Frequently Asked Questions
MEMBERSHIP
How can I become a member of reisjewellery.com?
Click the sign up button in the top right corner of the reisjewellery.com website, and then fill out the member registration/editing section on the page that loads with your membership information, contact information, and password.
Why should I get a membership on Reis App?
Quick access through the Reis App makes it simpler to create orders, and the instant notifications received allow you to be informed about on campaigns at all times.
Is membership obligatory? Can I shop without being a member?
No, membership is required to shop at reisjewellery.com.
Can I update my membership information?
After logging in with your account, you can change and update your membership information under the personal information section.
Is it possible to create multiple memberships?
The same email address cannot be used to register again.
I forgot my password, what should I do?
Please click on the “forgot my password” link in the "enter member login information" section in the upper right corner of the main page. Upon entering your e-mail address, you can set your new password by clicking the link in the e-mail to be sent.
Is my personal data withheld or shared with third parties?
Except as permitted by law, we do not disclose your personal information to anybody. As long as sufficient and reliable protections are implemented in accordance with the security and privacy principles specified in the legislation, your personal information could also be disclosed to our business partners and suppliers (the cargo company that receives service to deliver the products to you, the call center that receives service as part of communication activities, email sending, advertising firms for the purpose of establishing a campaign, businesses that provide CRM support, etc.), with whom we have agreements due to our activities and from whom we obtain services in order to provide you with products and services, as well as to public institutions or organizations that are permitted to request this information pursuant to legal obligation.
Can I get information about the operation in the stores and regarding the products during the covid period?
Our stores are disinfected every other day. A limited number of clients are permitted to our stores on a precautionary basis, adhering to the covid regulations, for the health of our staff and you. As we prepare the products you purchase online, we are also extremely sensitive to and cautious about sanitation.
How can I be informed about opportunities?
By entering your e-mail address on the form for signing up for our e-newsletter or by approving notifications from our Android and iOS applications, you can be informed about opportunities.
Is it safe to shop on your website?
Your credit card details are secure and protected by an SSL Certificate when you shop at reisjewellery.com. Your orders placed on reisjewellery.com are all encrypted. Therefore, the credit card details used to place the order are secure.
RETURN & EXCHANGE
In how many days can I return the product I purchased from your store?
Products purchased from our stores cannot be returned. The right to exchange is available.
In how many days can I return the product I purchased from your website?
The return period for products purchased through our online store is limited to 14 days.
I want to exchange the product I bought in the store, what should I do?
If the product has not been used, you may exchange it by applying with the product's certificate and invoice within the first 14 days after purchase from the store. Special customer orders and products that have been specially modified or personalized (letter addition, non-standard sizes, lettering on the product, etc.) cannot be altered or returned. Products without invoice, receipt or certificate cannot be exchanged.
What details should I check when I receive my product?
During shipping by cargo, damage to the products may occur due to the cargo company. Therefore, when receiving the product, you should pay attention to whether there is a situation such as crush, breaks and wetness in your package. You should notify the cargo company and refuse to accept delivery of the cargo if you come across such a situation.
I want to exchange the product I bought in the website, what should I do?
Within the first 30 days, if the product has not been used, you may exchange it by returning us the return code you received along with the product's certificate and invoice. Specially modified products and special customer orders cannot be returned or exchanged. Products without invoice, receipt or certificate cannot be exchanged.
I want to change the product I bought as a gift, what should I do?
If you bring your gifted product to the store with its certificate and package within 14 days, you can get support on the relevant issue. The customer is directed to the store where the product was purchased and asks to find it in the relevant store product documents if it can be determined that your product is a Reis brand but s/he are unable to submit any documents. With the customer's consent, the scrap purchase procedure is used if the product record cannot be found in the store documents.
How much is the deduction if I want to change my product?
Depending on the state of the market, a 35 percent deduction from the invoice price you paid at the time of purchase is made when you want to change a product you bought within the first year. Depending on market conditions, it is appraised over the daily exchange prices of stone and gold if a time period of a year or longer has elapsed.
What should I do to exchange the product I bought with gold coins?
Exchange only takes place between products from the same product group. Gold products and diamond products can be exchanged with our brand’s diamond products. It is not possible to exchange any jewelry for investment purposes.
