Questions and Answers

Questions and Answers

Order

1.How can I place an order?

We offer you a hassle-free ordering process.

 1- Browse our site for the latest collections and trendiest items.

 2- When you have found your favourites, choose the right size to fit you (Our Size Chart Can help) and click the Add to Shopping Cart Button.

 3- Once you have added all that you love, click on the Shopping Cart Icon in the top right corner.

 4- Click on Secure Payment to continue

 5- Fill out the details for the shipping address then press continue

 6- Pick your preferred payment method and fill out required details

 7- Click Complete your order! Great, your order has been placed!

 8- Kick back and relax while we prepare your order :)

 

2.Do I have to register to shop?

Guest Checkout shopping is available for customer who don't wish to register an account. Please note, you have to sign up to shop via our mobile app.

However, registering with us will help you be informed of latest offers & promotions, easy return, tracking and will speed up the ordering process.

3.Can I add and remove items from my order?

 

You can add and remove products freely from your Shopping Cart before completing your order by clicking the (X) sign.

After the order has been completed, you can contact our Customer Care Center and if your order status provides the necessary conditions, you can add or remove items.

4.How can I use my Shopping Cart?

Your Shopping Cart is where all the items you love are held ready for purchase. A subtotal is available, as well as a total breakdown of cost. You can also apply the desired promo coupon code there as well.

5.How long do the items stay in my Shopping Cart?

Items will remain in your Shopping Cart as long as you keep it in your shopping cart.

6.How can I see the amount of the discount I would receive?

Once you have applied a valid coupon code, the discounted amount will reflect in the total breakdown in your Shopping Cart.

 

7.How can I check if an item is in Stock?

Once you click on a product of your interest, sizes available will be clickable for you to add to your Shopping Cart. In the case the item is out of stock, a "Notify When Available" pop-up prompt will appear.

8.My order did not go through, but I have been charged for it. What do I do?

If an error occurred while you were making your order and you've been charged, please email your full details along with an invoice/receipt or relative details about the transaction to: [email protected] or call our Customer Care Center.

9.How can I track my order?

You can track your order status in 3 different ways;

-You can track your order with the tracking code provided by SMS and e-mail.

-You can also locate your tracking information in your oynoo account. After logging in, click on your username then select ‘’Orders’’ to access your order history/status details. 

-You can also click on ‘’Where Is My Order?’’ on the homepage and track your order.

10.What do I do if I receive a defective or damaged item?

We will work on fixing any defect from our end right away.

If it happened that you received a damaged or a defective item, please email us to [email protected], with your Order ID, Defected Product ID, Full Length, Close-up of defect & interior- exterior labels and tag photos.

We will get back to you as soon as possible. Our Customer Care team will follow up the return of the item to us, once received and the faulty is confirmed, we will refund you the amount of the faulty items.

11.What do I do if I receive an incorrect item?

We will work on fixing any fault from our end right away.

If it happened that you received a faulty item(s), please email us to [email protected] with your Order ID, Product ID, Close-up of interior- exterior labels and tag photos.

We will get back to you as soon as possible. Our Customer Care team will follow up the return of the item to us, once received and the faulty is confirmed, we will refund you the amount of the faulty item(s).

 

12.What do I do if I have a missing item from my order?

The safety of your orders matters to us the most.

Hence, we recommend before accepting the package from the delivery company, you should check if it has been opened, torn, crushed, or soaked. If it has, request a loss adjustment report from the freight company and kindly inform the company officials on the issue. 

If your package is not damaged but you are missing an item, contact our Customer Care Center or e-mail us at [email protected] with your order details and missing product's item code. We will update you and resolve the issue as fast as possible.

13.Can i get my order gift wrapped?

Unfortunately, we do not offer services for gift packages.

Shipping and Delivery

1.How long does a delivery take?

They delivery time differs based on the products purchased, Country of delivery and the Shipping Company.  You can find the Estimated Delivery Time at "Orders" on the website. We deliver all your orders by Express Shipping.

Important! Customs policies, forces of nature, strikes, and so on are excluded from the stated delivery time. Packages delivered internationally may be subject to customs duty. In this case, customs officials will inform you about how to receive your order. Customs duty may vary according to your order and shipping country. It is the responsibility of the customer to pay duty on any order subject to customs clearance. 

2.How long does it take sending my order to the shipping company?

All orders are dispatched within 24 hours.

