Frequently Asked Questions

How can I place an order?

Choose the item you like, select any available colour, size and other options, and add it to your cart. Proceed to checkout and complete your delivery and payment details to place your order.

How can I track my order?

Sign in to your account on our website or mobile app and visit “My Orders” to see your order status and shipment tracking. If you ordered as a guest, follow the updates sent by SMS. If you cannot access the tracking details, contact us through our WhatsApp support line.

Which payment methods can I use?

You can shop on our website using credit cards, debit cards or bank transfer/EFT. The normal number of instalments is three, although banking regulations limit instalments for some customers.

Can I pay by credit card in instalments?

Instalment options are available for credit cards from participating banks, subject to legal limits. Enter your card details at checkout to see the available options.

Do you offer cash on delivery?

Cash on delivery is not available because of security procedures for transporting jewellery and valuables. You can pay securely on our website by credit card, debit card or bank transfer/EFT.

How can I cancel my order?

Contact our customer service team to request cancellation before your order is dispatched. If it is cancelled, your refund will be credited to your card within the legally required period, depending on your bank.

Can I buy an item I saw online in your store?

Yes. You can also buy items you like on our website in our store, and request that we source or reserve items that are not in stock. We recommend sharing the product code via WhatsApp before visiting to confirm availability.

When will my order be dispatched?

Items in stock are handed to the carrier within 1–3 business days. Special-order items that are not in stock are made for your order, with delivery within a maximum of 15 business days.

How much does shipping cost?

All orders placed on our website are shipped free of charge with insurance.

Will my order be shipped safely?

All orders are shipped with insurance under Değerli Kuyumculuk’s responsibility. We remain responsible until the item is delivered to you.

What should I check when receiving my delivery?

In rare cases, items may be damaged in transit. Please check that the package is not crushed, torn or wet. If it is, do not accept the delivery and ask the courier to prepare a damage report.

Do you ship internationally?

Yes, we ship internationally with DHL. Please select DHL as your shipping method at checkout. Any customs charges are the recipient’s responsibility.

Can I collect my online order from your store?

Yes. If you would like to collect your online order from our store, please contact us via WhatsApp so we can arrange your order and collection time together.

What should I do if my order is lost in transit or not delivered?

If your order has not arrived or there is a problem with the tracking updates, contact us via WhatsApp with your order number. We will first investigate with the carrier and then share an appropriate solution based on the outcome.

How do returns and exchanges work?

After submitting a return request on our website within the return period, send the item back unused and undamaged, with its product box, certificate and shipping box, as it was sent to you. You can hand it to Yurtiçi Kargo using code 1216075785. Please see our Cancellation and Return Conditions page for details.

How long is the return period?

For eligible products, you can request a return within 14 days of receiving your order. Please see our Cancellation and Return Conditions page for exceptions, including personalised items, and details of the return process.

Which items cannot be returned or exchanged?

Items made to a custom size or personalised at the customer’s request cannot be returned or exchanged. This includes rings, bracelets, necklaces and bangles made in non-standard sizes, as well as items with names or dates engraved or made to order. This condition applies to all product types made to non-standard measurements, not only rings. Please see our Cancellation and Return Conditions page for details.

When will I receive my refund?

Once the returned item reaches our team and passes quality control, the refund will be sent to the card used for payment within 3–7 business days.

Can you resize a ring if it does not fit?

For standard, non-personalised items, the first resizing after delivery is performed free of charge by our specialist workshop.

Can I exchange an item I received as a gift?

You can request an exchange for a gift. Even if more than 14 days have passed beyond the standard exchange period, your request will be assessed separately according to the item’s condition and exchange terms. Contact us via WhatsApp with the purchase details. Different conditions may apply to items made or altered for an individual.

What karat gold are your products made from?

All our products are made from 14K gold; they are not plated.

Can product weights vary?

The weights stated in product descriptions are averages. Items may be up to 10% heavier or lighter than the stated weight. If your item is more than 10% lighter than the stated average, we refund the difference for the missing weight.

What stones do you use in your products?

For items whose descriptions do not specify a stone, the stone used is zircon. If you would like to purchase the same item with a diamond, please contact us via WhatsApp.

Are products sent with a certificate?

Yes. All our products are sent with a certificate.

What colour is the gold in your products?

If no colour option appears on the product page, the item is yellow gold. For items with colour options, the selected colour is prepared as the original colour of the metal.

Can you change the gold karat of a product?

All our products are 14K gold. Unfortunately, we do not work in other karats.

How can I find my ring size?

