Frequently Asked Questions
MY ACCOUNT
I forgot/can’t remember my password, what should i do?
Password Reset via E-Mail:
Go to the Login page and click the Forgot My Password button on the page that opens. In the box that opens, type your e-mail address that you entered when registering to the site and click the Reset Password button. The password reset link will be sent to your e-mail address. If your inbox is empty and/or the email does not appear, the email may have been deleted or sent to your spam folder. Create a New Password with the link sent to your e-mail address and click the Confirm button. You can log in with your new password from the home page.
Password Reset via SMS:
Go to the Login page and click the Forgot My Password button on the page that opens. Click the Reset via SMS button in the window that opens. Write your mobile phone number that you entered when registering to the site in the box and press the Reset Password button. The password reset link will be sent to your phone number via SMS. Click on the link sent via SMS and click on the Create New Password, Confirm button. You can log in with your new password from the home page.
How can i change my password?
After logging in to your membership, you can create a new password using the My Password Info section from the "My User Information" tab in the "My Account" section.
How can i update my user information?
After logging in to your membership, you can make changes in the ''My User Information'' section by clicking on the ''My Account'' button.
How can i cancel my membership on the website?
You can cancel your membership from the “Canceling Membership” page in the “My Account” menu.
Can anyone else access my personal information that i provide to sign up?
Your membership and personal information are not shared with other members and third parties, except for the situations specified in the User Agreement and without your consent. You can examine your rights in detail in the Membership Agreement and Privacy Policy.
How can i reach out Customer Service?
You can reach us 24/7 via our e-mail address [email protected] or our Customer Happiness Support Services at +90 850 885 5008.
RETURN, REFUND, CHANGE
Can i cancel my order?
You should check the status of your order on the "My Orders" page in the "My Account" menu. You can submit your cancellation request by clicking the "Cancel Request" button next to your order. If your order is in "Shipped" status, cancellation cannot be made. If your order has already been dispatched, you can return it to us without receiving the cargo.
How can i do the return process?
Return steps are as follows.
1. Go to "My Orders" from the "My Account" section.
2. Click on the "Order details" button and view the details of your order.
3. Press the return button.
4. Select the product to be returned and the reason for the return. If you have purchased the same product more than once, you must also select the number of items to be returned.
5. Make your choice of shipping.
6. Take note of the return shipping code on the screen. You can also access your return shipping code from the My Orders page and the notification message sent to your membership email address.
7. Put the invoice with the items to be returned in one package.
8. Deliver the package with the return shipping code to the cargo you choose within 7 days. After 7 days, you need to get a return shipping code again. After the return request is approved, the product price will be refunded through your credit or debit card.
Can I return my different deliveries at once?
For each delivery a separate package must be prepared. Follow the steps below for each package.
1. From the "My Account" section, go to "My Orders".
2. Click on the "Order details" button and view the details of your order.
3. Press the return button.
4. Select the product to be returned and the reason for the return. If you have purchased more than one of the same products, you must also select the number of items to be returned.
5. Make your choice of shipping.
6. Take note of the return shipping code on the screen. You can also access your return shipping code from the My Orders page and the notification message sent to your membership email address.
7. Put the invoice with the items to be returned in one package.
8. Deliver the package with the return shipping code to the cargo you choose within 3 days. In case you spend 3 days, you need to get a return shipping code again. After the return request is approved, the product price will be refunded through your credit or debit card.
Will I pay the shipping costs for the return?
You can send your returns free of charge with the courier company. Don't forget to specify the return shipping code when delivering your cargo. To get a return shipping code, click "How can i do the return process?" Follow the steps in the question. NOTE: If the orders created with the cargo free campaign are canceled / refunded and the remaining amount does not meet the campaign requirement, the shipping fee is deducted from the product price to be returned.
What products i can’t return?
You can return the product you purchased from Endemigo free of charge within 14 days from the day you receive it from the cargo. Returns of disposable products and products that deteriorate rapidly or are likely to expire are not accepted. Products used, worn, washed, etc. If somehow it reaches us we may have to send it back to you. In this case, no refund will be made. In order for the products to be returned within the right of withdrawal, the purchased product must not be damaged in its original box and the packaging inside, the invoice and all complementary accessories must be sent together with the promotional, promotional products, if any, undamaged and complete. Products and services for which the right of withdrawal is not valid are as follows:
• Goods or services whose prices vary depending on fluctuations in financial markets and are not under the control of the seller or the provider (chipgold, jewelry gold and other gold products)
• Products prepared in line with the wishes or personal needs of the consumer
• Perishable or Products that may expire
• Products that are mixed with other products after delivery and cannot be separated by their nature (saplings, etc.)
