Frequently Asked Questions
On this page we have compiled the questions we frequently receive from our visitors.
General information about shopping topics
After selecting the product you like on our website, specifying your desired features and adding it to your cart. You can complete your order by clicking the 'Checkout' button on the cart page and entering your delivery and payment information.
After checking the items you've added to your cart, click the 'Complete Shopping' button. After completing your delivery and payment information, you can confirm your order and complete the process.
After placing your order, you can contact our customer service team before the shipping process begins to request a change to your address or product information. Changes cannot be made once the shipping process has already begun.
For products that are out of stock, you can let us know by clicking the "Add to Wish List" button. You can also use the "Notify Me When In Stock" option.
You will be notified when the product is back in stock. If a pre-order option is available, it will be noted in the product details.
We generally produce limited quantities of our private label design products. If we run out of stock and need to re-produce and add them to stock, we give priority to our visitors who use the "Add to Wish List" button.
No, you can shop as a guest if you wish. However, creating a membership allows you to track your orders more easily and take advantage of special offers.
During our campaign periods, we define special discount coupons for our member accounts.
Yes, all our products are guaranteed against manufacturing defects. If you experience any issues, please contact us with your order number.
A confirmation email will be sent automatically after you complete your order. If you haven't received it, please check your spam/junk folder. If you still can't find it, please contact us.
We currently only sell online. You can order all of our products quickly and securely through our website.
Enter your coupon code in the "Coupon / Discount Code" field on the shopping cart or checkout page and click the "Apply" button. The discount will be instantly applied to the total amount.
Yes, you can select the gift wrapping option when completing your order. Our products are shipped in elegant and discreet packaging.
If you'd like, we can print a special gift card with your note and add it to the box. Please fill out the gift note section when ordering to request this.
General information on payment issues
You can shop using credit card, debit card, money order/EFT, and cash on delivery. Payment options are listed during ordering.
Yes, we offer interest-free or low-interest installment options for credit cards from participating banks. You can view the installment options on the payment page.
However, for our Gold and Silver products, we can only pay in up to "3" installments due to legal regulations.
This may occasionally be due to problems with your credit card, technical problems in the banks' payment infrastructures, or technical problems in our infrastructure.
If you receive an error during payment, please check your card information and credit limit and try again a few more times. If the issue persists, you can try a different card or contact us.
No, you can only make your payment online using the "Bank / Credit Card" or "EFT & Money Order" options.
Yes, you can pay via bank transfer or EFT to the bank account information provided after you complete your order. Be sure to include your order number in the payment description.
When you place your order and pay online with your credit/debit card, our systems automatically confirm your order. However, payments made via EFT/Wire Transfer must be reviewed by our accounting and operations teams. Your order will be confirmed once your payment is deposited into our account.
This process takes between 30 minutes and 4 hours, depending on our workload. However, please don't worry; if you've made your payment, our shipping process will proceed without delay, as per the information provided on our product page.
Absolutely yes!
We don't store your card information during purchases or store it on our servers in any way. Payment transactions occur directly through your bank's secure infrastructure, and communication occurs only between your device and your bank.
Once the payment for your order is completed, your transaction is instantly transmitted to our system with the confirmation from your bank and your order is automatically processed.
Our site is protected by a 256-bit OV SSL certificate, and all your payment information is encrypted and secured. Your personal information will not be shared with third parties under any circumstances.
Absolutely Yes!
In accordance with legal regulations and relevant laws, e-invoices are automatically created for all purchases.
Your e-invoice will be automatically sent to your registered e-mail address along with your order confirmation e-mail. "My Account"You can also access it from your page.
If you have placed an order and made a payment, but have not received an e-invoice in your customer panel or to your registered e-mail address, please contact us.
You can fill in your billing information during the order.
It is not possible to make changes after completing the order process. Our infrastructure systems will automatically issue an invoice to the billing address you provided as soon as the order is completed.
No, in order for the order to be completed, you must successfully complete the payment process according to the payment method you selected.
