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We Are Ready to Assist with Any Issue
Our dedicated team is here to provide support and address any concerns you may have. Whether you need help with orders, shipping, or other inquiries, please don't hesitate to reach out to us. We are committed to ensuring your satisfaction and resolving any issues promptly.
Contact us
Phone: +90 535 669 00 32
E-mail: Please use form
Address: Hastane Mah. Akdemir Sk. No:4D Istanbul-Türkiye
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INFORMATION QUESTIONS
FREQUENTLY ASKED QUESTIONS
Do you ship WorldWide?
We provide express shipping services to all countries around the world. However, please note that each country has its own customs regulations. Therefore, we strongly recommend that you research the customs regulations of your country, especially when ordering food products.
What are your delivery times?
Delivery times vary depending on the destination country and region. On average, after the shipment is dispatched, the delivery times are as follows:
- European Region: 1-3 business days
- United Kingdom: 1-3 business days
- United States and Canada: 2-4 business days
- Other Global Destinations: 2-5 business days
Please note that these timeframes are approximate and can be affected by various factors including customs processing and local logistical conditions.
Which courier companies do you use for shipments?
We utilize UPS Express, as well as DHL and FedEx, for our shipping services.
What is your shipping dispatch time?
Generally, your package will be dispatched within 1-2 business days. However, to ensure the freshest quality of products such as baklava, chocolate, pişmaniye, and sucuk, we do not keep these items in stock. Therefore, for orders containing these types of products, the dispatch time may extend by an additional 1-2 business days.
Additionally, for handmade items, the production process may require up to 7 days for the item to be ready for shipment.
What are your shipping fees and how are they calculated?
Our shipping fees vary based on factors such as package size, weight, destination country, and delivery speed. The fees are calculated according to the following criteria:
Package Size and Weight: The dimensions and weight of your package directly affect the shipping cost. Larger and heavier packages incur higher fees.
Destination Country: The country to which the shipment is sent plays a significant role in determining the shipping cost. International shipments may have varying costs based on distance and customs processing.
Delivery Speed: The delivery option chosen (standard, express, etc.) impacts the shipping fee. Faster delivery options generally incur higher costs.
Additional Services: Extra services such as insurance, tracking, and special packaging may also affect the shipping fee.
Shipping costs are automatically calculated based on the details of your order and are provided to you during the order confirmation process. For more information about shipping fees, please contact our customer service team.
How can I cancel my order?
To cancel your order, you need to do so within 12 hours. Please follow these steps to process your cancellation:
Contact Customer Service: Notify our customer service team as soon as possible about your cancellation request. You can reach us via phone, email, or live chat.
Provide Order Information: Include your order number and any other necessary details when submitting your cancellation request.
Cancellation Confirmation: You will receive a confirmation message once your request has been received. If your order is within the 12-hour cancellation window, the cancellation will be processed.
Note: It is important to submit your cancellation request within the 12-hour timeframe. After this period, your order may have already been processed, and cancellation might not be possible.
If you have any questions or need further assistance, please do not hesitate to contact our customer service team.
What should I do if I receive a damaged product?
If you receive a damaged product, please follow these steps:
Document the Damage: Take clear photographs of the damaged product and the packaging. This will help us assess the situation and expedite the resolution process.
Contact Us: Notify us of the damage within 24 hours of delivery. You can do this by reaching out to our customer service team via phone, email, or live chat.
Provide Information: Send the photos along with your order number and a brief description of the damage to our customer service team.
Resolution: Once we receive your information, we will review the issue and work to resolve it promptly. This may include offering a replacement, a refund, or another suitable solution.
If you need further assistance or have additional questions, please contact our customer service team.
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