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Product Information:
1. Where can I find detailed information about product features?
In addition to product images, you can access detailed features such as color and material from the "Description" section on the product page.
2. How can I find the product I am looking for on the site?
Search Bar: It is located at the top of each page in the navigation bar. You can type the name of the "Product, Product Code, Keyword or Category" group in the search bar.
3. Can the price of the products change?
Product prices may change due to different reasons such as market, currency, campaign.
4. I am having a problem displaying the product on the site.
You may not be able to view our site due to instantaneous problems with your internet connection.
To check the Internet connection:
- Opening a new page and re-entering our site,
- If we still cannot connect, we recommend that you turn your modem and wireless network connection off and then on again.
If the problem still persists, do not hesitate to contact us.
5. I think that the information in the product I am reviewing is incomplete/inaccurate.
If you think that there is incomplete or incorrect information in the images and descriptions of the product; You can let us know about this via the contact page.
Order and Payment:
1. How can I find out my order number?
After purchasing the product, an order number is automatically given to you by the system. You can access your order number from the order confirmation e-mail sent to your registered e-mail address after your purchase, or from the "My Account > My Orders" page.
2. Why was my order cancelled?
Information about the cancellation of the order is sent to the e-mail address registered during the membership of the order owner. We recommend that you keep your personal information registered in your bank and on our website up to date so that your orders can be approved by the bank.
Reasons why your order is not confirmed can be:
- Due to Payment Type: The order placed by debit & credit card may be canceled in cases where the payment is not received by us.
- From Supply: If your product cannot be supplied, it may be canceled by us.
3. Can I have a gift package for the product I purchased?
- Gift package may not be possible for every product.
- If you want a gift package, you must specify it in the "Order Notes" section at the payment stage of your order.
- If you did not request a gift package during the order, your transaction cannot be processed.
4. A transaction was created from my account without my knowledge.
The security of your personal information is one of the most important issues for us.
In case of shopping from your account without your knowledge:
- Bank & Credit Card: For your safety, we kindly request you to contact your bank and request the renewal of your card and objection of spending.
- Password Change: Change your Meliora Artisan password here.
- Contact Us: We recommend that you provide information by contacting us here.
What can be done about the products?
- If your order is in the process of being processed, the order will be cancelled.
- If your order has been shipped, the package is withdrawn from the cargo and the card holder is refunded.
- If your order has been delivered, it is recommended that the cardholder appeals to the bank.
Even if you have made a purchase on your account with a credit card belonging to another person, we kindly request you to contact us.
5. Can I order without being a registered?
Yes, you can place an order without being a member. As a member, you can benefit from many advantages and also track your order.
6. Can I place my order through a customer services?
You can place your order only on the Meliora Artisan website.
7. What payment options are there?
While shopping at Meliora Artisan, you can make your payments using a credit or debit card with the assurance of PayTR.
8. Why is my order status is "Pending Payment"?
There may be situations where the payment of the order placed by debit & credit card does not reach us.
9. I'm having trouble creating/checking out an order.
If you're having trouble at checkout after adding the product to the cart:
- You entered your credit card / debit card information incorrectly / incompletely or your card has insufficient balance, etc. may not be approved due to circumstances.
- The stock status of the product has changed and the product may be out of stock.
- The order amount and the amount you pay should be the same. There may be a momentary system problem.
If you encounter an error while ordering:
- First, clear cookies and history from your browser's settings.
- After that, try the operation again.
- If the problem still persists, perform the operation from a different browser.
10. My credit or debit card has been charged but I can't see any order.
If you cannot reach your order, you should contact your bank via internet banking or telephone banking and check whether a payment/authorization has been taken from your debit & credit card.
If you cannot view your order even though there is a payment on your card, you should contact us here.
11. Is it safe to shop from Meliora Artisan?
During your shopping at Meliora Artisan, you are protected by the latest technologies and the best service providers.
We assure that your information is actually sent to Poappum on our site, and we use the Cloudflare SSL Certificate that ensures the security of the transmitted information with 256-bit encryption.
12. I paid with the wrong card, can I change my card?
After the payment process is completed, no changes can be made to the payment method. However, if you wish, you can cancel your order immediately from the "My Account > My Orders" section before it is shipped and place an order again.
