When will the product I purchased be delivered?

Under normal circumstances, deliveries within Ankara are delivered within 24 hours after being shipped; Deliveries outside Ankara are made within 2-3 days (although it varies depending on the delivery time committed by the cargo company to your city and district). If there is any problem during the product supply process, our customer service representatives will inform you via e-mail.

There is no cargo company close to my address, how will I receive my order?

The cargo companies we have agreements with generally deliver products all over Turkey. If there is no cargo agency in your location, it is considered as a "mobile zone" and products are delivered on certain days of the week. The product supply process and shipping fees stated on our site are valid for provincial and district centers. Product delivery cannot be made to points outside the province, district centers and mobile zone; Even if this is done, an extra shipping fee will be charged.

What does the “In Procurement Process” warning mean?

If the product you ordered is in stock, shipping begins immediately. If there is more than one product in your order, the preparation of those in our stock begins, starting with the first ordered product. The supply process begins for your orders that are not yet in stock. (In this case, you will see the text "In the Supply Process" opposite the product you ordered.) Requests that are automatically transferred to our relevant supplier are tracked and your orders are ensured to be in our stocks as soon as possible.

How will I know that my order has been shipped?

When the products you purchase from our site are delivered to cargo, cargo shipment information about your order is automatically sent via SMS to your e-mail address and mobile phone registered in our system. With the help of this information, you can find out when your product or products are delivered to the cargo. You can also track the status of your order in the "My Orders" section on the "My Account" page.

What should I pay attention to during delivery?

When your orders are delivered to your address, we recommend that you open and check the cargo package after signing the cargo delivery slip. If there is any mistake in the package content or if the products are damaged or deformed, please have the cargo officer prepare a "Damage Assessment Report" and contact us about it.

My cargo is going to the wrong address, what can I do?

When your order is shipped, your delivery address is automatically transferred to the cargo company's system without any changes and the shipment process continues accordingly. Delivery branches are taken to the branch connected to your address by the cargo company. Therefore, it is not up to us to choose which branch the product will be delivered to. If your cargo has been sent to the wrong address or branch, if you inform us via message on the "Customer Services" page, the cargo company will be informed and the redirection will be carried out as soon as possible.

What happens if the cargo cannot find me at the delivery address?

If the cargo companies we work with cannot reach anyone at the delivery address, they leave a note at the door. This compass contains the address and telephone numbers of the cargo branch that delivers to you. The cargo branch will keep your parcel for 3 days and send your order back if it cannot reach you. When you cannot receive your cargo because you are not at your address, you can contact your cargo branch according to the information on the note and get detailed information about the delivery.

Can I change my shipping address?

You can notify us of the delivery address change via message on the "Customer Services" page while your entire order is in the delivery process. However, if one or more products in your order have already been shipped (partial delivery), the address change to be made through the system will not be immediately reflected in the cargo company's system, since the delivery address you have previously determined is transferred online to the cargo company and the same delivery address is used for each cargo exit for a single order.

My order arrived damaged and broken. What should I do?

All products we offer for sale are inspected for damage while being picked up from the supplier and packaged for delivery. Therefore, there is no possibility of any product being sent damaged. However, sensitive products such as glassware and electric heaters may be damaged due to being dropped during transportation or incorrectly loaded into the cargo. In such a case, the process works as follows: When your order is delivered to your address by the cargo officer, be sure to check the outer package for damage before receiving the product and prepare a "Damage Assessment Report" as soon as you see any damage. While preparing the Damage Assessment Report, pay attention to the explanations written by the cargo officer in the report. For example; “There is no damage to the parcel. The product is damaged.” A statement like this will be interpreted as meaning that the product was not damaged during transportation and will cause you to have problems during your replacement request. Warn the officer to keep a complete and accurate report regarding the damaged product. “The product was checked when delivered and found to be damaged.” A report containing an explanation such as this will speed up your product return process. In case of any damage you notice after the delivery of the order, you must immediately contact the relevant cargo branch and ask them to prepare a "Damage Assessment Report". If the cargo branch does not assist you in this matter, please inform us as soon as possible. Before sending the product to us, you must apply by clicking on the Fault/Return/Exchange button in the order detail on the "My Account" page. When you send the damaged product to us together with the Damage Identification Report, your product exchange process will be completed quickly and you will be informed about it. To avoid problems with cargo compensation, send the damaged product back with the cargo company that delivered it to you.

The package content of the product I purchased was missing, what should I do?

The products offered for sale come from suppliers in their original boxes and are delivered to the cargo after being packaged unopened. You will see a warning on the labels we paste on the cargo packages against possible problems that may occur during the shipment of the products. This warning reminds you that you should open and check the product while the cargo officer is with you during delivery. If, as a result of your check, there is a deficiency or error in the contents of the product package, you must have the cargo officer prepare a "Due Determination Report". After this process, if you wish, you can take delivery of the product and simply apply to us with the report. If you notice that the contents of the package are missing or incorrect after delivery, you can contact us without a report. All you need to do is fill out the relevant form in the "Fault/Return/Exchange" section on the Order Details page.

The product I ordered and the product I received are different, what should I do?

We would like to apologize first if a different product was sent due to an error in the stock coding. In order for the exchange to be made, please send the product in question back to us by filling out the return exchange form included in the cargo. Necessary actions will be taken when the product reaches us.

1. Delivery Time

Your orders will be delivered to cargo within 3-5 business days. Cargo delivery time may vary depending on the cargo company you choose and your address.

2. Shipping Fee

Although the shipping fee varies depending on the weight of the product, we cover the fee.

3. Cargo Tracking

After your order is delivered to cargo, your cargo tracking number will be notified via e-mail or phone. You can track the status of your order on the cargo company's website with the cargo tracking number.

4. Damaged Products

If you notice any damage during cargo delivery, do not receive the product by getting a report from the cargo officer. You must inform us within 24 hours regarding the delivery of damaged products.

5. Delivery Address

When placing your order, it is important that you enter the delivery address correctly and completely. If you want to make any changes to the delivery address, you must inform us before your order is shipped.

6. Delays

If there is a delay in cargo delivery, you can contact the cargo company. You can learn the reason for the delay and the estimated delivery time from the cargo company.

7. Contact Information

If you have any questions or issues regarding shipping, you can contact us at the contact information below:

• Phone: +90 542 465 78 40
• Email: tayfun@rubydesigncandles.co
• Address: Plevne neighborhood 16. street no: 10/18 sincan/ANKARA

8. Enforcement

This shipping policy is effective as of 10/04/2024.