• Delivery and Returns Policy

Delivery and Returns Policy

At Elara Istanbul, we apply the following conditions to ensure your orders are prepared and delivered securely, and that return/exchange processes proceed transparently where necessary.

Delivery

Orders placed through Elara Istanbul are prepared and shipped after payment confirmation is received.

Orders are dispatched as quickly as possible, depending on product availability and preparation time. Delivery times may vary for personalized, custom-sized, or specially produced items.

Once your order has been shipped, tracking information may be sent to you via email or SMS.

It is the customer's responsibility to enter the delivery address correctly and completely. Elara Istanbul is not responsible for delays caused by incorrect or incomplete address information.

Delays caused by shipping companies, delivery disruptions, or regional congestion are beyond Elara Istanbul's control.

Inspection During Delivery

We recommend that you inspect the package when receiving your product.

If the package is damaged, opened, crushed, or wet, you must have a damage report prepared by the cargo officer before accepting the product.

For damaged products received, you can take photos of the product and packaging and contact us as soon as possible.

Return and Exchange Conditions

Products purchased from Elara Istanbul may be considered for return or exchange under the following circumstances:

  • The product is faulty, defective, or damaged,

  • The product has not been used, worn, and is in good condition,

  • The product is sent with its original packaging, invoice, and certificate, if any,

  • The return/exchange request is submitted within the timeframes specified in this policy.

Returns or exchanges may not be accepted for products that have been used, worn, damaged, have damaged packaging, or are sent with missing accessories, certificates, or invoices.

Returns and exchanges are not possible for personalized, custom-sized, custom-made, or altered products.

Faulty or Defective Products

If the delivered product has a manufacturing defect, arrives damaged, or is different from the product ordered, it is considered a faulty/defective product.

In this case, the customer must contact Elara Istanbul within 30 days from the date of receiving the order.

You can send an email for notification containing the following information:

  • Full name

  • Delivery address

  • Phone number

  • Order number

  • Product code

  • Reason for return/exchange

  • Photos showing the product defect, if any

Email address: info@elaraistanbul.com

Once your request is received, you will be directed on how to proceed with the product inspection. After the product reaches Elara Istanbul, it will be inspected to assess whether the defect originated from manufacturing or the delivery process.

If the product is determined to be faulty/defective, it may be exchanged for the same product or the product cost may be evaluated under return/exchange conditions.

Return of Unused Products

For unused products purchased from our site, you can request a return within 14 days from the date you received your order.

For a return request to be accepted:

  • The product must be unused, unworn, and in good condition.

  • The product's original packaging must not be damaged.

  • The product must be sent with its invoice and certificate, if any.

  • Any protective labels, seals, or packaging on the product must not be opened/damaged.

Returns may not be accepted for products that are unsuitable for return due to hygiene, personal use, or the nature of the product.

How to Make a Return or Exchange Request?

For a return or exchange request, you can send an email to info@elaraistanbul.com.

Your email must include the following information:

  • Full name

  • Phone number

  • Delivery address

  • Order number

  • Product code

  • Reason for return or exchange

  • New product/size information requested for exchange

After your request is evaluated, you will be informed about the return address where the product should be sent and the process.

Elara Istanbul is not responsible for delays that may occur for products sent before the return address is provided to you.

How Should the Product Be Returned?

Products to be returned or exchanged must be packaged in a way that prevents damage.

You must send the product with its original box, pouch, packaging, invoice, and authenticity certificate, if any.

It is recommended to use protective packaging to prevent damage to the product during shipping.

Ensure the package is securely sealed. It is recommended to keep the shipping tracking number to mitigate the risk of loss or damage during the shipping process.

Return Shipping Fee

Shipping costs for returns and exchanges may be borne by the customer.

If the product is faulty, defective, or incorrectly sent, the shipping process will be evaluated separately.

Customs duties, additional charges, or fees incurred for international shipments may be borne by the customer and may be deducted from the refund amount.

Return Process

Once the returned product reaches Elara Istanbul, it will be inspected.

If the product meets the return conditions, the return process will be initiated. The return method will be evaluated based on the payment method of the order and the condition of the product.

The completion time for return processes may vary depending on your bank or payment institution's procedures.

Shipping fees, customs duties, charges, and similar additional costs may be excluded from the refund.

Exchange Process

Exchange requests are evaluated based on product stock availability.

If the price of the product to be exchanged is higher, the difference will be collected from the customer. If exchanged for a lower-priced product, the difference may be considered a refund or store credit.

Exchanges may not be possible for out-of-stock products.

Contact

You can contact us for your delivery, return, and exchange requests.

Email: info@elaraistanbul.com
Address: [Elara Istanbul return/contact address to be inserted here]