F.A.Q

1- The customers are able to place an order without an account. After adding the item(s) to the cart, the customer should select “Go to My Shopping Cart” and select the “Pay Now”, then select “Continue without Membership”.
2- We suggest our customers to be a member in order to be informed about sales, campaigns, promotions and special offers.
3- The customers can create an account quickly by clicking the “Sign Up” button on the right top of the main page and fulfill the form that popped up.

1- After getting logged in with e-mail address and password, “My Account” button will be available on the right top of the main page. Account information can be edited/updated on “My Account” section.

1- After entering the e-mail address registered for membership on “Forgot My Password” tab at the bottom of the page or “I Forgot My Password” tab on the “Member Login” button on the right top of the main page, a password reset link will be sent to this e-mail address.

1- The customers can find the item(s) they wish to order via search bar by entering the keywords related to their needs or they can use the navigation bar.

1-The customers can place an order online easily by following the steps on “How Do I Order?” page or by clicking the “order via Phone” button on the right of the page of a product or by clicking the “order on WhatsApp” button on the right of the page of a product.
2- Order via Phone: The customer should click the “order via Phone” button on the right of the page of a product and fill the the form that pops up. Then our customer care representative will call the customer. The customer can place an order by providing the link or name or code of the product he/she wishes to order, shipping address information and payment method information to our customer representative.
3- Order on Whatsapp on Mobile: The customer should send a message directly to +90 538 383 22 24 or click the “order on Whatsapp” button on the product page and click the send button in order to send a message to our customer representative and start a conversation on WhatsApp. The customer can place an order by providing the link or name or code of the product he/she wishes to order, shipping address information and payment method information to our customer representative.
4- Order on Whatsapp on Desktop: The customer should click the “order on Whatsapp” button on the right of the product page and click the send button in order to be directed to WhatsApp Web page. If the customer is already paired his/her phone on WhatsApp Web, then a conversation with our customer representative will start. ( If the phone not paired yet, follow the steps for pairing instructions on the WhatsApp Web page. ) The customer can place an order by providing the link or name or code of the product he/she wishes to order, shipping address information and payment method information to our customer representative.

1- An item can be added/removed after completing an order if the status of the order is PRE ORDER or PROCESSING which means the order has not been SHIPPED yet. The customers can contact our customer care line +90 212 234 41 47 in order to check the status of the order and make a request to add/remove an item.

1-The items will be available in the cart as long as they are in stock. Out os stock items will be removed from the cart automatically.

1- Yes, we do. When placing an order, the customer should check the Free Gift Wrapping box on the Address Information section.

1- Orders of members can be tracked on ‘‘My Orders’’ tab under ‘‘My Account’’ section. If the package is shipped, the tracking number can be displayed by clicking “Where is My Package” button on “My Orders” page.
2- The customers who do not have a membership can track the orders via sms or e-mails sent by us.
3- All customers are able to contact our customer care line +90 212 234 41 47 in order to track their orders.

1-The customer should check the package when receiving it and should not accept it if the package is opened, torn, crushed, got wet, harmed, etc. If the package is harmed and the item/items is/are missing, the customer should ask for a damage assessment/missing item report from the shipping company and inform the company. If the package is delivered unharmed but the item/items is/are missing, the customer should contact our customer care line +90 212 234 41 47 or send an e-mail to global@ilvi.com and provide order number and missing item/items information. The complaint will be investigated as soon as possible.

1-The invoice will be sent to the customer’s registered e-mail address right before shipping process if the order is completed successfully. We also send the order with the hardcopy of the invoice. If the customer did not receive the invoice due to a system failure, he/she can contact our customer care line +90 212 234 41 47 or send an e-mail to global@ilvi.com and ask for a softcopy of the invoice.

1-We have 3 retail stores in İstanbul, Turkey. For more details please visit Stores…

1-We accept credit card, debit card, bank transfer, pay on delivery (cash or credit card).
2- Pay on delivery service is only available for domestic orders.

1-Our website is encrypted with 128 bit SSL which doesn’t let anyone access the credit card details and provides the customers 100% secure shopping. As soon as a customer entered the credit card details, this information will be encrypted and sent directly to the online system of the related bank. It is not possible for 3rd parties (including our company) to access the customer’s data. Our payments are processed by PayU online payments system.

1- It is possible to pay in monthly installments with credit cards for domestic orders according to the lower limit conditions of our contracted banks and all installment plans can be displayed under the “Payment Options” tab on right side of the product image on a product page.
2- The delay interest fe efor 2 monthly installments option is covered by us, for other monthly installments plans please see the “Payment Options” tab.

