HELP

FAQ

Here you can find our answers to commonly asked questions.

Membership

How do I become a member?

Click “Login/Register” button on the top of the page. Fill in the form to complete registration. You may also register with your Facebook account. Membership is free of charge.

Why should I register?

Once you register and become a member, you can:

  • Track your current and past orders easily,
  • Be the first to know the news, opportunities, and promotions,
  • Benefit the special discounts.

Is it possible to shop online without becoming a member?

Yes, you can shop as a guest without registration. We highly recommend you to register to take advantage of the benefits and opportunities exclusive to our members.

What happens if I forgot my password?

When you forgot your password, click “I forgot my password” link on the registration/login page. Enter your e-mail address you used for registration. Password reset link will be sent to your address. Your new password should be 6-8 characters in length.

How do I change my password?

Login with your e-mail address and password. Go to “My Account” menu and click “My Profile”. Click “Change Password”, and fill in the old and new password fields to set a new password.

How do I update my account information?

Login with your e-mail address and password. Go to “My Account” menu. Under “My Profile” link you can update your account information.

How do I update my address?

Login with your e-mail address and password. Go to “My Account” menu. Under “My Addresses” link you can view and edit your addresses or add new ones.

How do I cancel newsletter, promotions and SMS membership?

Login with your e-mail address and password. Go to “My Account” menu. Click “My Memberships”. You can cancel your membership by unchecking the box near “I want to receive newsletters, promotions and SMS”.

How do I sign up for newsletter, promotions and SMS?

To sign up only for newsletter and promotions, you can submit your e-mail address to the field below our newsletter section on the bottom of the page.

To sign up for newsletter, promotions and also SMS, on the registration form you may check the box near “I want to receive newsletters, promotions and SMS. Newsletters and promotions are sent to your e-mail, while SMSs are sent to your mobile phone number you defined on your profile. You can cancel or restart your membership whenever you want.

When you wish to start your newsletter, promotions and SMS membership after registration, go to “My Account” menu. Check the box near “I want to receive newsletters, promotions and SMS.” located under “My Memberships”.

How do I withdraw my membership?

To withdraw your membership, you can call our Customer Care at 0850 208 71 71 weekdays between 08:00 – 22:00, weekend between 08:00 – 22:00.

Orders

How can I shop online?

To shop online:

  • Add the items you want to purchase to your shopping bag.
  • To purchase the items in your shopping bag, click “Shopping Bag” on the top right of the site. Click “Check Out”. You may also continue by clicking the “Check Out” button on the notification window which appears when you add an item to your Shopping Bag.
  • If you registered before; login with your e-mail address and password. If you logged in before this step, you will automatically be directed to the next step.
  • If you have not registered yet, click “Register”, and fill in the form to become a member. You may shop online without registering by clicking on the “Continue without “Registration”. You may also click “Facebook Login” to continue shopping with your Facebook account.
  • You can complete your purchase by filling in your address and credit/ATM card information.

How do I track my order?

If you ordered by logging in:

  • Go to “My Account” page and click “My Orders”. You may view the status of all of your current and past orders. You may click “Detail” near the orders to see more information about your purchase.

If you ordered without logging in:

  • Click “Order Tracking” located under “Help” headline on the bottom of the page. Enter your order ID number wither with your e-mail address or your mobile phone to check your order status.

Can I add an item to an existing order?

It is not possible to add an item after you place your order.

Can I cancel an item/items in my order?

If your order is not shipped, you can cancel your order. After shipping you cannot cancel, but you can return your products once you receive them.

To cancel an item/items in your order :

  • Go to “My Account” page. Under “My Orders”, you can check out the status of your order.
  • If the status of your order is “Preparing”, by calling our Customer Care at 0850 208 71 71 weekdays between 08:00 – 22:00, weekend between 08:00 – 22:00, you may cancel your order.
  • If the status of your order is “Shipped”, you cannot cancel the order. However, after receiving you can return the products via MNG Kargo free of charge.

After your cancellation or return is confirmed, within 30 days we acknowledge your card issuer on the amount to be refunded to your credit / ATM (debit) card you used for your purchase. If you purchased via credit card, the amount will be reflected in your card statement depending on the refund procedure of your card issuer. If you chose installment options for your purchase, your card issuer may refund the total amount as installments. If you purchased via ATM (debit) card, the amount will be issued to the related account.

If you have trouble, you can contact us via our Contact Form or e-mail address: info@koton.com.tr, stating your order ID number and reference numbers of the items to be returned. You can also call our Customer Care at 0850 208 71 71.

Can I combine my orders?

It is not possible to combine different orders.

Do you ship internationally or to TRNC?

Sorry, it is not possible for us to ship internationally for now.

Shipping and Delivery

How much does the delivery cost?

