Frequently Asked Questions
MEMBERSHIP
To create a new account, click the Account icon, then click the Create Account button, enter the required information accurately and completely, and click the Create button. Your registration will be complete, and you will have taken the first step toward comfortable and secure shopping.
You can easily update your membership and contact information by clicking the Account icon, then clicking the View Address link on the page that opens, and finally clicking the Edit button on the next screen.
You need to create an account to shop, stay informed about special offers just for you, and access all the details of your order.
If you forget the password you use to log in, simply click the Forgot Password option on the Account page, enter the email address you used when signing up for Tuğba Online in the section that opens, and click the Send button. You can create a new password by clicking the "Reset Your Password" button in the "Information | Password Reset Request" email sent to your email address and entering your new password details.
If you have any problems, please contact us.
0850 302 64 64
WhatsApp
Write to Us
iletisim@tugba.com
ORDER
Shopping at tugba.com is very safe and easy.
You can add the products you wish to purchase to your cart using the "Add to Cart" button, and then complete your purchase by reviewing the product/products on the cart page and following the relevant checkout steps after clicking the "Checkout" button.
You can find the product you want by typing the product name or product code in the “Search” field located in the top right corner of the page. You can also easily find the products you are looking for by clicking on the “Filter and Sort” field located on the top left of the category pages and using your desired options.
If you wish to cancel the product you purchased, you can call our customer service line at 0850 302 64 64 on weekdays between 08:30 and 17:30, or message us via our WhatsApp line.
If your product has not yet been shipped, your order processing will be stopped and your refund process will be initiated.
For orders that have already been shipped, the return procedures will apply. Your refund process will be initiated once the product reaches us; your payment will be refunded to the method you used to pay within the legal period of at most 14 days from the receipt of your return (withdrawal) notification.
For detailed return procedures, click here.
Your orders are automatically sent to us, and your payments are also automatically processed through the system.
As payment terms cannot be modified, it is not possible to add products to your order.
If you wish, you can cancel your current order and place a new one.
Following the cancellation of your order, your payment will be refunded to the payment method you used within the legal period of no more than 14 days.
For detailed refund procedures, click here.
You can get support by calling our customer service line at 0850 302 64 64 between 08:30 and 17:30 on weekdays or by messaging us on WhatsApp .
Your orders are delivered to HepsiJET within 1–3 business days after payment confirmation. You will be notified by SMS or email when your order has been shipped.
You can view your order details by clicking the Account icon, then clicking on the relevant order number on the page that opens.
Depending on the stock status of the items in your order, some items in the order may also be shipped from our stores.
For this reason, your orders may reach you in separate packages and on different dates.
If you have multiple items, you will be notified via SMS that your items are being shipped from different locations.
To initiate your return, you must send your order back to us along with the E-Archive invoice sent with it.
You can create a return request by calling our customer service line at 0850 302 64 64 between 08:30 and 17:30 on weekdays.
You can notify us of your return (withdrawal) within 14 days from the date you received the product, and send the product to the ARAS Kargo İADE TUĞBA GİYİM ANKARA DEPO address within 10 days of your notification.
Simply provide the return code 1405938011157
(MERSAN ŞUBE) to the courier. If you send it with the free return code, you will not have to pay.
If you wish to send it with a different courier company, the shipping cost must be covered by you. After your returned product reaches us and following the inspections carried out by our authorized personnel, if no usage-related error is detected, the product price will be refunded to your account or card.
*Products that are not reported within 14 days after delivery or whose resale value has been compromised will not be accepted for return by Tuğba.
For detailed return procedures, click here.
You can specify your gift wrapping request in the “Order Note” section under “Order Summary” on the cart page.
- For international orders, returns and exchanges cannot be accepted.
- For international shipments, any potential additional costs, such as customs duties, are the responsibility of the buyer.
PAYMENT
For purchases made with your credit card, we use the latest technologies and the best service providers to ensure your security. In addition, high security standards apply to all purchases you make on our website. Thanks to the Security Certificate, you can shop on our website securely without compromising your security.
Your credit card information is absolutely not stored on Tuğba servers. Your payment transactions take place between you and your bank; we are only provided with information by the bank as to whether this transaction has been approved or not, and your payment information is kept inaccessible to and beyond the reach of third parties.