General information about cargo issues
All our products are priced inclusive of shipping and VAT. You do not need to pay additional shipping fees for your orders.
We work with almost all shipping companies. This may change over time.
When you add your products to your cart and proceed to the ordering stage, we'll list all the shipping companies you can choose from based on your address. This way, you can choose the shipping company you're most comfortable with, free of charge, in your area.
We are aware of the dissatisfaction and negativity that arises from regional cargo companies. Therefore, as part of our policy, we leave the cargo choice to our visitors.
Yes, you can select your billing address and delivery address separately in your order.
After your order, your cargo tracking number will be automatically sent to you via SMS and e-mail through our system.
Thanks to our integration with cargo companies that we have developed in our infrastructure, you can check your shipment using the tracking code sent to you, either from the "Cargo Tracking" menu in the "My Account" section of our website or on the official website of the relevant cargo company.
You can also do this without logging in to our page, through our "Order Tracking" menu, using the cargo tracking number sent to you and the e-mail address you used when placing your order.
We cannot intervene after your order is delivered to the cargo company.
However, you can contact the relevant shipping company with your tracking number and order number and request an address change. This change may not be possible with some shipping companies due to their policies and delivery conditions.
Orders placed before 12:00 PM within a 24-hour period are generally delivered to your chosen courier company the same day. Orders placed after 12:00 PM will be processed and delivered to the courier company on the next business day. However, in some cases, this timeframe may be extended due to factors such as the supply, production, or other factors related to the ordered product.
We may also experience delays in our product categories such as Gold, Silver and Natural Stones, due to our suppliers and collaborating partners.
Based on all this information, we aim to deliver your orders within a minimum of one day and a maximum of four days. We cannot provide a specific delivery timeframe for your order after delivery. This varies depending on the shipping company you choose.
On average, cargo companies deliver orders within 2 to 4 days, but this may vary depending on the operation of the cargo company in your area.
All our shipments from cargo companies are recorded through the barcode system.
Therefore, you are not responsible for any failure to receive your order, loss, or similar situations. In this case, we, as the sender, and the shipping company, as the intermediary, will resolve the issue. Unfortunately, our intervention and liability in such cases are limited, so our ability to respond to delays and disruptions is limited. However, should such a problem occur, we will promptly ship a replacement product.
If the unique product you ordered is lost in such a scenario, we may not be able to provide a replacement. In this case, we will contact you.
In cases where delivery is not made because you are not at your address, delivery is not made because you provided an incorrect address or contact number, or similar issues, your shipment will be returned to our operations office. If this occurs, please contact us so we can reship to your correct address.
Our operations team effectively and efficiently utilizes our robust technology infrastructure to ensure your orders are delivered to courier companies smoothly and efficiently during busy promotional periods. Our experience ensures no additional delays or complications during this process.
However, in rare cases, delays may occur due to unexpected workloads. Don't worry; in case of delays caused by us, we prioritize your satisfaction by sending a small gift with your order.
When receiving your package, please check for any damage, missing items, or incorrect items. If you detect a problem, please file a report and do not accept the shipment. Contact us immediately.
Delivery to the wrong address may occur for the following reasons:
You may have entered your address information incorrectly during ordering.
An error may have been made on our part while delivering the package to the cargo company.
The courier company may have made an error during delivery.
In such a case, please contact us immediately. If the problem is our fault, we will investigate and initiate a resolution process quickly, making every effort to resolve your complaint as quickly as possible.
If the courier company can't find you when they arrive, they'll usually leave a note and direct your package to the nearest branch. You can pick up your package from there within the specified timeframe.
However, this may vary depending on the shipping company's policies. At this point, the shipping company will contact you.
If there is a situation where you cannot be reached at all, the package will be automatically sent back to us by the cargo company.
Some shipping companies may request identification upon delivery for security reasons. Please have your identification ready upon delivery.