• Periodicals such as newspapers and magazines, except those provided under the subscription agreement
• Services performed immediately in electronic environment or intangible goods delivered immediately to the consumer (telephone top-up orders, digital codes, etc.)
• Services that started with the consent of the consumer before the right of withdrawal expires (assembly, etc.)
• Accommodation, furniture transportation, car rental, food and beverage supply, which should be done on a specific date or period. and fun or listen Services for the purpose of deterioration The use of the right of withdrawal for the following products is subject to the condition that the packaging of the product is not opened, damaged and the product is not used. Otherwise, no refund is possible.
• After the delivery of the goods, if the protective elements such as packaging, tape, seal, package are opened, books, digital content and computer consumables (computer consumables toner, cartridge, tape, etc., all kinds of software and programs, DVD, VCD etc. , CDs and cassettes)
• Products that are not suitable for health and hygiene (underwear, swimwear, cosmetics, headphones, etc.)
• Products that require installation must be opened by the authorized service. and it must be installed. Products opened outside the authorized service may be out of warranty. If a problem is detected in the product during service installation, exchange / return transactions can be made with a report.
How long does it take to get a refund?
The returned product process is as follows:
- Once we received the products, the compliance with the return conditions is checked.
- If the product meets the return conditions, the return process is completed within 2-10 days.
- If the product does not meet the return conditions, it is sent back to your address.
- When your return is completed, an information message will be sent to your membership e-mail.
If you have received this message, it means that your bank has been refunded by Endemigo.
IMPORTANT NOTE: The amount of time returned to your card depends on your bank. If you paid by credit card, it will usually reflect in a few days. In debit cards, the period of reflection of the refund to your account is longer. Endemigo pays the fee for purchases made in installments to the bank at once. The bank will refund this amount to your credit card per month as the number of installments. For example: If you bought it in 2 installments, your card will be refunded in 2 months.
If my 15 day return period has expired can I return the product?
According to the Distant Sales Contract of Endemigo, the return period for a product purchased by the consumer is 15 days. The 15-day period starts on the day you receive the product from cargo. Refunds cannot be processed for requests exceeding 15 days.
How can I make a refund if i lost my invoice?
Reach our customer satisfaction support team, your invoice request will be sent to your membership e-mail address. Do not forget that your invoice is issued with the delivery of your order to the cargo and a copy is sent to your e-mail address. You can also check your mailbox.
If I cancel or refund an order in which I benefit from the campaign, will the campaign be cancelled?
If the campaign conditions are still met in the cancellation or refund process, the campaign will not be canceled. If the products remaining in the order after the cancellation or return are not sufficient to meet the terms of the campaign, the campaign will be canceled. Refunds are made by deducting the discount of the campaign.
NOTE: If the orders created with the cargo free campaign are canceled / refunded and the remaining amount does not meet the campaign requirement, the shipping fee will be deducted from the product price to be returned.
CARGO AND DELIVERY PROCESS
How can i track my delivery?
When your order is delivered to cargo firm, you will receive an information e-mail titled "Your order has been shipped" and an information SMS from the cargo company. You can access the tracking number and find out the location of your order by clicking the Cargo Tracking button next to the product from the My Orders page in the My Account menu. With the Cargo Tracking number, you can track your order from the website of the cargo company.
Can I change my delivery address information?
If your order is in the "Order Received" or "Procurement Stage" status, please send us your request or click on the address field above the order you want to change and edit the information. If your order is in the status of "Shipped", only cargo companies can make the address change.
What should I pay attention to during delivery?
Check your order next to the courier. If there is damage to the cargo package or product; After signing the cargo delivery receipt, attach a "Due Diligence Report" to the cargo attendant. Deliver the product / box with this record and invoice to the cargo officer and send it back. If you have a problem while following the steps above, you can contact us on our help page and get support.
If the product is damaged in cargo, who is responsible?
All products offered for sale in Endemigo are checked for damage while being packaged to be delivered to cargo. However, in the case of sensitive products, damage may occur due to dropping during transportation or incorrect loading of cargo.
In such a case; Before receiving the product, check the outer packaging for damage. Attach a Damage Assessment Report to the cargo attendant when you see any damage. Warn the attendant to keep a record of the damaged product with complete and correct words. "When the product was delivered, it was checked and found to be damaged." A minute of the explanation will speed up your product return process. In case of any damage you notice after the delivery of the order, you should immediately contact the relevant cargo branch and ask them to prepare a Damage Assessment Report. When you send the product back together with the Damage Assessment Report, your product replacement procedures will be completed quickly and you will be informed about it.
In order to avoid problems with cargo compensation, return the damaged product with the courier company that delivered to you.
My order has arrived, but I haven't received my invoice, what can I do?
