FAQ
Frequently Asked Questions
Order & Shopping
How do I use my discount code?
You can enter your code at checkout in the “Discount code or gift card” field. The total will update instantly.
Can I cancel or edit my order?
Yes — as long as your order hasn’t been shipped yet.
For any changes, contact us at hello@thecoel.com as soon as possible.
Payment & Security
What payment methods do you accept? Is it secure?
We accept VISA, Mastercard, AMEX, and Troy credit cards.
All payments are securely processed through PayTR’s certified payment infrastructure, ensuring encrypted and protected transactions.
Do you offer cash on delivery?
No, we do not offer cash on delivery.
Is my personal data safe?
Your information is treated with strict confidentiality and is never shared, except when required by law.
Delivery & Shipping
What are the shipping costs?
Shipping is free for orders over 2,000 TL within Turkey.
For orders below this amount, a fixed fee of 99.90 TL applies.
International shipping fees are calculated at checkout based on your location.
Which shipping company do you use?
All orders are shipped via DHL eCommerce.
How long does delivery take?
Orders are prepared within 1–2 business days.
Estimated delivery times:
– Turkey: 2–5 business days
– International: 5–10 business days (may vary by destination)
Will I pay customs or import fees?
International orders may be subject to customs duties, taxes, or import fees determined by your country.
These charges are the responsibility of the customer.
What if I miss my delivery?
If you are not available at the time of delivery, your shipment will be handled according to the carrier’s process.
If the order is returned to us, we will contact you for re-delivery or proceed with a refund.
Returns & Exchanges
What is your return policy?
You may return items within 15 days of delivery, provided that they are:
– unused
– in original condition
– with all tags and packaging intact
Items that do not meet these conditions will not be accepted.
Are personalized pieces returnable?
No. Personalized items are final sale unless they arrive faulty or incorrect.
How do I initiate a return?
Send an email to hello@thecoel.com including:
– your name
– order number
– reason for return
Where should I send my return?
Returns should be made via DHL eCommerce.
Return shipping costs are the responsibility of the customer.
How long does it take to receive a refund?
Once your return is approved, the refund will be issued to your original payment method.
Processing time may vary depending on your bank.
Do you offer exchanges?
We do not process direct exchanges.
To change an item, please return it and place a new order.