You must show your ID when receiving your order, especially for products such as "Gold", "Silver" and "Natural Stones" that we ship with insurance.
While our current focus is on deliveries within Türkiye, we are also working on international shipments.
You can contact us for your international order requests; we strive to offer a customized solution based on the country of delivery and shipping conditions. We may consider shipping options with our partner international shipping companies.
Country-based shipping times and costs may vary depending on the delivery company's policies and country regulations.
General information regarding cancellation & refund issues
If you wish to cancel your order before it is shipped, please contact our customer service as soon as possible.
Cancellation cannot be made after the shipping process has started.
You can request a return within 14 days of receiving the product. Simply return the product you wish to return to us with its original packaging, all accessories, and your invoice. Our product returns department will verify that the product meets the return conditions and then approve your request.
It is important that the products being returned are unused, undamaged, and in resalable condition. Due to hygiene regulations, returns cannot be accepted for personal use items (e.g., earrings), used decorative candles, room fragrances, or similar accessories.
Orders for personalized products cannot be canceled once the production process has begun. For example, rings made to measure, designs with customer-specific text or motifs, and any products shaped according to individual requests cannot be canceled after the order is confirmed.
Please see our "Legal Information" page regarding this issue.Cancellation & Refund" Also review our policies.
Notes:
We believe in the importance of consumer rights and the right to cancel and return a purchase. However, we would like to remind you that abusing consumer rights is unethical.
Returns made after being purchased and used for need may not be considered within the scope of our return policy.
Thank you for your understanding.
Some product groups are not eligible for returns or exchanges due to product structure and hygiene requirements. Please keep the following rules in mind when returning:
Personal Use Products:
For products that cannot be resold for hygienic reasons after use (for example; earrings, piercings, personalized bracelets, necklaces) returns are not accepted.
Opened Products:
Products such as candles and room fragrances Returns cannot be made if the packaging has been opened, used, or damaged. To be eligible for a return, the product must be unused, its packaging, and contents must be intact.
Gold and Silver Jewelry:
Since the prices of precious metal products such as gold and silver in Türkiye constantly change depending on market conditions, Article 15 of the Consumer Law Accordingly, the right of withdrawal exception applies to these products.
(Article 15/1-ğ: Goods whose price changes due to fluctuations in financial markets are excluded from the scope of return.)
Because gold and silver jewelry There is no legal right of withdrawal for.
Personalized Products:
Products with a name written on them, made to measure or made to order cannot be returned or exchanged.
Damage During Shipping Process:
If there is any damage to the product before delivery, please contact the courier at the time of delivery. amountIt is necessary to keep a record. We provide free exchange or return for products that are kept on file.
When returning a product, the customer is responsible for any damage incurred during shipping due to inadequate packaging. Therefore, when returning a product, we kindly ask that you send it in its original packaging and in a protected manner.
Important Note:
We respect consumer rights and value your satisfaction. However, due to legal regulations and the nature of the products, we would like to point out that some products are not eligible for return/exchange.
In case of any hesitation, you can contact our customer service for detailed information.
For exchanges, we ask that you return your product and place a new order. We do not offer direct exchanges. This method both speeds up the process for you and helps us manage our inventory more efficiently.
You can make your exchange request starting from the date you receive the product. within 3 days at the latest You must notify our customer service.
After notification, the product is expected to be returned in its original packaging and complete with the invoice.
Please note:
For products with limited stock such as natural stone, gold, silver and steel, the stock status of the product for which an exchange is requested may vary.
Exchanges are only valid for products that are unused and in resalable condition.
If the product in stock before you send it to us runs out before the exchange process is completed, the product you selected may not be in stock when you need to create a new order.
Therefore, we recommend that you place your new order as soon as possible to guarantee the product you want to exchange.
Exchange Conditions for Gold and Silver Jewelry Products
Our gold and silver products are subject to special conditions due to their precious and delicate nature.
Exchanges for these products are made under the following conditions:
Exchange request can be made after the product is received. within 3 days at the latest must be reported in writing to our customer service.
