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Shipping & Returns – Frequently Asked Questions

 

SHIPPING

 

1. Where do you ship from?

All products are shipped directly from our partner suppliers and artisan workshops in Turkey. We coordinate international logistics from major Turkish ports including Istanbul, Izmir, and Mersin.

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2. Do you ship Australia-wide?

Yes. We deliver to all major cities and regional areas across Australia, including warehouses, retail stores, and fulfilment centres.

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3. What are your shipping methods?

Depending on the order volume and urgency, we offer:

 

  • Sea Freight (LCL/FCL) – Ideal for bulk or pallet orders (8–12 weeks)

  • Air Freight – Faster delivery for smaller or urgent shipments (7–14 days)

  • Courier Express (DHL/FedEx/UPS) – For select small-batch orders (3–7 days)

 

We always optimise for cost-effectiveness and lead time based on your order profile.

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4. What are the estimated delivery times?

Typical lead times (production + transit):

 

  • Standard Orders: 6–10 weeks

  • Custom or Made-to-Order: 8–14 weeks

  • Express Orders: 7–14 business days

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Delays due to customs clearance, port congestion, or public holidays (in Turkey or Australia) may occur and will be communicated promptly.

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5. Who manages customs clearance and import duties?

We offer both DDP (Delivered Duty Paid) and DAP (Delivered At Place) terms. Under DDP, we handle all customs, import duties, and GST declarations on your behalf. Under DAP, these remain the buyer’s responsibility. We’ll clarify this at the quotation stage.

 

6. Are products insured during shipping?

Yes. All shipments are covered by cargo insurance up to the declared invoice value. This protects against damage, loss, or theft in transit. Additional coverage can be arranged upon request.

 

7. Can I track my shipment?

Absolutely. We provide live tracking details via our logistics partner portals once your order is dispatched from Turkey.

 

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RETURNS

 

1. What is your return policy?

As a B2B sourcing platform, our return policy is aligned with international trade practices and Turkish Commercial Law (Türk Ticaret Kanunu). Returns are accepted under the following conditions:

 

  • Items are damaged in transit

  • Goods are materially defective or not manufactured as per agreed specifications

  • Products are delivered in error

 

Requests must be made within 7 days of delivery with supporting evidence (e.g., photos, invoices).

 

2. Can I return custom-made or artisan products?

Custom or made-to-order items (e.g., bespoke ceramics, textiles with private labelling, or personalised packaging) are non-returnable unless faulty or damaged. This is in accordance with Australian Consumer Law (ACL) exclusions for customised goods.

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3. What happens if my items arrive damaged?

Please inspect all shipments upon arrival. If any products are damaged:

 

  •  Notify us in writing within 7 days

  •  Include photos and a description of the damage

  •  Keep all original packaging

 

We will either replace the goods or issue a partial/full credit depending on the situation and stock availability.

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4. Who pays for return shipping?

If the return is due to an error on our part or a defective product, the supplier will cover the cost of return freight. In all other cases (e.g., change of mind on standard goods), return shipping is at the buyer's expense, and acceptance is at our discretion.

 

5. Are returns subject to inspection?

Yes. Returned items must pass quality inspection in our Turkish or Australian partner warehouse before any credit or replacement is issued. Goods must be in original, unused condition with all tags and packaging intact.

 

6. How long does the returns process take?

From return authorisation to resolution (refund, replacement, or credit), the process typically takes 10–21 business days. We’ll keep you updated throughout.

 

7. Do you comply with Australian Consumer Law?

Yes. While our platform is B2B, we operate transparently and fairly in accordance with Australian Consumer Law (ACL) and ACCC guidelines on guarantees and obligations in business transactions.

 

Still have questions?

Contact our support team at  hello@craftedanatolia.com  or via your account manager for tailored shipping and return advice based on your product category and order size.

 

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