FOEN | Last updated: 31 October 2026
Every FOEN order is prepared with care. The terms below explain how delivery, the statutory right of withdrawal, voluntary exchange and after-sales services are handled. They apply together with the order-specific Pre-Contractual Information Form and Distance Sales Contract.
1. Dispatch and Delivery
Products that are in stock and do not require personalisation or bespoke production are handed over to the carrier within no more than 2 business days following confirmation of the order and payment. Products made to the consumer's specifications or personalised are handed over to the carrier within no more than 10 business days. For products that are not in stock and are produced to order as standard, the dispatch time is notified separately before the order is placed; unless otherwise stated, it is 10 business days.
These periods are dispatch periods, i.e. the time until the product is handed over to the carrier, and not delivery periods to the customer. Transit time varies separately depending on the delivery address. Order-specific dispatch and estimated delivery information is displayed before the order is placed. For orders that must arrive by a specific date and for special requests, FOEN may be contacted.
Without prejudice to any periods separately agreed for products prepared in accordance with the consumer's personal requests or needs, delivery may not exceed the maximum period prescribed by law. Production workload alone does not constitute grounds for extending the period unilaterally or indefinitely. The consumer will be informed in the event of a delay; the consumer's statutory rights of termination and refund are reserved.
For standard shipments within Türkiye, the shipping charge is borne by FOEN unless expressly stated otherwise before the order is placed. The product is delivered to the address you specified in your order, to you or to a person you have authorised. FOEN is responsible for any loss or damage occurring until delivery when the carrier designated by FOEN is used.
2. Return and Exchange Requests
You can submit your request by writing to info@foenjewelry.com or by calling +90 545 855 39 36. Your order number, name and details of the relevant product facilitate the process. You may share the nature of your exchange or repair request; you are not required to give a reason for a return under the right of withdrawal.
A statutory notice of withdrawal must be made via a durable medium such as email or written notice. After obtaining information and support by phone, you must also communicate your decision to withdraw in writing. No prior approval is required for statutory withdrawal. The return address and shipping instructions can be obtained from customer service. Registered address: Harbiye Mahallesi, TeÅŸvikiye Caddesi Ä°smet Apartmanı No:45 İç Kapı No:1, ÅiÅŸli / Ä°stanbul, Türkiye
3. Statutory Right of Withdrawal
For products not falling within the exceptions to the right of withdrawal, the consumer may withdraw from the contract within 14 days from the date on which the consumer, or a third party other than the carrier designated by the consumer, takes delivery of the product, without giving any reason and without incurring any penalty. The right of withdrawal may also be exercised before delivery. Where products in a single order are delivered separately, the period starts upon delivery of the last product.
It is sufficient for the notice of withdrawal to be sent to FOEN in writing or via a durable medium such as email before the period expires; FOEN's approval is not required. The email address is info@foenjewelry.com. Requests and information support may be obtained by phone; however, the decision to withdraw should additionally be communicated by email or written notice so that it is recorded. Providing the order number and product details facilitates the process; stating a reason is not mandatory.
Unless FOEN offers to collect the product itself, the consumer shall send the product back within 14 days from the notice of withdrawal. Use of the model withdrawal form is not mandatory; an email or letter clearly stating the same intention is sufficient.
The product should be sent back in a manner that prevents damage during transport, together with its certificate, accessories and any gifts linked to the product, if applicable. Where possible, the original box and packaging should be used and the invoice or order information should be enclosed. The absence of the packaging or the invoice alone does not automatically remove the statutory right of withdrawal. The consumer cannot be held liable for changes and deterioration resulting from use of the product in accordance with its operation, technical specifications and instructions for use; any other loss of value is assessed in accordance with the applicable legislation.
4. Return Shipping and Refunds
For statutory withdrawal returns within Türkiye, the designated carrier is Yurtiçi Kargo. No return shipping fee is charged to the consumer for returns made through this carrier. If the carrier has no branch where the consumer is located, FOEN arranges for the product to be collected without requesting any additional cost. A shipping code and dispatch instructions for the return may be obtained from FOEN; requesting such instructions does not constitute an approval requirement for the validity of the notice of withdrawal. The product may be sent to the registered address or to the authorised return address notified in writing by FOEN in relation to the order.
Where a different carrier is chosen, the cost and liability are determined in accordance with the applicable legislation. For defective, incorrect or incomplete shipments attributable to FOEN, the necessary return and exchange shipping costs are borne by FOEN.
For products returned under the right of withdrawal, the price paid and, where required by law, the delivery costs to be refunded are reimbursed within no more than 14 days from the date on which the product is handed over to the carrier specified in the pre-contractual information. If a different carrier is used, the period starts on the date the product reaches FOEN. In the case of withdrawal before delivery, the period starts when the notice of withdrawal reaches FOEN.
The refund is made by FOEN in a single payment, in a manner consistent with the payment instrument used for the purchase, without imposing any cost or obligation on the consumer. The way in which a bank reflects an instalment transaction on the card depends on the bank's practice. Except for a different method expressly accepted by the consumer and entailing no cost to the consumer, the amount will not be compulsorily converted into a gift voucher or store credit.
