FAQs
If you want to correct or change your address information, you can make the address change / update
process on the page that will be opened by clicking on your cargo tracking number to be sent to you as “email” and “SMS” after your cargo transactions are completed.
We do not have the possibility to make corrections to your orders manually.
If you do not want to proceed as stated above and if you want to cancel your order and create a new order again, it will be sufficient to reply to your confirmation e-mail titled “Your order has been sent to us.” and write “I want to cancel my order”.
It will be sufficient to send your request via a single e-mail, if you send more than one e-mail in a short time, your e-mails may be perceived as spam by our system and are not forwarded to us. For this reason, we recommend that you send your request via a single e-mail and wait.”
If you submit your cancellation request, your cancellation will be made as soon as possible, and your information e-mail will be sent to you.”
We do not have the possibility to make corrections to your orders manually.
If you do not want to proceed as stated above and if you want to cancel your order and create a new order again, it will be sufficient to reply to your confirmation e-mail titled “Your order has been sent to us.” and write “I want to cancel my order”.
It will be sufficient to send your request via a single e-mail, if you send more than one e-mail in a short time, your e-mails may be perceived as spam by our system and are not forwarded to us. For this reason, we recommend that you send your request via a single e-mail and wait.”
If you submit your cancellation request, your cancellation will be made as soon as possible, and your information e-mail will be sent to you.”
The prices of all products on our website include “VAT”.
When delivering your package to the cargo company, you can request your tracking number and follow up.
If you do not have a tracking number, you can request your cargo tracking number by contacting the cargo
company you have sent
Packages delivered to the cargo company are delivered to us within 1-5 working days on average. Transactions cannot be made on public holidays and weekends.
Your transactions will be completed within 1-5 business days after we receive your exchange / return package, and your automatic notification e-mail will be sent to the e-mail you used for the order. We recommend that you also check your e-mail address you used for the order and your spam / junk boxes to avoid problems.
If you have not yet received your information e-mail, it means that your package has not been sent to us or your transactions have not yet been completed.
Packages delivered to the cargo company are delivered to us within 1-5 working days on average. Transactions cannot be made on public holidays and weekends.
Your transactions will be completed within 1-5 business days after we receive your exchange / return package, and your automatic notification e-mail will be sent to the e-mail you used for the order. We recommend that you also check your e-mail address you used for the order and your spam / junk boxes to avoid problems.
If you have not yet received your information e-mail, it means that your package has not been sent to us or your transactions have not yet been completed.
There is an exchange / return form in your package sent / to be sent to you. You can take action by sending
it to us with your form as specified in the form. In addition, you do not need to send your invoice, it will be
sufficient to send it to us with your form as specified in the form.
You can see all the details about the process in your form in your package sent to you with your product / products. You can exchange / return your order within 30 days from the date you receive your order.
Your exchange / return form is included in your package sent to you as specified. If you have lost your form, you can request it via our e-mail address “destek@dilaraastam.com” by specifying your order number. When making an exchange / return for more than one order, you can send us your exchange / return forms for your orders in a single pack by adding them to your package and request an exchange / return.
If you send it as specified in your exchange / return form in your package, you will not pay the shipping fee for the return / exchange process. If you want to send it in a different way, not as specified in your form, our company will not be responsible for shipping costs, in this case, you can send it to the address specified below with the cargo company you wish by paying the shipping fee.
Product exchange / return address: Örnek Mahallesi, İlkev Sokak, No:14/13, 06080 – Altındağ / Ankara TÜRKİYE Company Number: +90 (534) 301 18 56 Racinestraat 29, 5924BA – Venlo THE NETHERLANDS Company Number: 00 31 6 45 38 80 29
If the desired size is not available in our stocks and cannot be exchanged in your orders sent to us for exchange, a refund is automatically made by our system. The exchange can only be made on the size/number options of the same product. If you send back with a request for exchange for a different product / colour, your cancellation / refund will be made automatically by our system as the exchange cannot be made.
