Shipping and Return Policy
Our office is open Monday-Friday 9am to 6pm. You can ask all your questions to email@example.com at any time. We will get back to you within 24 hours at the latest.
All orders are shipped from our warehouse outside Kocaeli, Turkey and we ship worldwide using DHL or PTS .
All packages have track and trace. Tracking information will be sent to you in a separate e-mail from DHL or PTS when your order is being processed.
If you place your order before 2pm (Mon-Fri), your order should ship on the same day. If you place your order over the weekend or after business hours, it will be processed for shipment on the following business day during normal business hours.
You can finf details about delivery country at link.
Some countries, remote cities, or islands may have longer delivery times. Please get in touch if you need a more exact delivery time for your country/city.
We can’t take responsibility for any delays out of our control, like customs delays, deliveries to remote places, etc. If your order is delayed you can find more info in our FAQ.
Shipping costs / Customs
Please be advised that local taxes and import duties may apply for Non-EU Countries and is not included in the shipping costs. The payable import taxes and duties are the responsibility of the customer. Please check with your local customs office to get an idea of any duties or taxes that may apply.
For all orders from our online store, the customer will be responsible for any import and clearance duties as well as any brokerage fees including any other additional charges.
Returns and exchanges
We offer a 30 days return from the date of your receipt (excluding shipping costs) if you change your mind.
The items must be returned in their original condition and in the original, undamaged packing or similar protective tube/box. We reserve the right to refuse any returns, that do not fulfil these criteria. Please note that returns and exchanges happen at your own risk and own expense.
Please contact us at firstname.lastname@example.org before returning any items and remember to state your order number and relevant contact information in the e-mail.
We do our best to ship your order in a safe and secure way. If your order for any reason or in any way arrives damaged, please let us know straight away so we can help you solve the problem.
We always offer to send out replacements for damaged items and in some cases additional compensation. But we do not offer a full refund. If you do not want a new item shipped we kindly ask for you to initiate a return instead or make another arrangement with us.
Important: Please make sure to take photos of both the package and the damaged product and send it together with other relevant information about the claim to email@example.com.Remember to also state your order number in the e-mail.
Refusing or not accepting shipped order
Please note that once the order is shipped, the customer is obliged to receive it. Shall a customer show no response to a courier company, or fail to receive it or refuse receiving the order at the country of destination (due to tax payment or other reasons), the parcel will be returned to Touche Prive.
Touche Prive in its turn reserves the right to deduct from the client the following: shipping charges (both ways) as well as any duties imposed at the country of destination and in the country of origin.
Remaining amount (if any) will be refunded to the customer.If you still wish to receive the goods from your initial failed order; a new order will need to be placed.
We will not accept responsibility for packages which are returned to us due to insufficient/incorrect address information.
Additional shipping fees will be due for re-sending any order(s). This must be paid in advance of shipment.
We will not accept responsibility for items being delivered to the incorrect location due to insufficient/incorrect address information being provided to Touche Prive.