FAQ

Support Center

Shopping Information

The availability of flowers and edible flower products on our website may vary depending on the delivery address and the local vendor in the area. To browse products available for your delivery address, simply enter your address in the search bar on our website and explore the options in detail.

Once you’ve chosen the product you’d like to order, click the “Add to Cart” button on the product detail page to add it to your shopping cart.

From the “My Cart” page, click the “Checkout” button to proceed to the order information step.

On the “Order Information” page, you will need to provide recipient details. You can either select an address from your saved addresses or create a new one using the “Add New Address” option. Click “Continue” to move forward.

On the “Billing Information” page, you’ll be required to enter the sender’s details, which will also be used for billing purposes.

On the “Payment” page, you can complete your payment using a saved card or by adding a new one. For products with installment options, you can take advantage of the payment plans offered at this stage.

For bank transfer payments, your transaction will be approved within approximately 15-20 minutes after completing the transfer.

Can I change the date or time after placing my order?

Yes, you can create a wishlist and save products for later purchase. Simply click the “Add to Wishlist” button on any product page.

How can I access the terms and conditions for my purchases on flowersdeliveryistanbul.com?

You can easily access the Preliminary Information Form and the Distance Sales Agreement you approved for your purchases under the “My Orders” section in the “My Account” menu.

If you placed your order without creating an account, you can access the Preliminary Information Form and the Distance Sales Agreement through the “Order Tracking” page on our website by entering your order number and verified email address.

Additionally, for all orders, whether placed with or without an account, you can find these documents in the confirmation email sent to you once your order is processed, provided your email address has been verified.

How can I make changes to my cart before placing an order?

Before completing your order, you can add or remove products from your cart and modify your payment method.

To remove an item from your cart, click the “X” icon in the top right corner. If you’re using our mobile app, after removing the product, you can choose “Delete and Add to Favorites” to easily add the product back to your cart from the “My Favorites” page when you want to purchase it again.

To add a new product, simply click “Add to Cart” on the product page. Then, return to the “Payment” page where you can select your preferred payment method and review the payment details (shipping fee, discounts, campaigns, etc.).

After making your changes, you can complete your purchase.

A summary of your purchase will be sent to your email address after the payment is completed. Before your order enters the preparation stage, you can update recipient details, as well as the delivery date and time, from the “My Orders” section.

Do I need to create an account to place an order?

You can place an order on flowersdeliveryistanbul.com without creating an account if you prefer. However, we recommend registering to make it easier for you to track all your orders in detail through our website or mobile app.

How can I make the payment for my order?

Accordion CoYou can make the payment for your order using a credit card, debit card, or bank transfer/EFT. The bank transfer/EFT option is not available for all products. If available, you will see the bank transfer/EFT option in the payment options section for eligible products. If this option is not available, you can only complete your payment using a credit or debit card. Additionally, you can contact our team for assistance with payments through our call center, email, or live support channels on the “Contact Us” page.ntent

How can I check the status of my order?

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You can check the status of your order in the “My Orders” section on our website or mobile app. You can track all stages of your order, from preparation to delivery, through notifications sent to the email and phone number you provided when placing your order. Additionally, if your order is being shipped, you can click the tracking link in the “My Orders” section after the shipment is dispatched to see detailed shipping information.

For more detailed information about your order, you can also reach out to the seller via the “Ask the Seller” feature in the “My Orders” section of our website for written communication.

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What happens if the recipient is not present at the delivery address when the order is being delivered?

If the recipient is not present at the delivery address when your order is being delivered, the order can be handed over to another person who can sign and receive the package on behalf of the recipient. Information about the person receiving the order will be sent to the sender via SMS and email. Deliveries to official and private institutions are made according to their own procedures. For orders shipped via courier, the delivery person will leave a note informing you that you can pick up the package from the nearest branch. If you do not collect the package within 3 days, your order will be returned to Flowers Delivery Istanbul.

Payment Information

When will the invoice for my order be delivered?

Since our company has switched to the e-archive system, your order will be delivered with a delivery note. The delivery note will be included in the package containing your order. Within 7 days, a printable version of the invoice along with the signed UBL-TR document will be sent to the email address you provided when placing the order. (As per Article 397 of the Tax Procedure Law, the invoice sent by email has legal validity and does not require a paper invoice to be sent.) If you have not received the invoice, you can submit your invoice request via the contact channels on our “Contact Us” page.

How secure is your payment page? Can I make a secure purchase?

The security of your personal information is very important to us. Therefore, all transactions from the moment you start placing an order until the completion of the payment process are protected by an SSL certificate against unauthorized access. During payment, your credit card details cannot be seen by any third parties and are not stored by FlowersDeliveryIstanbul. FlowersDeliveryIstanbul has gone through a strict security procedure to obtain this certificate, and when you access our website using an up-to-date browser, the address bar will appear green, along with the company information.