If you request an exchange, your exchanged product will be sent back to the address you used for the order and your information e-mail will be automatically sent to the e-mail address you used for the order. If you prefer to be sent to a different address rather than the same address, it will be sufficient to write your request as a note at the bottom of your exchange / return form.
You can see all the details about the process in your form in your package sent to you with your product / products. You can exchange / return your order within 30 days from the date you receive your order.
Your exchange / return form is included in your package sent to you as specified. If you have lost your form, you can request it via our e-mail address “destek@dilaraastam.com” by specifying your order number. When making an exchange / return for more than one order, you can send us your exchange / return forms for your orders in a single pack by adding them to your package and request an exchange / return.
If you send it as specified in your exchange / return form in your package, you will not pay the shipping fee for the return / exchange process. If you want to send it in a different way, not as specified in your form, our company will not be responsible for shipping costs, in this case, you can send it to the address specified below with the cargo company you wish by paying the shipping fee.
Product exchange / return address: Örnek Mahallesi, İlkev Sokak, No:14/13, 06080 – Altındağ / Ankara TÜRKİYE Company Number: +90 (534) 301 18 56 Racinestraat 29, 5924BA – Venlo THE NETHERLANDS Company Number: 00 31 6 45 38 80 29
If the desired size is not available in our stocks and cannot be exchanged in your orders sent to us for exchange, a refund is automatically made by our system. The exchange can only be made on the size/number options of the same product. If you send back with a request for exchange for a different product / colour, your cancellation / refund will be made automatically by our system as the exchange cannot be made.
If you request an exchange, your exchanged product will be sent back to the address you used for the order and your information e-mail will be automatically sent to the e-mail address you used for the order. If you prefer to be sent to a different address rather than the same address, it will be sufficient to write your request as a note at the bottom of your exchange / return form.
We do not have the opportunity to reserve products. If you wish, you can send the product you have as a
return, you can create a new order for the product / size you want before or after
After we receive the product you send as an exchange, if the product / size you want is not in our stocks, your refund will be made automatically, and your information e-mail will be sent to you.
After we receive the product you send as an exchange, if the product / size you want is not in our stocks, your refund will be made automatically, and your information e-mail will be sent to you.
The exchange is made only in the same model product and in the form of size / number change. If the
requested product is available in stock, the exchange is made, if not, your fee is refunded.
If you prefer a different product, you can return it by sending it to us as specified in your exchange / return form. If you wish before or after, you can create a new order again for the product you want.
If you prefer a different product, you can return it by sending it to us as specified in your exchange / return form. If you wish before or after, you can create a new order again for the product you want.
Your invoices are automatically sent to the e-mail address you used for the order within 1-7 business days
after the purchase. The e-mail title sent / to be sent to you should be as follows; DİLARA ASTAM eArchive Invoice. (If you have not received an e-mail, we recommend that you check your spam / junk
boxes.)
Exchanges can only be made on the size/number options of the same product. No exchange is made with a different product / colour. If you wish, you can send your product as a return and create a new order for the product you want.
If you want a gift package, you can choose the gift package option at the Checkout section.
There is an exchange / return form in all our orders and there are no details containing price in our packages.
Your invoices will be automatically e-mailed to the e-mail address you used for your order.
There is an exchange / return form in all our orders and there are no details containing price in our packages.
Your invoices will be automatically e-mailed to the e-mail address you used for your order.
It may take an average of “1-15 business days” for your refund to be reflected on your statement. This
process varies depending on your bank. If there is a delay in the reflection of your refund to your credit
card / debit card, you can get detailed information from your bank.
In accordance with bank practices, transactions made in instalments are returned in instalments in the same way.
We do not have the opportunity to accelerate your refund process by ourselves. Refund processes are completely bank-related and there is no such situation as delaying your refund by us.
If your refund transaction is not reflected on your credit card / debit card within the above-mentioned period, you can contact your bank and request detailed information / make an expenditure objection.
In accordance with bank practices, transactions made in instalments are returned in instalments in the same way.
We do not have the opportunity to accelerate your refund process by ourselves. Refund processes are completely bank-related and there is no such situation as delaying your refund by us.
