FAQ

At Sweet Stories, we are pleased to offer our customers various payment options. By choosing one of the payment methods listed below, you can easily shop with us:

  • Credit Card: You can make payments with common credit cards such as Visa, MasterCard. SSL encryption technology is used to securely process your payments.

  • Bank Transfer / EFT: You can make payments via bank transfer or EFT. Payment details will be sent to you via email after your order is completed.

There is no obligation to become a member. At Sweet Stories, we offer the option of guest shopping, so you can select and order products without requiring membership. However, our customers who are members can track their orders, process future transactions more quickly, and benefit from special advantages. For more information about membership benefits, you can visit our Membership Page .

At Sweat Stories, we offer various methods to ensure you receive the fastest information about special discounts, campaigns, and new products. Below, you can find how to benefit from these methods:

  1. Email Newsletter Subscription: By filling out the email newsletter subscription form on our website, you can stay informed about special campaigns, discounts, and new product announcements through email newsletters we will send you at regular intervals. The subscription may include not only discounts and campaigns but also special offers tailored to your interests.

  2. Our Social Media Accounts: By following us on social media platforms such as Facebook, Instagram, and Twitter, you can instantly learn about our latest campaigns and discounts. Special giveaways, discounts, and promotions on social media will also be shared with you.

  3. Mobile Application: By downloading our Sweat Stories mobile application, you can receive special notifications on your mobile phone. Through our application, you will be instantly informed about special discounts and opportunities, ensuring you don't miss out on any opportunity.

  4. Our Website: By regularly visiting the "Discounts" and "Campaigns" pages on our website, you can review all current discounts and opportunities. On these pages, you can find the details of ongoing and upcoming campaigns.

  5. SMS Notifications: If you wish, you can create an SMS subscription to receive special campaign and discount notifications on your mobile phone. This way, you can quickly get information about discounts and take advantage of opportunities instantly.

Remember, discounts and campaigns may be valid for a limited time. Therefore, we recommend staying informed through one or more of these methods to not miss out on opportunities. A new opportunity is always waiting for you with Sweat Stories!

Live Support: You can reach our customer service representatives instantly during working hours through the live support service on our website and ask your questions.

Email Communication: You can send us an email for any questions, suggestions, or complaints. Our email address is: [email protected]. Our customer service team will get back to you as soon as possible.

Phone: To reach our customer service team by phone, you can call the number +90 [Phone Number]. We are available during working hours.

Social Media: You can follow us on our social media platforms (Facebook, Instagram, Twitter) or directly message our customer service representatives.

Contact Form: You can send us your message by filling out the contact form on our website. By providing your name, email address, and the subject of your question/communication, you can quickly receive a response.

Whenever you need help with anything, our customer service team will be happy to assist you.

1. Log into Your Account:
To initiate a return or exchange process, you need to log into your account on our website. If you are unable to log into your account, you can create a return or exchange request by selecting the relevant order and product via the "Order Tracking" or "Member Login" page.

2. Fill Out the Return/Exchange Request Form:
To submit your return or exchange request, fill out the relevant form completely and correctly. In the form, specify the reason for your request and provide details about your transaction to ensure a quick evaluation of your request. Click [here] to download the Return/Exchange Request Form.

3. Review and Approval Process of Your Request:
Your return or exchange request will be carefully reviewed by our customer service team. Once your request is approved, you will be notified of the approval status and process details via your email address or account.

4. Return of the Product:
After your request is approved, you need to return the product in its original packaging and securely to the specified address. Please note that shipping costs will be covered by the customer.

5. Return or Exchange Process:
Upon the receipt of the product, if your return request is approved, your payment will be refunded, or your exchange request will be processed. This process will be completed as soon as possible after the relevant checks and approvals.

Important Notes:

  • Return and exchange requests should be made within a specific period after the delivery date (e.g., within 14 days).
  • For more detailed information about our return and exchange policies, you can refer to the "Return and Exchange Policy" section on our website.

Our customer service team will be pleased to guide you at every stage and ensure the smooth completion of the process.

  • Shipping cost is covered by our company for orders of 100 $ and above.
  • For orders below 100 , the shipping cost will be covered by the customer.

