FREQUENTLY ASKED QUESTIONS - FAQ
Can I shop without becoming a member?
To place an order, you need to enter your membership information. Sign up now to place an order and stay updated on all our exclusive offers.
[Click here to sign up]
How can I create an account?
Click the account icon at the top right corner of the homepage and fill out the form on the registration page. Once you become a Luokk member, you’ll be the first to know about exclusive deals and enjoy all membership benefits.
How can I update my account information?
You can update your personal membership details, such as your phone number or email address, in the "Account Settings" section under "My Membership Information."
I forgot my password, what should I do?
Click the “Forgot Password” link on the login screen. You can enter the email address you used during registration and the security code to receive a reset link.
How can I cancel my membership?
To cancel your membership, go to the "My Membership Information" section under “My Account” and click “Delete My Account” to start the cancellation process.
ORDERS & PAYMENT
How can I find the product I'm looking for?
Type the product type, name, or code into the search bar located at the top left of the page, or browse through the Categories menu at the top of the homepage.
How can I place an order?
After signing up, add your favorite products to your shopping bag. Click on the “My Cart” button at the top right of the page to review your order. Here, you can make changes, see quantities and total cost. To proceed, click “Checkout,” fill in your delivery and billing information, and confirm your order by entering your payment details.
What are the available payment methods?
You can pay using a debit/credit card or by wire transfer/EFT.
Where can I view installment options?
Installment options are displayed on the “Payment” page and vary depending on your bank’s promotions.
Where can I view my orders?
You can view all your orders under the “My Orders” section in your account.
Can I order from anywhere in Türkiye?
Yes, you can order from anywhere in Türkiye.
What should I do if I get an error while ordering?
If you experience any issues while placing an order, please contact us via our email or phone number. Our Customer Service team will assist you as soon as possible.
How can I cancel my order?
Go to “Account Settings” → “My Orders,” select your order, and cancel it within the allowed timeframe. If your order has already been processed, you can send the product back within 14 business days for a return.
SHIPPING & DELIVERY
Which courier do you use?
Orders are shipped via Yurtiçi Kargo.
When will my order be shipped?
Delivery takes approximately 2 business days within Istanbul and up to 4 business days outside Istanbul. Orders placed on public holidays will be shipped the following business day. Orders paid by credit card before 2:30 PM are shipped the same day; orders placed after 2:30 PM are shipped the next business day.
When will weekend/holiday orders be shipped?
Orders placed on weekends or holidays will be shipped on the next business day.
How can I track my shipment?
You can track all your orders and shipping status under the “My Orders” page.
Do I have to pay for shipping?
Shipping is free for orders over 1500 TL. For orders under 1500 TL, shipping costs are covered by the customer.
How can I change my delivery address?
Once an order is confirmed, the address cannot be changed. If the address is incorrect, you must cancel the order and place a new one. You can update your address via the "Address Book" under "Account Settings" or by adding a new address during checkout.
RETURNS & EXCHANGES
How can I exchange a product I purchased?
You must submit a Return & Cancellation Request via our system at www.luokk.co.
How can I return a product I purchased?
Items must be returned complete and undamaged with all original packaging and documents using the return code 1156874285 via Yurtiçi Kargo. If another shipping provider is used, the shipping cost will be covered by the customer.
Do I have to pay for return shipping?
No. You can return your item for free via Yurtiçi Kargo using the customer code 1156874285.
What is the return period?
You have the right to withdraw from the contract without providing any reason within 14 days from the date of delivery. The product and packaging must be in resellable condition and undamaged from trial use.
I canceled my order, when will I receive my refund?
Refunds are processed within 14 days after we receive the returned product and documents, provided that the item is in resellable condition.
What are the return conditions?
- The original invoice must be included. If the invoice is issued to a company, a return invoice must be provided.
- The product must be returned complete, undamaged, and in its original packaging.
- For returns made within the allowed period, the shipping fee is paid by the customer unless otherwise stated.
- Refunds cannot be issued if the return conditions are not met.
PERMISSION-BASED COMMUNICATION
How can I cancel my membership?
You can cancel your membership by filling out the form at www.luokk.co.