When ordering in Endemigo, you are asked to enter your delivery and billing address. Check if you have chosen an address different from the delivery address for the address to which the invoice will be sent. If the problem is not caused by the address selection and your invoice is not included in your cargo; You can contact us 24/7 at [email protected] or our Customer Satisfaction Support Line at +90 850 885 5008.
ORDERS
Can I get information about the originality and warranty status of the products?
The products you buy from Endemigo are under the warranty and responsibility of the manufacturers. As Endemigo, all the documents of the manufacturers are checked with great care.
When will i receive my order?
The products that you purchase are delivered within the delivery date range specified on the product detail page. You can reach the delivery date of the products you have purchased from the "My Orders" page in the "My Account" section. Your products are delivered to your address as soon as they are included in the sales contract. In case of any contrary situation, our customer satisfaction support team will contact you as soon as possible and transfer information about your order.
How can I write a comment on the products that I have purchased?
You can write a comment by clicking the Comment button next to the relevant product from the Current Order page in the My Account menu. Your comment will be checked and published by our customer satisfaction support team within 48 hours. Transparency is essential in customer comments made in accordance with our Customer Relations Policy.
Can I trust the product reviews?
Product comments are written by our customers who are members of our site and place an order within us.
Can I make my order gift wrapped? / Can I add a gift note?
There is no gift package or note application.
: I want to place my order through a customer representative.
For your information security, you can only complete your order online.
PAYMENT
How can i pay?
You can make your payment by credit card or money order / eft. The card information used when shopping with credit card is not saved, stored and can never be seen by third parties unless you have your consent. The 3D Secure system is used for your transactions with a bank card. 3D Secure is an identity verification system developed by card companies to ensure the security of online shopping. After selecting the products you want to buy on the My Cart page, click the Buy button. Select the addresses where you want your order and invoice sent, or enter a new address. You can make the payment by credit card, debit card and virtual card. Enter your card information and complete your shopping.
Is there a payment option at the door?
There is no payment option at the door in Endemigo. You can order by credit card or money order / eft.
Can I make the payment via EFT / Money Transfer?
You can make your payment by accessing our bank information on the payment information page. After the payment is transferred to our account, your order is confirmed by checking. The notification e-mail that your order has been approved will be sent to your mail box.
Can i pay with debit card or credit card?
You can pay securely with bank cards using the 3D Secure option. 3D Secure is an identity verification system developed by card companies to ensure the security of online shopping.
How do I shop in installments?
You can complete your needs without delay by paying your purchases in installments with Endemigo-specific bank campaigns.
Installment campaigns are offered to customers after they enter their credit card information in the Installment Options field on the product page and on the Payment Page, and the installment options specific to your bank appear at the bottom. You can click on the installment option you want and make your payment.
In the payment options field at Endemigo, the installment options shown to the customer are determined as a result of agreements made with banks. Customers can make purchases in installments for purchases that meet the specified conditions.
The number of installments is determined according to bank agreements and card type. In addition, Endemigo may offer installment opportunities to customers within the scope of the campaign, depending on the conditions of the campaign.
My credit card limit is sufficient but I cannot pay in installments, why?
In accordance with the regulations of the Banking Regulation and Supervision Agency (BDDK), the maximum applicable legal installment limitations for product categories are shown in the Installment Options area and Payment Page on the product page. Installments are not available for purchases under 100 TL.
Whether the product has an installment option or not; It may vary depending on the product category, product amount and card type. Installment options are not available for every product.
Note: Installments cannot be made for products for which installments are banned by BDDK.
Is there a maturity difference in installment transactions?
Maturity difference is collected by your bank according to your bank's installment options. After entering the card information on the payment page, you can see the difference in terms of the installment options that appear.
How can i refund product made in installment payment?
The refunds of purchases made in installments are made according to the installment period and the relevant installment amounts, as required by the bank procedures. The period of reflection of the returned amount on your card depends on your bank. If you paid by credit card, it will usually reflect in a few days. In debit cards, the period of reflection of the refund to your account is longer.
Endemigo pays the fee for purchases made in installments to the bank at once. The bank will refund this amount to your credit card per month as the number of installments. For example: If you bought it in 2 installments, your card will be refunded in 2 months.
How can i save my credit card details?
Your credit card information can’t be saved due to confidentiality reasons.
If i am getting an error during checkout?
The reason for an error in the purchase process could be because of different reasons such as that your card is not allowed to internet shopping, you do not have sufficient limit, the card has expired or it may be related to your 3D password. You can try to pay with a different card or talk to your bank.
Why is it mandatory to write a identity number?
According to Resmî Gazete dated 9/8/2006 and numbered 26274, on the invoices issued to real persons on 1/1/2007. The obligation to write an identification number has been introduced. You can find detailed explanations about the security of your personal information on our "Privacy Policy" page.