Vakkorama

FREQUENTLY ASKED QUESTIONS

Clear

Popular Questions

How can I cancel or return my order?

Cancellations

An order can be canceled before it is shipped. You can cancel your order through the ‘My Orders’ page or reach us through our Customer Relations line at 0850 215 1654 to request the cancellation of your order. If your order has already been delivered to you and you wish to cancel it, you must follow the process for returns.

Returns

You may return products purchased from Vakkorama Online Shop within 30 days (1 month) of the date of purchase by shipping them to us using one of our contracted shipping companies. The invoice must be included in the shipment. You may return your items at Vakkorama stores or Vakkorama Online Shop, in which case your refund will be issued within 10 business days. Returns cannot be made unless the delivery slip or printed invoice belonging to your purchase is presented. Products must be unused and have all accessories intact. Returns will not be accepted for cosmetics (perfume), food (chocolate, tea, coffee), evening dresses, underwear, and books/magazines. Items in the Swimsuits & Bikinis category can be returned within 14 days given that the hygiene tag is intact.

For purchases made by debit card, it may take longer for the amount to be refunded to your account depending on your bank’s policies.

Return Shipment

Items must be shipped to the return address indicated below. Our contracted cargo companies and free shipment codes are also listed below.

Free Shipment Codes

Yurtici Kargo Customer Return Code: 466946081

MNG Kargo Customer Return Code: 44971313

For returns shipped through other cargo companies, the shipment fees will be incurred by the customer.

Return Address

Vakkorama Online Shop, Koza Mah. 1673 Sok. No:125, 34517 Esenyurt, Istanbul 

Exchanges

Items purchased from Vakkorama Online Shop can be exchanged in Vakkorama stores. Items purchased from our Website cannot be exchanged from Vakkorama Online Shop. Exchanges cannot be made unless the delivery slip, printed invoice, or exchange card belonging to your purchase is presented. Products must be unused and have all accessories intact. Exchanges will not be accepted for cosmetics (perfume), food (chocolate, tea, coffee), evening dresses, underwear, and books/magazines, and jewelry. Items in the Swimsuits & Bikinis category can be returned within 14 days given that the hygiene tag is intact.

Note:

Items purchased in store cannot be exchanged from or returned to Vakkorama Online Shop. Products purchased from the Outlet section of Vakkorama Online Shop can be exchanged or returned only at Vakkorama Outlet stores. An outlet exchange card is included in gift packages of outlet products. Seasonal items purchased from Vakko Online Shop can only be exchanged or returned in our seasonal Outlet stores.
What is the delivery process?

Delivery times and conditions may vary if emergency situations, such as a strike, lockout, natural disaster, uprising, public movement, nuclear risk and danger, war, invasion, revolution, civil war, sabotage, or fire, arise or setbacks caused by the recipient (e.g. recipient is not present at address, an authorized recipient is not present, the recipient moved out of the address, etc.) occur.

You can retrieve the cargo tracking number to track the status of your order by visiting My Account > My Orders on our Website and clicking on the relevant order.

You must present a photo ID and provide your signature to receive your order.

Upon delivery of your order, you must open the package and check to ensure all products were delivered and are undamaged. In case of any problems, you can return the item to the cargo officer and request for a ticket to be issued. Our Customer Relations line will assist you.

If you are not present at your shipping address, your order will be delivered to the name indicated in the shipping address after a photo ID is presented and a signature is obtained.

In case no one is present at the address at the time of delivery, the cargo officer will leave you a notice and a second delivery attempt will be made to the same address starting the following business day. You can contact the Customer Relations department of the cargo company within two days to inform them about the time window that you will be available to receive your order.

What are the benefits of Vakkorama Card?

Vakkorama Card holders:

  • Receive instant and increasing discounts
  • Are informed earlier of new releases or discounts
  • Can benefit from seasonal campaigns unique to Vakkorama Card
  • Are given priority for end-of-season discounts
How are Vakkorama Card discount rates calculated?

As your purchase amount increases during the year, so does your discount rate.