If your order includes the supply product(s), the dispatching time varies based on the supplying time.  You can check the estimated time of delivery from the "Orders" section on the website.

3.What are the shipping fees?

The shipping fee varies based on the shipping country and the quantity of items ordered. You can check the shipping fee at the check-out page.

However, Stay tuned as we always have promotions that include Free Shipping!

Important! Packages delivered internationally may be subject to customs duty. In this case, customs officials will inform you about how to receive your order. Customs duty may vary according to your order and shipping country. It is the responsibility of the customer to pay duty on any order subject to customs clearance. 

 

4.How can I track my order?

You can track your order status in 3 different ways;

-You can track your order with the tracking code provided by SMS and e-mail.

-You can also locate your tracking information in your Oynoo account. After logging in, click on your username then select ‘’Orders’’ to access your order history/status details. 

-You can also click on ‘’Where Is My Order?’’ on the homepage and track your order.

5.Do you ship to my country?

We pride that we ship to more than 120 countries in the world. You may see the full list of countries we ship from below list. If your country is not included in this list, you can e-mail us at [email protected] for further information.

Here is a full list of regions and countries we Oynoo delivers:

Africa & Middle East

Algeria

Angola

Bahrain

Benin

Burkina Faso

Cameroon

Chad

China

Djibouti

Egypt

Eritrea

Gambia

Ghana

Guinea

Iran

Iraq

Ivory Coast

Jordan

Kenya

Kuwait

Lebanon

Libya

Madagascar

Malawi

Mali

Mauretania

Mauritius

Morocco

Mozambique

Niger

Nigeria

Oman

Palestine

Qatar

Rwanda

Saudi Arabia

Senegal

Sierra Leone

South Africa

Sudan

Syria

Tanzanya

Tunisia

UAE

Uganda

Yemen

Americas

Argentina

Brazil

Canada

Costa Rica

Mexico

Panama

Porto Rico

Trinidad & Tobago

USA

Asia & Pacific

Afghanistan

Australia

Azerbaijan

Bangladesh

Brunei

Congo

India

Indonesia

Japan

Kazakhstan

Kyrgyzstan

Malaysia

Maldives

Nepal

New Zealand

Pakistan

Singapore

Sri Lanka

Tajikistan

Thailand

The Philippines

Turkmenistan

Uzbekistan

Europe

Albania

Austria

Belgium

Bosnia Herzegovina

Bulgaria

Croatia

Cyprus

Czech Republic

Denmark

Finland

France

Georgia

Germany

Greece

Hungary

Iceland

Ireland

Israel

Italy***

Kosovo

Latvia

Lichtenstein

Lithuania

Luxembourg

Macedonia

Malta

Moldova

Monaco

Montenegro

Netherlands

North Ireland

Norway

Poland

Portugal

Romania

Russia

Scotland

Serbia

Slovakia

Slovenia

Spain

Sweden

Switzerland

Turkey

Ukraine

United Kingdom

6.Which shipping companies do you work with?

We work with the best courier services in the world. This shipping company varies depending on the Shipping Country. Our Main contracted Shipping companies include: 

-Aramex

-UPS

-PTS

-B2C Direct

-Chronopost

-SPSR

-Fedex

7.What should I pay attention to when I receive my order?

The safety of your orders matters to us the most.

Hence, we recommend before accepting the package from the delivery company, you should check if it has been opened, torn, crushed, or soaked. If yes, please do not accept the package and request a claim form from the courier. Once completed, kindly inform us of the situation by contacting our Customer Care Center or e-mail us at [email protected]

8.They tried to deliver my order but I wasn`t home, what should I do?

If you were not available at the shipping address upon delivery it will be delivered to the nearest branch, and you will be informed. Kindly contact the shipping company with your Airwaybill Number and Order Number and reschedule your delivery or ask them to pick up at the nearest branch. *

*You should pick up your order from the branch within 3 days (differs based on the cargo company). Otherwise, your order will be returned to our company, Oynoo.com.

9.Can I receive my order from the branch?

You can contact the freight company and ask to receive your package at a suitable branch providing your tracking code.

10.I have multiple orders on different approximate dates, will they be delivered together?

Each order is considered as a separate dispatch. Unfortunately, we can't guarantee that orders purchased on different dates will be shipped at the same time.

If you choose the Cash on Delivery payment method, your two orders may be delivered at the same time if your previous order has not been invoiced yet.

11.Can I update my delivery address?