1- The payment should be done to the account given below within 3 days for a valid order and it is a must to add the order number.
Company/Account Name: İlvi Ayakkabı Deri ve Tekstil Ürünleri Sanayi ve Ticaret Anonim Şirketi Bank Name: Garanti Bankası Branch Name/Code: Nişantaşı/132 Currency: TRY Swift CODE: TGBATRIS Account No: 6293951 IBAN: TR46 0006 2000 1320 0006 2939 51

1- Pay on delivery with cash or credit card service is only available for domestic orders.
2- The customers should call our customer care line right after placing the order and confirm the order.
3- While paying on delivery, 5,00 TRY will be added to the subtotal of the order as service charge which will be transfered to the shipping company.
4- In case of returns, the service charge is nonrefundable and will be deducted from the refund.

1- The domestic and international orders will be shipped within 24 hours right after an order is placed.

1-Every order is considered as one package. We can not guarantee to ship all orders in one package but if none of the order has been shipped yet, the orders can be combined in one package.

1- Since it depends on the distance between İstanbul and the delivery address and also the shipping company’s delivery policy, it may take up to 3 weekdays with Yurtiçi Kargo for domestic orders, 7 weekdays with DHL and B2CDirect, 21 weekdays with PTT for international orders. The package(s) does not include invoice(s) should not be accepted by the customer.

1- If the customer contacts the shipping company first and provide them the tracking number he/she can receive the order from a branch of the shipping company.

1- The shipping is free for domestic orders of 150 TRY and above. The shipping cost is fixed to 5,90 TRY for domestic orders below 150 TRY.
2- Free shipping option is not available for orders from The Turkish Republic of Northern Cyprus and the shipping cost is 69 TRY per order. In case of return/exchange, the shipping costs will be covered by us.
3- Color and/or size exchanges can be made maximum 2 times. The shipping costs of 3rd exchange will be charged to the customer.

1- The shipping is free for international orders.
2- In case of cancelling the order after the order is shipped or returning the product(s), the shipping costs are nonrefundable and will be deducted from the refund. The shipping cost of the package shipping back to Turkey is also belongs to the customer.
3- Extra legal fees, taxes, or other expenses will be charged to the customer due to the destination country’s customs and/or importing policy when receiving/returning/exchanging order.
4- Exchanging is available for international orders if the customer agrees to cover all extra fees such as legal fees, taxes, the shipping costs, etc.

1-We ship more than 100 countries. The countries we ship are listed on the “Delivery Countries and Estimated Delivery Times”.
2- If the customer’s country is not on the list, the customer can send an e-mail to global@ilvi.com for more information.

1- The customer should check the package when receiving it and should not accept it if the package is opened, torn, crushed, got wet, harmed, etc. If the package is harmed or the item/items is/are missing, the customer should ask for a damage assessment/missing item report from the shipping company and inform the company.

1-If the package can not be delivered to the customer at the delivery address, the package will be delivered to the nearest branch of the shipping company and an arrival notice will be left to the customer for domestic orders. The customer can make a request to the company to re-deliver the package or receive from the branch directly by providing the tracking number.
2- If the customer will not receive the package within 3 days (it may vary due to shipping company’s policies), the package will be returned to us. We suggest our customers to receive the package from the branch directly.
3- If the package can not be delivered to the customer at the delivery address, the customer will be informed via phone call. If the customer can not be reached, the package will be delivered to the nearest branch of the shipping company.

1-Yes. Delivery address can be changed after completing order by contacting our customer care line +90 0212 234 41 47.

1- Since we send shipments DDU, extra legal fees, taxes, or other expenses will be charged to the customer due to the destination country’s customs and/or importing policy, thus the order may get stuck in the customs office until the customer pays the fees. The responsibility of the delivery belongs to the customer after the goods are landed on the destination country, therefore the customer must follow the procedures and rules of related customs office and Ministry of Trade in order to receive the order.
2- Customs Offices demand us to denote the value of the order on the package. We also want to inform you that the customs inspectors have the authority to decide to deliver or not to deliver the package to the customer and rarely there may be delays on delivering due to customs office’s policy.

1- Deficient/broken/faulty item(s) can be returned within 14 weekdays. Deficient/broken/faulty item(s) can be shipped back to us for free with Company Return Code: 464184069 via Yurtiçi Kargo for domestic orders, otherwise the shipping costs will be charged to the customer.
2- The item(s) will be inspected by our Quality Control Department as soon as it arrives in return/exchange address. If the item(s) identified as deficient/broken/faulty, the item(s) will be exchanged or the refund will be issued to the customer’s original method of payment due to the customers demand. Refunds will be issued on Fridays.

