*How can I track my order?
You can track your furnished orders by calling Soupente Customer Services at 0216 366 89 49 or by sending an e-mail to email@example.com. For orders containing other products, an e-mail containing the cargo tracking number will be sent to you when your order is delivered to the cargo company. We work with PTT Cargo to ship your orders; You can also track your cargo by entering your cargo tracking number at www.ptt.com.tr. If you wish, you can get detailed information about your cargo by calling 0216 366 89 49 Soupente Customer Services.
*Where can I ship via Soupente.com?
Furniture products are only sent within Istanbul. For other products, Soupente.com shipping network covers all regions within the country where PTT cargo delivers.
*What are the shipping services and fees?
Large-sized furniture orders that require special delivery are delivered to your address by the Soupente Team, and there is no charge for shipping.
*How long does it take for my order to reach the shipping address?
Delivery times and regions may vary for large-sized product shipments that require special delivery. Soupente Customer Services will contact you and provide detailed information about the shipping time. Your orders containing other products will be delivered packaged to the cargo company within 5 business days at the latest. Cargo shipping times vary depending on the shipping province. If you use delivery options other than standard delivery, delivery times may vary depending on the service you prefer and the delivery time you specify with the cargo company.
*What should I do if my order is delayed?
You can send an e-mail to firstname.lastname@example.org with an explanation of your problem and your phone number, or call 0216 366 89 49 Soupente Customer Services to get the necessary information and support.
*Who can receive my order?
Your order will be delivered to anyone who agrees to receive it at the specified address, upon signing the delivery receipt. If you want to change the recipient after placing your order, if your order has not been delivered to the cargo company, you can get support on this issue from email@example.com or 0216 366 89 49 Soupente Customer Services and make the necessary corrections. If it has been delivered to the cargo company, no changes can be made.
*Can I write the cargo branch in the delivery address?
The cargo company we work with, PTT Cargo, only delivers to the address to ensure the security and qualified tracking of your orders.
*What if the buyer cannot be found at the delivery address?
For large-sized product orders that require special delivery, shipping is rescheduled for another date. For orders containing other products, when the recipient cannot be found at the address, the cargo officer leaves a notification form at the address and visits for the second time within the next business day. If delivery cannot be made once again during this period, your package will be kept at the PTT Cargo branch for a maximum of 6 days, and if you do not come and collect it, your order will be sent back to the Soupente warehouse. To resend your order, please contact us at firstname.lastname@example.org or Soupente Customer Services at 0216 366 89 49. If you do not contact us for your order, your order will be considered as a return after 1 month and your refund will be made to your credit card.
*Can I change the address after placing an order?
You can change the delivery address if your order has not been placed for delivery yet. You can track your order on your My Account>My Orders page. If you wish, you can contact us at 0216 366 89 49 Soupente Customer Services or email@example.com and submit the necessary changes.
*What should I look for when I submit my order?
When you receive your order, the package may not be torn, crushed, wet, etc. You should definitely check if there is a problem. Your orders are sent with their invoices, unless you request otherwise. The invoice or delivery note is sent attached to the package containing your shipment. Please check the existence and accuracy of your invoices. For gift orders, depending on demand, the invoice may not be sent with the order.
*Why should I not accept damaged or suspicious packages?
During the delivery of your order, be sure to check the package before receiving the product. If you detect any deterioration (tearing, bursting, crushing, getting wet, etc.) or suspicious condition in the package, please do not receive it. Ask the relevant cargo officer to keep a damage assessment report and contact Soupente Customer Services as soon as possible. While preparing the damage assessment report, pay attention to the explanations written by the officer in the report.
If you sign and accept such a package or delivery receipt, you eliminate the possibility of detecting damage or loss during transportation. In this case, the cargo company will not be held responsible in any way for what happens to your product during transportation. (If there is even the slightest sign of crushing or opening, insistently ask the officer to keep a report and contact us.)
In order to avoid any problems regarding cargo compensation, we kindly ask you to return the damaged product with the cargo officer who delivered it to you. Keeping a record will help you in the product exchange and return processes. Missing product, wrong product or damaged product notifications made after receiving the cargo may be rejected depending on the examination because there is no record or it was not prepared at the time of first delivery.
*How will my invoices be delivered to me?
Your invoices are sent together with the products you ordered, in a transparent cargo bag attached to the outside of the package containing your shipment. If you wish, you can choose different invoice address and shipping address. To do this, simply enter the address you want your invoice to go to in the billing address section and the address you want your shipment to go to in the delivery address section.
*I did not receive an invoice with my order, what should I do?
Your orders are sent with their invoices, unless you request otherwise. Your invoice is in the transparent cargo bag attached to the outside of the package containing your shipment. If your invoice has not been delivered to you with your order, please ask for your invoice from the cargo officer. If your invoice is not delivered to you, please notify us as soon as possible by keeping a report with the person in charge. In this case, you will be asked to have your invoice from the cargo company. If your invoice cannot be found, we will send you a stamped copy of your invoice.
*How do you package the products?
Your orders are packaged in accordance with the sensitivity of the products. Fragile products are wrapped with special protective paper padding and a special nylon air balloon, placed in an extra box and packaged securely. Thus, the possibility of damage to sensitive products during delivery is minimized. If you wish, you can send your order with a gift package and a personal note. For packages sent as gifts, a delivery note is sent only for the exchange process; The invoice is sent to the billing address you specified.