Sure. You may contact our Customer Care Center and request to change your delivery address information after you've placed your order.

Return, Cancellation and Exchange

1.What is your Return Policy and Procedure?

If for any reason you are not satisfied with your order, you can return any unused item (excluding; underwear and swimwear*) within 30 days from the delivery date in its original package without removing the price tags.

You can return your package in two ways: “Express Return” or “International Return”. With “Express Return”, your return process is completed within 5-7 days and a fixed service fee of $9.90 is deducted from your refund amount. Therefore, you do not need to pay anything when you leave your package at the drop-off point.

With “International Returns”, the return process may take up to 2 months. No service fee will be deducted from your refund amount, but you need to send your package with a shipping company of your choice to the address below and will need to pay the necessary shipment fee to the shipping company. Oynoo starts the return process immediately after receiving your returned package.

Turkey Return Address: Denizköşkler Mh. Yanyol Cd. No: 53 Avcılar/ Istanbul

*For the swimwear category, you can only return purchases within 30 days of receiving your order.



2.How can I return my Order?

We are happy to offer you a smooth return process within the guidelines of our Return Policy.

Please contact our e-mail address [email protected] for your return if you don't have an account or you cannot access your account. 



3.Which items can I return?

We always aim to satisfy our customers needs and expectations. If for any reason you are not satisfied with your order, you can return any unused item excluding; underwear, swimwear and cosmetics/personal care* in a re-saleable condition without removing the price tags and within 30 days from delivery date.

-For cosmetics and personal care products, returns are not accepted.

-For the underwear category, returns are not accepted.

-For the swimwear category, you can only return purchases within 30 days of receiving your order.



4.Can I return the free of charge/promotional items in my order?

The return process for the gift / promotional items differ relative to the campaign. Please call our Customer Care Center or email us at [email protected] for specific details.



5.Where can I see the refund amount?

After you have created a return request and have selected the items, you will receive the refund amount. You can also find the total cost of the items on the invoice.

Please note that the cash on delivery fee will not be refunded if cash on delivery was the method of payment chosen for that specific order. If you do not return all items in your order, the shipping costs will not be refunded. 



6.What is your refund process?

Once we receive your returned item, we will notify you and start with the Refund Process immediately. However, it may take up to 14 days for your bank to process the payment and to reflect it into your account.

For COD customers, our Customer Care Center will request your bank account details by e-mail in order to transfer your refund.

For Credit Cart Customers, refund will be transferred directly back to the bank account that was used for purchasing.

For PayPal Customers, refund will be sent back to your PayPal account that was used for the purchase.

Note: Service fees such as Cash on Delivery Fees and Shipping Fees are not refunded.

 

7.How can I track my returned item?

Once we receive your returned items, you will be informed by either email or SMS immediately.

8.I cannot see the refund in my bank account. What should I do?

We make sure all refunds to all our customers are processed immediately once confirmed. If you haven't recieved your refund within 14 days, please check with your bank first, If you still haven't recieved your refund, please contact our Customer Care Center or email us at [email protected] 

 

9.How can I exchange an item?

Unfortunately, we don't offer exchanges for now. You can return any item(s) following our Return Policy, in the meantime, you can place a new order with us. 



10.Can I cancel my order?

Yes! Orders can be cancelled by calling our Customer Care Center and providing them with your order number and contact details.



11.I cancelled my order. Will I be refunded shipping fee too?

If your cancelled order has not been shipped yet, the full amount paid including shipping fee will be refunded.



12.Can I reorder the items I previously cancelled?

You can place a new order of the items of your choice at any time as long as they are in stock. If they are out of stock, you can choose the 'Notify When Available' option.

 


Shipping and Delivery

 

1.How long does a delivery take?

They delivery time differs based on the products purchased, Country of delivery and the Shipping Company.  You can find the Estimated Delivery Time at "Orders" on the website. We deliver all your orders by Express Shipping.

Important! Customs policies, forces of nature, strikes, and so on are excluded from the stated delivery time. Packages delivered internationally may be subject to customs duty. In this case, customs officials will inform you about how to receive your order. Customs duty may vary according to your order and shipping country. It is the responsibility of the customer to pay duty on any order subject to customs clearance. 

2.How long does it take sending my order to the shipping company?

All orders are dispatched within 24 hours.

If your order includes the supply product(s), the dispatching time varies based on the supplying time.  You can check the estimated time of delivery from the "Orders" section on the website.

 

 

 

 

3.What are the shipping fees?

The shipping fee varies based on the shipping country and the quantity of items ordered. You can check the shipping fee at the check-out page.

However, stay tuned as we always have promotions that include Free Shipping!

Important! Packages delivered internationally may be subject to customs duty. In this case, customs officials will inform you about how to receive your order. Customs duty may vary according to your order and shipping country. It is the responsibility of the customer to pay duty on any order subject to customs clearance. 

4.How can I track my order?

You can track your order status in 3 different ways;

-You can track your order with the tracking code provided by SMS and e-mail.

-You can also locate your tracking information in your Oynoo account. After logging in, click on your username then select ‘’Orders ’’ to access your order history/status details. 

-You can also click on ‘’Where Is My Order?’’ on the homepage and track your order.

 

5.Do you ship to my country?

We pride that we ship to more than 120 countries in the world. You may see the full list of countries we ship from below list. If your country is not included in this list, you can e-mail us at [email protected] for further information.

Here is a full list of regions and countries we Oynoo delivers:

Africa & Middle East

Algeria

Angola

Bahrain

Benin

Burkina Faso

Cameroon

Chad

China

Djibouti

Egypt

Eritrea

Gambia

Ghana

Guinea

Iran

Iraq

Ivory Coast

Jordan

Kenya

Kuwait

Lebanon

Libya

Madagascar

Malawi

Mali

Mauretania

Mauritius

Morocco

Mozambique

Niger

Nigeria

Oman

Palestine

Qatar

Rwanda

Saudi Arabia

Senegal

Sierra Leone

South Africa

Sudan

Syria

Tanzanya

Tunisia

UAE

Uganda

Yemen

Americas

Argentina

Brazil

Canada

Costa Rica

Mexico

Panama

Porto Rico

Trinidad & Tobago

USA

Asia & Pacific

Afghanistan

Australia

Azerbaijan

Bangladesh

Brunei

Congo

India

Indonesia

Japan

Kazakhstan

Kyrgyzstan

Malaysia

Maldives

Nepal

New Zealand

Pakistan

Singapore

Sri Lanka

Tajikistan

Thailand

The Philippines

Turkmenistan

Uzbekistan

Europe

Albania

Austria

Belgium

Bosnia Herzegovina

Bulgaria

Croatia

Cyprus

Czech Republic

Denmark

Finland

France

Georgia

Germany

Greece

Hungary

Iceland

Ireland

Israel

Italy***

Kosovo

Latvia

Lichtenstein

Lithuania

Luxembourg

Macedonia

Malta

Moldova

Monaco

Montenegro

Netherlands

North Ireland

Norway

Poland

Portugal

Romania

Russia

Scotland

Serbia

Slovakia

Slovenia

Spain

Sweden

Switzerland

Turkey

Ukraine

United Kingdom

 

6.Which shipping companies do you work with?

We work with the best courier services in the world. This shipping company varies depending on the Shipping Country. Our Main contracted Shipping companies include: 

-Aramex

-UPS

-PTS

-B2C Direct

-Chronopost

-SPSR

-Fedex

 

7.What should I pay attention to when I receive my order?

The safety of your orders matters to us the most.

Hence, we recommend before accepting the package from the delivery company, you should check if it has been opened, torn, crushed, or soaked. If yes, please do not accept the package and request a claim form from the courier. Once completed, kindly inform us of the situation by contacting our Customer Care Center or e-mail us at [email protected].

 

8.They tried to deliver my order but I wasn`t home, what should I do?

If you were not available at the shipping address upon delivery it will be delivered to the nearest branch, and you will be informed. Kindly contact the shipping company with your Airwaybill Number and Order Number and reschedule your delivery or ask them to pick up at the nearest branch. *

*You should pick up your order from the branch within 3 days (differs based on the cargo company). Otherwise, your order will be returned to our company, Oynoo.com.

 

9.Can I receive my order from the branch?

You can contact the freight company and ask to receive your package at a suitable branch providing your tracking code.

 

10.I have multiple orders on different approximate dates, will they be delivered together?

Each order is considered as a separate dispatch. Unfortunately, we can't guarantee that orders purchased on different dates will be shipped at the same time.

If you choose the Cash on Delivery payment method, your two orders may be delivered at the same time if your previous order has not been invoiced yet.

 

11.Can I update my delivery address?

Sure. You may contact our Customer Care Center and request to change your delivery address information after you've placed your order.