FREQUENTLY ASKED QUESTIONS

IS MEMBERSHIP NECESSARY FOR ORDER?

You must have a membership in order to place an order at Marble & Co. You can start your membership by clicking the My Account icon.

IS MEMBERSHIP FREE?

Marble & Co membership is completely free.

CAN I ADD A NEW ITEM TO MY CART AFTER PLACING MY ORDER?

After completing your order, new products cannot be added. You can cancel your orders in 24 hours and give a new order.

WHAT IS THE SHIPPING TIME FOR MY ORDER?

Delivery time after cargo is 1-5 working days in Turkey and 4-15 working days for international orders. When your orders are shipped, information will be sent to your e-mail address and/or mobile phone. Please check the accuracy of the contact information you entered in the customer information section. In case of delay or change of delivery day; Up-to-date shipping information will be sent to your e-mail address and mobile phone.

HOW CAN I KNOW THE DELIVERY DATE OF MY ORDER?

Estimated delivery time is 5 days for domestic orders and 15 days for international orders. When your order is shipped, your registered contact information will be informed.

CAN YOU SEND MY ORDER BEFORE THE DELIVERY DATE?

According to the stock status of the product/products, we ship your order directly from our warehouse without waiting. For the products that are out of stock, we share the "Delivery Date" with your contact address, taking into account the production process. For this reason, the products cannot be sent earlier than the delivery dates notified to you during your order.

WILL I PAY A SHIPPING FEE FOR MY ORDER?

Shipping fee belongs to the buyer.

HOW CAN I FOLLOW THE SHIPPING STATUS AND TRACK MY ORDER?

You can send an e-mail to [email protected] to track your shipping status.

WHAT SHOULD I PAY ATTENTION FOR SHIPPING?

You can receive your order with your identity card. If there is a different person at your address, s/he will be able to receive it with her/ his personal identity card. In case you are not found at your address; you can receive your package from the cargo branch within 3 days. The product/products not received on time will be returned to our warehouse. If you want to re-ship the returned cargo, you can send an e-mail to [email protected]

When receiving your package, pay attention to the following;

• In case of damage on the outside of the box (such as torn, wet) you must attach a “Damage determination report”, if there is damage inside the box and an error in the amount of packages, you must attach a “Due Diligence Report”. You can request the necessary reports from the cargo officer.

• If you notice the situation after the officer leaves you, you can go to the relevant branch and report the situation and request a report to be taken.

• You can request a product return or exchange by sending an e-mail to [email protected] with your Status/Damage report.

Cargo working hours and days;

• Weekdays 09:00 – 18:00, Saturday 09:00-13:00

• Cargo companies do not deliver on Sundays and public holidays.

CAN I CHANGE THE PRODUCT?

The products cannot be changed. However, you can return the products you bought and place a new order.

WHAT ARE THE PRODUCT RETURN TERMS?

"Right of Withdrawal without Reason" is 15 days from the date of receipt of the product. For return transactions, the product must reach our warehouse within 15 days. Taking into account the delivery time to the warehouse, you must send your order to the shipping company with its original packaging within 7 workdays starting from the date of receipt.

The product you want to return should be unused; The barcode must not be broken and have not lost its resaleable feature. Products must be returned as received. If necessary conditions are not provided; The product/s will be shipped back to you.

Shipping fee for returns belongs to the customer. Returns are not accepted for international orders, except damaged products.

HOW CAN I RETURN MY ORDER?

For return requests, please send an e-mail to [email protected]

DO YOU HAVE A GIFT PACKAGE SERVICE?

Since all the orders are sent with gift packages you do not need to make a gift package request. If you wish to attach special note for your order please send an e-mail to [email protected]

WHAT ARE YOUR PAYMENT OPTIONS?

You can shop with Visa, MasterCard credit cards, debit cards and e-card linked to your bank.

IS THERE AN OPTION TO PAY AT THE DOOR?

There is no payment option at the door.

WHEN AND HOW WILL MY INVOICE BE SENT?

Your invoice will be sent with your order.

CAN I CHANGE THE INVOICE INFORMATION?

If your order is in the "Preparing" status, you can send your invoice information change request by e-mailing to [email protected] It is not possible to change the invoice information of the products once the order delivered to the cargo.

CAN I REQUEST MY INVOICE ON BEHALF OF THE COMPANY?

Yes. To change your billing address, you can create a new billing address by entering your company's information by clicking the "Add New Address" button in the "Invoice Address" section at the order stage.

CAN MY BILLING ADDRESS BE DIFFERENT WITH MY DELIVERY ADDRESS?

Yes. You can write the address you want your product to be sent to in the "Delivery Address" section at the order stage.

 

For further questions, you can e-mail to [email protected]

 

 

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