Returns Process:

  • In the case of returns due to faulty or incorrect products, the shipping cost will be covered by our company.
  • For other return requests (customer change of mind, dissatisfaction, etc.), the shipping cost will be covered by the customer.

Bulk Orders and Return Situations:

  • If a customer places an order for 2 or more products at the same time and the total order amount exceeds 100 $, but later decides to return one or more products and the remaining order amount does not exceed 100 $, the return will be processed by deducting the shipping cost.
  • The shipping cost will be calculated according to the total order amount-based shipping cost policy.

In this case, the total amount to be refunded to the customer will consist of the product price minus the deducted shipping cost.

1. Reach the Login Page:
Go to the main page of our website and click on the "Login" or "My Account" section located in the top right corner to be directed to the login page.

2. Forgot My Password or Password Reset Link:
On the login page, click on the "Forgot My Password" or "Forgot Your Password?" option to be redirected to the password reset page.

3. Enter Your Email Address:
On the password reset page, you will be asked to enter your registered email address. Enter your registered email address correctly and click on the "Continue" button.

4. Password Reset Link via Email:
If the entered email address is registered in the system, you will receive an email containing the password reset link.

5. Create Your New Password:
Click on the link in the email to be redirected to the password reset page. Here, set a new password and follow the necessary steps to confirm the password change.

6. Log In with Your New Password:
Easily access your account by logging in with your new password.

Shipping Fees:

  • Shipping fee is covered by us for orders of 100 $ and above.
  • For orders below 100 $, the shipping fee will be covered by the customer.

Delivery Times:

  • The processing time of your order is generally 1-2 business days.
  • The shipping process begins after your order is confirmed.
  • The delivery time may vary depending on your delivery address and the selected shipping company.
  • Standard delivery times set by shipping companies are usually between 2-5 business days.
  • You can track the status of your order in real-time with your tracking number.

Express Delivery Options:

  • For urgent delivery requests, you can benefit from express delivery options for an additional fee. Details and extra charges are specified on our website. (Temporarily closed.)

International Delivery:

  • In international delivery options, the delivery time and shipping fee may vary depending on your country. You can access international shipping information on our website.

Delivery Notification:

  • When your order is shipped, you will be notified via email or SMS.
  • This notification will include the estimated delivery date of your order and your tracking number.

Return Conditions:

  • You can create a return request within 14 days from the date you received the product.
  • The product to be returned must be unused, undamaged, with tags and packaging fully preserved.
  • The product should not have perfume or similar scents sprayed on it, no washing should be done.
  • For your return requests, you can fill out the Return Mail Form.
  • The product must be unused in order to be eligible for return approval. Products that have lost their resaleability will be rejected.
  • Products that are rejected will have the shipping cost for return paid by the buyer.

Exchange Conditions:

  • You can make an exchange request within 14 days from the date you received the product.
  • Before making an exchange request, you can contact customer service to find out if the product you want to exchange is in stock.
  • During the exchange process, conditions in the return unit will apply.
  • The product must not have lost its resaleability for the exchange.

Shipping Costs:

  • In return/exchange processes for faulty or incorrectly sent products, the shipping cost will be covered by our company.
  • For other return/exchange requests, the shipping cost is the customer's responsibility.

Return and Exchange Process:

  • Once your return request is approved, you will be provided with shipping instructions and information about the return process.
  • When your return product reaches us, the condition of the product is checked and if approved, the return process is initiated.
  • In the case of an exchange request, the new product is shipped, and you are informed.

Return and Exchange Rejection:

  • Return/exchange requests that do not comply with the above conditions may be rejected.
  • Customers will be informed of rejected requests due to damage or signs of use during the return/exchange process.

Refund:

  • Upon approval of the return process, your payment will be refunded through the original payment method. Refunds may vary in reflecting on your account depending on your bank.
    • For credit card payments, refunds are made within 7-10 days,
    • For bank account card payments, refunds are made within 20-30 days,
    • For cash on delivery payments, refunds are made within 7-10 days.

Note: At Sweat Stories, we prioritize customer satisfaction and aim to provide a transparent and reliable shopping experience.

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