Shipping and Return Policy

1. Shipping and Delivery

  • Order preparation time: 1–3 business days
  • Estimated delivery time: 1–3 business days after shipment (delivery time may be longer for international shipments)
  • Contracted shipping company: Yurtiçi Kargo
  • Shipping fee (within Turkey): 65 TL
  • Shipping fee (USA and United Arab Emirates): Equivalent amount of 3 USD
  • Delivery areas: All provinces and districts within the borders of the Republic of Turkey, as well as the United States of America and the United Arab Emirates

Delivery times may be longer during public holidays, weekends, and campaign periods. You will be informed of any potential delays during busy periods.

Orders begin to be prepared after payment confirmation. Orders shipped will be delivered within the legal maximum period of 30 days.

International shipments: Customs duties, fees, and similar public obligations that may arise in the destination country are the responsibility of the recipient and are not included in the order total.

2. Order Tracking

When your order is shipped, a tracking number will be sent to the email address you provided during the order. You can query the tracking number on Yurtiçi Kargo's website or mobile application.

If you have a membership account, you can also track your order status in the "My Orders" section of your account.

3. Right of Withdrawal

The consumer has the right to withdraw from the contract within 14 (fourteen) days from the date of receiving the goods, without giving any reason and without paying any penalty.

To exercise your right of withdrawal, it is sufficient to send a written notification to info@dimuem.com before the 14-day period expires. We kindly request that you include your name, surname, order number, and the products you wish to return in your notification.

If the withdrawal notification is sent within the given period, the shipment of the product may extend beyond this period.

4. Products for which the Right of Withdrawal Cannot Be Exercised

In accordance with Article 15 of the Distance Contracts Regulation, the right of withdrawal cannot be exercised for products whose protective elements such as packaging, tape, seal, or package have been opened after delivery and whose return is not suitable for health and hygiene reasons.

The hydrogel face masks and hydrogel eye patches offered for sale are single-use hygienic products that come into direct contact with the skin. Therefore:

  • Products whose outer packaging (box) has been opened but whose individual sachets have not been opened will be accepted for return.
  • Products whose individual sachets have been opened, torn, or whose seal has been broken will not be accepted for return.
  • For 5-piece packs, unopened sachets will be accepted for return; the cost of opened ones will be deducted from the refund amount.

This limitation does not apply if the product is defective. For your rights regarding defective products, please refer to Article 8.

5. Return Conditions

The product to be returned must be:

  • Unused and with its individual packaging unopened,
  • Sent with its original box and any accompanying gift/promotional products,
  • Submitted with an invoice or order information

If promotional or campaign products given as gifts are not returned, their value will be deducted from the refund amount.

6. Return Process

  1. Application: Apply by sending your name, surname, order number, and reason for return to info@dimuem.com.
  2. Approval: Your application will be evaluated, and a return shipping code will be sent to you.
  3. Shipment: Send the product from a Yurtiçi Kargo branch to the address below using the provided code.
  4. Inspection: After the product reaches us, its compliance with the conditions will be checked.

Return address:
Dimuem İç ve Dış Ticaret A.Ş.
Acarlar Mah. Acarkent Sitesi, Dimuem Ofisi
Beykoz / İstanbul

In case of exercising the right of withdrawal, the return shipping fee will be covered by the Company. If the return is sent with a shipping company other than the contracted one, the shipping fee belongs to the consumer. For returns from abroad, shipping and customs expenses are the responsibility of the consumer.

7. Refund

Within 14 days at the latest from the receipt of your withdrawal notification, the product price and, if any, delivery costs will be refunded.

The refund will be made to the payment method used during the order. For payments made by credit card, the amount is transferred to the bank in a single transaction; however, it may take 2–10 business days for the bank to reflect the amount to your account. For installment payments, the bank may divide the refund into the number of installments. This period and method depend on the bank's practice and are beyond the Company's control.

8. Damaged, Defective or Wrong Product

If you notice crushing, tearing, or wetness in the shipping package, have the cargo officer prepare a report before accepting delivery and do not accept the package. Forward a copy of the report to info@dimuem.com.

If you notice that the product is defective after opening the package, report the situation with photos to info@dimuem.com. In this case, in accordance with Law No. 6502 on Consumer Protection; you can choose free repair, replacement of the product with a non-defective equivalent, a price reduction, or withdrawal from the contract.

In case of incorrect product shipment, the correct product will be sent free of charge, and the return shipping fee for the incorrect product belongs to the Company. The hygiene-related return limitation does not apply to defective and incorrect product applications.

9. Contact

Dimuem İç ve Dış Ticaret A.Ş.
Acarlar Mah. Acarkent Sitesi, Dimuem Ofisi, Beykoz/İstanbul
E-mail: info@dimuem.com
MERSIS No: 2951338795

You can submit your complaints and objections to Consumer Arbitration Committees or Consumer Courts. Monetary limits are updated annually by the Ministry of Commerce.

Last updated: August 7, 2026