How do I exchange the diamond product I purchased from your company for a gold product?
Upon the payment of the difference, you can exchange your purchased product for another one from the same product category or with a higher value. The difference cannot be reimbursed if the product eligible for exchange is less expensive than the product you wish to exchange. The difference is calculated and provided to you as a gift certificate that can be applied to your online purchases.
Can I return my gold product purchased from a different company to your brand?
Different brand-specific gold products cannot be returned.
In which cases returns and changes are not accepted?
It is not possible to exchange or return customized items or specific client orders.
I lost my product certificate, what should I do?
You can receive assistance on the matter by delivering the product and the receipt to the store where you bought the product.
How can I return the product I purchased from the online store?
They must get in touch with us via phone, WhatsApp, or email from the support lines we've provided as contact information in order to start the return process, and they must get a return tracking number to do so.
You should send the product you want to return or cancel, together with the form sent to you, to the address that will be sent to you, with the invoice, delivery note, product box, gift if any, and all documents.
The customer who returned the item is responsible for any damage to the product and any accompanying documents that occurred as a result of the shipping company or the customer performing the return transaction, as well as any depreciation that occurred during the return shipment.
Upon the receipt of these documents, product inspection is carried out by experts. After the return is received, it is examined whether the return conditions are fulfilled. If the return is accepted, the cost of the products will be credited back to the bank account, credit card, or bank account used to place the order if it was paid for by wire transfer or EFT.
Can I deliver the product I bought online from the store?
Of course, delivery is also made from our stores in accordance with your request if you let us know from which store you will receive your order by contacting the order note section of your online shopping or our support line.
Can I buy the products I visit on your online site from your store?
Of course, you can also purchase from our stores, but since some items might not always be available, you can also call our support line to learn more specifics about the item you're interested in.
Can I change the products I bought online from stores?
By submitting an invoice, you can exchange the items you bought from our online store during the exchange period.
What are the processes after returning the product? When will the fee for the product I return be credited to my account?
The returned products are sent to our workshop and checked during the control process after they arrive at our center (max. 1 week). Your product will be reported, sent back to you, and you will be notified by phone or email if there is any damage to it or if it does not adhere to the requirements under which you can exercise your right to cancel.
However, following a one-week control period, if your product satisfies the right of withdrawal, the product amount is returned in the same manner that you ordered.
Note: Debit card (debit cards) refunds can take up to 30 days due to issues with the banking system, whereas credit card refunds typically appear in your account within 1–7 days.
I don't know the size, what should I do?
If you do not know the size of the ring, you can leave the size information blank. You can have the ring measured for free by sending it to us at any time after you specify your size.
CARGO & DELIVERY
Do you charge cargo fees?
There is no cargo fee for your orders.
With which cargo company will my order be sent?
Your orders are shipped via UPS.
When can I receive my order?
Depending on how far your city is from Istanbul, it will take 1–3 days for your orders to reach you. Our estimated delivery time is based on business days, so it excludes weekends and public holidays.
How is delivery done?
Your orders are delivered to you by cargo. All of our cargoes are insured in the event of a possible situation.
What details should I check when I receive my product?
During shipping by cargo, damage to the products may occur due to the cargo company. Therefore, when receiving the product, you should pay attention to whether there is a situation such as crush, breaks and wetness in your package. You should notify the cargo company and refuse to accept delivery of the cargo if you come across such a situation.
How is the shipping with the gift package?
All of our products that you buy through the reisjewellery.com site are delivered with a gift package.
My order has not arrived, what can I do?
You can contact us at https://www.reisjewellery.com/iletisim to get help with your problems regarding your order.
Can delivery address and billing address be separate?
Of course. During the order, you can define the billing address and delivery address as different or the same. According to your choice, your invoice can be sent to a different address.
Do you deliver abroad?
Your orders placed on our online website are sent via UPS.
What is the shipping cost for international orders?
For orders from abroad, the cargo fee belongs to the buyer. Shipping cost is 350 Turkish Liras.
How can I find the nearest store?
You can find the closest store location to you from our stores section on reisjewellery.com.
https://www.reisjewellery.com/pages/our-stores
MAINTENANCE & WARRANTY
Do the products I purchase have a warranty? How long is the warranty period?