13. Can I change the delivery address?
After the payment process is completed, the delivery address cannot be changed. However, before your order is shipped, you can change the delivery address by contacting us here.
14. Can I add products to my order?
Since the payment for your order is made during the order, products cannot be added to the current order. However, if you wish, you can cancel your order immediately from the "My Account > My Orders" section before it is shipped and place an order again.
15. My order was changed without my knowledge.
If you think that changes have been made in your order without your knowledge and you request the correction of the changes, you can contact us here.
Delivery and Shipping:
1. When will my parcel arrive?
After Your Order is Confirmed: If your product is in stock, your order is prepared and then delivered to the cargo company according to the address you selected during the order.
If your product is not in stock, the supply process starts and it is delivered to the cargo immediately after the product is procured. You can follow the process from the "My Account > My Orders" menu.
After Your Order Is Delivered to Cargo: Delivery time of your products may vary depending on the address where the delivery will be made and the delivery time of the courier company. You can track your order on the "My Account > My Orders" page.
2. How can I track my order?
You can track the status of your order in detail on the "My Account > My Orders" page, and you can see the status of your products from the order statuses.
You can find detailed information about order status below.
- Processing: After your products are procured, your order will be in the "Processing" status. At this stage, it is delivered to the cargo according to the shipping type you selected during the order. If the product you ordered is already in stock, your reservation will be made immediately and your order may be in the "Processing" status. When your order is packed and delivered to the cargo, its status changes and the cargo process begins.
- Shipped: When your products are packaged and delivered to cargo, they become “Shipped” status. At this stage, your order is on its way to be delivered to your address by the cargo company. When the product reaches you, you can mark the status of the product as "Delivered" in the "My Account > My Orders" section. This process also happens automatically 14 days after your order is shipped.
3. How can I view my cargo tracking number?
If your order has been shipped, you can select your order from the "My Account > My Orders" page and see the cargo tracking number.
4. The status of my order shows as "Delivered" but the order has been not delivered.
After your package is delivered to the cargo, its status is automatically updated as "Delivered" after 14 days. If your order is in the delivered status but still has not been delivered to your address, you can track the cargo. When you track the cargo, it appears as delivered, but if nothing has been delivered to you, you can contact us here.
5. What should I pay attention to when receiving my cargo?
During the delivery of your order, you should open and check your package next to the cargo officer. Even if there is no problem with the cargo packaging, your control is important.
6. My product was delivered to the wrong person/address.
Orders are delivered to the addresses entered as the delivery address during the order. You can enter the details regarding the delivery of your cargo on the "My Account > My Orders" page and enter the relevant order through the cargo tracking number.
If your order was delivered to an address other than the delivery address you specified, you can contact us here.
7. What if the cargo cannot find me at the delivery address?
- Cargo companies arrive at your delivery address. If they can't reach anyone at the delivery address they leave an information on the door or send a message.
- This information contains the address and phone number of the cargo branch that delivered to you.
- The cargo branch keeps your package at the branch and sends your order back if it cannot reach you.
- When you cannot receive your cargo because you cannot be found at your address, you can reach your cargo branch in line with the information given and get detailed information about the delivery.
- A refund will be made within 1 business day after your order is delivered to us. The time it takes for your bank to reflect this amount to your card or bank account varies according to your bank's transaction process. You can order again if you wish.
8. The courier company does not deliver to the door.
Your orders are delivered to your address by cargo. Meliora Artisan orders must be delivered to the door as per the agreement we have made with the cargo companies.
9. Is there cargo delivery to my address?
You can get this information from your cargo company's website or by using the contact information.
10. My parcel was returned before I received it.
You may not have received your order because you could not find it at your address. You can enter the details regarding the delivery of your cargo on the "My Account > My Orders" page and enter the relevant order through the cargo tracking number. If you think that the process is not implemented in this way, you can contact us here or you can place an order again if you wish.
11. There is a missing item in my order.
During the delivery of your order, you should open and check your package next to the cargo officer.
If there is a missing item in your order, you can contact us here.
12. I received a different product instead of the one I ordered.
You must apply to us here within 14 days from the date the product is delivered to you.
13. Can I receive my cargo from the branch?
You can get this information from your cargo company's website or by using the contact information.
