FAQs
❓ Frequently Asked Questions
The answer to everything you're wondering is here!
🛒 Order and Payment
How can I order?
Add the product you like to your cart, fill out your information at checkout, and complete your order. You can shop without registering.
What payment methods do you accept?
We offer credit card, debit card, wire transfer/EFT, and cash on delivery options. Installment options are available for all cards.
Can I cancel my order?
You can cancel orders that have not yet shipped. Contact our customer service.
Is an invoice issued?
Yes, all orders are e-invoiced. You can request a corporate invoice.
🚚 Shipping and Delivery
How much is the shipping fee?
Shipping is free for orders over 500 TL. Shipping is charged at 29 TL for orders under 500 TL. Express shipping is 49 TL.
How long will it take to receive my order?
Delivery time is 1-2 business days for Istanbul, 2-3 business days for major cities, and 3-5 business days for other provinces.
Where is my parcel, how can I track it?
When your order is shipped, you will receive a tracking number via SMS and email. You can track it on the shipping company's website.
I am not at my address, what should I do?
The courier company will attempt delivery three times. If it cannot reach you, they will notify you and you can arrange an alternative delivery time.
🔄 Returns and Exchanges
How long is my return period?
You can return the product within 14 days from the date you received it.
What are the return conditions?
The product must be in its original packaging, unused, and undamaged. Hygiene products and underwear cannot be returned.
Who pays for return shipping?
If the product is defective, we will cover the shipping costs. In case of customer dissatisfaction, the shipping costs are the responsibility of the customer.
When will my refund be transferred to my account?
Once your returned product reaches our warehouse, it will be refunded to your payment method within 3-5 business days.
👤 Membership and Account
Do I have to be a member?
No, you can shop without being a member. However, we recommend that you become a member to take advantage of the membership benefits.
What are the membership benefits?
Special discounts, early access campaigns, order tracking, fast payment and address saving opportunities.
I forgot my password, what should I do?
Click the "Forgot My Password" link on the login page, enter your email address, and a link to create a new password will be sent to you.
Can I delete my account?
Yes, you can delete your account by contacting our customer service.
🛡️ Security and Privacy
Is my personal information safe?
Yes, all your personal information is encrypted with an SSL certificate and stored on secure servers. We comply with KVKK.
Is my credit card information stored?
No, your credit card information is not stored in our system. Payments are made through secure payment providers.
Do you share my information with third parties?
No, we do not share your personal information with third parties. Only the information necessary for order delivery is shared with shipping companies.
📞 Customer Service
How can I reach you?
Phone: +90 (212) 123 45 67, Email: info@viaistanbul.com, WhatsApp: +90 (555) 123 45 67
What are your working hours?
Monday-Friday: 09:00-18:00, Saturday: 10:00-16:00. WhatsApp support is active 24/7.
How can I submit my complaint?
You can contact our customer service or submit your complaint via sikayetvar.com.
💡 Your question isn't here?
If you have any other questions, do not hesitate to contact us!
Via Istanbul - Customer satisfaction is our priority
Last updated: July 31, 2025