Buyer protection

Our guarantee

Every purchase on ShopTurkiye is covered by a 30-day buyer protection guarantee. If your item never arrives, arrives damaged, or is significantly different from the listing, you can request a full refund. We hold seller funds in escrow until you confirm receipt or the dispute window closes.

What's covered

• Items that never arrive within the seller's stated dispatch window plus 30 days for international shipping.
• Items that arrive damaged, defective, or in a condition that doesn't match the listing photos and description.
• Counterfeit goods sold as genuine, or items whose declared materials, weight, size, or origin are misrepresented.
• Unauthorised charges on your account if you report them within 60 days of the transaction.

What's not covered

• Buyer's remorse — change of mind once an item has shipped, unless the seller offers their own returns policy.
• Damage caused after delivery, or items lost or held by customs in your country once they have left Turkey.
• Disputes raised more than 30 days after delivery confirmation, or after you have left a positive review and confirmed receipt.

How to raise a dispute

1. Message the seller from your order page within 30 days of delivery (or 30 days after the latest expected arrival date if the item never arrived). Most issues are resolved at this stage.
2. If you and the seller cannot agree, open a formal dispute from the same order page. ShopTurkiye support will join the conversation within 2 business days.
3. Provide photos, the original listing screenshot, and any tracking information. We'll review both sides and decide within 7 business days.
4. If we find in your favour, we issue a full refund to your original payment method. If we find for the seller, we'll explain why and your funds are released to them.