Shipping, Returns and Cancellations

Last updated: 23 October 2026

MOONCORN TEKSTİL ÜRÜNLERİ SANAYİ VE TİCARET LİMİTED ŞİRKETİ
Trading name: Mooncorn
Central Registration System (MERSIS) number: 0622234245000001
Tax office and tax number: İlyasbey, 6222342450
Address: Çayırova Mah. Yavuz Sultan Selim Cad. No:19 İç Kapı No:2, Çayırova / Kocaeli, Türkiye
Email: [email protected]
Registered electronic mail (KEP): [email protected]
WhatsApp (messages only): +90 850 309 30 57
Chamber of commerce: Gebze Chamber of Commerce
Customer service hours: Monday to Friday 08:00-18:00, Saturday 08:00-12:00 (Turkey time, GMT+3)

This page applies to orders placed on our English-language website (mooncorn.com.tr/en). It explains where we deliver, what delivery costs, what to expect at customs, how to withdraw from an order and how refunds work. It does not limit your statutory rights.

1. Where we deliver and what it costs

We currently deliver to the following countries:

Austria, Belgium, Czechia, Denmark, Finland, France, Germany, Hungary, Ireland, Italy, Luxembourg, the Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain and Sweden: delivery €4.90, free on orders of €49 or more.
Bulgaria, Croatia, Greece, Malta and Switzerland: delivery €9.90, free on orders of €79 or more.

We currently ship only to the countries listed above; other territories are not served. The delivery charge for your order is shown at checkout before you pay, and we never add a delivery charge that was not shown to you.

2. Dispatch and delivery times

Orders placed by 14:00 (Turkey time, GMT+3) on a working day are usually dispatched the same day. Orders placed later, or on a weekend or a public holiday in Turkey, are usually dispatched on the next working day. Working days are Monday to Friday, excluding public holidays in Turkey.

We ship with Yurtici Kargo International and its international delivery partners. When your parcel leaves our warehouse, we email you a tracking number.

Delivery usually takes 4-7 working days after dispatch. This is an estimate, not a guarantee; customs clearance in your country can add time. In any case we deliver within 30 days of your order. If we do not, you can end the contract and we will refund all payments, including the delivery charge, within 14 days.

3. Customs, import VAT and handling fees

Your order is sent from Turkey, which is outside the customs territory of the European Union, Switzerland and Norway, so it is cleared through customs in your country.

Our prices and delivery charges do not include the import VAT of your country or any customs handling fees.
Import VAT at your country's rate, any customs duty that may apply and any customs handling fees charged by the carrier or postal operator are paid by you to the carrier when your parcel is delivered.
Example: for a €55 order delivered to Germany, these charges come to about €20 in total. The exact amount depends on your country, the value of your order and the carrier.
These charges are not collected by us, so we cannot refund them.

4. Your right to withdraw within 14 days

You can withdraw from your order within 14 days without giving any reason. The 14 days start on the day you, or someone you name (other than the carrier), receive the goods. If one order arrives in several parcels, the 14 days start on the day the last parcel arrives. You can also withdraw before your order arrives.

To withdraw, tell us before the 14 days end. You can:

click Withdraw from your order at the bottom of any page of our website, enter your email address and order number to open your order, and select "Create Return Request"; or
email us at [email protected] with your order number and the items you are withdrawing from.

You may also use the model withdrawal form below, but you do not have to. You do not need to give a reason or ask for our approval. It is enough to send your notice before the 14 days end. We confirm receipt of your withdrawal by email.

5. Sending items back

Please do not send anything back until you have received our reply. If we ask you to return the items, we will tell you which carrier to use and how to send them, and we will pay for that shipment. If you send the items with a different carrier of your own choice, you pay the cost of that shipment.

If we ask for the items back, please send them within 14 days of the day you told us you were withdrawing, or by any later date given in our instructions. Our instructions also explain what to write on the customs documents so that the parcel is treated as returned goods in Turkey.

In some cases we may tell you that you do not need to send the items back. We decide this case by case.

