Returns and Exchanges Procedure
You may create a return or exchange request within 14 days from the date you receive your order, provided that the products are unused, unworn except for fitting, unwashed, undamaged, with all tags attached, and in their original packaging. Products with removed tags, damaged packaging, stains, deformation, perfume, sweat, detergent, smoke, make-up marks, or any condition that makes them unsuitable for resale cannot be accepted for return or exchange.
Evening Wear Notice: Products in our Evening Wear collection are delicate, special-preparation items. For this reason, they are generally not eligible for refund. If the product is unused, undamaged, with tags attached and suitable for resale, a size or model exchange may be reviewed depending on stock and operational availability.
Important: Campaign, Outlet and Special Price Items
- Outlet / Fair Sale / Special Price Products: These products may include visible or non-visible production-related defects or may be offered under special sale conditions. Unless otherwise stated, returns and exchanges are not available for Outlet, Fair Sale, final sale, sample, display, defective or special price products.
- Conditional Campaigns: For campaigns such as "Buy 1 Get 1 Free", "Buy 2 Pay 1", set offers, bundle discounts or similar promotions, all products that enabled the campaign benefit may need to be returned together. If a partial return causes the campaign condition to be lost, the discount, free item, coupon benefit, shipping benefit or other advantage may be deducted from the refund amount.
- Legal Rights: Your statutory rights remain reserved for defective, incorrect or missing products.
How to Create a Return or Exchange Request
- Registered customers: You can create your request from My Account > My Return Requests.
- Guest customers: You can create your request from the Easy Return page using your order number and contact information.
- After creating the request, please note the return code shown on the screen and include it with your package or provide it to the relevant carrier.
International Orders
For international orders, direct exchanges may not always be available due to customs procedures, country regulations, long-distance logistics and carrier restrictions. International customers may create a return request within 14 days from the delivery date.
For international returns, the return shipping fee, customs duties, taxes, clearance charges and similar costs are the customer's responsibility. The product must be shipped securely and with a trackable service.
International Return Address:
Bonitura Shop
Hanauerlandstr 1-5
60314 Frankfurt am Main
Germany
Please contact customer service before shipping your return to confirm the current return address and process.
Turkey Domestic Return Shipping
For delivery addresses within Turkey, returns and exchanges can be sent with our contracted carrier DHL eCommerce (MNG Cargo) by creating a return code. You may not need to pay a separate fee at the branch when shipping with a valid return code and the contracted carrier.
For approved returns within Turkey, a 200 TL shipping transportation fee is deducted from the refund amount. Packages sent with non-contracted carriers or as collect-on-delivery shipments may not be accepted. If you send the package with a non-contracted carrier, the shipping cost and transportation risk belong to the customer.
Product Inspection and Approval
After the product reaches our warehouse, it is inspected for usage condition, tags, packaging, stains, odor, accessories, category exceptions, campaign conditions and resale suitability. Requests that meet the return or exchange conditions are approved and processed according to the selected transaction.
If the product does not meet the conditions, the return or exchange request may be rejected. Shipping costs and the process for sending a rejected product back to the customer may be communicated separately.
Refund Process
- Credit / Debit Card: After the return is approved, the refund is transferred to the original card or bank. Depending on bank processing times, the amount is usually reflected within 3-7 business days.
- Cash on Delivery: Cash on Delivery is available only for eligible domestic orders within Turkey. Refunds may be issued to a bank account with IBAN information matching the order holder or may be defined as shopping balance where applicable. IBAN refunds usually take 7-14 business days.
- Shopping Balance / Exchange: For exchange requests, the product amount may be defined as shopping balance in your Deniz Butik account and used for a new order on denizbutik.com or the Deniz Butik mobile application.
About Shipping and Service Fee Deductions: When calculating the refund amount, coupons, campaign discounts, gift vouchers, shopping balance, shipping transportation fees, Cash on Delivery service fees and campaign conditions may be taken into account. If the full order is returned, the shipping transportation cost incurred for delivering the order may not be refunded.
Missing, Incorrect or Damaged Products
If the outer package is torn, crushed, opened, wet or visibly damaged at delivery, please inspect the package with the carrier before accepting it and request a damage report whenever possible.
If you receive an incorrect, missing or defective product, please contact customer service as soon as possible with your order number and product/package photos. After review, Deniz Butik may provide an exchange, missing item shipment, refund or another solution in line with your statutory rights.
