FAQ

Frequently Asked Questions

You can check the status of your order at any time by calling us on 0 212 233 19 79 or 0212 231 31 80. Once your order has been dispatched, you will also receive an email containing the shipment details.

How can I cancel my order?

You may submit a cancellation request through our contact page within 1 hour of placing your order. We cannot guarantee cancellations requested after this period, as orders are generally prepared and dispatched quickly.

Delivery

When will my order be dispatched?

Your order will be dispatched from our Istanbul warehouse within 2–4 days after we receive your payment and will reach you within 2–7 working days.

What should I do if the product is damaged during delivery?

When receiving your order, open and inspect the package in the presence of the courier. If it is damaged, immediately ask the courier to prepare a damage report, refuse the delivery and notify us. We cannot accept responsibility for products received without a damage report.

Payment

Which payment methods can I use?

You can pay by credit card or debit card on our website. Instalment options depend on the type of credit card and the agreements offered by your bank.

Campaigns and Offers

How can I keep track of current campaigns?

We announce current campaigns and offers on our website and social media accounts. You can also subscribe to our email newsletter to stay informed about our latest campaigns and special offers.

Returns and Exchanges

Under what conditions can I return products?

You may return your products within 14 days of the delivery date, provided that they are unused, undamaged and in their original packaging. Custom-made products and hygiene-sensitive products that become unsuitable for return once opened cannot be returned.

How does the return process work?

When you wish to return a product, you must contact customer services by emailing bilgi@emsuncocukdunyasi.com. Returns are processed within 7 working days after the product reaches us, and your payment will be credited to your card within 5 working days.

Privacy and Security

How is my personal information protected?

Your personal information is stored in accordance with high security standards and is used only when necessary for order processing, payment and customer communications.

Is my information shared with third parties?

Your information may be shared only when necessary for processing orders and improving service quality with authorised service providers operating on our behalf. These companies are prohibited from using or disclosing this information for any other purpose.

If you have any further questions, you can contact us:

Address: Sıracevizler Cad. No: 58 Şişli / İstanbul
Telephone: 0 212 233 19 79 – 0212 231 31 80
E-Posta: bilgi@emsuncocukdunyasi.com

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