Frequently Asked Questions

Order Changes and Cancellations

  • If you want to cancel or make a change after the products you ordered have been shipped, you must go through the exchange/return process after the products reach you. You can find detailed information about the Product Return/Exchange process in the Product Return/Exchange Form.
  • If the products you ordered have not yet been delivered to the cargo, you can cancel by sending an e-mail to In this case, the payment you made for the part of your order that you canceled will be refunded to you within 10 days.
  • To see the order status and details, you can follow it in the My Past Orders section on the My Account page.

Terms for the Returns

You can return the product you purchased in accordance with the Consumer Law Provisions by considering the following conditions:

The product must be returned within 14 (fourteen) calendar days after it is received.
Returns of products with damaged original box or packaging, opened capsules, or without a certificate are not accepted. The return criteria here is that the product should not lose its marketability and collectability feature. Returns of products without original packaging and the products that cannot be resold to another customer after being opened are not possible.
The product must be sent in its entirety, along with the cargo delivery report (if there is a report kept with the cargo company official in case damage is detected during the delivery phase) and the original copy of the invoice.

Product Return Process

If you want to return the product you ordered, you can start the return process by calling us at 0212 370 90 00 (Ext: 146-147).
If the product meets the return conditions stated above; You can send the product to our return address below, by filling out the Product Return/Exchange Form together with your invoice, via our contracted PTT Cargo, with prepaid payment.
The product will be evaluated according to the return procedures and you will be informed.
Refunds for products accepted for return are made within 10 business days after the return approval process is completed.
Refunds for the products you return will be made in the same form as the payment you made.
When you pay by credit card, the product price you pay is refunded by at once, and its reflection on your card depends on the functioning of the bank to which your credit card belongs.

Product Exchange Process

You can request an exchange for a product of the same product group, at the same price, and within the circulation period, by complying with the following conditions for the product you purchased.

Exchanges can be requested within 14 calendar days after the product is received.
The product you want to exchange must be unused, undamaged and in a resellable condition.
Please fill out the Product Return/Exchange Form completely (specifying the change you request for the product in the "Your Request" section of the form).
Only one exchange can be made for the same order.
Transactions for products accepted for exchange will be completed within an average of 7 business days, and the new product will be reshipped according to its own cargo delivery time.
If the product you want to exchange is not in stock, we will contact you and learn about your alternative request.
We cannot reserve products in advance for exchange transactions.

Our Address for Exchanges and Returns

All product returns must be made to the address below. Returns sent to a different address may result in the products being sent back to you, lost, or the process taking longer.

The General Directorate of Mint and Stamp Printing House - Collection Service
Dikilitaş Mah. Yenidogan St. No.55
34349 Besiktas, ISTANBUL

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