You can use your Vakkorama Card at Vakkorama, Vakko, and V2K designers to earn:

5% discount for purchases between 50,000 – 100,000 TRY,

10% discount for purchases between 100,000 – 200,000 TRY,

15% discount for purchases between 200,000 – 400,000 TRY,

20% discount for purchases between 400,000 – 1,000,000 TRY,

25% discount for purchases of 1,000,000 TRY and above.

Can I apply for a Vakkorama Card through Vakkorama Online Shop?

Once you become a member on Vakkorama Online Shop, your Vakkorama Card is automatically assigned to your account. As your purchase amount increases during the year, so will your discount rate.

Can I use my Vakkorama Card during sales periods?

Vakkorama Card discounts do not apply to discounted products or sales periods. The benefits offered by Vakkorama Card cannot be used in conjunction with other discounts and campaigns, unless specified otherwise.

Can someone else use my Vakkorama Card?

Your Vakkorama Card is special to you, so it cannot be used by or transferred to anyone else.

Can I have my order gift-wrapped or add a personal message?

You can request items purchased from Vakkorama Online Shop to be gift-wrapped and add a personal message. During checkout, you can select the gift-wrapping option and enter your message in the indicated text box.

What forms of payment do you accept?

You can make your payments with credit or debit card or using BKM Express. There is no payment option at the door. Payment via wire transfer or EFT is not possible. Payments can be made with international cards that are 3D-secure.

Do you offer installments for credit card payments?

Installment plans are available for purchases made through Vakkorama Online Shop with the following credit cards: World, Bonus, Maximum, CardFinans, Axess, Paraf, Advantage, American Express, and Miles&Smiles. Due to legal restrictions, installments cannot be applied for Food and Cosmetics purchases. These purchases can only be made with single payment. If you select the single payment option when placing your order, no extra installments can be made afterwards.

Can an item in my order be out of stock?

Products sold through Vakkorama Online Shop are limited to our in-store stocks. The availability of your product is checked after we receive your order. If your product is out of stock, our Customer Service department will contact you and your refund will be issued.

How can I use my discount coupons?

You can enter the code of your discount coupon in the ‘Promotional Code’ field located next to the list of products in your shopping bag. You can use only one discount coupon per order. The discount coupon cannot be used together with other campaigns or discounts. The discount amount/rate defined to your coupon will apply only to the non-discounted products in your shopping bag.

How can I find a store near me?

To locate your nearest Vakkorama store, please see our Vakkorama Stores page.

What is your inspection policy?

Items sent back for inspection to the store of purchase within 15 months of the invoice date are sent to our product inspection department and examined by our production and quality control teams.

You can send your items for inspection to stores along with your invoice. Inspection will not be performed on items sent without an invoice.

During inspection, if an item is found to have a production-based defect, the item is accepted for return. Items damaged as a result of use or poor cleaning practices will not be accepted for return.

Items purchased in store cannot be sent to Vakkorama Online Shop for inspection. If you send an item purchased in store to Vakkorama Online Shop, the item will be sent back to you without undergoing inspection.

Will I pay for delivery charges when returning a product?

Shipping costs for products you wish to return are covered by Vakkorama. To be exempt from shipment fees, you must send your products to our return address through our contracted cargo company, Yurtici Kargo. For returns shipped through other cargo companies, the shipment fees will be incurred by the customer.

How can I exchange or return a product?

Exchanges

Items purchased from Vakkorama Online Shop can be exchanged in Vakkorama stores. Items purchased from our Website cannot be exchanged from Vakkorama Online Shop.

Exchanges will not be accepted for cosmetics (perfume), food, evening dresses, underwear, and accessories. Items in the Swimsuits & Bikinis category can be returned within 14 days given that the hygiene tag is intact.

Returns

You may return products purchased from Vakkorama Online Shop within 30 days (1 month) of the date of purchase by shipping them to us using one of our contracted shipping companies. The invoice must be included in the shipment. You may return your items at Vakkorama stores or Vakkorama Online Shop, in which case your refund will be issued within 10 business days.

