Shipping / Exchange / Return Process

Change Procedure

You can send the product or products you want to exchange back to us free of charge, within 14 days from the date you receive the order, via Aras Cargo Company, within the framework of the exchange conditions below. In order for the products to be exchanged, the exchange and/or return conditions specified below must be followed.

• If you send the product/products you want to exchange via Aras Cargo, no shipping fee will be charged. After your exchange package reaches us, an information e-mail will be sent to you within 1-5 business days.
• If you wish to send the product(s) you wish to exchange with a different cargo company, the cost of the packages sent will not be covered by us.
• We do not cover the shipping costs of the product(s) you wish to return.

Change Conditions

• I want to change the product I purchased, what should I do?
• You can change your order within 14 days from the date you receive it. The change is only made in the same model product / size / number change. After informing Smarana Customer Services about your change request, you can send your product back free of charge (Smarana paid) with Aras Cargo. You must specify the product you want to change and which size / number you want instead. When your request reaches us, it is evaluated by the authorities and if the product you want to change is in stock, it is delivered to the cargo company within 24 hours. If the product is not in stock, your fee is refunded. You must send the product you request to change with its original invoice, the product is complete, unused and the packaging is undamaged to the Smarana return address. In order for us to start your change process, you must inform us by e-mail to destek@smaranaatelier.com.

Product exchange address: Smarana – Harbiye Neighborhood Atiye Street Genc Apartment No:1 Flat:6 Sisli/Istanbul

• I want to return the product I purchased, what should I do?
• You can return your order within 14 days from the date you receive it. After informing Smarana Customer Services about your return request, you can send your product to us with any cargo company, the payment being your own. When your product reaches us, it will be evaluated by the authorities and an information e-mail will be sent to you when your return is accepted. You must send the product you are returning to the Smarana return address with its original invoice, complete, unused and undamaged. If the invoice of the product is corporate, you must send it with a return invoice issued by the institution, excluding the cargo share, in the form of “Product Unit Price + VAT”. Returns of orders whose invoices are issued in the name of institutions cannot be completed unless a return invoice is issued. In order for us to initiate your return process, you must inform us by e-mail to destek@smaranaatelier.com.

Product return address: Smarana – Harbiye District Atiye Street Genc Apartment No:1 Flat:6 Sisli/Istanbul

• How many days do I have to exchange or return the product I purchased?
• You can return or exchange your product within 14 days from the moment you receive it by following the return/exchange procedure above.
• Can I change the color or size of the product I receive?
• The exchange is made in the same model product and in the form of a change in size/number. If the requested product is available in stock, the exchange can be made, if not, the exchange can be made with different products, otherwise your payment will be refunded.
• How can I exchange the product I purchased if it is defective?
• In order not to victimize you at Smarana, all products are subject to quality control. However, if you encounter such a situation, you can request a product exchange. To do this, it is enough to follow the exchange procedure.
• Can I exchange the product I purchased for a different one?
• Exchanges can be made on the size/number options of the same product. If the requested product is available in stock, exchanges can be made, if not, exchanges can be made with different products.
• How many times can I use my exchange right?
• You can exercise your right to exchange the same product once within 14 days from the date you placed your order.

To which address should I send the product for return or exchange?
Product return/exchange address: Smarana – Harbiye Neighborhood Atiye Street Genc Apartment No:1 Flat:6 Sisli/Istanbul

• Will I pay shipping costs for the product I want to return or exchange?
• The shipping cost for returned products is your responsibility. You can send the products you want to exchange back to us free of charge with the exchange code we will send you.
• When will I be paid for the product I returned?
• The product you return is first checked for compliance with the return conditions. If the product/products you return comply with the return conditions, the refund will be sent to the bank within 10 business days. For orders whose return process is approved, an e-mail will be sent to you informing you that the refund has been made and the product price will be refunded to the credit card you used for payment. The time it takes for your return to be reflected on your statement may vary depending on your bank and your refund will be made within 14 business days at the latest. If there is a delay in the reflection of your return on your credit card/debit card, you can get detailed information from your bank. According to bank practices, transactions made in installments are refunded in the same way in installments.
• How can I return the product I purchased if it is defective?
• In order not to victimize you, all products at Smarana are subject to quality control. However, if you encounter such a situation, you can request a return. To do this, it is enough to follow the return procedure.

 

For more information; destek@smaranaatelier.com