Shipping Policy

All orders are carefully prepared and shipped from Türkiye. Jewelry and other valuable products are sent using secure, reliable, and trackable shipping services suitable for the nature and value of the product and the destination country.

Order Processing Times

In-stock products are generally dispatched within 2–5 business days after the order has been confirmed.

Made-to-order, resized, personalized, customized, or specially produced items generally require 7–21 business days before shipment.

The estimated processing time for each product may be stated on the product page or communicated to the customer after the order has been placed.

Weekends and public holidays are not considered business days.

Insured and Secure Shipping

Orders containing jewelry and valuable products are shipped, whenever available, using services that include:

• Shipment tracking,

• Recorded delivery,

• Declaration of the appropriate product value,

• Insurance or additional shipment protection under the carrier’s applicable terms.

The shipping carrier and service will be selected according to the product value, delivery address, destination country regulations, and the carrier’s conditions for transporting jewelry and valuable goods.

For security purposes, the exterior packaging will not contain wording that clearly identifies the contents as jewelry, diamonds, or other valuable items.

Shipment Tracking

Once your order has been handed over to the shipping carrier, a tracking number will be sent to you by email or through the contact information provided during checkout.

Please allow up to 24–48 hours for the tracking information to become active in the carrier’s system.

Estimated Delivery Times

Estimated delivery times after dispatch are as follows:

Domestic shipments within Türkiye: 1–4 business days
Shipments to Europe: 3–10 business days
Shipments to the United States and Canada: 4–12 business days
Other international shipments: 5–15 business days

These delivery times are estimates and do not include the order processing or production period.

Customs inspections, public holidays, peak shopping periods, weather conditions, security checks, regional restrictions, and carrier-related delays may extend the delivery period.

Diyes cannot be held responsible for delays caused by circumstances outside its direct control.

Shipping Fees

Shipping fees are calculated according to the destination country, product value, parcel size, insurance or additional protection costs, and the shipping service selected.

The applicable shipping charge will be displayed during checkout before payment is completed.

High-value orders may require an additional fee for insurance, special handling, or secure delivery. Where applicable, the customer will be informed before the order is dispatched.

Customs Duties, Taxes, and Import Charges

Orders shipped outside Türkiye may be subject to the customs and import regulations of the destination country.

Unless expressly stated otherwise, the product price and shipping fee do not include any charges that may be imposed by the destination country, including:

• Customs duties,

• Import taxes,

• Value-added tax or sales tax,

• Customs clearance and processing fees,

• Brokerage, handling, or presentation fees charged by the shipping carrier.

These charges are determined and collected by the customs authorities and shipping carrier in the destination country. Payment of these charges is the responsibility of the recipient.

Diyes cannot estimate or guarantee the amount of customs duties, taxes, or import charges that may apply in the customer’s country.

Customers are advised to check the customs and import regulations of their country before placing an order.

Where an order is refused, not collected, or returned to us due to unpaid customs duties or import charges, the outbound shipping cost, return shipping cost, insurance charges, customs charges, and processing fees may be deducted from any eligible refund.

Accurate Delivery Information

The customer is responsible for providing complete and accurate delivery information during checkout.

The recipient’s full name, delivery address, postal code, telephone number, and email address must be entered correctly.

In certain countries, customs authorities may request the recipient’s identification number, tax number, or additional documents to complete the customs clearance process.

Diyes is not responsible for delays caused by the customer’s failure to provide the requested information or documents within the required period.

Once an order has been dispatched, it may not be possible to change the delivery address.

Additional charges resulting from an incorrect or incomplete address, failed delivery, or returned shipment may be the responsibility of the customer.

Delivery and Signature Requirement

For the security of valuable products, shipments may require a signature upon delivery.

The recipient or another authorized person may be required to be present at the delivery address.

Where delivery cannot be completed after the carrier’s delivery attempts, the shipment may be held at a local facility or returned to us.

If the exterior packaging appears damaged, opened, crushed, tampered with, or resealed, the customer should:

1. Inform the delivery agent before accepting the parcel,

2. Request an official damage or incident report,

3. Photograph or record the parcel and packaging,

4. Contact us at info@diyes.co within 24 hours.

Damaged, Missing, or Incorrect Orders

If your order arrives damaged, incomplete, or contains an incorrect product, you must contact us within 24 hours of delivery.

To allow us to investigate the issue, you may be required to provide:

• Your order number,

• Photographs and videos of the product,

• Images showing all sides of the shipping parcel,

• A photograph of the shipping label,

• The carrier’s damage or incident report, where available,

• A video showing the parcel being opened.

The product and all original shipping materials must be retained until the investigation has been completed.

Please do not discard or alter the packaging during the investigation period.

Lost Shipments

If tracking information has not been updated for an extended period or a shipment is believed to be lost, an investigation will be opened with the relevant shipping carrier.

Lost or damaged shipment claims are subject to the carrier’s investigation procedures and insurance terms.

A refund or replacement may not be issued until the carrier’s investigation has been completed.

If the carrier officially confirms that the shipment has been lost, the order may be reproduced, subject to stock and production availability, or an appropriate refund may be issued.

Shipments Marked as Delivered

If the tracking information shows that the shipment has been delivered but the customer cannot locate it, the customer should first check with:

• Other people living at the delivery address,

• Building management, reception, or concierge services,

• Neighbors,

• Secure delivery locations,

• The local shipping office.

If the parcel is still missing, the customer must contact us within 48 hours of the recorded delivery time.

We will then request a delivery investigation from the shipping carrier.

Unclaimed or Refused Orders

If a parcel is refused, not collected, not cleared through customs, or returned to us, any refund will be assessed after the product has been received and inspected.

The following costs may be deducted from the refundable amount:

• Original shipping charges,

• Return shipping charges,

• Insurance and special handling charges,

• Customs duties and import-related charges,

• Carrier processing, storage, or brokerage fees.

Personalized, resized, engraved, custom-made, or specially produced products will be assessed separately under our Return Policy.

Restricted Shipping Destinations

We may be unable to ship to certain countries or regions due to international sanctions, war, security concerns, carrier restrictions, customs regulations, or limitations relating to the transportation of jewelry and valuable goods.

If a secure and appropriate shipping service is not available for the delivery address provided, the customer will be informed and the order may be canceled.

Where an order is canceled for this reason, an appropriate refund will be issued.

Contact Us

For any questions concerning shipping or delivery, please contact us:

Email: info@diyes.co