Returns cannot be made unless the delivery slip or printed invoice belonging to your purchase is presented. Products must be unused and have all accessories intact. Returns will not be accepted for cosmetics (perfume), food, evening dresses, underwear, and accessories. Items in the Swimsuits & Bikinis category can be returned within 14 days given that the hygiene tag is intact.

For purchases made by debit card, it may take longer for the amount to be refunded to your account depending on your bank’s policies.

Return Shipment

Free Shipment Codes

Yurtici Kargo Customer Return Code: 466946081

Return Address

Vakkorama Online Shop, Koza Mah. 1673 Sok. No:125, 34517 Esenyurt, Istanbul 

For returns shipped through other cargo companies, the shipment fees will be incurred by the customer.

Note:

Items purchased in store cannot be exchanged from or returned to Vakkorama Online Shop.

Products purchased from the Outlet section of Vakkorama Online Shop can be exchanged or returned only at Vakkorama Outlet stores. An outlet exchange card is included in gift packages of outlet products. Seasonal items purchased from Vakko Online Shop can only be exchanged or returned in our seasonal Outlet stores.

Can I cancel my order?

An order can be canceled before it is shipped. You can cancel your order through the ‘My Orders’ page or reach us through our Customer Relations line at 0850 215 1654 to request the cancellation of your order.

What is an exchange card?

An exchange card is a voucher that holds an amount equivalent to the value of a product you want to return or exchange. An exchange card is given to you if the return or exchange for your product cannot be made during your visit to our store (e.g. if you do not find an item you would like to exchange your purchased product for or if the correct size of your clothing item is out of stock).

Exchange cards are valid for 1 year. You can learn the current balance on your card by visiting our stores.

Exchange cards can only be used in store. They are not valid for Vakkorama Online Shop.

Where do I ship my products for return?

Your products are delivered to you with a return form. You must fill out this form indicating your reason for return across the barcode number of the product to be returned. The completed return form must be included in the return package shipped to our return address.

Items must be shipped to the return address indicated below. Our contracted cargo companies and free shipment codes are also listed below.

Free Shipment Codes

Yurtici Kargo Customer Return Code: 466946081

MNG Kargo Customer Return Code: 44971313

UPS Kargo Customer Return Code: V20R51

For returns shipped through other cargo companies, the shipment fees will be incurred by the customer.

Return Address

Vakkorama Online Shop, Koza Mah. 1673 Sok. No:125, 34517 Esenyurt, Istanbul 

When will my refund be issued?

Returned items will be checked for compliance with return conditions. If the products are approved, your refund will be issued to your credit card within 10 business days of our receipt of the products.

You will receive an email confirmation when your return has been approved and your refund issued. The time it takes for the refunded amount to reach your account depends on your bank. Contact your bank for more information.

How do I receive my order?

You must present a photo ID and provide your signature to receive your order. Upon delivery of your order, you must open the package and check to ensure all products were delivered and are undamaged. In case of any problems, you can return the item to the cargo officer and request for a ticket to be issued.

If you are not present at your shipping address, your order will be delivered to the name indicated in the shipping address after a photo ID is presented and a signature is obtained.

I wasn't at my address when my order arrived. How can I receive my order?

Orders are shipped by Yurtici Kargo. In case no one is present at the address at the time of delivery, Yurtici Kargo will not visit your address for a second time after the first delivery attempt. Instead, you may retrieve your package from the relevant branch office within 3 business days. If the order is not retrieved, it will be returned to Vakkorama.

Can I change the shipping address of my order?

The address in your order cannot be changed. You may contact our Customer Relations department before your order is shipped to request the cancellation of your order.

Do you deliver on public holidays?

Cargo companies do not work on public holidays so deliveries cannot be made.

Do you deliver internationally?

We currently only deliver within Turkey. We do not ship internationally (including TRNC).

What are the shipping costs?

The standard shipping fee for purchases of less than 750 TRY made through Vakkorama Online Shop is 39.90 TRY. Shipping is free for purchases of 750 TRY or more.

Which cargo company will deliver my order?

Standard delivery orders are delivered to your shipping address by our contracted cargo company, Yurtici Kargo.