FAQ


ORDERS

 

What currency are your prices in?

All prices are charged in Turkish Lira  The currency will convert back to TL once you are in the checkout.

 

I want to make a change to my order, what can I do?

Please email our Customer Care team as soon as possible hello@vatka.co , if your order has not been packed for shipping we may be able to make changes to your order however, if it’s too late – sorry, it’s too late!

 

I want to cancel my order, what can I do?

Once an order has been placed we are unable to cancel it.

 

I forgot to enter my 10% off discount code, can you add it in?

Once an order has been made we cannot add/amend discount codes or refund partial amounts. Good news is you can always use it next time.

 

I’ve entered my shipping address wrong – how can I change it?

Please contact Customer Care right away hello@vatka.co, if your order hasn’t been shipped we can change your shipping labels however, if it’s too late you will need to get in touch with our shipping services to redirect your parcel.

 

What is the status of my order?

Once your item has been shipped please allow up to 24 hours for the shipping confirmation email. You can track your parcel via the link and follow it’s delivery. If you need a further update or if there is an issue with your order please contact Customer Care, hello@vatka.co 

 

If you have any further questions about the status of your order please email Customer Care via hello@vatka.co

Lost package?

For issues with delivery or tracking, the easiest and fastest way to get a resolution is to reach out directly to the shipping company. Sometimes carriers will prematurely mark shipments as “delivered”, or need additional information from you to complete the delivery.

If you’re unable to resolve the issue with the shipping company, email hello@vatka.co and we’ll get to the bottom of it!

What size am I?

We understand that it is often difficult to gauge sizes online and that you want to get the perfect fitting garment. If you are unsure of the measurements that we have provided for each style, please send us an email of your measurements or of any questions that you may have at hello@vatka.co and we will try our very best to help you find the right size.

 

RETURNS

 

What is your returns policy?

Send an email to hello@vatka.co with your order number, the reference (s) you want to send back and the reason.

We accept items that are in their original condition (Unworn, tags attached, no body odor, make up etc.) 

 All returns must be requested within 14 days of receiving your item.

All returns must be sent via a tracked service and paid for by the customer as we do not provide free returns. 

If you want to make an exchange for another size, you will need to make a return and place a new order. Please, email us at hello@vatka.co 

 

Do you offer refunds?

Yes! 

All returns of full-price items that are shipped back within the 14-days time period in acceptable conditions (E.G., Unworn, Unaltered, with original tags, Etc.) Refunds will be credited to your original method of payment.You will receive an e-mail confirming when the refund is issued.

 

Please Note; Original Shipping Costs are non-refundable.

 

If I used my ‘10% off my first order’ code does that mean I cannot return my item?

We make an exception for this code and do allow you to return your items purchased with this code only.

 

I think my item is faulty what do I do?

Uh oh, if you believe you have received a faulty item please email our Returns Team right away with images and we will resolve for you as soon as we can!

 

How do I arrange a return?

To arrange a return please email our Returns Team via hello@vatka.co they will email you a returns form that is needed to identify all returned items.

 

 

If you have any further questions about returning an item please email hello@vatka.co