Help & Support

Cancellation & Return Policy

Important Information

Note 1: You may return products purchased from Avva.com.tr (either partially or in full) within fourteen (14) days from the order date, provided that they are unused. No transactions can be carried out in our stores for online purchases.

Note 2: If you purchase AVVA products from Trendyol.com, Hepsiburada.com, or Boyner.com, you are subject to the return/exchange and shipping conditions of the respective websites. The following instructions apply only to orders placed on avva.com.tr.

Note 3: For hygiene reasons, masks and underwear products cannot be returned. Cosmetics and personal care products can only be returned if they are unopened, unused, untested, and not expired due to hygiene regulations.

Note 4: Avva.com.tr reserves the right to cancel orders exceeding 10 items.

How to Cancel an Order

In accordance with consumer rights, you can exercise your right of withdrawal from your order before it is packaged. To do this, while your order is still in the Order Received status, you should inform us about the order or product you wish to cancel by emailing [email protected] or calling 0850 360 28 82. If your order has already been shipped, you can still exercise your right to return it within fourteen (14) days as per the consumer protection law.

How to Make a Return

› Create an Online Request from Your Membership Account For order cancellation requests, please log in and create an online request through the "My Account/Return Requests" section. This will help us process your request faster. If you are not a member, you can start your return process from the Easy Return Without Membership page.

› Prepare the Package with Your Invoice. Fill out the return & exchange section located at the bottom of your invoice, and securely package the products in their original packaging along with the invoice. If you cannot find your invoice, you can access your e-archive invoice through your email or receive 24/7 support from our customer service at 0850 360 28 82.

› Deliver Your Return Package to the Nearest Yurtiçi Kargo Branch Hand over your return package to the cargo officer at the nearest Yurtiçi Kargo branch and provide the free customer code and return shipping code. Online Warehouse Return Address: Yakuplu, Mermerciler Sanayi Sitesi 2.Bulvar No:24, 34520

What Are the Exchange Conditions?

For purchases made through Avva.com.tr, we do not offer in-store or online exchange services. Only return transactions are provided.

Inspection & Warranty Coverage

What Is the Warranty Period for the Product?

If you encounter an issue with the products in your order that you believe is not caused by consumer use, you can send the product to our address within the 1-year warranty period along with your invoice.

What Is the Review Period for the Product?

The review process for your product, once it reaches our inspection department, will be completed within a maximum of 21 business days, and you will be notified accordingly.

How Does Product Review and Rejection Work?

If a production-related issue is identified during the review, your product will be refunded. If a user-related issue is encountered, your product will be returned to the address registered in the system via Sürat Kargo.

Shipping and Delivery

How Many Days Does It Take to Dispatch the Cargo?

Orders are carefully prepared and handed over to the courier within 24 hours on weekdays . (*Orders received on official holidays and weekends will be processed on the next business day. **During promotional periods, this time may be extended due to high volume.)

Which Courier Service Do You Use?

Your parcels are delivered within 1-2 business days within Istanbul and 2-4 business days outside Istanbul with the assurance of Sürat Kargo. (These times may vary due to force majeure events and remote locations.)

What is the Shipping Fee?

Free shipping on all orders over 2,000 TL. For orders under 2,000 TL, a shipping fee of 69.99 TL will be applied at checkout

How is the Return Shipment Processed?

To return an item, create a return request from your account and deliver your package with the provided return shipping code to the nearest Sürat Kargo branch. Online Return Address: Yakuplu, Mermerciler Sanayi Sitesi 2.Bulvar No:24, 34520 İstanbul

Order Process Information

Order Received

› When making a purchase with a credit card, you will first see the order status as "Order Received."

› This stage indicates that your order request/payment has been received by us and that the process of procuring the items in your order has been initiated by our warehouse staff.

Payment Pending for Your Order

› For purchases where you choose to pay by bank transfer, you will first see the order status as "Payment Pending for Your Order."

› Once you complete the bank transfer payment and it is confirmed, your order status will change to "Order Received." This stage indicates that your order request/payment has been received by us and that the process of procuring the items in your order has been initiated by our warehouse staff.

Ready for Shipment

› At this stage, the procured items are sent to the packaging department, where they are carefully prepared by the staff. Following this, your invoice will be issued. Your order status will then be updated to "Order Packaged" in your account, and a notification email will be sent to you.

› Your invoice will be sent to your registered email address as an e-invoice. At the end of this stage, the packaged orders will be held in our warehouse until they are handed over to the courier company.

Order Shipped

› This is the final step where your products are handed over to the courier company, and the tracking number is sent to your registered email address. Please note that the courier company will also send you an SMS notification before delivering the product.

› You can easily track your shipment by clicking the Where is My Order? button in the order details on the "My Account > My Orders" page.

› If you placed an order without registering, you can check the status of your order on the Order Tracking page using your email and order number.

Siparişim Nerede?

Where is My Order?

› Approved orders are carefully packaged and delivered to Sürat Kargo,within 24 hours on weekdays . After the courier receives the package, you will receive an SMS and email containing the tracking link and the estimated delivery time. You can use the tracking link to monitor your shipment in real-time.