If your refund transaction is not reflected on your credit card / debit card within the above-mentioned period, you can contact your bank and request detailed information / make an expenditure objection.
The invoice date must not exceed 30 days.
Product labels / packaging must be intact.
It must be sent to us unused and unwashed.
There is no exchange for custom-made / wedding dress orders.
Product labels / packaging must be intact.
It must be sent to us unused and unwashed.
There is no exchange for custom-made / wedding dress orders.
All our orders are processed respectively by our system. There is no possibility to speed up your cargo
process.
Your transactions will be completed within an average of 1-5 business days and your cargo tracking number will be sent to you as “e-mail”. Transactions cannot be made on public holidays and weekends.
Your transactions will be completed within an average of 1-5 business days and your cargo tracking number will be sent to you as “e-mail”. Transactions cannot be made on public holidays and weekends.
The shipping time of custom made / wedding dress orders is 15 days.
Your cargo transactions will be completed within an average of 1-5 business days and your cargo tracking number will be sent to you by e-mail after your transactions are started. You can see all the details from the “View order details” section in the e-mail to be sent to you. (Depending on the intensity, it may vary for this process.)
Your package will be delivered to you within 1-5 working days after your order is processed by the cargo company. Transactions cannot be made on public holidays and weekends.
All our orders are processed respectively by our system. There is no possibility to speed up your cargo process.
Your cargo transactions will be completed within an average of 1-5 business days and your cargo tracking number will be sent to you by e-mail after your transactions are started. You can see all the details from the “View order details” section in the e-mail to be sent to you. (Depending on the intensity, it may vary for this process.)
Your package will be delivered to you within 1-5 working days after your order is processed by the cargo company. Transactions cannot be made on public holidays and weekends.
All our orders are processed respectively by our system. There is no possibility to speed up your cargo process.
Shipping is free of charge for all orders in Türkiye. For international orders up to 3 KG, the shipping fee
is 2.250 TL. Dilara Astam is not responsible for customs and taxes applied to your order. All charges
applied during or after shipping are the responsibility of the customer (tariffs, taxes, etc.).
You can see all the details on the payment page.
There is currently no corporate invoice option on our website. The necessary work is being carried out by
our responsible department. The corporate invoice option on our site will be activated as soon as possible.
After placing an order, you can request an invoice by replying to your confirmation e-mail sent to you and sharing your corporate billing information.
After placing an order, you can request an invoice by replying to your confirmation e-mail sent to you and sharing your corporate billing information.
At Dilara Astam, all products are subjected to high standards of quality control. Nevertheless, if you
encounter such a situation, you can request a product exchange or return. For this, it is sufficient to follow
the exchange / return procedure.
Firstly, we recommend that you check your bank account to make sure that your payment has been made.
br>If your confirmation e-mail has not been sent to you despite your payment, we recommend that you make
sure that you have typed your e-mail address correctly and check your spam / junk boxes.
If you have not received an order confirmation e-mail despite making payment, typing your e-mail address
correctly and checking your spam / junk boxes, you can request order control by contacting us via our email address “info@dilaraastam.com” through the e-mail address you used when ordering.
We have different stock locations and shipping points. If you have more than one product, your order can
be processed as 2 or more cargo and invoice. You can see all the details from the “View order details”
section on the order confirmation / cargo tracking e-mails sent to you.
After the cargo process of your other product(s) is completed, you will also receive an information e-mail.
If your product shipment could not be completed due to stock, your cancellation / refund e-mail will be sent to you. We recommend that you also check your spam / junk boxes.
After the cargo process of your other product(s) is completed, you will also receive an information e-mail.
If your product shipment could not be completed due to stock, your cancellation / refund e-mail will be sent to you. We recommend that you also check your spam / junk boxes.
If the product / size you want is out of stock and cannot be shipped, cancellation / refund is made
automatically by our system.
As stated in the distance sales contract; “In cases where it becomes impossible to fulfil the delivery of the goods or services subject to the order, the Seller notifies the Buyer in writing or by permanent data provider within 3 (three) days from the date of learning of this situation and returns all payments collected, including delivery costs, if any, to the Buyer within 14 (fourteen) days at the latest from the date of notification.”
