Frequently Asked Questions
Why should I be a member of the Suud Collection? What are the advantages of being a member?

Suud Collection membership;
  • Online order tracking
  • View order history
  • Be aware of discounts in advance
  • Editing personal information
  • Getting information about new updates
  • Creating a favorite product list
  • Manage Suud Collection wallets and gift certificates

It allows you to take advantage of its privileges.
Can I order without being a member?

You can also order without being a member of Suud Collection. After placing your order, you can track it through the 'Track an Order' section.
I forgot my password, what should I do?

By clicking the forgot password button; If you enter the e-mail or GSM number that you created a subscription to, a password reset link will be sent.
Can I update my membership information?

You can update your contact information from My Account - My Address Book.
Can I delete my Suud Collection membership?

For subscription cancellation requests, if you send an email to [email protected], your request will be processed within 48 hours.
Online Shopping
How can I shop from

After creating your membership or logging in, you can start shopping immediately. After adding the products you want to buy to the basket, you can go to the payment page by clicking the "Basket" icon on the right side of the screen.
You can choose the payment method on the page that opens and click the "Complete Order" button and make your purchase.
Can I cancel my order?

To cancel your order, you can send an email to [email protected]. You will be contacted within 48 hours based on your request.
How can I view the status of my order?

After placing your order, you can track it through the 'Track an Order' section.
What are your payment options?

For your purchases from, you can pay in installments or in one shot using any bank's credit or debit card.
Payments are not made with credit cards of foreign banks.
Can I pay at the door?

There is no payment option at the door.
How can I use my discount code / gift voucher defined on

On the My Cart page, you can activate the gift card by entering the discount code in the "Gift Certificates" box under the order summary screen and clicking the "Apply" option. You can complete your order by checking the discount applied in the order summary field.
How can I use the balance in my account?

On the My Cart page, you can view the balance in your account from the "Available Balance" box under the order summary screen. When you activate the "Use Balance" box, the balance of the basket amount will be paid from your account.
I want to withdraw money from my Suud Collection balance. What should I do?

You can complete the process by following the "My Balance" - "Withdraw Current Balance" step. Payment will be made with the payment method used for purchase within 7-14 business days, depending on bank status.
Cargo and Delivery
Which shipping companies do you work with?

Domestic shipments in Turkey are handled with BOVO Kargo; and international shipments are handled with AYN Express.
What is the shipping fee?
  • International orders' shipping fees vary depending on the country.
  • For domestic shipments in Turkey, the shipping fee for orders from is 49.9 TL for orders of 1500 TL and below. For orders of 1500 TL and above, shipping is free of charge.
How long does delivery take?

Within Turkey, 1-3 business days. For international shipments, delivery time varies from 7 to 14 business days, if not stuck at custom check procedure at the destination.
My order has been delivered to cargo. Can I change address?

If the order has been delivered by cargo, the address change can only be made with the cargo companies. You can contact our Customer Service team for your address change request.
What should I pay attention to during delivery?
  • In case you are not present at the specified address, the package will be delivered to the nearest branch of the contracted courier company within 1 (one) business day. You must collect your package from the courier branch within the specified 3-5 business day. Otherwise, your order will be returned to the Suud Collection central warehouse. For the re-sending of the returned order, please contact us at [email protected] or via WhatsApp at +90 539 202 78 83 (GMT+3).
  • Before accepting the delivery of the cargo package, please remember to inspect the package. You have the right to refuse damaged or torn bags by informing the courier and not accepting them.
Do you have international delivery?

Yes, delivery is provided in an average of 14 days.
Return Process
How can I return it?

It is very important for us that you are satisfied with the products you buy from
  • For international return shipments, you can initiate the return process by submitting a return request on Afterward, you can send your return via courier to the address Venloer Str. 1305 C, 50829 Cologne/Germany.
  • For domestic shipments in Turkey, you can deliver the return package to the nearest MNG cargo branch with the MNG cargo return code.
What is your return policy?
  • The return period is 7 days from the product delivery date.
  • You can return the products that have not lost their tags and therefore have not lost their resaleable properties.
  • The return of used, washed, damaged packaging will not be accepted.
  • Even unused, cosmetics, underwear, socks, all kinds of personal care products, accessories, etc. Returns of products are not accepted.
How many days is the return period?

You can return the product within 7 days from the date of delivery.
How will I follow the process after I make my return?

For domestic shipments in Turkey, you will be informed via SMS after the cargo package delivered by MNG Kargo on behalf of Suud Collection is opened.
My return cargo has been delivered to you. In how many days will my payment be made?

Depending on the working conditions of Iyzico and the bank, the amount will be paid within 7-14 business days with the payment method used in the purchase. In addition, the refund of installment payments is made in installments as per bank processes. Refunds vary depending on bank processes and delays may occur. We ask you to follow these processes through the bank. After the refund amount is paid, notification will be made via SMS and mail.
How much is the return shipping fee?
  • For domestic shipments in Turkey, except for defective products, the shipping fee belongs to the sender for returns. While paying the refund amount, a service fee of 49.9 TL is deducted from the product price and a refund is provided. The cargo service fee of 49.9 TL paid for orders of 1500 TL or less is non-refundable.
  • For international return shipments, return fees are subject to the country and the cargo.
  • In the case of sales occurring outside Turkey, customers bear the responsibility for all return expenses and customs payments associated with product returns
What happens if I’d like to return an item at a discount?

If an item at a discount is refunded, given the campaign conditions continue to be met, a refund is made without the cancellation of the campaign. However, if the return products do not meet the campaign conditions, the campaign will be canceled and a fee will be charged for return item, taking into account the cancellation of the campaign.
Where is your store? What days and hours are you open?

You can visit our store between 10:00 - 20:45 every day of the week.
Address: Alemdağ Caddesi, Cici Sokak, No 13/4D Umraniye/Istanbul
How can I find out about store stock status?

You can find out about store stock status by contacting our Customer Service department.
Customer Service
What are the working hours of customer service? How can I reach?
  • Our customer service; It serves between 9:30 - 18:00 on weekdays, Saturday: 9:30 - 17:00. Our customer service is not working on Sunday and public holidays. You can reach us by sending an e-mail to [email protected] on public holidays. Emails will be answered within 24 business hours at the latest.
  • You can contact us;
  • Start the Chat: +90 539 202 78 83
  • Monday-Friday 9.30-18.00, Saturday 9.30-17.00 (GMT+3)
  • E-mail: [email protected]
  • Phone: 08502597883 (GMT+3)
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