Frequently Asked Questions

Order & Shopping

Do I have to be a member to order?

No, all you need is your email address. You can shop and track your order without being a member. You can then complete your membership whenever you want and speed up your future purchases with your registered address.

I forgot my password, what should I do?

Click on the "Forgot My Password" link on our member login page and enter your e-mail address. We will send you an email to create a new password.

How can I sign up for the vitruta email newsletter?

You can enter your e-mail address at the bottom of the site to be informed about new products, brands and special campaigns.

How can I shop on your site?

Shopping on our site is very easy.

1- Select category or brand from the top menu of our site or use the search bar to find a specific product.

2- Select the product you want to buy and click the 'Add to Cart' button. After adding all the products, you can continue to the payment pages.

3- Enter your e-mail address, delivery address, delivery method and finally your payment information. We will confirm the order and send you informative emails at each stage.

How can I use my coupon codes?

You can view the instant discount in your cart by entering the coupon code you have in the box labeled Coupon Code, which you can see on the payment page.

Can I cancel or make changes to my order?

Yes, we can cancel or make changes before your order is delivered to cargo. Please contact us by e-mail at or via our contact line at 0212 259 20 10 between 09:00-17:00 on weekdays.

Payment & Security

What payment methods do you accept?

You can shop from our site with your VISA, Mastercard, AMEX credit cards or iyzico easy payment.

Is it possible to pay at the door?

We do not have the option to pay at the door.

Is it safe to pay?

We work with iyzico, one of the leading companies, as payment infrastructure. Your credit card information is in no way kept on the servers of or the companies that serve it. In this way, all payment transactions are made between the bank and your computer/phone via the interface.

Will my personal information be safe?

Definitely. We keep your customer information confidential in accordance with the Membership Agreement . It can only be disclosed when requested by official authorities and when we are obliged to make a disclosure in accordance with the mandatory legislation in force.


How much shipping fee do I pay?

Shipping is free for your purchases of €200 or more from our website. For orders under €200, the fixed fee is €20. Delivery duties are included in the item price.

How long does it take for my product to reach me?

We will deliver your order to shipping provider within 1 to 2 business days unless there is an adverse event. Then, the delivery time to your address generally varies between 1-3 business days, depending on the density at the cargo branches.

How do I track my shipment?

After your package is delivered to the shipping provider, your shipment tracking number will be sent to you via e-mail and SMS. You can track package movements on the cargo company's website.

Do you deliver all over the world?

We work with UPS to ship most countries in the world.

Do I pay custom fees?

Unit prices are inclusive of customs taxes and packages are delivered to UPS as DDP. However some countries may impose extra fees according to local legislation.

What can I do if my order does not arrive?

If you cannot be at your address on the day of arrival, your shipment will be delivered to the distribution office of the cargo company. Shipments that are not received from the distribution office within 3 business days are returned to us. We will try to reach you for the products returned to us, we can send them again. If we cannot reach you, the order will be canceled and the fee will be refunded as you paid.

What should I pay attention to during cargo delivery?

When the cargo is delivered to you, if there is any crushing, deformation, wetness or anything that may damage the product, please open the parcel with the cargo officer and check the condition of your products. If you see any damage to the products, do not accept the products and ask the cargo officer to keep a report. The recorded products will be delivered to by the cargo company and the products will be exchanged by us.


What is your return policy?

Within 30 days from the delivery date, you can return products that have not been used, their labels have not been removed, their resaleability is intact, and their accessories are complete. Returns that do not comply with these conditions will not be accepted and will be sent back to you with payment.

You can start your return by clicking here.

Do I pay a fee when making a return?

Returns are completely free.

How do I return the product?

Here's what you need to do to start the return process:

1- Click here and enter your order details. The order number can be found in the order confirmation email.

2- Select the products, action to be taken, reasons.

3- Send the products to us or deliver them from one of our stores according to the instructions in the e-mail that will be sent to you at the end of the transaction confirmation.

How should I go about making change?

You can select the Gift Certificate option on the return screen and use the gift certificate, which will be sent to you after the product check, on any product you want.

How should I package the product I will return?

We recommend that you send the products in the original box they came in. However, if it is not possible, please find a suitable box or package so that it reaches us in good condition.

How long does it take for my refund to be deposited into my account?

After the received returns are checked, we process your refund immediately. It may take up to 3-7 business days for it to be reflected on your statement, depending on your bank.

Product Supply

What are the product supply conditions?

Products sold on are also limited to the stocks reserved for Vitruta's physical stores. After the order is placed, store stocks are also checked. As an exception, if there is an error in the stock, the customer will be informed about the products that cannot be supplied because the stock is out of stock and the payment will be refunded.

Will an out-of-stock product come back into stock?

To be notified when an out-of-stock product comes back into stock, you can click the 'Notify When It's Back in Stock' button on the product page and leave your e-mail address.

How will my product be packaged?

Your products will be carefully packaged and shipped in our own branded white boxes.

Do product prices change in your online and physical stores?

We apply the same price policy for all products. You can buy a product on for the same price from Vitruta stores.