At Dekolte.com.tr, customer satisfaction is our priority. Due to the special nature of evening gowns, we have carefully defined our returns and exchanges procedures to ensure hygiene and product safety. This policy has been prepared in compliance with all applicable regulations, particularly Law No. 6698 on the Protection of Personal Data (KVKK) and the Regulation on Distance Contracts.

1. Right of Withdrawal and Returns

In accordance with the Regulation on Distance Contracts, you may exercise your right of withdrawal and return products purchased on Dekolte.com.tr within 14 days from the date of delivery.

For the return right to be valid, the following conditions must be met:

The product must not be used, washed, or altered in any way.
The “Dekolte Ribbon” security tag attached to the product must not be removed or damaged. This ribbon is attached in a way that does not prevent trying on; however, if removed, the product is deemed used and the return will not be accepted.
The product must be returned in its original packaging, with all tags and accessories intact.

These rules are mandatory to ensure hygiene and product safety. The security ribbon procedure is designed to prevent use of the product prior to return.

2. Exchange Conditions

If the evening gown you purchased does not fit, is not preferred, or you wish to change color/model, you may request an exchange subject to stock availability.

To request an exchange:

Contact our customer service within 7 days from the delivery date.
The product must be unused, tags intact, and the Dekolte Ribbon security tag must be unbroken.
The product sent for exchange will be inspected by our quality control team; once approved, the requested size or model will be shipped. If the requested item is out of stock, a refund may be issued.

3. About the Security Ribbon and Its Importance

The Dekolte Ribbon is a security tag designed to prevent wearing and damaging evening gowns prior to return.

It does not prevent you from trying the product at home; however, once cut or removed, it cannot be reattached.
Products with a removed, damaged, or detached ribbon are not eligible for returns or exchanges.
This practice is mandatory to protect both hygiene and the resellable condition of our products.

4. Return & Exchange Procedure

To initiate a return or exchange, please email [email protected] or contact our customer service. Instructions will be provided after your request is approved.

Send the product via courier together with the invoice, in its original box and protective packaging.
In cases of wrong item or defective product, all shipping costs are covered by our company. In other cases, shipping costs are the customer’s responsibility.
Once the product arrives at our warehouse, it undergoes quality control. The ribbon and the product’s hygienic/unused condition are thoroughly checked.
Approved refunds are processed to your original payment method within 10 business days.

5. Cases Not Eligible for Returns or Exchanges

Products with the ribbon cut, removed, or damaged
Products that are used, washed, altered, or damaged
Custom-made or special-order products
Complementary items that are non-returnable for hygiene reasons such as lingerie, accessories, shawls, and belts

In such cases, the customer will be informed and the item will be returned collect on delivery without a refund/exchange.

6. Your Legal Rights & Contact

The terms set out in this policy do not limit your rights granted under the Law on the Protection of Consumers and other applicable legislation.

For any requests or questions, please contact [email protected].