Can I change the shipping address and recipient name of my order?

• Check the status of your order from the "My Orders" tab in the "My Account" section on the main page.
• If your order is in the status of "Payment Confirmed" or "Products are in preparation", a name / surname change is made in the "My Account" section. Contact customer service for address change.

When will my order arrive?

• The products you buy are delivered to the cargo within 2 to 5 business days from the date of order.
• Alvina guarantees to deliver within 14 business days at the latest. Orders placed on Saturday, Sunday and public holidays are processed on the first working day.
• Estimated delivery time varies depending on your region.
• When the order is shipped, you will be informed by the cargo company via SMS.
• After it is shipped, you can track the shipping stages of your order from the "Cargo Tracking" link in the "My Orders" tab in the "My Account" section.

How much does the shipping fee cost?

The shipping fee is paid with the product you will buy at the payment page during placing an order from alvinaonline.com. In addition, you do not pay a fee to the courier. For international purchases, except for the free shipping campaign, the shipping fee by country is displayed in the calculate shipping section of the product detail on the basket page.

With which shipping company will my order be delivered?

The delivery of your domestic orders placed on alvinaonline.com is provided by Yurtiçi Kargo, HepsiJet and KARGOMsende. Shipping of orders abroad is provided by FedEx and DHL Express.

How long does it take for my order abroad to be delivered?

Your shipments are delivered within 2-7 working days with our contracted FedEx  and DHL Express company. Attention! The reasons such as Customs procedures, natural disasters, strike, transfer hijacking etc. are out of the scope of the specified periods. In rare cases, there is a possibility that packages sent abroad may be subject to customs in the destination country. In this case, the customs officers will contact you and inform you about what you need to do to receive your package. 

My order arrived when I was not at my address?

• If you are not at the address during delivery, the courier company leaves a note stating that you can pick up your package from a branch.
• If you do not receive your package from the specified branch within 3 days, your order will be returned to Alvina.
• You can contact us if you want the cargo returned to Alvina to be shipped again.

What should I pay attention to during delivery?

• Always check your order with the courier.
• If there is damage to the shipping package or product, the number of packages is incorrect:
  • After signing the cargo delivery receipt, attach the "Due Diligence Report" to the cargo officer.
  • If you decide not to receive the cargo by checking the content and quantity, get a return code with the easy return option on the order screen.
  • Deliver the product/box with this report and invoice to the cargo officer and send it back to Alvina.
  • Please contact the Customer Service regarding the situation.

My order has been shipped. How can I track the cargo?

When the order is shipped, notification is provided by SMS from Yurtiçi Cargo. In addition, after logging in, you can find the current order from the order list on the "My Account" page and examine the cargo movements. For international orders, you can track them on the FedEx or DHL Express page through the tracking numbers sent to you via e-mail.