Frequently Asked Questions

How can I return the items I have purchased?

• Domestic Return Steps:

1. Click on "My Orders" button at "My Account" section at www.alvinaonline.com or on mobile application.
2. Click on "Return" button.
3. Choose the item that will be returned and the reason.
4. Fill in the section of reason for "Return".
5. Fill in the section of ID number (Compulsory section, otherwise cargo return code will not be obtained). 
6. Click on "Send the Request" button.
7. Note the cargo return code on the screen.
8. Put the the items that will be returned in just one pockage with invoice. (Return code differs from order to order. Each order needs to be put in different packages.)
9. Deliver the package to shipping company YURTİÇİ  with cargo return code within 14 days. (**EVENING DRESS, HIJAB SWIMSUIT AND HEADSCARF/SHAWL MUST BE DELIVERED TO THE SHIPPING COMPANY WITHIN ONE DAY FROM THE DATE OF DELIVERY. OTHERWISE, RETURN WOULD BE INVALID.)  NO RETURN FOR MASKS. 
10. For orders abroad, by indicating  the operation (RETURN) you want to make on invoice and paying shipping fee, you can send the package within 14 days from the date of delivery. After we deliver the item(s), the transaction (refund or request for exchange) will be performed. (**EVENING DRESS, HIJAB SWIMSUIT AND HEADSCARF/SHAWL MUST BE DELİVERED TO THE SHIPPING COMPANY IN ONE DAY FROM THE DATE OF DELIVERY. OTHERWISE, RETURN WOULD BE INVALID.)  NO RETURN FOR MASKS.

Can I change the customer name or shipping address?

Control the order status from "My Orders" menu in "My Account" section on the main page.

If your order is in the status of "Payment is confirmed" or "Products are being prepared for shipment", you can change name/last name in "My Account" section. For shipping address change, keep in touch with custumer services.

When refund of the cancelled item is made?  

• Refund of the cancelled order is made within 5 business days.
• In addition, a notification will be sent to your registered e-mail when it is canceled or refunded.
• If you get the notification in question, it means refund has been made to your bank by Alvina.
• The transfer transaction period is up to your bank.

Alvina pays the fees of the purchases made in installments to the bank at once. The bank returns this amount to your credit card as much as the number of installments per month. For example: If you bought it in 3 installments, the refund will be completed in 3 months.

CLUE: If orders placed benefiting from free shipping campaign is cancelled or returned and rest amount stays out of campaign, shipping fee is deduced from the price to be returned.

Can I exchange size of the item I have already delivered?

When will I receive the order?

• Items are delivered to the shipping company within 2 to 5 business days from the date of order.
• Alvina guarantees delivery in 14 business days at the lastest. Orders placed on Saturday, Sunday and official holidays are put into operation on the first business day.
• Cargo delivery time may varies depending on the region you live.
• You will be informed through SMS by shipping company after your order is shipped.
• You can follow shipping process of your order at "Shipment Tracking" link on "My Orders" section in "My Account" menu after is has been shipped.

How can I cancel my order?

Control order status in the section of "My Orders" in "My Account" menu in the main page. You can contact with customer services for order cancellation if it is not at the stage of preparation.

PS: If your order is in the status of "preparation or sent by cargo", no cancellation is made.

If I cancel an order that I have benefited from campaign, will the campaign be cancelled?

• The campaign will not be cancelled if campaign requirements are provided in spite of any cancellation or return.
• The campaign will be cancelled if the rest items do not provide campaign requirement after any cancellation or return is made. Refund is made by deducing campaing discount.

CLUE: If orders placed benefiting from free shipping campaign is cancelled or returned and rest amount stays out of campaign, shipping fee is deduced from the price to be returned.