Shipping policy

 

At dual-atelier.com, we are committed to delivering your orders quickly, reliably, and on time. To ensure the safe delivery of your purchase, we work exclusively with our contracted shipping partner DHL. Below, you can find all the details regarding our shipping and delivery process.

1. Shipping Fees & Delivery Areas

• All domestic shipments within Türkiye are free of charge for orders above a certain amount.

• Free shipping applies to orders of 4,000 TL or more.

• For orders below 4,000 TL, the shipping fee is automatically calculated at checkout.

• Currently, we only ship within Türkiye. For international orders, please contact us directly.

2. Order Processing Time

• Orders are processed and dispatched within 1–3 business days after payment confirmation.

• For personalized or custom-made items, processing may take 5–7 business days.

3. Delivery Times

Delivery times vary depending on your city and the courier company:

• Major cities (Istanbul, Ankara, Izmir): 1–3 business days

• Other cities: 2–5 business days

• Villages and rural areas: 3–7 business days

During promotional or high-demand periods (holidays, New Year, sale campaigns, etc.), delivery times may vary.

4. Shipment Tracking

• Once your order has been shipped, you will receive a tracking number via email or SMS.

• You can check your shipment status on the official website of the courier company.

• For assistance with order tracking, you may also contact our customer service team: info@dual-atelier.com

5. Delivery & Damaged Products

• All products are shipped in their original and secure packaging.

• We recommend checking the package in the presence of the courier upon delivery.

• In case of damaged or missing items, a report must be filed with the courier and you should notify us within 24 hours.

• If the item is delivered damaged or incorrect, we will provide a free exchange or refund.

6. Delays Caused by Courier Companies

• During peak seasons (holidays, public holidays, etc.), courier delays may occur.

• Delays that occur after dispatch are beyond our control; however, our team will be happy to assist you with support if needed.

7. Undeliverable Orders

• Orders that cannot be delivered due to incorrect address information or recipient unavailability will be returned by the courier.

• In such cases, the order will either be canceled and refunded or reshipped upon your request.

• Additional shipping charges may apply for reshipment.

8. Shipping Fee Refund Policy

• For returns made under the right of withdrawal, the shipping fee will be covered by our company.

• For returns initiated at the customer’s discretion (e.g., dislike, incorrect order), the shipping fee is the customer’s responsibility.

9. Assistance with Your Order

If you experience any issues with shipping or delivery, please contact us via the following channels:

🌐 Website: www.dual-atelier.com
📧 Email: info@dual-atelier.com
📞 Phone: +90 532 684 38 25
🏠 Address: [19 Mayıs Mahallesi Dr Hüsnü İsmet Öztürk Sokak Elit Residence No:3/34 Şişli/İstanbul]

This Shipping & Delivery Policy has been established by dual-atelier.com in accordance with the Law on the Protection of Consumers of the Republic of Türkiye. We reserve the right to update or modify shipping terms as necessary.