Shipping & Returns
— Policy · Logistics
Shipping
& returns.
In short
Dispatch within 3 business days, a 14-day right of withdrawal, a 2-year manufacturer warranty, lifetime spare parts. Details below — but the core idea is this simple.
— 01 · Preparation
3 business days
Dispatch time for in-stock pieces. Bespoke orders take 4–6 weeks of lead time.
— 02 · Complimentary
Over ₺2,500
Standard shipping across Turkey is complimentary. Below this, ₺89.
— 03 · Withdrawal
Within 14 days
Return your unused piece unconditionally; return shipping is complimentary.
— 04 · Warranty
2 years + lifetime
Manufacturer warranty of two years; spare parts available for a lifetime.
Shipping fees and times.
We dispatch to all of Turkey through Aras Shipping and Yurtiçi Shipping. For large washbasins and stone pieces, we have a dedicated transport team.
— A note
“Delivery of large pieces — stone basin, bathtub, vanity — is by appointment; our team will call to agree a suitable day.”
| Region | Time | Fee |
|---|---|---|
| Within Istanbul — same day | SAME DAY · Orders before 16:00 | ₺ 149 |
| Within Istanbul | 1 BUSINESS DAY | ₺ 89 · Free over ₺2,500 |
| Major cities | 2–3 BUSINESS DAYS | ₺ 89 · Free over ₺2,500 |
| Anatolia-wide | 3–5 BUSINESS DAYS | ₺ 129 · Free over ₺2,500 |
| Large piece — bespoke transport | 5–10 BUSINESS DAYS | Per quotation — our team will call |
| Europe — DHL Express | 3–5 BUSINESS DAYS | Calculated at checkout |
Order journey.
Order receivedINSTANT
Confirmation email + SMS. If in stock, preparation begins the same day.
Final check+24 HOURS
Every piece passes through a hand inspection before dispatch — surface, seals, complete packaging.
Packaging & dispatch+48 HOURS
No foam; a recyclable cardboard cradle with cotton-twine packaging. Handed to the courier with tracking number.
In transit1–5 BUSINESS DAYS
Live updates via SMS and email. Real-time tracking from your account.
DeliveryAPPOINTMENT / TO DOOR
Large pieces: appointment for pre-installation inspection; small pieces: direct to your address.
A 14-day right of withdrawal.
You may return the product within 14 days of receipt without giving a reason. Our single condition: the piece must be unused, in its original packaging, complete.
01 · APPLICATION
Open a request
Start the return request from your account — 2 minutes.
02 · APPROVAL
24 hours
Our team emails your QR-coded return label.
03 · DROP-OFF
Courier
Free with Aras Kargo — affix the label and hand over.
04 · REFUND
5 business days
Refund within 5 business days of the piece reaching our warehouse.
Cases where return is not possible
- Bespoke pieces — made-to-measure, personalised engraving, bespoke colour.
- Installed products — once connected to plumbing, returns are not accepted.
- Hygiene products — opened care and cleaning products.
- Pieces visibly showing signs of use — scratches, stains, water marks.
— A goodwill assurance
“If the piece you received is not quite what you wanted and you missed the 14 days, write to us anyway. In most cases we are flexible — a bathroom is not decided in a single night.”
2-year manufacturer warranty.
All our pieces carry a 2-year warranty against manufacturer defects. For moving mechanisms — cartridges, seals, traps — we make a lifetime spare parts commitment.
| Component | Warranty | Coverage |
|---|---|---|
| Body & surface | 2 years | Manufacturing defect, PVD degradation |
| Ceramic cartridge | 5 years | Functional degradation |
| Seals & gaskets | 1 year | Against natural wear |
| Brass body | 10 years | Corrosion / perforation |
| Spare parts access | Lifetime | Including discontinued pieces |
Outside warranty cover
- Incorrect installation — installations carried out by anyone other than a certified plumber.
- Harsh chemicals — damage caused by chlorine- and acid-based cleaners.
- Water quality — limescale and mineral deposits (within maintenance scope).
- Physical impact — damage caused by dropping or striking.
- Natural ageing — the deepening patina of a brushed surface over time is not a defect but a character.
Frequently asked questions.
How is my shipment tracked?+
Your tracking number is included in the order confirmation email. You can also see the live status from the “My Orders” page in your account — you’ll receive SMS updates from the moment it ships.
Can I change my address?+
Until the order has been dispatched, you can change your address from your account. For changes after dispatch, email info@graffe.com.tr — we will try to work out a solution with the courier.
Is there a gift wrapping option?+
All our pieces are carefully packaged by default. For a special gift note, simply fill in the “add gift note” field during ordering — a handwritten card is included and the price is hidden on the packaging.
Can I request a sample?+
Yes for PVD colour samples and surface swatches — you can order our “Sample Kit” (₺299, refunded as a discount on your first order). Samples are not possible for every piece; a showroom visit is more meaningful.
Do you offer installation?+
In Istanbul we have a certified plumbing team — choose the “add installation” option during ordering. For other cities we have local recommendations; write to info@graffe.com.tr and we’ll connect you with a certified specialist near you.
Do you ship to Europe?+
Yes — we ship to EU countries via DHL Express. Customs and VAT processing varies by country; it is calculated automatically at checkout and shown during payment.
What if the piece arrives damaged?+
Take a photograph immediately, keep the packaging, and write to info@graffe.com.tr within 24 hours. We will arrange free return shipping and — if in stock — dispatch a replacement the same day.
How do I update my invoice details?+
You can edit them from your account before the order is confirmed. After confirmation, if an e-invoice has already been issued, it must be cancelled and reissued — our support team handles this within 1 business day.