For orders sent for exchange, if the desired size is not in stock, a refund is automatically made.
Exchanges can only be made on the size / number options of the same product. If you have sent back with a request for exchange with a different product / colour, your cancellation / refund has been made automatically because the exchange cannot be made.
Packages that are sent to you by cargo but cannot be delivered because you cannot be reached by the cargo company are automatically returned to us by the cargo company. For the packages delivered to us as a return, a return transaction is automatically made by our system.
If your order has been cancelled against your request, we apologise for the unpleasant situation you have experienced and thank you in advance for your valuable understanding.
As stated in the distance sales contract; “In cases where it becomes impossible to fulfil the delivery of the goods or services subject to the order, the Seller notifies the Buyer in writing or by permanent data provider within 3 (three) days from the date of learning of this situation and returns all payments collected, including delivery costs, if any, to the Buyer within 14 (fourteen) days at the latest from the date of notification.”
For orders sent for exchange, if the desired size is not in stock, a refund is automatically made.
Exchanges can only be made on the size / number options of the same product. If you have sent back with a request for exchange with a different product / colour, your cancellation / refund has been made automatically because the exchange cannot be made.
Packages that are sent to you by cargo but cannot be delivered because you cannot be reached by the cargo company are automatically returned to us by the cargo company. For the packages delivered to us as a return, a return transaction is automatically made by our system.
If your order has been cancelled against your request, we apologise for the unpleasant situation you have experienced and thank you in advance for your valuable understanding.
We do not have the possibility to manually add, remove or change products to your order.
If you wish, you can request cancellation for your order and create a new order again.
If you want to cancel your order, it will be sufficient to write “I want to cancel my order” by replying to your confirmation e-mail titled “Your order has been sent to us.”.
It will be sufficient to send your request via a single e-mail, if you send more than one e-mail in a short time, your e-mails may be perceived as spam by our system and are not forwarded to us. For this reason, we recommend that you send your request via a single e-mail and wait.”
If you submit your cancellation request, your cancellation will be made as soon as possible, and your information e-mail will be sent to you.”
If you wish, you can request cancellation for your order and create a new order again.
If you want to cancel your order, it will be sufficient to write “I want to cancel my order” by replying to your confirmation e-mail titled “Your order has been sent to us.”.
It will be sufficient to send your request via a single e-mail, if you send more than one e-mail in a short time, your e-mails may be perceived as spam by our system and are not forwarded to us. For this reason, we recommend that you send your request via a single e-mail and wait.”
If you submit your cancellation request, your cancellation will be made as soon as possible, and your information e-mail will be sent to you.”
We are not able to add notes at this time.
We do not have the opportunity to make corrections to your orders manually. If you wish, you can request
cancellation for your order and create a new order again.
If you want to cancel your order, it will be sufficient to write “I want to cancel my order” by replying to your confirmation e-mail titled “Your order has been sent to us.”.
If the shipping process has been started for your order, cancellation cannot be made, in this case, you can automatically start your return process by not accepting the package to be delivered to you.
It will be sufficient to send your request via a single e-mail, if you send more than one e-mail in a short time, your e-mails may be perceived as spam by our system and are not forwarded to us. For this reason, we recommend that you send your request via a single e-mail and wait.”
If you submit your cancellation request, your cancellation will be made as soon as possible, and your information e-mail will be sent to you.”
If you want to cancel your order, it will be sufficient to write “I want to cancel my order” by replying to your confirmation e-mail titled “Your order has been sent to us.”.
If the shipping process has been started for your order, cancellation cannot be made, in this case, you can automatically start your return process by not accepting the package to be delivered to you.
It will be sufficient to send your request via a single e-mail, if you send more than one e-mail in a short time, your e-mails may be perceived as spam by our system and are not forwarded to us. For this reason, we recommend that you send your request via a single e-mail and wait.”
If you submit your cancellation request, your cancellation will be made as soon as possible, and your information e-mail will be sent to you.”
You can contact us at any time via our e-mail address info@dilaraastam.com
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