Shipping & Delivery

1. Who pays the shipping fee?

• EXPORGIN SAS can run periodic charging campaigns.
• Free shipping service can be provided during marketing campaign periods.
• Outside of marketing campaign periods, the shipping cost is the responsibility of the buyer.

2. How can I track the shipment?

• In order to track the shipment of the product you ordered, you must first have an exporgin.shop membership.
• If your order is shipped, a "Cargo Tracking Number" will be sent to you via e-mail and SMS.
• For cargo tracking of your order; You can view the order number of your relevant order from My Account > My Orders page. When you enter the Order number of your relevant order, the Order Information page will open.
• You can access all product information about your order on the Order Information page.
• You can track your cargo process when you click on the Cargo Tracking Number opposite the Delivery Method from the Summary section at the bottom of the Order Information page.
• You can learn the cargo tracking number of your order from the cargo company's own website or from My Account > My Orders > Order Information > Summary > Cargo Tracking Number.

3. I don't know my shipping tracking number. How can I make sure?

• When your order is shipped, your cargo tracking number is created.
• If you are a member of exporgin.shop , your cargo tracking number after providing member login to the Site; You can find out from My Account > My Orders > Order Information > Cargo Tracking Number.
• In addition, the cargo tracking numbers created are sent to you via SMS and e-mail notifications.

4. I wrote my address incorrectly, how can I fix it?

• for changes to address information, you can update your delivery address from My Account > My Profile.
• If you placed an order with an incorrect delivery address, the order must not have been shipped for changes to the delivery address. Otherwise, if your order has been shipped, the delivery information cannot be changed.
• If your order has not been confirmed or is in preparation, you can update your address information.
• If your order has been shipped, you can contact the customer service department / EXPORGIN SAS and ask for assistance.

5. Can you send orders that I have purchased separately with one shipment?

• No, EXPORGIN SAS cannot provide services in this regard.
• Unfortunately, orders cannot be combined, as shipments and financial operations can be tracked on an order basis.

6. I want to change my billing address. What should I do?

• If you wish to change your billing address after placing an order;
• You can change your billing address if your order has not yet been confirmed or if it is in the process of being prepared.
• If your order is delivered to the shipping company, no change can be made to the billing address.
• If your order is delivered to the shipping company by the EXPORGIN SAS , such a change cannot be made through the system. In this case, you can request support by contacting the customer service / EXPORGIN SAS .
• to change your billing address;
• You can update your billing address by following the steps My Account > My Profile.

7. Can someone else pick up my order from the shipping branch?

• No other user or person can receive requests that you have made with your user information.

Do you have an international delivery service?

• Yes, we do have international delivery.

9. I was not at home when the shipment arrived, how can I get my product?

• The shipping company visits your delivery address twice. If they cannot reach anyone during these visits, a compass with contact information is left at the door.
• If you are not found at your delivery address during these processes, your order will be delivered to the shipping company.
• The order delivered to the shipping company is kept in the branch within 3 days.
• The time required to deposit this amount from your contracted bank account to your debit/credit card varies depending on your bank's transactions.

10. Do I have to pay any additional charges after delivery?

• You have paid all of your payment for your order while completing your online shopping.
• No additional fees are collected during shipment delivery.

 

11. The product that came with the shipment is incomplete. What should I do?

• While your order is being delivered, check your product with the shipping official.
• If there is damage or loss of part of your order; You need to prepare a due diligence report for the freight officer.
• Along with the minutes you have prepared; You can request support to investigate the issue through our Customer Service.

12. Do you have same day delivery service?

• We're sorry but we are currently unable to deliver on the same day.

13. The wrong product was delivered to me. What should I do?

• While your order is being delivered, check your product with the shipping official.
• If there is damage or loss of part of your order;
• You need to prepare a due diligence report with the shipping clerk.
• Along with the minutes you have prepared; You can request support to investigate the issue through our Customer Service.
• If you have received the shipment, you can submit a refund request.
• to request a refund;
• You can initiate your order by selecting the relevant product from My Account > My Orders page and selecting the reason for the return from the return request creation step.
• You must create a return request through the system within 14 days, including the day you receive your order from the shipping company.

14. My package appears to have been delivered, but I have not received it. What path should I follow?

• It appears that your order has been delivered to your address, but if you have not received it, you can contact our Customer Service Department.

15. When will my order be shipped?

• Once your application is approved, preparation begins. When the preparation phase of your order is completed, it is handed over to the shipping company by the EXPORGIN SAS .
• When your product has been shipped, you will be notified by email or SMS.
• In case your product is out for distribution, you will be notified by the shipping company via SMS.
• To know the status of your application; You can go to My Account > My Orders page by selecting the relevant product from Order Information > Merchandise Tracking Number.
• The exact delivery date is an estimate and may vary depending on the delivery address and delivery time of the courier company.

