How can we help you?
We've gathered answers to the most frequently asked questions about orders, shipping, returns and membership.
Sipariş
Siparişimi nasıl takip edebilirim?
When your order is shipped, your tracking number is sent to you by e-mail and SMS. You can also check your order's current status and tracking number anytime on the My Account › My Orders page.
Siparişimi iptal edebilir miyim?
You can cancel your order on the My Account › My Orders page before it is shipped; your payment will be refunded to the payment method you used. If your order has already been shipped, you can create a return request after receiving the product under your 14-day right of withdrawal.
Siparişime hediye paketi ekleyebilir miyim?
Yes. You can have your order specially wrapped by ticking the gift wrapping option at checkout. Gift wrapping costs 39,90 TL; it is free for Silver and Gold members of our loyalty program.
Faturamı nasıl alabilirim?
Your invoice is issued electronically when your order is shipped and sent to your e-mail address; you can also view it on the My Account › My Orders page. For a company invoice, simply tick the corporate invoice option at checkout and enter the company name, tax office and tax number.
Kargo & Teslimat
Kargo ücreti ne kadar?
Shipping is free on orders of 750 TL or more. For orders below this amount, the Standard Delivery fee is 59,90 TL. The Next-Day Delivery option, available in metropolitan cities, costs 119,90 TL; this option is also free on orders of 2.000 TL or more.
Siparişim ne zaman kargoya verilir, ne zaman elime ulaşır?
Orders placed and confirmed for payment by 11:00 on weekdays are shipped the same day; orders placed later are shipped on the next business day. With Standard Delivery, your order reaches you within 1-3 business days after shipping; with Next-Day Delivery, it arrives the next business day in metropolitan cities.
Hangi kargo firmalarıyla gönderim yapıyorsunuz?
We ship your orders with our partner carriers, such as Yurtiçi Kargo, Aras Kargo, MNG Kargo and HepsiJET. The carrier is determined by your delivery address and the delivery option you choose.
Paketim hasarlı geldi, ne yapmalıyım?
If the package shows signs of crushing, tearing, moisture or opening, do not accept it without having the courier prepare a damage report. Once the report has been prepared, notify our customer service team and we'll immediately start the exchange or return process for your product.
İade & Değişim
Ürünü hangi süre içinde ve nasıl iade edebilirim?
You can exercise your right of withdrawal within 14 days of the date you received the product. When you create a return request on the My Account › My Orders page, you'll receive a free return code for our partner courier. Don't forget to include any gifts and samples sent with your order in the return package.
Ambalajı açılmış veya denenmiş ürünü iade edebilir miyim?
Cosmetic products whose packaging, tape, seal or protective film has been opened, or which have been tried, cannot be returned for health and hygiene reasons under the Distance Contracts Regulation. We therefore recommend that you do not open the packaging of any product you are considering returning. This rule does not apply if the product is defective, damaged or sent in error.
Bana yanlış veya kusurlu ürün gönderildi, ne yapmalıyım?
Contact our customer service team with a photo of the product, or create a request on the My Account › My Orders page. Defective, damaged or incorrectly sent products are always accepted for return or exchange, even if the packaging has been opened, and you will not be charged for shipping.
İade ettiğim ürünün ücreti ne zaman hesabıma geçer?
Your payment will be refunded to the payment method you used within 14 days at the latest from the date we receive your withdrawal (return) notice. The time it takes for the amount to appear on your card statement may vary depending on your bank. For partial returns on promotional orders, the refund amount is calculated according to the promotion terms.
Ödeme
Hangi ödeme yöntemlerini kullanabilirim?
- Credit card / debit card: via the PayTR secure payment infrastructure with 3D Secure verification.
- Bank transfer/EFT: To the IBAN provided after your order.
- Cash on delivery: for orders up to 5.000 TL, with a 49,90 TL service fee.
Taksitle ödeme yapabilir miyim?
Yes, we offer installment options of up to 12 months on credit cards. You can see the installment options available for your card when you enter your card details at checkout. Your card details are not stored on our site.
Havale/EFT ödememi nasıl bildiririm?
Simply enter your order number in the description field when making the payment; once your payment reaches our account, your order is confirmed and preparation begins. If you forgot to include your order number in the description, you can send the receipt to our customer service team. If the payment does not arrive within a reasonable time, your order may be cancelled.
Üyelik & Puan
Nasıl puan kazanırım?
With every purchase, you earn points equal to 3% of your net order total; 1 points are worth 0,01 TL. When you sign up, 1.000 points are added to your account as a welcome gift, and you earn 200 points for each of your approved product reviews.
Puanlarım ne zaman hesabıma geçer?
The points you earn from your order are added to your account once the order is delivered to you. Points earned for products you return are deducted from your account.
Puanlarımı nasıl kullanabilirim?
You can use your accumulated points as a discount by selecting the option to use points at checkout. Up to 50% of the basket total can be paid with points; points cannot be exchanged for cash.
Üyelik seviyeleri nelerdir?
Our loyalty program has three tiers:
- Bronze: The starting level for all members.
- Silver: Purchases of 2.500 TL or more in the last 12 months; 1,5x points and free gift wrapping.
- Gold: Purchases of 7.500 TL or more in the last 12 months; 2x points, free shipping and free gift wrapping.
Ürünler
Ürünleriniz orijinal mi?
Yes. All products on our site are sourced with invoices from authorized distributors and importers. We store our products under proper conditions and take care to ship products with at least 12 months remaining before their expiry date.
Cilt tipime uygun ürünü nasıl bulabilirim?
By completing the Skin Analysis test on our site in just a few minutes, you can get personalised product recommendations based on your skin type and needs. On product pages, you can also find which skin type each product suits and its ingredient information. If you have a specific skin condition, we recommend consulting a dermatologist.
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