14. Can the products in my order be delivered to different addresses?
Your order is registered through a single address. You need to place an order separately for the products that you want to be sent to a different address.
Cancellation, Refund and Exchange:
1. Can I cancel my product?
If the "Cancel" button is active and visible from the "My Account > My Orders" step, you can cancel it by using this button.
If the "Cancel" button is not visible, the cancellation cannot be made.
2. How can I refund my product?
As Meliora Artisan, there is no refund on all of our products, you have the option of exchange.
3. How do I make a exchange?
If the "Exchange" button is active and visible from the "My Account > My Orders" step within 14 days from the day you receive the product you purchased from the cargo, you can send the product to us for exchange by using this button. Within the terms of exchange, you can easily exchange your product free of charge without paying a shipping fee.
If your order complies with the exchange conditions, you will be contacted and you will be able to easily exchange it free of charge without paying the shipping cost to us.
4. What are the exchange conditions?
If the "Exchange" button is active and visible, from the "My Account > My Orders" step within 14 days from the day you receive the product you purchased from the cargo, you can request a exchange by using this button.
- The purchased product must be in its original box, unopened and undamaged,
- To be with all complementary accessories,
- If any, it must be sent undamaged and completely together with the promotional and campaign products given as a gift at the same time.
5. Can I cancel my exchange request?
If you have requested a exchange and the exchange has not been processed yet, you can cancel your exchange request by using the "Cancel" button in the "My Account > My Orders" section.
6. Will my coupon that I use for my exchange/cancel orders be get back to my account?
- In case of cancellation of your purchases using coupons, your gift voucher will be credited back to your Meliora Artisan account.
- If a part of your order is paid with a gift card, the amount of the product to be exchanged is proportional to the total order amount, and in this way, the amount of the gift certificate to be defined in your account and the amount to be refunded to your bank are determined.
7. Can I undo the cancellation?
Canceled orders cannot be reactivated. You can create a new order by adding the products you want to buy to your cart.
8. How do I get a refund for an order I changed/canceled?
Your refund will be made within 1 business day after your return request to the card you paid for is approved. In case of missing difference as a result of calculations made in exchange transactions, you must pay to the account number shared with you. In case of excess amount, your payment will be made to the account number you requested. The reflection of your refund on your card or account may vary depending on the time specified by your bank.
Membership and Account:
1. How can I register an account at Meliora Artisan?
You can become a member of Meliora Artisan quickly and easily for free.
- Click on my account icon in the top menu at the top of the page.
- Fill out the "Register" form on the page that opens.
- Click the “Register” button.
- If you have been redirected to the My Account page, your membership has been successfully created. If you have received an error at this stage, it will be displayed at the top of the page.
2. I'm having trouble sign up/sign in.
If you do not remember your password for your membership, you can access your information from the e-mail address registered to your account at the "Forgot Password" step.
If you do not remember your user name or e-mail address, or if you have different requests regarding your account, you can contact us here.
3. I'm getting email notifications for an order that doesn't belong to me.
If you receive an e-mail notification of an order that does not belong to you, you can contact us here.
4. How do I access my membership information?
You can access your membership information from the "My Account > My Settings" step.
5. How can I cancel my membership?
Membership cancellation is made upon the request of the membership owner, upon approval. For this reason, you can get support by contacting us here.
Canceled membership cannot be reactivated. You can create a new membership.
6. My membership was canceled without my knowledge.
Meliora Artisan may cancel your membership due to security conditions. If you have encountered such a situation, you can get detailed information by contacting us here, or if you wish, you can continue your shopping by opening a new account.
Coupons:
1. How can I use my coupons?
Add the product/products you want to order to your cart.
Enter your coupon code in the coupon code section on the "Cart" page or the "Checkout" page and click the use coupon button.
When you use your coupon in your cart or checkout, the coupon amount will be deducted from the amount to be paid and you will only display the amount you will pay on the page.
Poappum coupons can be categorized by category, product group, amount, etc. Available with certain terms of use.
If the products you add to your cart meet the conditions of your coupons, you can complete your shopping.
2. Can I add the coupon to my order later?
Payment terms of orders cannot be changed later. Since the coupon cannot be added to your order later, you can use your coupon in your new order or, if the order status is suitable, you can cancel your current order and create a new order with your coupon.