The product to be sent for exchange never used, in original packaging, with all certificates and accessories must be complete and undamaged.
On the surface of the product scratch, deformation, fingerprint, traces of chemical contact or signs of use should not be present.
The product to be exchanged is examined by our experts after it reaches us. control If the product is found to be physically suitable for resale, the exchange process is initiated.
Stock volatility in gold and silver products Because the product you are requesting an exchange for is not guaranteed to be in stock, you may need to create a new order instead of exchanging the product.
Important Note:
Gold and silver products are subject to price changes due to financial market fluctuations. Subject to the right of withdrawal exception under the Consumer LawExchange and return procedures for these products are entirely at the discretion of our company.
Yes, invoice information is mandatory for returns.
Since e-Archive Invoices are issued for our sales, your invoice is sent digitally to your e-mail address.
Simply provide your invoice number when requesting a refund; there's no need to send a physical invoice.
Returns and exchanges are not accepted for products with personalized measurements, names or special designs.
These products are excluded from the standard right of return as they are within the scope of special production.
Gift items can also be returned if they meet the return policy. However, refunds will only be made to the original purchaser.
Regarding return conditions; You can review the FAQ questions "How can I return my product?" and "Which products cannot be returned?"
Once your return request is approved by our operations department, the refund will be processed using the same method you used to make your payment.
For payments made by credit card or debit card, the refund instruction is sent to your bank and the amount is reflected in your account, usually depending on the processing times of the banks. 3-7 business days may take.
The time and practices of banks in refund transactions are beyond our company's control, and the process is entirely managed by your bank from the moment the refund transaction is transmitted to the bank.
For payments made via EFT or money transfer, the refund amount will be transferred directly to the bank account you used when making the payment.
From the date of delivery 14 days You can exercise your right of withdrawal without giving any reason.
To exercise the right of withdrawal, the product must be sent to us for return with its original packaging, invoice and all accessories.
The product to be returned within the scope of the right of withdrawal is expected to be unused, undamaged and in a condition suitable for resale.
To submit your return request, simply contact our customer service.
⚠️ Important Note:
Personal use products (e.g. jewelry such as earrings), custom-made products and precious jewelry containing gold/silver, Relevant articles of the Consumer Law is excluded from the scope of the right of withdrawal.
Exchange and return procedures for these products are at the discretion of our company.
The product you return is your responsibility until it reaches us. The product must be packaged securely and securely to prevent damage during shipping.
In case of damage in cargo, the refund may not be possible.
If the product you want to exchange is out of stock, you can create a new order after the return process is completed.
Since stock status is not guaranteed, there is a possibility that the product may run out during the exchange process.
Returns exceeding the legal withdrawal period of 14 days are not accepted.
Return requests made outside this period will only be evaluated within the scope of special circumstances such as product defect.
Additionally, some of our product groups may not be eligible for returns. We recommend reviewing our "Cancellation and Return Policies" regarding this matter.
General information about "Cooperation", "Franchise", "Store" and "Dealership"
No, we don't. At "Cerens Jewelry & Accessories" we directly manage all our store operations ourselves.
In this way, we maintain our brand value, quality standards and customer satisfaction in a sustainable manner.
Yes, all stores we have opened or plan to open are directly owned by Cerens Jewelry & Accessories. We prefer a self-managed operating model at every stage.
No, we only sell our products through our official website. cerens.com We do it through.
We do not sell on any marketplace or other platform.
We supply our products from both imported and domestic sources.
We import various semi-finished and raw material needs from abroad and supply them from domestic producers in line with our quality standards.
For example, while we import some of our chain and charm sets from abroad, we supply others from the workshops of local manufacturers.
We also have certain components and parts produced directly by local manufacturers under our own brand.
Our supply processes can be flexible according to the type of product, quality requirements and seasonal demands.
Thanks to this model, we both follow international quality standards and support local manufacturers.