You can pay with a foreign credit card via our payment infrastructure provider, PayTR.
You will receive an SMS or email for informational purposes when your order has been shipped. You can track the status of your shipment by clicking the tracking link included in the email.
You can also view the latest status of your order and track your shipment movements from the “My Orders” section in your account after logging in to tugba.com.
To change the delivery address of your order, you need to call our customer service line at 0850 302 64 64 between 08:30 and 17:30 on weekdays.
If your order has not been processed, it will be shipped to your new address. Since we cannot change the address for orders that have already been processed, you need to contact the relevant cargo branch.
RETURN PROCEDURES
Products to be returned must be packaged and shipped with their box, packaging, standard accessories if any, and invoice, complete and undamaged. Personalized products cannot be returned.
The product(s) must be sent to us unused and undamaged by misuse; products whose resale value has been compromised cannot be returned.
You may return products that meet the above conditions. In accordance with relevant laws and hygiene regulations, underwear cannot be returned.
Returns and exchanges are not accepted for international orders.
For the detailed return policy, click here.
In accordance with the "Right of Withdrawal Without Giving a Reason" provision of the Consumer Law, you have the right to return the products you have purchased by submitting a return (withdrawal) notice within fourteen (14) days from the date you receive them. You must return the products to us in complete condition, with their invoice, original box, packaging, and all standard accessories, within 10 days of your notice.
For returns made due to any defect originating from the product, the period is 30 days.
In cases exceeding this period, the return process will not be carried out.
In order to initiate your return, the “Return” section on the E-Archive invoice sent with your order must be completed in full and returned to us.
You can create a return request by calling our customer service line at 0850 302 64 64 on weekdays between 08:30 and 17:30. You may notify us of your return (withdrawal) within 14 days from the date you received the product, and send the product to the ARAS Kargo İADE TUĞBA GİYİM ANKARA DEPO address within 10 days of your notification.
Simply provide the return code 1405938011157 (MERSAN ŞUBE) to the courier. If you send it using the free return code, you will not have to pay any shipping fees.
If you wish to send it with a different courier company, you must cover the shipping costs. Once your returned product reaches us and our staff have inspected it, if no misuse is detected, the product price will be refunded to your account or card.
*Products that are not reported within 14 days of delivery or whose resale value has been compromised will not be accepted for return by Tuğba.
Returns and exchanges are not accepted for international orders.
For detailed return procedures, click here.
Following a product return or cancellation, the refund amount will be credited back according to your original payment method.
The refund will be credited to your card account within the statutory period of at most 14 days from the date we receive your return (withdrawal) notification.
You will be notified by email once the refund has been processed.
The time it takes for the refund to appear in your card or bank account may vary depending on your bank.
If you paid in installments using a credit card, we will pay the full amount in a single payment to the bank that issued your credit card.
Your bank will then credit your card account each month in equal installment amounts.
(This will appear as a positive amount on your statement).
This process will continue for the duration of the installment period.
For detailed refund procedures, click here.
If your order was delivered to you in separate packages, it means that it was shipped in separate shipments through multiple sales points of ours.
Returned products are processed in the order of the invoices. For this reason, your returns may be completed at different times.
You will be notified via SMS or email when your return has been completed. Otherwise, you can contact customer service at 0850 302 64 64.
For online orders, you can make an exchange at any of our stores within 14 days.
Returns for online purchases cannot be made in our stores.
You can submit a return request within 14 days of receiving your order and return the item by courier within 10 days of submitting your request.
Exchanges can only be made at our corporate stores.
You will not be charged if you return your items to the Aras Kargo Return TUĞBA Clothing Ankara Warehouse address using the free return code 1405938011157 (MERSAN BRANCH) by calling our customer service line at 0850 302 64 64 between 08:30 and 17:30 on weekdays, using the personal return code provided to you.
If you wish to ship with a different courier company, you must cover the shipping costs. Once your returned item reaches us and our staff has inspected it, if no misuse is detected, the product price will be refunded to your account or card.
You can find the contact information for the store you wish to reach in the “Our Stores” section located in the footer.
All our campaigns not specified as "Online Exclusive" in the relevant campaign description are valid on our website and at all corporate Tuğba stores.