• Do I pay for membership?
      • Membership is free. The customers can create an account here easily to order and to be informed about sales, campaigns and special offers.

      • Can I order without creating an account?
      • Yes, the customers can order without creating 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”.

      • Why am I asked to add my telephone number while creating an account?
      • Sometimes the customers place an order by mistake, or add their shipping addresses deficiently so the item(s) cannot be delivered to the customers and returns to us or something goes wrong with the order thus we need to contact our customer in order to verify the order or inform the customers or in order not to ship different item(s) to invalid addresses.
      • How can I find the product I am looking for?
      • 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.

      • How can I place an order?
      • The customers can place an order easily by following the steps on How Can I Order page.

      • What are the accepted payment methods?
      • We accept credit card, debit card, bank transfer, pay on delivery (cash or credit card).

      • Pay on delivery option is only available for domestic orders.
      • It is possible to pay in monthly installments with credit cards for domestic orders.

      • Bank Transfer: The payment should be done within 3 days for a valid order and it is a must to add your order number.
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      • Pay on Delivery: The customers should call our customer care line right after placing the order and confirm the order.
      • 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. The order will not be delivered unless the subtotal of the order and service charge are paid. In case of returns, the service charge is nonrefundable and will be deducted from the refund. 

      • Is it safe to use my credit card on this website?
      • 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 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.

       

      • When do you ship my order?

      The domestic orders will be shipped within 3 weekdays right after an order is placed.

      The international orders will be shipped within 2 weekdays right after an order is placed.

       

      • When do I receive my order?

       

      Since it depends on the distance between Turkey and the destination country 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 21 weekdays with PTT for international orders.

      The package(s) does not include invoice should not be accepted by the customer.

       

      • How much does the shipping cost?

       

      The shipping is free for domestic orders of 150 TRY and above.

    • The shipping fee is fixed to 5.90 TRY for domestic orders below 150 TRY.

    • The shipping is free for international orders. In case of cancelling the order or returning the product(s) and package getting lost in transit, 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.

       

      • Which shipping company does İLVİ work with?

      We ship via Yurtiçi Kargo for domestic orders.

      We ship via DHL and PTT Turkish Post for international orders.

       

      • How can I track my order?

       

      Orders can be tracked on ‘‘My Orders’’ tab under ‘‘My Account’’ section.

       

      • What should I do if my order gets stuck in my country’s Customs Office?

       

      Since we send shipments DDU, extra tax fees may be charged to the customer due to the destination country’s customs policy, thus the order will 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 related customs office’s procedures and rules in order to receive the order.

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    • 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.

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      • What is your return/cancellation/exchange policy? How can I return/exchange an item? How much does the return/exchange shipping cost?

      Item(s) can be returned within 14 weekdays.

       

      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 the extra fees such as taxes, the shipping costs, etc.

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    • The customer should denote the product code and the size (for shoes) of the item he/she demands on the return/exchange form.

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    • The exchanging item will be shipped within 24 hours after the ordered item arrives in return/exchange address written below.

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    • 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.

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    • 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.

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    • The earrings cannot be returned or exchanged due to health regulations. 

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    • 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.

       

      If the item(s) is(are) eligible for a return or an exchange, the customer should contact our customer care line or send an e-mail to musterihizmetleri@ilvi.com.

       

      Then the customer should fulfill the return/exchange form at the back of the invoice and 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"

       

      Returns and exchanges must be sent with Yurtiçi Kargo for domestic orders, otherwise the shipping costs will be charged to the customer.

       

      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.

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    • The item will be inspected by our Quality Control Department as soon as it arrives in return/exchange address.

       

      If the return is approved, the refund will be issued to the customer’s original method of payment on the first friday after approval and the refund will be displayed within 3 days of approval for domestic refunds and within 14 days of approval for international refunds

    • Legal fees, taxes, or other expenses will be deducted from the refund, if there any.

    • The customers who paid cash on delivery (only available for domestic orders) or via bank transfer, should denote their bank account information in the return/exchange form in order to get the refund. 

    • For domestic refunds, it may take up to 3 days according to the method of payment and bank transfer policies.

      For international refunds, it may take up to 14 days according to the method of payment and bank transfer policies.

    • The 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.