The repair and maintenance service warranty is indefinite for all products submitted by us. There will be a charge for any maintenance or repair work required as a result of user error.
How should I store my gold jewelry?
As much as possible, keep your gold jewelry away from chemical products. Your jewelry's lifespan will be shortened if it is regularly exposed to chemicals (such as alcohol, perfume, bleach, etc.).
You can store your jewelry in a velvet covered box. Thus, your jewelry will be protected in a soft environment without being damaged.
How should I store my diamond jewellery?
You can maintain the shine of your diamond jewelry by storing it when not in use in a non-humid environment, wrapped in fabric, in its box or bag, and out of the direct sunlight and heat.
How should I maintain my diamond jewellery?
Using a soft toothbrush and a solution of dish soap and water that you've added to a small bowl, you can clean the oil and dirt off of your diamonds. Your diamonds will shine again after brushing with a toothbrush, rinsing with warm water, and scrubbing with a dry cloth.
The gemstone of my product dislocated, what should I do?
Your product will be examined if you deliver it to our nearest store or to our address by cargo along with its certificate or invoice. Contacting our online shopping support line will provide you with information.
My ring did not fit, what should I do?
You can check if your size is correct by bringing your product to one of our stores with its certificate or invoice. Contacting our online shopping support line will provide you with information.
There are scratches on my products, what should I do?
If you bring your product to us with its certificate/invoice, product care and product polishing will be done. Contacting our online shopping support line will provide you with information.
The color of my product has faded, what should I do?
It must be sent to us along with the product certificate/invoice in order for us to identify the cause of the color change in the product. Sometimes, the reason for the color change can be the chemical materials used (soap, cream, cologne perfume, etc.). For this reason, we shall kindly ask you to send it to us for product review.
The clip part of my product is defective, what should I do?
If you bring your product to our nearest store with its certificate/invoice, your product will be inspected and repaired and maintained. Contacting our online shopping support line will provide you with information.
My product is damaged, what should I do?
Your product will be analyzed if you deliver it to our nearest store or to our address along with its certificate or invoice. Contacting our online shopping support line will provide you with information.
My product's chain is broken, what should I do?
Your product will be analyzed if you deliver it to our nearest store or to our address along with its certificate or invoice. Contacting our online shopping support line will provide you with information.
My product was repaired by a different jewelry workshop instead of your brand’s center, what should I do? Is it still under warranty?
If maintenance or repair work is carried out somewhere other than our own center, our products are no longer covered by warranty.
I left my product at your store for repair, when can I get it back?
In accordance with the contact details you provided to us, we will notify you within 1 to 3 weeks once the repair process for your product is complete.
The product is defective, what should I do?
Your product will be analyzed if you deliver it to our nearest store or to our address along with its certificate or invoice. Contacting our online shopping support line will provide you with information.
PAYMENT & INVOICE
Can I use my debit card in payment?
You can pay for your shopping with all debit cards. Refunds for purchases made with debit cards may take longer, depending on your bank.
Is there a credit card installment facility?
Is there a credit card installment opportunity?
How can I shop online?
After you create your membership registration on reisjewellery.com, you can start shopping.
Can I make a payment by wire transfer/EFT method?
Yes, you can place your order by choosing the Wire Transfer/EFT method at the payment step.
What is your bank account information?
REIS JEWELLERY LTD
Bank Name: AKBANK
Branch Code: 0075
Bank Account Number: 0166756
IBAN: TR52 0004 6000 7588 8000 1667 56
Do you have the option to cash on delivery?
No, you can only make your payments with Credit/Debit card or Money Order/EFT methods.
What is the point system? What is the validity period of the system?
Every purchase earns you 2% bonus points that can be applied to your subsequent purchases.
5 TL points are added when you sign up for reisjewellery.com, comment, and recommend the product.
The validity period of the advantages you have gained is limited to 1 year.
How can I use my gift card?
You can use the gift cards defined by reisjewellery.com on the Discount Coupon field on the basket page.
Can I pay with a gift card?
Yes, you can pay for the products you want to buy with a gift card. Gift card payment is only valid in Reis Jewellery stores. Gift card payment is not valid for your online shopping.