RETURN

What Are the Return Conditions?

In order for products to be returned under the "Right of Withdrawal", the product must be in its original packaging, box, and external packaging, with no damage. Additionally, the product, along with its invoice and all accessories, must be sent to us within 7 days in complete and undamaged condition.

Shipping and other expenses resulting from the exercise of the Right of Withdrawal are fully the responsibility of the BUYER.

You must submit your return request to our Customer Service line at 0850 480 87 29. Please note that the product must be unused and unopened for the return process to proceed smoothly.

Returned products must be sent to us through our contracted courier companies.

How Can I Learn Which Products Are Accepted for Return?

Once the returned product reaches our warehouse, a product inspection and approval process will begin. To get information about the status of your return request, you can contact us through the following communication channels:

Email: [email protected]
WhatsApp Line: 0545 480 8729
Customer Service Line: 0850 480 8729
Your return process will be processed as quickly as possible, and you will be provided with detailed information.

How Can I Get My Refund?

Once your return request is approved, you will be notified via a message when the process is completed. The product amount will be refunded to your payment method within 7 business days.

Payments made by Credit Card: Your refund will appear on your card within 24-48 hours, depending on the bank's transaction process. If the refund does not reflect on your card, we recommend you contact your bank first.

Orders paid by Cash on Delivery: The refund will be transferred to your registered bank account via EFT or Bank Transfer. If you do not have a bank account, your refund will be sent to you via PTT, and you can collect it from PTT branches.

If you have any questions regarding the return process, please contact our customer service.

Can I Get a Refund for the Cash on Delivery Service Fee?

The cash on delivery service fee is a charge for the additional service provided by the courier company and cannot be refunded. This fee is collected solely as compensation for the service provided by the courier company.

SHIPPING AND DELIVERY

What Should I Do if My Order is Missing Items?

If you notice that your order is missing items, please contact our Customer Service at 0850 480 87 29, our WhatsApp line at 0545 480 8729, or via email at [email protected]. Please notify us of the missing product and provide your order details and information regarding the missing product.

The missing item will be sent to you as soon as possible, and we will keep you informed throughout the process.

What Should I Do if My Order Contains Wrong Products?

If you receive incorrect products, please contact our Customer Service at 0850 480 87 29, our WhatsApp line at 0545 480 8729, or via email at [email protected]. Provide details about the incorrect product(s), your order number, and any relevant information.

Once the incorrect product(s) are returned to us, the correct item(s) will be sent to you as soon as possible. We will inform you about the process.

How Can I Get My Tracking Number?

Once your order is dispatched, the tracking number for your shipment will be sent to you via your registered contact information. You can easily track your shipment using the tracking number.

When Will My Product Be Shipped During Discount Periods?

During discount periods, due to increased order volume, the shipping time may vary between 2-4 business days. Rest assured, we carefully follow all processes to avoid any delays in your order.

Which Courier Companies Do You Work With?

Your orders will be delivered to you quickly and securely through our contracted courier companies, such as Aras Kargo and PTT Kargo.

Do I Have to Pay for Shipping?

For orders placed on our website with a total of 450 TL or more, no shipping fee is charged, and your order will be delivered to you free of charge.

What Days Do You Deliver Shipments?

Shipments are delivered between 09:00 - 18:00, depending on the selected courier company. On Saturdays, deliveries are made until 14:00 according to the working hours of the courier companies. No deliveries are made on Sundays.

What Should I Do if the Courier Can't Find Me at the Delivery Address?

If the courier cannot find you at the delivery address, they will leave a notification indicating that you can pick up your package from the nearest branch. You can collect your package within 3 days from the specified branch.

If no contact is made within this period, the courier company will automatically initiate a return process for your order. We recommend that you contact the courier company or Uraw Cosmetics Customer Service to prevent the return from happening once the delivery notice is received.

What Should I Pay Attention to During Delivery?

When receiving your order from the courier, it is important to check the package immediately. If there are any issues (e.g., broken products, missing items, damaged packaging), please have the courier make a note and document the situation. Then, return the products to us through the courier company.

ORDER

Can I Make Changes to My Order?

If you wish to make changes to your order (e.g., canceling products, adding new items, or replacing an item), please contact our Customer Service at 0850 480 87 29 or email us at [email protected] as soon as possible.

Since our orders are shipped the same day, we kindly ask you to get in touch with us quickly to make any changes to your order.

Can I Change the Delivery Address for My Order?

If you want to change the delivery address for your order, you can contact us via email at [email protected], WhatsApp at 0545 480 8729, or our Customer Service at 0850 480 87 29.

Since our orders are shipped the same day, please contact us as soon as possible to ensure your address change is processed.

PAYMENT

What Are the Payment Options?

You can make purchases on our website using the following payment methods:

Online payment by Credit Card or Debit Card
Secure online payment via Iyzico payment system
Cash on Delivery
Credit Card Payment on Delivery

If you have any questions regarding payment options, please feel free to contact our customer service.

Is Installment Payment Available for Credit Cards?

According to the regulation published in the Official Gazette on September 27, 2016, installment payments are not available for cosmetic products.

My Credit Card Payment is Not Going Through?

Your payment may not have gone through due to the security settings of your bank. It is also possible that your card may not be enabled for online payments. We recommend contacting your bank to verify this.

To retry the payment, you may want to try logging in from a different browser or your personal computer.