5. Personalised Products, Rings and Hygiene Exception
Products prepared in accordance with the consumer's requests or personal needs are excluded from the statutory right of withdrawal. Moment products engraved with a name, date or time, rings manufactured to a size specific to the consumer, and bespoke design requests fall within this scope. A standard product that is produced after the order solely because it is not in stock is not, for that reason alone, deemed personalised. The bespoke nature of the product and the exception to the right of withdrawal are clearly notified to the consumer before the order is placed.
For earrings and piercing products, the statutory right of withdrawal cannot be exercised if, after delivery, protective elements such as packaging, tape, seal or package have been opened and the return of the product is unsuitable for reasons of health or hygiene. Requests made without such protective elements having been opened will not be rejected outright on the grounds of this exception.
The statutory exception relating to goods whose price depends on fluctuations in the financial markets and is beyond FOEN's control applies only where the specific sale meets those conditions. Not all jewellery is automatically excluded from returns under this heading.
These exceptions do not remove the consumer's statutory rights in respect of defective, incorrect or non-conforming products.
6. Product Exchange and Price Difference
In addition to the statutory right of withdrawal, FOEN offers a voluntary product exchange for eligible products within 14 days from the date of delivery. The product must be unused, retain its original condition and be complete with its certificate, accessories and any gifts. Voluntary exchange is not offered for personalised products or products genuinely manufactured to a specific size. Voluntary exchange is not available for earrings and piercings whose hygiene protection has been opened.
In a voluntary exchange, the shipping costs for sending the product to FOEN and for sending the new product to the customer are borne by the customer. The amount is notified to the customer before the transaction is completed. Statutory exchange requests relating to defective or incorrect products are not subject to these charges.
An exchange is subject to the stock and production availability of the selected product. Where a higher-priced product is selected, the difference is paid by the customer. In a voluntary exchange for a lower-priced product, the remaining difference is not refunded in cash; the customer may add one or more products to the same exchange transaction and pays the difference if the total exceeds the original purchase amount. Where no suitable product is selected, the transaction will not be completed without the customer's consent.
This price difference rule applies only to a voluntary exchange chosen by the customer. The right to request a refund under the statutory right of withdrawal and the rights to a refund or price reduction arising from defective goods cannot be restricted. If an exchange is not possible, these rights of the consumer continue to apply, provided that their conditions are met.
If the exchange product you select is out of stock, suitable alternatives and any production time will be notified to you. A different product will not be sent without your acceptance. If your statutory withdrawal period and its conditions are still met, you may opt for a refund instead of an exchange.
7. Defective or Incorrectly Shipped Products
If the product is defective, the consumer may exercise one of the following rights under Law No. 6502: withdrawal from the contract with a refund of the price, a price reduction proportionate to the defect, free repair unless it entails excessive cost, or, where possible, replacement with a non-defective equivalent. Statutory limits and proportionality provisions are reserved. The necessary costs arising from the exercise of these rights are not charged to the consumer.
Liability for defective goods is subject to a limitation period of two years from delivery, without prejudice to cases where the law provides for a longer period and to provisions on gross negligence or fraudulently concealed defects. Additional care or repair services offered by FOEN do not reduce these rights.
In the event of damage, an incorrect product or an incomplete shipment, you can contact FOEN, where possible with your order number and a photograph. Being unable to provide a photograph or a carrier damage report does not automatically remove your statutory rights.
8. Repairs and Resizing
FOEN offers additional free repair support for manufacturing defects within the first 12 months from delivery. This support is in addition to the consumer's longer-term statutory rights; it does not limit legal liability to 12 months. Damage caused by ordinary wear and tear or by use contrary to the instructions for use is excluded from this additional service.
The necessary shipping costs within the scope of statutory free repair are borne by FOEN. Care, resizing (reduction or enlargement) and paid repair requests outside the scope of statutory rights are priced after the technical suitability of the product has been assessed. The fee and estimated time are notified to the customer; no paid work is carried out without approval. The shipping costs for such services are also notified in advance.
9. International Orders
For international orders, the delivery region, shipping charge and known additional costs are displayed before the order is confirmed. Import taxes, customs duties and other statutory charges of the recipient country are borne by the buyer unless expressly stated otherwise before the order is placed. The possibility of additional charges whose amount cannot reasonably be calculated in advance is also notified before the order is placed.
For international returns and exchanges, shipping and customs procedures are coordinated with FOEN. The allocation of costs is determined on the basis of the mandatory law applicable to the order and the pre-contractual information; no cost that is legally borne by FOEN will be charged to the consumer. The product being held at customs or the buyer's failure to take delivery does not, in itself, remove all statutory return rights. Mandatory consumer protection provisions in the consumer's country of residence are reserved.
10. Requests and Complaints
Requests and complaints may be submitted to info@foenjewelry.com or by phone at +90 545 855 39 36. Depending on the value of the dispute and the monetary thresholds in force, the consumer may apply to the Consumer Arbitration Committee or the Consumer Court at the place of the consumer's residence or where the consumer transaction was carried out. Provisions on mandatory mediation as a precondition to litigation are reserved. No exclusive jurisdiction clause restricting the consumer's statutory jurisdiction and application rights applies.