Delivery fee is 5,99 TL for all orders. Delivery is free when your total basket amount is above 125 TL.

Which shipping company do you work with?

Your order shipped via MNG Kargo.

How long does delivery take?

Orders are shipped within 48 hours. Depending on your residential area, shipping company will delivery your order within 2-5 working days. Orders placed in weekends or bank holidays are shipped in the following 3 working days.

Can I track my shipment?

After your order is shipped, you can track the status of your delivery.

If you are a member, after logging in, you can view the status of your shipment via “Shipping Details” link located under “My Orders” in “My Account” page.

If you purchased without registration or logging in, you can click on “Order Tracking” link on the bottom of the page and view the status of your delivery.

Can somebody else accept my delivery?

A family member can sign and accept your delivery.

What happens if I miss the delivery?

You will get a note in your letterbox to arrange redelivery or to collect your delivery in the closest branch of the delivery company. If you do not receive the note, you can contact with our Customer Care at 0850 208 71 71.

Do you have an option to add gift package and gift note ?

While making payment in your shopping cart, you could choose the gift pack and the gift note which you could write your own writing

Do you ship internationally or to TRNC?

Sorry, it is not possible for us to ship internationally for now.

Can I change my delivery address after placing an order?

Check your order status under “My Orders” link located in “My Account”. If you purchased without registration or logging in, you can use “Order Tracking” link on the bottom of the page.

If the status is “Preparing”, you can call our Customer Service at 0850 208 71 71 and change the delivery address. If your order status is “Shipped”, you can call MNG Kargo Call Center at 444 06 06 for help.

Can I change the recipient name after placing my order?

Check your order status under “My Orders” link located in “My Account”. If you purchased without registration or logging in, you can use “Order Tracking” link on the bottom of the page.

If the status is “Preparing”, you can call our Customer Service at 0850 208 71 71 and change the recipient name. If your order status is “Shipped”, you can call MNG Kargo Call Center at 444 06 06 for help.

What happens when items are missing/mistaken/damaged?

Cut the return slip on the backside of your invoice. Fill in the return slip and send your parcel to the address below free of charge via MNG Kargo:

Orta Mah. Öztaş Sok. Logipark F Blok TR-34959 Tuzla/İstanbul

After your return is confirmed, within 30 working days we acknowledge your card issuer on the amount to be refunded to your credit / ATM (debit) card you used for your purchase. If you purchased via credit card, the amount will be reflected in your card statement depending on the refund procedure of your card issuer. If you chose installment options for your purchase, your card issuer may refund the total amount as installments. If you purchased via ATM (debit) card, the amount will be issued to the related account.

What happens if the shipping company has no branch in my town?

Your order is kept for you in the nearest MNG Kargo branch. MNG Kargo contacts you to collect your order.

Can you ship faster?

Your orders are shipped within 48 hours. We do not offer faster shipment alternatives.

Payment Options

What kinds of payment methods do you accept?

We accept the following forms of payment:

  • Visa
  • MasterCard
  • ATM / Debit

Is my privacy and personal information secure on your site?

The security of online purchases is fundamental. All transactions are performed through secure payment systems. Confidential payment details are transmitted directly in encrypted format (SSL) to the entity.

We have GlobalSign SSL certificates and the safety certificates for online transactions.

Which credit cards are accepted?

We accept payments via all MasterCard and Visa. Payments via American Express are not accepted.

Which credit cards provide installment options?

All major credit cards are accepted on our website. Only cards issued under HSBC, Akbank, Garanti Bankası, Finansbank, İş Bankası, Yapı Kredi Bankası and Halkbank can be used to pay by installments.

How can I pay with my credit card?

On checkout page, fill in your Credit card number, expiration date and security code (CVC2) and click “Pay Now” button. You will be notified after you complete the payment. Also you will receive an e-mail about your order details.

How can I pay by installments with my credit card?

You can view installment options your card issuer offers after entering your credit card number.

You can select the installment option you want, and continue by clicking “Pay Now” button.

Which ATM/Debit cards are accepted?

Only ATM / Debit cards issued under Garanti Bankası, Akbank, Halkbank and İş Bankası are accepted on our website. Please make sure that your card is able to support online payment.

Is there any installment option for ATM/Debit cards?

It is not possible to pay by installments with your ATM / Debit Card.

I am getting “payment not authorized error”. What should I do?

If your payment was not authorized please make sure that:

  • Your card is available for online payment,
  • Your card limit is available for payment,
  • The information you entered (card number, expiration date, CVC2) is true,

For other issues, please contact your bank.

Can I use my credit card or ATM / Debit bonuses for payment?

Credit card and ATM / Debit bonuses can not be used during payment.

Is sales tax included in the prices?

