We are constantly striving to make your shopping experience with Elitario-PR a pleasant one. only Orders with delivery addresses within Istanbul currently be processed within 7-10 business days.

Orders placed outside of working hours (9am-8pm) and/or during any public holidays will be deemed placed on the first working day following the Order’s submission. Delivery timelines are estimates and delay may inevitably occur. Time shall not be considered of the essence. Order delivery may face delays during promotion periods, sale season and public holidays. We are not responsible for failures to deliver for reasons outside our reasonable control, including where you are not available to take delivery of your Order or you request a postponement of the delivery. It is your duty to ensure you are available to receive the Order delivery. Our couriers may make up to 4 phone calls to book the delivery time slot with you and will make up to 3 attempts to deliver to you before your Order will be cancelled. 

SCHEDULED TIME SLOTS

You can schedule your delivery by picking a time slot most convenient for you at checkout. Scheduled time slots are subject to availability. We will aim to deliver the Order within the selected time slot but make no guarantees.

SPLIT SHIPMENTS

We often source your favorite products from different locations, so to ensure that we get your items to you as quickly as possible we sometimes have to split your order into two or more shipments. In these cases, we will notify you that your order will be arriving in multiple shipments before we process the Order. You will be able to track these shipments separately by searching your Order number and email address if you’re a guest user. You will not be charged separately for the delivery of each shipment.

ADDITIONAL CONDITIONS FOR DELIVERY OF FURNITURE / BULKY ITEMS

If you have ordered furniture or bulky items, when your order is ready for delivery, we will contact you to confirm a delivery date. Once agreed, you will be responsible for accepting delivery and arranging appropriate means of access and installation on that date. It is your responsibility to ensure that our delivery team has access to the delivery address and that sufficient space is available to move the items, hallways are measured and doors and lifts can grant full access.

If delivery is not accepted on the agreed delivery date, goods shall be kept in storage free of charge for a period of up to 30 days. If you fail to agree to a revised delivery date within 30 days of the initial delivery date, we retain the right to cancel your Order and issue you a refund instead. If on the delivery date, our delivery team is unable to obtain access to the delivery address, a reasonable second attempt at delivery charge may be applied. We will inform you in advance of this charge.

RETURNS PROCESS

Subject to meeting the conditions of these Terms of Service, we offer a “no questions asked” free returns policy if you initiate a return request within 30 days of delivery of your Order. Please note that certain items are not returnable and we will label the items non-returnable either in the item description page or at checkout, so make sure you verify this before you place your Order. However, non-returnable items may still be returned to us if you accidentally received the wrong item in your Order, or if the item was received damaged.

To be accepted by us and qualify for a refund, all items in the Order (including promotional or complimentary gift items received with the Order) must be returned to us:

• unaltered, unused and in their original condition (or the condition in which they were received by you from us or our agents);

• in their original packaging/box/dust-cover and with all brand and product labels/tags/instructions still attached;

• authenticity cards, where provided, should also be returned;

• accompanied by the original Order confirmation.

Items can be returned by arranging collection from your delivery address in the either:

1. Contacting us by calling our contact number or email or WhatsApp.

Remember to complete and include the returns label you received with your Order package to avoid delays in processing your return. we will aim to process your return within 3-5 business days from us receiving the package back, and if accepted, the refund will be issued to your original form of payment, unless stated otherwise in these Terms of Service.

We provide a flexible return policy to enhance your online shopping experience for added convenience. We do monitor the quantity of returns and reserve our right to either close your Elitario-PR account or limit your ability to place future orders should your return behavior violate our Returns Policy. However, nothing in this Returns section is intended to affect any consumer rights that you may have under the laws of Turkey.

EXCHANGES

Items can be exchanged by arranging collection from your delivery address and the following conditions apply:

• You can exchange an item for a different size only if it’s the same product.

• The exchange order is only created after the return is approved.

• If there are technical issues during order creation after the return, the customer will get store credits regardless of the original payment method.

• On placing an exchange request the same can be cancelled at any point.

• You can exchange an item multiple times.

• Exchanges are only for eligible items with the same price, located in the same warehouse, and must be returnable.

• Orders placed using coupon codes will not be eligible for exchange.

• Note: his feature is only available for Turkey and UAE customers who are eligible for Size exchange as per the above conditions.

DAMAGED GOODS AND WRONG ITEMS

If an item in your Order is received damaged or is not the item you ordered, you can arrange to return the item to us by following our returns process. The item must be returned to us in the same condition you received it in, within 10 days of delivery of the Order to you. Subject to being satisfied that the item was in fact damaged, we will issue you a full refund including, where applicable, original Order delivery charges, cash handling fees, taxes, and any duties. We may replace the faulty item at your request and deliver to you a new item free of any delivery charge.

MANUFACTURING DEFECTS

If you receive a defective item, certain items may benefit from a manufacturer’s warranty. The details of the manufacturer’s warranty will be included in the product packaging, inserts or accompanying documentation. Please contact us to assist you if you believe your product has a manufacturing defect.

REFUND PROCESS

All items returned to us will be inspected. If we are satisfied with the condition of the item returned, we will process the return and notify you once a refund has been issued with the value of the refund. Gift items returned will be refunded to the purchaser of the gift.

Your refund will be paid back to you depending on your original payment method:

• Credit or Debit Card payments are refunded back to the original payment card used to make the purchase (unless you opt for a refund in store credit

• Cash on delivery payments are refunded as store credit;

Please note that we cannot refund items if the return is initiated after 10 days of resaving your Order. If you return an item to us after the 10day period, we will return it back to you as it has surpassed the refund deadline. For credit card refunds, it may take up to 14 days for your credit card provider or bank to process the refund and for the refund to be reflected on your card statement.

SUSTAINABILITY

In an effort to contribute to sustainability and eco-consciousness, we supply brands that contribute to a greener planet by adopting eco-friendly processes. You will see a “sustainable brand” label on the products of these brands on our Website in an effort to acknowledge brands that are trying to make a difference in their own way. We do not make any claims in regard to the brands’ sustainability standards nor do we verify the brand’s practices. These representations are made by the brands themselves. If you wish to understand how a brand may qualify into our Sustainable Steps initiative.

LIABILITY

Save for death or personal injury arising out of our negligence or any liability that cannot be excluded by law, under no circumstances shall we, our affiliates, employees, directors, officers, agents, or suppliers be liable for any indirect, special, incidental or consequential losses or damages of any nature arising out of or in connection with the use of or inability to use the Website, including, without limitation, damages for loss of profits, loss of goodwill or loss of data. Without prejudice to the foregoing, in no event will we be liable for any amounts in excess of the amount paid by you for the product(s) in respect of which the claim arose. Nothing in these Terms is intended to impact any rights you or we may have under applicable law.