What should I do if my order hasn't been placed, but the payment has been received?

After your order is confirmed, the system will provide you with a 9-digit order number. If this number was not provided, we kindly ask you to check whether you have an existing order in the “My Orders” section on our homepage. If you can’t find your order, we recommend checking whether the payment has been processed on your credit card, as temporary connection issues with banks may sometimes prevent the system from processing your order immediately. If the amount has been charged to your card but you cannot view your order, please send us the first 6 and last 4 digits of your card, the transaction date, transaction amount, and the bank name via the contact channels on our “Contact Us” page. Your transaction will be reviewed by our finance department, and you will receive an update with the results.

I made my payment via bank transfer, will the financial approval for my order be given immediately?

The financial approval for payments made via bank transfer will be granted within approximately 15-20 minutes after the payment is received in our account, between 8:30 AM and 8:30 PM, seven days a week. When making a transfer, please make sure to include your order number in the description section and select the “Bank Transfer” option.

What is 3D Secure?

3D Secure is an authentication system that ensures the flow of information between the three parties involved in a transaction: the customer, the bank, and the merchant. It uses special passwords and keys for verification. The 3D Secure password is a unique code sent via SMS to the cardholder’s mobile phone and is not shared with anyone other than the cardholder. This ensures that transactions made with 3D Secure are considered authorized by the cardholder’s consent.

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Order Returns

How can I return my product?

For flower and edible flower products that are not delivered by courier, you can submit your request through the contact channels on our “Contact Us” page.

For products shipped via courier, you can create a return code through our website or mobile app and return the product free of charge. The steps to initiate the return process for couriered products are as follows:

Within 14 days of receiving your product, go to the “My Orders” section on our website or mobile app.
In the “My Orders” page, click the “Return Product” button next to the order you wish to return, select your reason for return, and submit your request.
Note the return code and the courier company shown on the screen. The generated return code will be valid for 7 days. If you do not use the return code within 7 days, you will need to create a new code.
Take the product, along with all accessories and original packaging, to the nearest branch of the specified courier company to send it back free of charge.
Your return will be processed within 2 business days after the product reaches our partnered seller, and the refund will be issued within 1-10 business days after the return is approved. You will be notified of your refund via SMS and email.

*The return shipping cost will be borne by the customer for returns that are not sent with a return code.

**After returning the product, you may be asked to provide your return code. To avoid any issues, please keep your return code.

When I return or cancel my order, when will the refund be processed?

For orders paid by card, the refund will be processed to your bank on the same day the return or cancellation is approved, and a refund receipt will be sent to you via email. Once you receive this email with the receipt, it means the refund has been successfully processed by Çiçeksepeti.com to your bank. The refunded amount will appear on your card within 1-10 business days, depending on your bank.

If you cancel your order on the same day it was placed, your bank may cancel the payment transaction. In this case, it is normal for the refunded amount not to appear in your card transactions. You can check your card balance to track the refund.

For orders paid via bank transfer (Havale-EFT), the refund will be processed to your account within 1-10 business days after the return or cancellation is approved. To complete this process, you will need to provide the account number where the refund should be sent.

If you return the product via cash on delivery (COD), the return will be processed after the product is returned to the seller. The estimated return time for the product from the courier is 1-3 business days.

What is your return policy?

You can return the product you purchased within 14 (fourteen) days after receiving it by clicking the “Return Product” button in the “My Orders” page, in accordance with the specified conditions.

The return code provided to you will be valid for 7 days. If you do not use the return code within 7 days, you will need to generate a new one.

For the return to be accepted, the product must be in its original packaging, unused, and not damaged due to misuse.

Customized products, single-use products (e.g., digital products), products with prices determined by the stock market (gold, diamonds, silver, etc.), perishable or risk of expiration products (e.g., cakes, cheesecakes, food products, flowers, etc.) are not eligible for return.

To return electronic products within the right of withdrawal, the packaging must remain unopened. If the packaging is opened, the product must undergo a technical service inspection in order to be returned. The technical service review process takes 1-30 business days after the product is delivered to the service or seller.

Electronics such as refrigerators, washing machines, televisions, and heaters that require installation will not be eligible for return unless opened with the assistance of an authorized service.

For hygiene and health reasons, returns of products like lingerie, beachwear, socks, earrings, hair accessories, perfumes, and cosmetics will only be accepted if the protective seal, tape, or packaging has not been opened.

Returns of audio or video recordings (DVDs, CDs, tapes, etc.) and printed products (books, magazines, etc.) will be accepted only if the packaging has not been opened, the product has not been tried, damaged, or used.

If you encounter any issues with the product or your order, you may submit your complaint within the specified legal time frame after the product is delivered to you. We will carefully review your request in line with our high customer satisfaction policy.

Can I exchange an item?

Yes, you can exchange an item for a different size or color. Please contact our customer support team for assistance.