Yes. All the prices you see on our website include sales tax.

Online Shopping Help

How can I search products online?

The products are listed under New, Women, Men, Girls, Boys, Accessories and Outlet headlines. You can click on any of these headlines, you can view and go to the product categories you are looking for. After you click to a product category, you can change or narrow the listed items by using the filters on the left side of the page.

You can also use the search bar on the top of the page by entering keywords, and view related products.

On the top of the page, you can click on our brands to visit brand pages.

How can I add items to my shopping bag?

First choose a color and size of the product. You can use Size Chart link for help on the size. Then click “Add to Basket”. You will be notified that the item is added to your basket. Now you may continue to view other products or you may go to your basket and check out.

You can always click “Shopping Bag” icon on the top right of the site to view the items in your bag.

How can I purchase items in my shopping bag?

You can follow the instructions below to purchase the items in your shopping bag:

  • Click “Shopping Bag” on the top right of the site. Click “Check Out”. You may also continue by clicking the “Check Out” button on the notification window which appears when you add an item to your Shopping Bag.
  • If you registered before; login with your e-mail address and password. If you logged in before this step, you will automatically be directed to the next step.
  • If you have not registered yet, click “Register”, and fill in the form to become a member. You may shop online without registering by clicking on the “Continue without Registration”. You may also click “Facebook Login” to continue shopping with your Facebook account.
  • You can complete your purchase by filling in your address and credit/ATM card information.

How can I register and shop?

When you click “Check Out”, login/register page opens. You can also shop without registering by clicking “Continue without Registration”. However, we recommend you to register for taking advantage of the benefits and opportunities exclusive to our members.

How can I define my delivery address?

When you click “Check Out” and register to our site, in the next page you are asked to define your address by filling the “New Address” form. You can define more than one address to be saved in your profile.

If you have already registered and defined your addresses before, during check out, you can select among your addresses, edit them or add a new address.

If you click “Continued without Registration”, you are asked to define your address in the following page.

Do you provide installment options?

You can view installment options your card issuer offers after entering your credit card number.

You can select the installment option you want, and continue by clicking “Pay Now” button.

How will I be informed that my order is placed?

You are notified after you complete the payment. Also you get an e-mail about your order details.

How long do the items stay in my shopping bag?

The items stay in your bag until you purchase them. However, since we do not reserve the items in your bag, items may be purchased by other customers and become out of stock.

How can I use my coupons?

When you add the items you want to purchase to your shopping cart, and go to your cart, on the bottom you can view the “Promotion Code” and “Discount Coupon” fields.

If you have a promotion code, you can enter the code in the “Promotion Code” field and click “Apply”.

If you are logged in as a member and have a discount coupon linked to your account, you can select the coupon you want to use under “Discount Coupons” and click “Apply”.

The discount will be reflected to your total shopping cart amount.

Return and Refund

How can I return a product/products?

Cut the return slip on the backside of your invoice. Fill in the return slip and send your parcel to the address below free of charge via MNG Kargo:

Orta Mah. Öztaş Sok. Logipark F Blok TR-34959 Tuzla/İstanbul

How many days do I have before returning the item?

If you are not satisfied with your products, you have 30 days to return items.

When do I get my refund?

Upon receiving your parcel, if items are eligible for return, you get your refund within maximum 30 working days.

After confirming your return, within 30 days we acknowledge your card issuer on the amount to be refunded to your credit / ATM (debit) card you used for your purchase. If you purchased via credit card, the amount will be reflected in your card statement depending on the refund procedure of your card issuer. If you chose installment options for your purchase, your card issuer may refund the total amount as installments. If you purchased via ATM (debit) card, the amount will be issued to the related account.

If you have trouble, you can fill in our Contact Form or e-mail address: Mim@koton.com.tr. You can also call our Customer Care at 0850 208 71 71 weekdays between 08:00 – 22:00, weekend between 08:00 – 22:00.

What is your return policy?

Your items are eligible for return as long as they provide the conditions below:

  • Items are accepted for return within 30 days after delivery.
  • Items must be proper and unworn.
  • Items must have brand and price tags in their original condition.
  • Shoes must not be worn outside and must be in new condition.
  • For hygiene reasons, Koton does not accept return of lingerie, swimsuits, and earrings.

Can I exchange my online purchase in your stores?

You can exchange your online purchases in our stores within 30 days after delivery with your receipt. 

Can I return an item purchased online to your stores?

You can return your online purchases only to our internet store free of charge via MNG Kargo.

You can not return your online purchases to our stores.

Do I have to pay extra for returns?

You can return your online purchases to the address below free of charge via MNG Kargo.

Orta Mah. Öztaş Sok. Logipark F Blok TR-34959 Tuzla/İstanbul