Frequently Asked Questions

MEMBERSHIP

• How can I become a member?

You can become a member free of charge by filling in the membership form in the "Sign Up / Sign In" section at the top right of our website, and start shopping quickly and securely straight away.

• Why should I become a member?

Membership is not required; you can also shop without signing up. As a member, you can track all your orders in one place, save your address details to speed up future orders, keep your favourite items and enjoy exclusive offers.

• Can I shop without becoming a member?

Yes. You can place and complete an order without signing up. After completing your order, you can create your account in one step by setting a password if you wish, and track your orders there.

• How can I update my membership details?

After signing in, you can update your membership details in the "My Account" section.

• I forgot my password. What should I do?

Click the "Forgot Password?" link in the sign-in section and enter your membership email address. You can easily create a new password with the link sent to your email address.

POINTS AND REWARDS PROGRAMME

• What is the points programme?

You earn points for your purchases and for some actions on our website, and you can use these points on your next purchases. Joining the programme is free.

• How do I earn points?

You earn 50 points when you create an account, 50 points when you join our newsletter and 20 points when you share your experience of a product you bought. In addition, 2 points are added to your account for every 100 TL you spend on each purchase.

• How do I use my points?

To use your points, first fill your bag. Then click the gift icon at the bottom left of the page and open Discover Your Rewards in the panel that appears; the rewards you can use are listed there.

• Do my points expire?

No. The points you earn never expire; you can use them whenever you like.

• Where can I see my points?

In the same panel, open the Points History tab to see the points you have earned and used.

ORDERS

• Which carrier will ship my order?

Your order will be shipped with Yurtiçi Kargo.

• How will I know my order has been shipped?

When your order is handed to the carrier, a notification with your tracking number is sent to the email address and phone number registered in our system.

• How can I track my order?

You can track your parcel on the Yurtiçi Kargo website with the tracking number sent to you, and you can also see your order status on the "My Account > My Orders" page.

CANCELLATIONS AND RETURNS

• How can I cancel my order?

You can cancel your order by clicking the "Cancel Order" button before your order goes into preparation. Once your order is being prepared, it can no longer be cancelled.

• What should I do if my order arrives incomplete, wrong or damaged?

You can reach our customer representative on weekdays between 08:00 and 17:30 (Turkey time) at +90 850 532 58 88, use the contact form at www.mashakate.com, or let us know by email at [email protected].

• How long do I have to return an item?

You can return items within 14 days of receiving your order.

• What are the return conditions?

Items to be returned must be unused, unwashed and unaltered, with their inner and outer labels complete. The invoice or return form must be sent back with the item.

• How do I make a return?

Free return: Within 14 days of receiving your order, you can drop off your item free of charge at Yurtiçi Kargo branches with customer code 515839721 and return code ARTTEKS26.

Paid return: The cost of returns sent with carriers other than Yurtiçi Kargo is paid by our customers. Cash-on-delivery parcels are not accepted.

• Where should I send an item I return with a carrier other than Yurtiçi Kargo?

Artteks Tekstil Sanayi ve Dış Tic. Ltd. Şti. Abdurrahmangazi Mah. Osmangazi Cad. No:121, 34885 Sancaktepe / Istanbul, Türkiye

• When will I be refunded for my return?

Items that reach our warehouse are first checked against the return conditions. Returns that meet the conditions are usually approved and processed within 2–5 days. Your payment is refunded to the payment method you used within 7 days at the latest of your notice of withdrawal reaching us. How long it takes for the amount to appear on your card depends on your bank.

CONTACT

• Company information

Artteks Tekstil Sanayi ve Dış Tic. Ltd. Şti. Abdurrahmangazi Mah. Osmangazi Cad. No:121, 34885 Sancaktepe / Istanbul, Türkiye Landline: +90 216 359 59 01

• Customer service hours

Our customer service is available on weekdays between 08:00 and 17:30 (Turkey time) at +90 850 532 58 88 (WhatsApp and call centre).