› Additionally, by logging into your account, you can easily check the status of your order and track your shipment anytime from the My Account > My Orders page.

› If you completed your purchase without registering, you can still track your order and check its status using the Order Tracking link available on our site.

AVVA Points

What is AVVA Points?

› AVVA Points are a special promotion available only to members of avva.com.tr.

› AVVA Points start accumulating in your account for purchases of 1500 TL or more.

› Each AVVA Point is worth 1 TL.

› For example, with a purchase of 1500 TL or more, you will earn 30 TL (30 AVVA Points) with the current 2% AVVA Points promotion.

How Do I Use My AVVA Points?

1- To use your AVVA points, log in to your account and go to the "My Account - My AVVA Points" page to convert them into a gift voucher.

2- Once the conversion is complete, you will receive a gift voucher code. You can access this discount code anytime from the "My Account - My Vouchers" section.

3- Add this code to the "Gift Vouchers" section during the checkout process to apply a discount equivalent to the value of your converted AVVA points.

*To view your accumulated AVVA points and convert them into a gift voucher, click here

Additional Information

* When converting your accumulated AVVA points into a gift voucher, you can create a gift voucher worth up to 500 TL (500 points) in a single transaction.

* The AVVA Points earned from the order you have placed can be converted into a gift voucher and used on your order once the return period of your order has expired.

* Gift voucher codes are valid for 1 month from the date of conversion.

* Gift vouchers can only be used for purchases of 2000 TL or more at avva.com.tr.

* AVVA points used for discounts will not be refunded if the purchase is returned.

* Reminder: Unused AVVA points will reset on December 31 at 23:59.

Hediye Çeki Kullanımı

Gift Voucher Information

› To use any AVVA points or gift vouchers assigned to you, simply enter your discount code in the "Gift Vouchers" section during checkout and click the "Add" button. The discount amount will be automatically applied to your cart.

› Gift vouchers are only valid at avva.com.tr, and you can use only one gift voucher per order.

› To check your assigned gift vouchers, visit the My Account / My Vouchers page.

› If you encounter any unexpected issues with the use of your gift voucher, please contact our customer service.

› Gift vouchers used for discounts are non-refundable if the purchase is returned.

› All used gift vouchers are applied to the products in the order based on the price distribution. In return processes, your refund amount will be calculated according to this distribution.

Membership Terms

Is Membership Free?

Joining avva.com.tr is free. You can sign up now to place orders, stay informed about discounts, campaigns, and promotions, and take advantage of the benefits we offer. Ücretsiz üye olmak için hemen click here

Can I Shop Without Becoming a Member?

You can also shop on our site without becoming a member. However, please ensure that you provide your email address during checkout so that you can access your e-invoice and track your order. If you choose to become a member, you'll have the added benefits of easily tracking your orders and shipments, requesting online returns/exchanges, and taking advantage of exclusive promotions. Additionally, you'll have access to all your past transactions anytime through your account.

How Can I Update My Membership Information?

You can update your information from the "My Information" section in the My Account menu.

I Forgot My Password, What Should I Do?

You can reset your password by clicking on the "Forgot Password" link in the login section. A new password will be sent to your email.

MasterPass Card Storage

What is Storing a Card with MasterPass?

Your credit card is stored on the MasterPass platform, allowing you to make fast and easy payments without having to enter your card details every time you shop.

Can I Save My MasterPass Debit Card (Bank Card) and Use It for Shopping?

Payments using debit cards (bank cards) are not permitted through MasterPass. Only credit cards can be used for transactions.

What Are the Benefits?

It offers a faster and more secure shopping experience.

Will AVVA Store My Credit Card Information?

Your information is stored using the infrastructure provided by MasterPass. None of your details are retained by us.

How Do I Store My Card?

During the payment process, after entering your card details, select the option "Save my card on the MasterCard platform and use it for my next purchase," give your card a name, and then complete your order. On your next purchase, when you reach the payment page, you can select your saved card and complete your payment securely with just the 3D Secure code confirmation.

Where Can I View My Stored Card(s)?

When you reach the payment page and click on the "Credit Card/Debit Card" field, your saved card(s) will be displayed automatically.

Can I Delete My Stored Card(s)?

You can delete your saved cards from the payment page.

Is MasterPass a Paid Service?

It is a free service for MasterPass card users.

Is Using MasterPass Secure?

MasterPass is a global digital payment solution offered by MasterCard. With MasterPass, you can shop securely using MasterCard's application.

How Can I Get More Information About MasterPass?

For detailed information about MasterPass, click here

Secure Shopping

Information

Every purchase you make on our website is 100% secure. Our system is protected by Rapid SSL, a world-renowned security organization, with 256-bit SSL (Secure Socket Layer) security. This ensures that your credit card number cannot be viewed or accessed by anyone other than yourself. As soon as you enter your credit card number, the information is encrypted and sent to the bank. Neither our company nor any third parties can view or access your information. Your card details are only between you and the bank. For more detailed information, click here