Absolutely yes. Cerens Jewelry & Accessories was born and grew as a women's entrepreneurship initiative.
Supporting women entrepreneurs is one of the cornerstones of our brand vision.
No, we do not have wholesale or distributor activities.
Each of our products is offered through our own channel, reaching the end user directly.
Collaboration refers to joint work with specific manufacturers and designers in line with the quality standards of Cerens Jewelry & Accessories.
In this process, collaborating manufacturers produce products on behalf of our brand, complying with the determined quality and design criteria.
For example; Cerens Collection The design and production of our products are carried out directly by our own team.
In addition, some special products or product groups in our collection are prepared in collaboration with our reliable manufacturer and designer partners and are added to our stock after passing our quality control processes.
Thanks to this model, we both increase our design diversity and aim to support different manufacturers through sustainable collaborations.
Yes, we offer collaboration opportunities in certain product categories.
We work with manufacturers that meet our quality standards in areas such as accessories, natural stones, gold and silver jewelry.
We especially prioritize collaborations with women entrepreneurs.
No, our brand only sells products we design ourselves or that have passed our quality control processes. We do not sell products from other manufacturers under our brand.
But in the event of a collaboration, this situation may change.
For your cooperation requests Contact Form You can contact us via .
After you share your cooperation details and product information in the form, our team will get back to you as soon as possible.
General information about the products
Our products are produced using high quality materials such as steel, silver, gold plating and natural stone.
All materials are selected in accordance with our quality standards to ensure long-lasting use and elegance.
The materials we use generally do not contain allergenic ingredients such as nickel and lead.
However, for individuals with very sensitive skin types, we recommend paying attention to the material information in the product descriptions.
Our steel and some specially coated products are resistant to water.
However, for the longevity of all jewelry, we recommend avoiding contact with water, perfume, creams and chemicals.
To clean your products, you can gently wipe them using a soft cloth.
We recommend that you avoid chemical cleaners and store your products in dry, airtight places.
Especially for gold-plated and silver products, proper care and storage conditions extend the life of the product.
Yes, due to their structure, natural stones may show slight color, vein or pattern differences in each product.
This is due to the natural and unique structure of the product; each piece is unique.
Yes, our products are under warranty against manufacturing defects.
If you experience a problem with the product that is not caused by a usage error, you can contact our support team.
Among our Steel products, which are outside the Gold and Silver categories, we also have products in materials known as gold plating, that is, painted with gold color.
"Gold-plated" products, that is, products with a gold color, maintain their shine for a long time with proper use and maintenance.
However, prolonged exposure to external factors such as chemicals, excessive moisture and sweat may cause color changes on the surface over time.
Unfortunately, this isn't related to product quality; it's a natural chemical reaction. Therefore, with proper care and use, you can use it for a long time.
General information about Campaigns and Gift Cards
Yes, at Cerens Jewelry & Accessories, we offer custom-designed digital gift cards.
Our gift cards can be purchased for certain amounts and used by the person you gift them to at cerens.com.
Gift cards are valid from the date of purchase. 1 month valid throughout.
Cards that are not used within the specified period will lose their validity.
You can subscribe to our newsletter to be informed about new campaigns, discounts and special offers.
You can also see our current campaigns by following our Instagram and other social media accounts.
You can use your discount code by entering it in the relevant field on the cart page.
If your code is included in a valid promotion, your discount will automatically be applied to the total amount.
No, only per order a discount code available.
Discount codes cannot be combined and their use with campaigns may vary depending on the campaign conditions.
Discount codes are often valid on specific product groups or for limited periods.
The code may have expired or you may not be complying with the campaign terms.
If you experience any problems, you can contact our customer service.
In case of a refund for purchases made with a gift card, the fee will be credited back to the cardholder as a gift card balance.
Cash refunds are not available.
Yes! We organize special campaigns on special occasions like Valentine's Day, Mother's Day, New Year's Eve, and seasonal offers.
You can sign up for our newsletter to be the first to know about these special campaigns.