FREQUENTLY ASKED QUESTIONS

What should I do to return a product?

You should return the product to the following address within 15 days according to the following instructions.

-You should send your product back to us with all the invoices together and the product should not be used or should not be damaged, with all the accessories. Returns and exchanges without invoices will not be accepted. Please do not forget to specify our agency code to the shipment company personnel for orders.

DHL Agency Code: 310699679

-After you send the products you want to return, your tracking number of the returned product(s) may be requested if needed. You should keep your tracking number not to experience any problems.

You can write to elvan@jaquette.com.tr for any questions about returns.

Orders under $150.00 are not eligible for free shipping to return a product. If you want to return a product, the product price will be refunded but the $20 shipping cost will not be refunded.

What should I do to exchange a product (or products)?

You can send us the product(s) within 15 days of delivery. Exchange is limited to change of size.

You should send your product that you want to change back to Jaquette.com.tr with all the invoices and accessories together and the product should not be used or should not be damaged. Returns and exchanges without invoices will not be accepted. Please do not forget to specify our agency code to the shipment company personnel for orders inside Turkey.

DHL Agency Code: 310699679

Orders under $150.00 are not eligible for free shipping for exchange requests. If you want to exchange an order which has price under $150.00, shipping cost is going to be requested by buyer.

How and when will my money be refunded when an order is cancelled?

The refund is made with the same payment method of the order when an order is cancelled or returned within 7 to 10 business days after the returned products are received.

Refund of orders via credit card is made to the card that was used within 1 to 7 business days. If the payment is done in installments, the refund is also made in installments.

Refund of orders via money transfer/EFT or to be paid at the door are made after the account information that belongs to the customer is received and via money transfer/EFT within 1 to 7 business days.

Refund of orders via PayPal is made to the used PayPal account within 1 to 7 business days.

The delivered product is defective. What should I do?

If the product is sent to Jaquette.com.tr within the refund period, exchange will be made after the products are received and checked. In the case that the products are not in stock of the suppliers, your order will be cancelled and you will receive a refund.

Which products are not refundable?

For your request of refund to be accepted, the package of the products should be undamaged and unused. Cosmetic and personal care products should be in their original packaging and in an undamaged, unused, and unopened condition.

Your refund request will be invalid if the following conditions occur. If the products,

• are prepared personally for special days like New Year's, Valentine’s Day, Mother’s Day,
• are customized for your order,
• have gone through some changes, which are now different than the presented product (i.e, a ring produced in a size different than what is shown on website),
• are damaged (dropped, flopped, etc.) because of customer usage,
• are cosmetics and personal care products with opened packaging,
• are copiable (VCD, DVD..etc) or single use products; all technologic products like earphones, mobile devices, phones, tablet cases, etc.
• You should send your refund together with the invoices, the original packaging, the original box and with tags on the products with all the documents and the accessories. The product should not be damaged to be able to be accepted for a return.
• Please do not tape a shipping label or use a tape on the original packaging of the product, otherwise the products will not be eligible for a refund.
• Products that are in touch with skin directly (underwear, swimwear without protecting pads, earphones, pillow, etc.), cosmetics and personal care products are not eligible for refund.