CONTACT INFORMATION

  • How can I contact Mesele? 

You can contact us at any time through the e-mail address info@mesele.com.tr, and a member of our team will respond to your message as soon as possible.
If you prefer to reach us by phone, you can call us on weekdays from 09:00am to 06:00pm on the number +90 216 4620470.



ACCOUNT INFORMATION

  • I forgot my password, what can I do? 

You can login with the 'I forgot my password' link on the user login page, and a new password will be sent to your e-mail address.

  • Where and how can I use my discount coupon code?

You can use your coupon codes when you complete your order and proceed to the payment page. Once you have entered your coupon information in the Discount Coupons section and click 'OK', the discount will automatically be applied to the product prices.



ORDERS

  • How can I get information about my order? 

Information regarding orders can be found on your personal customer page once you have logged in. If you have any questions, you can contact us by e-mail at info@mesele.com.tr or you can reach us by phone at + 90 216 4620470.

  • What payment methods do you accept? 

PayU’s international security standards (with PCI DSS, and SSL certificate), and their filtered payment page facilitates payment from seven different bank cards (Bonus, World, Axess, Maximum, CardFinans, AsyaCard and Paraf). This allows you to safely use your credit cards and take advantage of your installment and points benefits. You can also make a quick payment with your Paypal account, or you can pay by bank transfer and receive a 5% discount on your order.

  • Can I make changes to an order that I have already placed? 

If the products in your ordered have not yet shipped, then you can make changes to your order. Products which have been delivered cannot be exchanged, and can only be returned.

  • How safe is it to give my credit card information on your website? 

Mesele.com.tr has taken all the necessary safety precautions in order to ensure the highest level of safety on our website. Your personal information will be safe thanks to our Fraud prevention services and SSL security. We use the PayU payment system, which works with more than 100,000 member workplaces on four continents; the payment page features PCI DSS Level 1 and SSL certificates, and the payment stage developed features more than 100 Fraud filters, which ensures the minimum amount of risk and potential losses in order to ensure your safety. In addition, you do not need to be a member of the PayU payment system in order to use this method, and your credit card details are not retained during or after the purchase.

  • Do you offer gift wrapping services? 

All Mesele products have cards that contain explanations about the symbol, its’ meaning and the production process along with packages which are designed exclusively for each product. In order to prevent damages that may occur during shipping, we wrap your packages and put them in boxes with surprise gifts, cards and coupons and our love. We want you to receive a gift that will make you happy with every detail, not a damaged package. To sum up, we guarantee that you will like your gift pack.

  • What currency will be withdrawn from my account? 

Mesele.com.tr offers global shipping, and our customers can choose to pay in either TL, USD, or Euro, according to their preferences.



CARGO

  • I received an e-mail saying that my order has shipped, but my order has not yet arrived. What can I do? 

As you may know, courier companies provide troubled service. Therefore, we track your shipment for you until we are certain that you receive it. You can contact us about your order by e-mail info@mesele.com.tr or by phone +90 216 4620470 if you need information anytime you want.

  • How is the order shipping delivery time determined?

We ship your order within 1-3 business days. The delivery times for the cargo companies we work with are as follows:

MNG Cargo within Turkey: Average shipping delivery time is 1 business day within the same city, and 2-4 business days between cities.
International shipping with PTT : Delivery times vary by country.

  • My order is late, what should I do? 

For orders which the delivery date has passed, you can contact us at the info@mesele.com.tr e-mail address, or reach us by phone at + 90 216 4620470.

  • Which countries do you do deliver to? 

Mesele.com.tr offers worldwide shipping. For more detailed information on which countries we deliver to, see our address information page.

  • Can you ship each product to every country? 

All of Mesele.com.tr’s products are shipped all over the world.

  • How are shipping costs determined? 

Our system automatically calculates shipping costs based on weight and the list prices of our partner shipping companies.

  • Which shipping companies do you work with? 

Our company works with MNG Cargo for domestic orders, and PTT services for international orders.

  • How can I track my order? 

A tracking code for your order will be sent to you by e-mail. You can track your order through this link.



RETURNS AND EXCHANGES

When your order is delivered, you should open your package and check the products in the presence of the authorized shipping company employee. It is particularly important to do this is the case of crushed, torn, opened or wet packages. If you encounter an unexpected situation with the product package, you should report the damage to the delivery person and not accept delivery of the package, and instead return it to us through the shipping company.
If the original packaging is damaged or destroyed in any way due to use, return of the products will not be accepted. The customer must return the product in the same condition in which it was received, and is responsible for any damage caused from use.

  • The products that I ordered are not the same as those I received, what should I do?

Mesele products are hand-made from natural materials, using traditional production techniques, each one produced individually; while we adhere to certain quality standards and give great importance to the quality of our products, the product you receive may vary slightly from the photograph on our website, particularly in regards to color, size and texture. Most of the time, the product that you receive is unique. We feel that this individuality makes our products special, but if you do not agree, you can contact us at by email at info@mesele.com.tr, or reach us by phone at + 90 216 4620470.

  • I would like to exchange the product that I purchased. What should I do?

You cannot exchange products which have already been delivered. You may instead return these products within 15 business days.

  • I would like to return the product that I purchased. What should I do?

At Mesele.com.tr, customer satisfaction is our top priority. Under the consumer’s statutory ‘right to return without showing cause’, you can legally return the product within 15 business days. Any products to be returned or exchanged, must be undamaged, along with the packaging, and must be returned together with any accessories, unused, and in a condition in which they can be re-sold. Otherwise, refund or exchange requests will not be accepted.

  • The product I received is damaged/defective. What should I do?

If the items you have purchased from Mesele.com.tr are damaged or defective, they can be returned within 15 business days, with a full refund. Damaged products can be shipped back with the payment billed to the receiver.