training.
  • This enables us to provide an immediate answer to all our customer requests in most cases. Nevertheless, our product range is extensive – If a particular request cannot be processed by our Customer Support Team, it is forwarded directly to the manufacturer.
  • The requested information is then sent to you via email.
    We look forward to hearing from you!

Products Reviews

  • We appreciate receiving product review as they are valuable to both us and our customers. You need to be a registered customer to review products. A product can be reviewed and rated under “My Account” or on its product page.
  • We use a star system to evaluate our products, whereby 5 stars corresponds to the best possible rating. Furthermore, you have the option of adding a comment to each product. These comments give us all valuable insight into the product(s).
  • Guidelines for Writing Reviews
    When composing a product review, please follow these guidelines:
    1. Focus exclusively on the product that you want to rate and your experience using it.
    2. The evaluation should not extend to our customer service, ordering or shipping processes. If you have any questions regarding the purchase of goods or would like to leave a comment or suggestion about our shop, please contact our Customer Service Team.
    3. Mention specific details about the advantages and disadvantages of the product.
    4. Keep in mind that the purpose of writing reviews is to be a source of information for other customers who are considering purchasing this product.
  • We reserve the right to delete or block a product review if it contains:
    1. Information that does not relate to the product.
    2. Obscenities, slanderous language or other language that is unsuitable for a public forum.
    3. Prices, advertising, spam or references to other products, offers, websites or competitors.
    4. E-mail addresses, phone numbers, links to other websites and contact information.
    5. Critical or spiteful comments about other reviews on the website.
    6. Pictures that show improper use of the goods.
  • We ask you to please refrain from commenting on our product selection, pricing, order processing or delivery, as well as any other questions about our Customer Service on our product review platform.
  • Our Customer Service representatives do not see these requests and therefore cannot respond in a timely manner.
  • Please forward any requests, feedback and suggestions directly to our Customer Service Team.
  • Thank you for taking the time to share your opinion with others.

Help Topics:

General Shipping Information

Delivery Services

  • Domestic delivery in Turkey your order will be delivered by PTT or Yurtiçi.
  • International delivery will be delivered by one of our contracted carrier UPS, DHL, Fedex and Aramex.
  • In the event that the ordered items cannot be delivered by Our company, we have the right to withdraw from the order. The customer will be informed immediately.
  • Please note that our packages are dispatched from our warehouse in Turkey, thus our Customer Support Team is not available on Turkey public holidays, nor are order processed or packages dispatched on these days.
  • Immediately after the successful entry of the order, you will receive a confirmation via mail.
  • On the evening of the day of dispatch, you will then receive the dispatch confirmation with your personal tracking number. This allows you to track your parcel accordingly.and the estimated delivery date of your order will be displayed next to tracking number.
  • Depending on the shipping option you have chosen, the parcel tracking data may not yet reflect the latest status at the time you receive this email and the update may take up to 48 hours.
  • Of course, our delivery services always try to deliver the consignment as quickly as possible. Nevertheless, please understand that there may be delays in delivery from time to time, mostly due to weather or traffic conditions.

Delivery Costs

Normal Shipping:

  • You pay a flat rate which is determined by the product weight class as well as the size and destination.
  • It takes up to 48 hours to handle the order. Then the shipment is transferred to the courier operator. the estimated delivery time between 3 to 7 working days. After first delivery attempt, your parcel will be left at the nearest access point.
  • Here is a table showing the prices according to the weight class and the destination:
    Weight ClassEurope & North AmericaLimited CountryRest of the World
    Up to 1 kg 30 $45 $50 $
    1 to 2 kg45 $65 $70 $
    2 to 3 kg65 $85 $90 $

Important Notes:

  • Unfortunately some countries not included in our shipping methods, due to the different reasons like:
    • The current conflict in Russia and Ukraine.
    • Customs clearance intricacies issues in Spain.
  • We hope that we can resume the shipping soon and apologies for any inconvenience.

Free Shipping:

  • We offer you a unique opportunity to get your product without paying any additional shipping fees when you purchase a value of more than $ 99 and do not include any discount coupons.
  • Unfortunately, some countries cannot benefit from “free shipping” regardless of the total order amount due to the high shipping costs to them, such as:
    • Morocco, Bahrain, India, Oman, Pakistan, Saudi Arabia, Dominican Republic, Martinique, Mexico, Somalia, Croatia and Australia.
  • We will try harder to make these countries available for free shipping opportunities in the future.

Fast Shipping:

  • With our logistics partners, we offer you, in addition to standard shipping methods, fast delivery.
  • You will find the Express order option in the process of the shopping cart page – here you will be presented with this option.
  • Unfortunately, this service is not available in all countries and depends on the delivery location.
  • The extra cost for express delivery includes 1 options:
    1. UPS Worldwide Express Saver®:
      • Delivery for 215 Country
      • Delivery in three business days by the end of the day to most countries in the world
      • Up to one delivery attempts made then your package will put at nearest access point.
      • Delivery costs starting from $60 to 80$ per order determined by the product weight class as well as the size.

Urgent Shipping:

    1. UPS Worldwide Express Plus®:
      • Delivery for 60 Country
      • Delivery in next business days by early morning most countries in the world
      • Up to three delivery attempts made then your package will put at nearest access point.
      • Delivery costs starting from $80 to 110$ per order determined by the product weight class as well as the size.

Customs Clearance

  • We provide fully all documents and documents necessary for customs clearance.
  • Customs clearance costs are inevitably on the recipient and can be paid electronically or upon delivery.
  • The clearance value usually ranges from 13$ to 30$ per shipment, depending on the size and sales price of the shipment and the country to which it is sent.
  • We rely on UPS customs brokerage for package shipments, They process hundreds of thousands of international parcels daily, and the benefits associated with UPS’s customs brokerage services include:
    1. Electronic customs clearance that begins while your shipments are in flight
      Expert brokers to handle all the intricacies and ensure accurate tax and fee classification
    2. Use our advanced online tracking app to monitor your shipment throughout its journey
    3. The expertise and depth of resources to help you move goods that require special customs processing for little or no additional fees.

Our Packaging

  • The filling material used is 100% biodegradable – and suitable for composting.
  • Glass containers are wrapped in bubble wrap for extra protection against breakage.
  • Our boxes are made from pure carton and can be disposed in waste paper refuse.

Tracking Order

  • Go to the Tracking Order Page .
  • Chose Track Options tab By “Order Nu” Or By “Tracking Nu”
  • Enter your tracking number in the box under and click “Track Order
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