DEĞERLİ / AFTER-SALES SUPPORT
Return an Item?
Need to return or exchange a piece? Here is everything you need to know, from contacting us to the inspection and completion of your request, in four simple steps.
For standard gold jewellery, you may request a return or exchange within 14 days of delivery.
For confirmed return shipments, use our customer code 1216075785. If a branch cannot accept your parcel, you can get in touch with us on WhatsApp.
We examine the item and complete an eligible return or exchange once its condition has been confirmed.
01 Returns and exchanges in four steps
Contact options
You can submit a return or exchange request through My Orders, by email or on WhatsApp. Sharing your order number will help us assist you.
Shipping details
For approved returns via Yurtiçi Kargo, you can share our customer code 1216075785 at the branch. If the branch cannot accept your item, you can message us on WhatsApp and we will help arrange an alternative.
Item inspection
We assess the received item according to the nature of your request and the applicable terms.
Refund or exchange
Where the conditions are satisfied, we complete the refund or exchange and inform you of the outcome.
For items covered by the statutory right of withdrawal, a written notice sent within the applicable period is sufficient; no prior approval is required.
02 Return and exchange conditions
Standard gold jewellery purchased from Değerli may be returned or exchanged where a request is made within 14 days of delivery and the item remains unused, undamaged and fit for resale.
Different conditions apply to personalised or specially made jewellery and to items such as earrings or piercings whose hygiene seals have been opened. Selecting a standard size or colour does not, by itself, make an item personalised.
For full details, see our Cancellation, Returns & Exchanges Policy.
03 How should I send my return?
After submitting your return or exchange request, you can use the following details for shipments approved by Değerli and accepted by the carrier.
For an approved return via Yurtiçi Kargo, you can share this code at the branch. It identifies Değerli's shipping account; acceptance remains subject to the carrier's transport conditions.
- You can pack the item securely to help protect it in transit and include its certificate and accompanying pieces, if available.
- If the branch asks only for the general product category, you may describe it as an “accessory”. If the carrier asks specifically whether it contains gold or other precious metals, accurate details should be provided. If the branch cannot accept the parcel, you can keep the item with you and contact us on WhatsApp for help with an appropriate alternative.
- It may be helpful to keep your dispatch receipt or tracking number. You can also share it with us through My Orders, email or WhatsApp so that we can follow the return with you.
- Where a shipping charge applies to our additional return/exchange option, we can inform you of the amount before dispatch. Your statutory consumer rights remain unaffected.
04 When will I receive my refund?
Değerli's additional return option
Once the item has been inspected and found eligible, we normally complete the refund process within 7 business days. The refund is based on the net amount actually paid for the item at purchase.
Statutory right of withdrawal
For eligible items, the statutory refund period is 14 days, calculated from handover to the carrier specified in the pre-contract information, or from our receipt of the item if another carrier is used. For withdrawal before delivery, the period starts upon receipt of notice.
Refunds are made through a method compatible with the original payment method. The date funds appear in your account may depend on your bank's processing times.
05 Frequently asked questions
Can I exchange a gift?
Yes. Once the original purchase has been verified, we assess the exchange request based on the item's condition and the applicable terms.
What if my item is defective or incorrect?
You can get in touch with us using your order number. Your statutory remedies for defective, missing or incorrectly delivered goods are separate from the additional 14-day return conditions.
Can discounted items be returned?
A discount alone is not a reason to deny a return. Pre-disclosed campaign, voucher and gift conditions may apply.
How is an exchange price difference calculated?
We use the amount originally paid for the returned item and the current sale price of the replacement. Any difference is explained before the exchange.
06 Contact us
Including your order number and a brief description of your request will help us assist you more quickly.
Full terms: Cancellation, Returns & Exchanges · Distance Sales Agreement. Nothing in this guide limits consumers' mandatory legal rights.