Shipping & Returns

This Shipping & Returns Policy applies to consumer orders placed through garaiastudio.com. The product page, cart, checkout and order confirmation show the product-specific price, availability, preparation time and delivery charge and form an integral part of this policy.

In-stock products are prepared for dispatch within 3–7 business days after payment is successfully authorised. Preparation times for made-to-order products vary by product and are stated on the relevant product page before purchase. UPS and Yurtiçi Kargo are the carriers currently used by Garaia; the carrier available for an order may vary by destination and service.

After dispatch, the estimated transit time is 2–5 business days within Türkiye and 5–10 business days for international deliveries. These are estimates rather than guaranteed delivery dates. Remote-area service, public holidays, customs procedures, force majeure or carrier disruptions may extend them. Unless a longer period is expressly agreed for goods prepared to the consumer's specifications or personal needs, delivery will not exceed the statutory maximum period.

Please inspect the parcel when it arrives. If the outer parcel is visibly damaged, ask the carrier to record the damage and contact us promptly with your order number and clear photographs. This request helps us investigate the shipment and does not limit your mandatory consumer rights.

Garaia remains responsible for loss or damage until the goods are delivered to the consumer or a third party designated by the consumer. If the consumer independently chooses a carrier not offered by Garaia, risk may pass when the goods are handed to that carrier as permitted by law.

Where the statutory right applies, consumers may withdraw from a distance sale without giving a reason within 14 days. For goods, the period generally begins on the day the consumer or the designated third party receives the goods. A clear withdrawal notice must be sent before the period expires by email to info@garaiastudio.com or through another durable method made available by Garaia.

Unless Garaia offers to collect the goods, they must be sent back within 14 days after the withdrawal notice. Products should be protected and returned with their accessories and, where reasonably possible, original packaging. Missing original packaging does not by itself remove a statutory withdrawal right. The consumer is not responsible for changes caused by using the product in accordance with its operation, technical characteristics and instructions during the withdrawal period.

The right of withdrawal does not apply where a statutory exception applies. This may include goods produced to the consumer's specifications or clearly personalised, goods that deteriorate rapidly, and sealed goods unsuitable for return for health or hygiene reasons after their seal has been opened. A product is not treated as personalised merely because it is handmade or made in limited quantities; the relevant product page must identify any personalisation or made-to-specification feature.

Before sending an item, email info@garaiastudio.com with the order number and wait for written shipping instructions. The current approved domestic return route is Yurtiçi Kargo with pickup at its Osmanbey Branch. Do not send products cash-on-delivery or through another route unless expressly instructed.

For an ordinary withdrawal, Garaia's policy is that the customer bears the return shipping cost only where the designated carrier, the exact return cost—never exceeding the original delivery cost—and the party responsible have been clearly disclosed before the order. If these details were not disclosed, Garaia bears the return cost as required by law. Garaia always bears return shipping for defective, damaged or incorrectly supplied products. If the customer chooses a carrier other than the one designated before purchase, the customer bears that return cost and the refund period begins when the product reaches Garaia.

For a valid withdrawal returned through the designated carrier, Garaia refunds all sums required by law—including the standard outbound delivery cost—within 14 days after the product is handed to that carrier. We aim to complete the internal review within 5–7 business days without extending the legal deadline. Refunds are made in one transaction through the original payment method without imposing a fee or obligation on the consumer. Additional delivery costs arising from a method more expensive than the standard option need not be refunded where permitted by law.

Defective goods are handled separately from discretionary returns and withdrawal. Consumers retain all mandatory remedies available under applicable consumer law, including repair, replacement, price reduction or termination where their legal conditions are met.

Many Garaia pieces are handcrafted in small batches or limited editions. If a product becomes unavailable after purchase, Garaia will contact the customer promptly and offer a lawful solution, such as a full refund, an available alternative accepted by the customer or a later shipment accepted by the customer. Stock unavailability alone is not treated as objective impossibility.

Slight variations in colour, texture, weave or finish may be natural characteristics of artisanal production and are not defects where the product remains consistent with its description and reasonable expectations. Mandatory rights relating to defective goods remain reserved.