Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it: unworn or unused, with tags, and in its original packaging. You may use the item to examine it and try it on in the ordinary way, but if it has lost value (for example a stain or shedding on a garment or fur item) a partial deduction may be made. You'll also need the receipt or proof of purchase.

The invoice and any accessories must be sent back complete with the item.

To start a return, contact us through the details in our Contact information. Please note that returns will need to be sent to the address given there.

If your return is accepted, we'll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question through our Contact information.

If the return of promotional or campaign items brings the order below the campaign's conditions, the discount granted is cancelled.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

If a returned item has been damaged through the consumer's fault and the item has lost value, the corresponding amount may be deducted from the refund.

Exceptions / non-returnable items

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Order cancellation and exchanges

An order cannot be cancelled once it has been placed. The 14-day return right after delivery applies.

Customers who wish to exchange an item must contact BIENBIE within 14 (fourteen) days of the order's delivery date. Defective items are covered by a 2-year warranty period (with the options of repair, replacement, price reduction or refund).

European Union 14-day cooling-off period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.

Refunds

We will notify you once we've received and inspected your return, and let you know if the refund was approved or not. If approved, you'll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we've approved your return, please contact us through our Contact information.

Force majeure

Delays in the return process may occur because of unforeseeable events such as earthquake, flood, fire, pandemic, war, strike or internet outages.

In such cases the customer is notified of the delay, and the return is completed as soon as possible.

Competent court and applicable law

Disputes arising from this agreement are subject to Turkish consumer law, and the Consumer Courts of the Republic of Turkey have jurisdiction. The mandatory consumer-protection rules in force at the buyer's place of residence are preserved.

Contact details

See our Contact information.