Shipping Policy
Last updated: September 1, 2026
Sitrini ships orders from Istanbul, Turkey, to all countries where shipping service is available.
Order Processing Time
Ready-to-ship products:
Ready-to-ship orders are processed within 2 to 3 business days before being handed over to the shipping company.
Custom orders:
Custom-designed or modified products require a processing time of 7 to 10 business days before shipping, which may vary depending on design details and required materials.
Business days do not include weekends and public holidays.
Delivery Time
Expected delivery time typically ranges from 7 to 10 business days after the order is handed over to the shipping company.
Delivery time is an estimate and may vary depending on:
* Destination country and city.
* Customs procedures in the recipient's country.
* Shipping company workload, seasons, and holidays.
* Weather conditions or circumstances beyond our control.
* Accuracy of shipping address and contact information.
For custom orders, the total estimated time is 7 to 10 business days for processing, plus 7 to 10 business days for shipping.
Shipping Cost
* Free shipping for orders valued at $50 USD or more.
* Shipping cost is $10 USD for orders valued under $50 USD.
The order value eligible for free shipping is calculated after applying discounts and does not include customs duties or taxes that may be imposed upon arrival.
Shipping Company
International orders are often shipped via Aramex, and we may use an alternative shipping company when necessary, depending on the destination country and service availability.
The selection of a specific shipping company is not guaranteed, and we reserve the right to choose the most suitable carrier to ensure order delivery.
Order Tracking
After the order is shipped, the tracking number will be sent to the customer via the contact information registered in the order.
It may take some time for the tracking link to be updated by the shipping company.
If no new movement appears on the tracking number for several business days, please contact us so we can follow up with the shipping company.
Customs and Taxes
The destination country may impose customs duties, import taxes, VAT, or clearance fees upon shipment entry.
These fees are not included in the product price or shipping cost and are borne by the customer upon arrival, unless we explicitly state in writing before placing the order that they are prepaid by us.
Fees and regulations vary from country to country, and we cannot determine their value in advance. We advise customers to consult the relevant customs authority in their country to determine potential fees.
In case of refusal to pay customs fees, non-receipt of the shipment, and its return to us, shipping, return, and customs fees or charges incurred on the shipment may be deducted from the refunded amount, to the extent permitted by law.
Shipping Address
The customer is responsible for entering the correct and complete name, address, phone number, postal code, and shipping information.
If you discover an error in the address, please contact us as soon as possible and before the order is shipped.
After the order is handed over to the shipping company, we may not be able to modify the address. The customer may be responsible for any additional fees resulting from an incorrect or incomplete address or reshipment.
Shipping Delays
We strive to ship orders within the stated timeframes, but delays may occur due to customs, shipping companies, or circumstances beyond our control.
We are not responsible for delays caused by the shipping company, customs, or force majeure, while committing to assist the customer in tracking the shipment and providing available information.
Damaged Shipments
Please inspect the shipment and product immediately upon receipt.
If the order arrives damaged or the packaging shows clear damage, please contact us within 3 days of receipt, providing:
* Order number.
* Clear photos of the outer packaging.
* Photos of the damaged product.
* Photo of the shipping label.
We will review the situation and contact the shipping company, then provide a suitable solution according to the review result and our return and refund policy and legal rights.
Lost Shipments
If the order exceeds the estimated delivery time or tracking updates stop, please contact us so we can open a follow-up request with the shipping company.
A shipment is considered lost after official confirmation by the shipping company. After confirmation, the situation will be handled by replacement or refund according to the circumstances and legal rights.
Shipments Marked as Delivered
If tracking shows that the shipment has been delivered but you have not received it, please:
* Check with household members or reception staff.
* Review the delivery location indicated in the tracking.
* Contact the shipping company directly.
* Notify us as soon as possible to help you submit a follow-up request.
No refund or replacement can be issued before the shipping company's investigation is complete and the loss of the shipment or an error in delivery is confirmed.
Orders Returned to Sender
A shipment may be returned to us due to an incorrect address, no response to the shipping company, non-receipt of the order, or non-payment of required fees upon arrival.
In these cases, the order can be reshipped after payment of new shipping costs and any additional incurred fees, or a refund can be processed after deducting the actual costs we incurred, to the extent permitted by law.
Modification of Shipping Policy
We may update the shipping policy when shipping companies, prices, delivery areas, or operational procedures change.
The updated version will be published on this page with the "Last updated" date modified.
Contact Us
For any inquiries related to shipping or order tracking, please contact us via:
Legal Name:
LAPİS İÇ VE DIŞ TİCARET LİMİTED ŞİRKETİ
Email:
sitrini0a@gmail.com
Phone Number:
+90 551 476 37 84
Address:
CUMHURİYET MAH. D-100 KARAYOLU CAD. ADM KONAKLAMA OUTLET PARK AVM NO: 374 İÇ KAPI NO: 64
BÜYÜKÇEKMECE / İSTANBUL
TÜRKİYE