Orders and Shipping
You can place orders from anywhere in Türkiye. Our shipments are delivered to locations within the service coverage areas of our contracted carrier, DHL eCommerce.
To find out whether your address is within the delivery area, please contact DUNA Customer Service before placing your order.
All products offered for sale on our website are held in stock.
Orders placed by 16:30 on weekdays or by 12:30 on Saturdays are handed over to the carrier on the same day.
Orders placed after these times, on Sundays or on public holidays are handed over to the carrier on the next business day.
Our shipments are handled by our contracted carrier, DHL eCommerce.
If you would like to modify or cancel your order, please contact DUNA Customer Service as soon as possible.
Modification and cancellation requests are evaluated according to the order’s preparation and dispatch status. If the order has not yet been handed over to the carrier, the necessary changes may be made where the processing status permits.
Orders that have already been handed over to the carrier may no longer be modified or cancelled. In this case, you will be informed about the applicable return process.
To help us review your request promptly, please provide your order number.
For orders of TRY 3,000 or more, the shipping cost is covered by our company.
For orders below TRY 3,000, the shipping cost is calculated based on the total volumetric weight of the products in your cart and our contracted carrier’s applicable rates. The calculated shipping cost is added to the order total.
When your order arrives, carefully inspect the outer packaging before confirming receipt.
Check the package for dents, tears, moisture, signs of opening or impact damage.
If the package is damaged, ask the carrier to prepare a Damage Assessment Report before confirming receipt.
Take photographs of the damaged package and its shipping label.
If you also identify damage to the product, decline delivery and return the package to the carrier together with the completed report.
Even if the outer packaging appears undamaged, open the package in the presence of the carrier whenever possible and inspect the products. If you notice any damage after delivery, do not use the product. Retain the packaging and contact DUNA Customer Service as soon as possible with your order number and photographs showing the damage.
When receiving your shipment, inspect the outer packaging. If the package shows dents, tears, moisture or signs of impact, inform the carrier and ask them to prepare a Damage Assessment Report.
Whenever possible, open the package in the presence of the carrier and inspect the products. If the product is damaged, take photographs of the package, product and shipping label, then decline delivery and return the shipment to the carrier.
If you notice the damage after delivery, do not use the product. Retain the product packaging, box and shipping label, and contact DUNA Customer Service as soon as possible with your order number and photographs showing the damage.
A Damage Assessment Report helps us process your request more quickly. Claims concerning damage discovered after delivery will be assessed separately based on the information and documents provided.