16. Where can I track my order?

• To know the status of your application; You can track your order details from Order Information > Goods Tracking Number by selecting the relevant product from My Account > My Orders page.
• Once your request is confirmed, it will be processed.
• The order goes into the preparation process and your order is invoiced at this point.
• After the preparation phase,EXPORGIN SAS will ship your order.
• After your order has been shipped, you will be notified via email or SMS.

17. What should I pay attention to when receiving my order?

• When you receive your order, you must check the product box and inside next to the shipping official.
• In case of sending missing part or damaged product;
• Share the situation with the shipping official and according to the product damage; You must prepare a due diligence report or a damage assessment report.
• If you have ordered a product covered by a warranty period, you should check whether the warranty certificate is included in the packaging.
• If the wrong product is sent to you, you can request a refund to the shipping authority or you can apply through the system.
• You should not ignore such operations, and you should check your product with the shipping official.

18. What should I pay attention to during delivery if the approved service will do the installation?

• during installation by authorized service; do not open packages of products such as white goods, large household appliances, and electronic goods.
• Check before opening the package. If there is any damage outside the package;
• You must prepare a damage assessment report to the shipping official.
• If there is no problem out of the package, contact the authorized service and make an appointment for installation.
• If you experience any damage after installing the product with the authorized service;
• You can prepare a service status report by sharing the situation with the authorized service, or you can contact our customer service department.

19. My product was delivered to a different address/person. What should I do?

• Orders are delivered to the address entered during ordering. If it appears that your order has been delivered to a different address or person, you can contact our Customer Service Department.

20. The shipping company does not deliver my order home. What should I do?

• Your order will be delivered by the shipping company to the address you specified when placing your order.
• Shipping companies are obligated to deliver the order to the door.
• Orders in heavy product category such as large household goods (white goods, electronic goods, furniture) are delivered to the selected floor depending on the availability of suitable entrance to the apartment (elevator, stair width).
• If the shipping company does not deliver your order to the specified floor, which is included in the heavy product category, you can contact the authorized shipping company or our customer service department.

21 There is no part or accessory for the product you ordered in the package. What should I do?

• When your order is received by the shipping agent, be sure to check your package and the inside of the package.
• In the event that a product is found to have a device/accessory missing in the packaging, you must have a due diligence report prepared by the shipping authority.
• If something else is noticed after the shipment has been delivered, you can request support by contacting the customer service department.

22 The shipping company delivered my order to my address in a damaged way. How do I proceed with the delivery of a damaged order?

• When you receive your order from the shipping authority, be sure to check the package and the product in the package.
• If there is any damage outside the package during the inspection; You can submit a damage determination report to the shipping authority, If there is no box damage but product damage in the package, you need to prepare a due diligence report.
• If something else is noticed after the shipment has been delivered, you can request support by contacting the customer service department.

23. Additional products were found in the parcel of delivered goods. What should I do?

• In some periods of marketing campaigns, EXPORGIN SAS  may send promotional products in addition to the products you have purchased. These products must be specified on the invoice or waybill. If the additional product is not specified on the invoice or waybill, it may have been sent to you in error. In such a case, you should contact the customer service department and start the process of returning the product.

24. The product(s) in my order were delivered to me as used. What should I do?

• While your order is being delivered, confirm the package and the product in the package with the shipping agent.
• If you find that your product's packaging/protective tapes are torn or damaged while checking your order, you must have a due diligence report prepared by the shipping authority.
• Together with our report. By selecting the relevant product from My Account > My Orders page, click the Return/Cancel button and you can complete your return request by selecting the reason for the return.
• You must complete your return request within 14 days, including the delivery.

25. How do I get the gift wrap package with the order?

• Gift wrap option is not available for all products.
• After adding the product you want to buy to the cart, you can see if the product you will order has a gift package option.
• If your product has a gift package option, you must select the I want a gift package option under the full shopping button on your cart page.
• If your product does not have a gift package option, you cannot view the gift package option when you want to complete the purchase.
• 27. While completing my order, I wanted to gift wrap my product, but it didn't. Why?

• If you want to wrap your order as a gift, you must mark the I want to wrap as a gift button when completing your order.
• If your product was not delivered in a gift package even though you requested a gift package, you can contact our customer service department.

26. Although the shipping is free, the shipping cost is charged by me. How can I fix this situation?

• Multiple conditions must be met for the free shipping campaign. The products you purchase may include a product that is not included in the free shipping campaign.
• Your basket amount may not have reached the minimum required by the campaign terms.
• If you believe there is an issue not listed here, you can request support from our Customer Service Department.