You can have your ring size measured by a jeweller or use the “How to Measure Your Ring Size?” help window on the ring product pages on our website. The link opens an example ring page; click the relevant link on that page to see the measurement window.

How should I store and care for my gold jewellery?

We recommend storing gold and diamond jewellery in its original box when not in use, keeping it away from chemicals such as perfume and cream, and cleaning it gently with a soft cloth.

A stone has fallen out or my item needs maintenance. What should I do?

All our products are covered by warranty. You can send us your item, together with its certificate, if a stone has fallen out or it needs maintenance. After inspection, stone replacement and maintenance will be carried out free of charge or on favourable terms, and the item will be returned to you safely.

Can I exchange gold jewellery I bought for a different design years later?

Yes. You can exchange gold jewellery purchased from Değerli Kuyumculuk for a different design even years later. The exchange value is calculated at 60% of the item’s current selling price at the time of the transaction. You can complete the exchange in our store or by post. An offer is valid only when made; the amount is finalised once you choose a new item and complete the transaction. If the transaction is postponed, it will be reassessed using current prices. For items sent by post, the offer is made after we receive and inspect the item.

Can I sell back gold jewellery I bought?

Yes. You can sell back gold jewellery purchased from Değerli Kuyumculuk even years later. The cash value is determined by the item’s characteristics and current gold market conditions at the time of the transaction. Cash buyback pricing differs from an offer to exchange for another item and may be lower. You can complete the transaction in our store or by post. Contact us via WhatsApp for details.

What should I do if my chain breaks or my jewellery clasp fails?

For a broken chain, faulty clasp or similar problem, contact us via WhatsApp with the product code and, if possible, a photo. After inspecting your item, we will explain the available repairs and whether they are free or chargeable.

What should I do if my jewellery is scratched or changes colour?

For scratches or colour changes caused by wear, maintenance, polishing or plating on suitable items may be considered. The available treatment and any charge will be determined after inspection. Contact us via WhatsApp with a photo and the product code.

What should I do if I lose my warranty certificate?

If you lose your certificate, contact us via WhatsApp with your order or purchase details. We can access the product information through your purchase record. We do not issue a replacement physical certificate, but can send an image of the certificate information on request.

Can items be sent as gifts?

Yes. You can send your order to a different delivery address, add a gift note and request special gift wrapping. If you need help choosing a gift, you can use the Gift Wizard on our website. The link opens our home page, where you can use the Gift Wizard window.

Are prices or an invoice included in a gift package?

No. For orders marked as gifts or sent to a different delivery address, an invoice showing prices is not included in the package. Your invoice is sent digitally by email as an e-archive invoice.

Do you offer custom sizes, engraving or personalisation?

We offer free personalisation options such as engraving a name or date inside a ring or adjusting the length of a bracelet or chain. You can specify your request in the order notes.

Can you change the colour of a stone?

Yes, we can change the colour of stones in our products. Before ordering, we recommend contacting us via WhatsApp with the product code to confirm that your chosen colour can be used on that model.

Can you change the colour of the metal?

We can change the colour of all our products through plating. However, preparing the item in a different natural gold colour instead of plating may not be possible for every model. Before ordering, please send us the product code via WhatsApp to confirm whether your preferred option is available.

Does personalisation affect delivery time?

Yes. Non-standard sizes, engraving or other personalisation may increase preparation and delivery time. Please contact our WhatsApp support line before ordering for a precise estimate for your requested work.

Can I shop without creating an account?

Yes. However, we recommend creating an account so you can track orders, easily request returns or exchanges, and review your past orders.

Can I update my account details?

Yes. Sign in to your account to edit your details and change your address.

When are my Değerli Points credited and how long are they valid?

Points earned from purchases are automatically credited to your account once your order status changes to “Completed”. You can see your balance under My Account > Points. You can use your points on purchases within 365 days (one year) of the date they are credited, subject to the applicable terms.

I lost the coupon code from the weekly wheel. How can I find it?

After registering, you can find it under My Coupon Codes in your account. The wheel can be used once a week, so the coupon expires after one week.

How do I use the first-purchase discount coupon?

Download the Değerli mobile app and sign in to your account. Enter App10 in the coupon code field in your cart to receive 10% off your first purchase. The coupon is not valid on discounted products.

When is my birthday coupon issued and how can I use it?

Your birthday coupon is added to your account six days before your birthday and is valid for 10 days from the date it is issued. Find the code under My Account > My Coupon Codes. The birthday coupon cannot be combined with other promotions or discounts.

I forgot my password. What should I do?

Click “Forgot Password” on the sign-in page to have a password reset link sent to your registered email address.