1- Item(s) can be returned within 14 weekdays.
2- Item(s) can be exchanged within 14 weekdays. Exchanging is only available for domestic orders unless the customer who places an international order agrees to cover all extra fees such as legal fees, taxes, the shipping costs, etc.
3- To be eligible for a return or an exchange, the item(s) must be unused and in the same condition that the customer received them. The item(s) must be in the original packaging. The package must be unharmed.
4- The earrings cannot be returned/exchanged due to health regulations.
5- If the item(s) is(are) eligible for a return or an exchange, the customer should create a return/exchange request on “My Account” section, contact our customer care line or send an e-mail to global@ilvi.com. The customer should denote the reason of returning or the product code and the size (for shoes) of the item he/she demands for exchanging on the return/exchange request.
6- Then the customer should send the item with the invoice to the address written below. "Halaskargazi Mah. Valikonağı Cad. Pınarbaşı Apt. No: 55/A PK: 34371 Nişantaşı - Şişli / İstanbul / Türkiye"
7- The item(s) can be shipped back to us for free with Company Return Code: 464184069 via Yurtiçi Kargo for domestic orders of 150 TRY and above. The shipping costs are nonrefundable for returns and cancellations for domestic orders below 150 TRY and will be deducted from the refund.
8- The shipping costs for international orders are nonrefundable for returns and cancellations and will be deducted from the refund. The shipping cost of the package shipping back to Turkey is also belongs to the customer.
9- The item(s) will be inspected by our Quality Control Department as soon as it arrives in return/exchange address.
10- If the exchange is approved, the exchanging item will be shipped within 24 hours after the ordered item arrives in return/exchange address written below. Color and/or size exchanges can be made maximum 2 times. Even though the customer exchanged an item 2 times, it is still possible to return the item if the item is eligible for return. The shipping costs of 3rd exchange will be charged to the customer. If the item which the customer wants to exchange is out of stock, the exchange can be done with another item. In this case, the price difference between the ordered item and the exchanging item will be considered.
11- An order can be cancelled for free if the status of the order is PRE ORDER or PROCESSING which means the order has not been SHIPPED yet.

1- Our return/exchange policy may vary for each campaign. Thus, detailed information can be provided from our customer care line +90 0212 234 41 47.
2- All items purchased on sale campaigns, such as Buy 1 Get 1 For Free, Buy 3 Pay For 2, 50% Discount oh the 2‘nd Item, etc. must be returned.
3- Refund cannot be issued as cash for the free product on Buy 1 Get 1 For Free campaign.

1- If the return is approved, the refund will be issued to the customer’s original method of payment. The refund will be issued on Fridays. Legal fees, taxes, or other expenses will be deducted from the refund, if there any.
2- The customers who paid on delivery (only available for domestic orders) or via bank transfer, should denote their bank account information in the return/exchange request in order to get the refund.
3- Service charge of 5,00 TRY on pay delivery, which will be transfered to the shipping company, is nonrefundable and will be deducted from the refund in case of returns.
4- For domestic refunds, it may take up to 3 days due to the method of payment and bank transfer policies. For international refunds, it may take up to 14 days due to the method of payment and bank transfer policies.

1- As determined by bank, the refund will be isssued to the credit card monthly according to your monthly installment plan.

1- If the refund will not be displayed within 3 weekdays of approval for domestic orders and 14 weekdays of approval for international orders, the customer should contact his/her bank directly.

1- The customers can contact our customer care line +90 212 234 41 47 in order to cancel his/her order. An order can be cancelled for free if the status of the order is PRE ORDER or PROCESSING which means the order has not been SHIPPED yet.

1-5% of the order total of each order will be determined as İLVİMoney. Earned İLVİMoneys can be turned into a gift voucher by selecting Create a Gift Voucher button on “My İLVİMoneys” tab under “My Account”. Then the gift voucher code is ready to be applied on the cart.

1- The gift voucher code should be written on the Gift Voucher box on the cart. After applying the code the discount applied on the order will be displayed.

1- The valid codes, except single-use codes, can be used for more than one order. 2 campaigns or 2 codes can not be used together on ther same order.

1- The gift voucher will be available for next order again after cancelling an order.

1- After applying the gift voucher code on the cart, discount applied on the order will be displayed on the order details.

1- Every gift voucher has a different expiry date identifed according to the date of creation of the gift voucher.
2- All gift vouchers and İLVİMoneys will be erased permanently on the 2nd of January each year.