You may handle items in the way you would in a shop to check their nature and characteristics. Please return items complete, including all pieces of a set, packed so that they are not damaged in transit. A missing original package or label does not, on its own, take away your right to withdraw. You are only responsible for any loss in value caused by handling the items beyond what is necessary to check them; we do not make automatic deductions.

6. Exceptions

The right of withdrawal does not apply to some goods set out by law, such as items made to your specifications or clearly personalised. Our standard hijabs, shawls and square scarves are not excluded just because their packaging has been opened, because they were bought at a reduced price or because they were part of a set. If a legal exception applies to a product, we will tell you before you order.

7. Faulty, damaged or wrong items

If an item arrives faulty, damaged or is not what you ordered, please email [email protected] within 14 days of delivery with your order number and photos showing the problem. Once we have checked your photos, we refund the price of the affected items without asking you to send them back. If your whole order is affected, we also refund the delivery charge.

The 14-day period is a request that helps us deal with your claim quickly. It does not shorten or limit your statutory rights for faulty goods. If you notice a fault later, you still have the rights given to you by law, which may include repair, replacement, a price reduction or a refund. Our liability for faulty goods lasts two years from delivery, unless the law gives you a longer period. We pay all costs of putting a faulty item right.

8. Refunds

If you withdraw, we refund all payments we received for the items you withdraw from no later than 14 days after we receive your withdrawal notice. If you withdraw from your whole order, this includes the delivery charge you paid. If we have asked you to send the items back, we may wait to refund you until we have received them or you have shown us proof that you have sent them, whichever happens first.

Refunds for faulty, damaged or wrong items are made no later than 14 days after we receive your message with the photos.

We refund to the card you used to pay, in the currency you paid, in one payment and at no cost to you. You will never have to accept a gift card or store credit instead. Your bank may need a few working days to show the refund on your statement.

Import VAT and customs handling fees you paid on delivery were paid to the carrier, not to us, so we cannot refund them. Depending on your country, you may be able to reclaim them from the carrier or from your country's customs authority when goods are returned or refunded. Please contact them directly; we cannot guarantee the outcome.

9. Exchanges

We do not offer exchanges on orders delivered outside Turkey. If you would like a different colour or item, please place a new order and withdraw from the original one as described above.

10. Cancelling before dispatch

You can cancel your order at any time before it is dispatched by using the Withdraw from your order link or by emailing us. We refund all payments, including the delivery charge, within 14 days of receiving your request. If your order has already been dispatched, the withdrawal rules above apply.

11. Parcels that cannot be delivered or are refused

Please make sure your address and phone number are correct. If you need to change the delivery address, contact us before your order is dispatched.

If you refuse your parcel, for example because you do not wish to pay the import VAT or customs handling fees, we treat the refusal as notice of withdrawal and refund the price of the products and the delivery charge you paid. If you refused the parcel without first telling us that you were withdrawing, we may deduct from your refund the direct cost the carrier charges us for returning the parcel to us, and no more than that cost.

If a parcel comes back to us for another reason, for example because it was not collected or the address was incomplete, we will contact you and you can choose whether we send it again or refund it. If you would like it sent again, we will tell you any new delivery charge before we ship it.

12. Contact

Email [email protected] or send a WhatsApp message (messages only) to +90 850 309 30 57. Customer service hours: Monday to Friday 08:00-18:00, Saturday 08:00-12:00 (Turkey time, GMT+3).

Our full terms are also set out in our Pre-contractual Information and our Distance Sales Agreement.

Model withdrawal form

(Complete and return this form only if you wish to withdraw from the contract. Using it is optional.)

To: MOONCORN TEKSTİL ÜRÜNLERİ SANAYİ VE TİCARET LİMİTED ŞİRKETİ, Çayırova Mah. Yavuz Sultan Selim Cad. No:19 İç Kapı No:2, Çayırova / Kocaeli, Türkiye, [email protected]
I hereby give notice that I withdraw from my contract for the sale of the following goods:
Order number:
Ordered on / received on:
Name:
Address:
Signature (only if this form is sent on paper):
Date: