Membership
Do I have to be a member to be able to order?
You can also order from our website without being a member.
Are my orders recorded in my account?
All orders you create by logging in are saved to your account.
How can I become a member of Eser Çiçek?
You can complete your membership process by filling in the New Member section on the Membership screen on the home page of our website. If you wish, you can also easily become a member from the order results page that appears after placing an order.
Products
How long do your floral products stay fresh?
Our flower arrangements are prepared and delivered with fresh cut flowers upon order. You can access the necessary care instructions to preserve the freshness of our arrangements and potted flowers from the "Flower Care" sections on the product detail page. After placing your order, you can send your request through our communication channels on the contact us page on our website in order to receive more detailed information about the product.
Are your floral products alive?
We have both live and artificial flower products on our site. You can access all kinds of detailed information about the product you have chosen from the "Product Description" fields on the relevant product page. or you can call us and get help by telling us the flower code under the photo.
I cannot add products to my cart, what should I do?
First of all, you can try a different browser than the one you are currently using. (You can choose any of Google Chrome, Mozilla, etc.) If you continue to be unable to add products to your cart, we recommend that you clear your internet history and try again. If the conditions that prevent you from placing an order continue, you can get help by using our communication channels on the Contact Us page.
Invoice
When will I receive the invoice for my order?
Our company uses e-invoice/e-archive application. The printable image of the invoice issued within 7 days from the order delivery date is sent to the e-mail address you provided when creating the order. (According to Article 397 of the Tax Procedure Law, these invoices sent by e-mail have financial value and validity and there is no need to send a paper invoice.) If the invoice has not been sent, you can submit your invoice request through our communication channels on the contact us page.
What should I do to have an invoice issued on behalf of the company?
When creating your order, you can enter company information in the "Company Name" section by selecting the "Edit My Invoice Information" field in the "Invoice Information" stage. For invoices to be issued on behalf of a company, we kindly ask you to make sure that the institution name, address, tax office and tax number information are entered completely. We would like to remind you that you can make changes to this issue until the date your invoice will be issued.
Can I make changes to my billing information?
Change requests can be made up until the date your invoice will be issued. Unfortunately, changes cannot be made to invoices issued to the wrong name/company after the invoice has been issued.
Cancellation and Refund
If I return/cancel, when will the refund be made?
For orders placed with a credit card, the refund will be made to your bank on the day your return/cancellation transaction is approved. The refund period for payments made with a bank/ATM card varies between 1-8 business days depending on the bank. For orders placed with EFT/Bank Transfer, the payment will be made to your account via EFT/Bank Transfer within 1-3 business days after your return/cancellation transaction is approved. In order for this transaction to take place, you must transfer the account number to which you want the refund to be made. If the products delivered by cargo have been shipped, the product must be returned without being received and the order will be refunded after the product is returned. The estimated time for the product to return from cargo is 1-3 business days.
How can I cancel my order?
For the cancellation of your orders that have not yet been taken into preparation, you can send them through our communication channels on the contact us page on our website. If the products delivered by cargo have been shipped, you can send the product back without receiving it. The estimated return time of the product from the cargo is 1-3 business days. After the product is returned, it is checked and the order is refunded.
How can I return my product?
For flower products that are not delivered within Istanbul or that are not delivered by cargo, you can submit your request through our communication channels on our Contact Us page.
How Can I Exchange My Product?
You can submit your request for product exchange through the contact us channels on our website within 14 days after receiving your product. You can go to the nearest branch of the relevant cargo company and send the product you want to exchange, together with all its accessories and original box, free of charge.
Can I reactivate my cancelled order?
Cancelled orders cannot be reactivated. You must create a new order.
How can I cancel orders billed to the company?
For this process, you can submit your request using our communication channels on the contact us page. If the invoice information includes a company name and tax number, you must issue a return invoice for the order you will cancel, and this is a legal obligation.
Order
Can I request that my order be delivered at a certain time?
You can place an order for products in the Wedding Wreaths , Opening Flowers and Funeral Wreaths categories at a specific time. Since our product orders in other categories are made in bulk distributions depending on the route, we cannot give a clear delivery time. For this reason, your order will be delivered within the time range you have selected. Products sent by cargo are delivered within the specified cargo delivery times.
We also have the option of delivering your order within 90 minutes for a fee, with the " Immediate Delivery" option.
What should I do if the recipient is not present when my order is delivered?
If the recipient is not present when your order is delivered, the delivery can be made by obtaining the name and signature of the person who can deliver your order to the recipient (security, correspondence, colleague, neighbor, doorman). Information about the person who receives the order is sent to the sender via SMS and e-mail. Delivery is made to official and private institutions within the framework of their own procedures. In your orders sent by cargo, the cargo officer leaves a note stating that you can pick up your package from the nearest branch. If you do not pick up your package from the specified branch within 3 days, your order will be returned to Eser Çiçek.
Can I change the address and date on my order after I place the order?
Before your order moves to the service stage, you can change the recipient information, shipping date and time by contacting us. You can submit your request by choosing one of our communication channels on the contact us page. Click to contact us.
My order has not arrived within the specified time, what should I do?
You can reach us using any of our communication channels on the contact us page on our website and get support from our team on any issue. Click to contact us.
Is VAT included in the prices of the products I purchase?
VAT is included in the sales price of each product you order through Marmaracicek.com.
Payment
How can I pay for my order?
You can pay for your order yourself with a credit card, bank card or money order/EFT. If you want to pay by credit card (mail order) over the phone, you should contact us. You can also get support from our team on all matters related to payment by using the call center, e-mail or live support channel on the contact us page. Click for detailed information.
Is it safe to use a card when shopping online from your website? Can I shop safely?
The security of your personal information is very important to us. For this reason, all your transactions from the moment you start ordering until the end of the payment process are protected by an SSL certificate against access by third parties. During payment, your credit card information cannot be seen by third parties in any way and is not recorded by Eser Çiçek.
My order has not been placed but the payment has been received, what should I do?
After the approval phase of your order, the system will notify you of a 6-digit order number. If this number has not been notified to you by the system, we kindly ask you to check whether you have an existing order from the " Order Tracking " section on our homepage. If you cannot access your order, we recommend that you check whether your credit card has been charged; because sometimes the system may not be able to create your order immediately due to short-term connection problems with banks. If you see that your card has been charged but you cannot view your order, we kindly ask you to send us the first 6 and last 4 digits of your credit card, the transaction date, the transaction amount and the bank name information from our communication channels on the contact us page in order to check the amount charged to your credit card. Your transactions will be checked by our finance department and you will be informed of the results.
Can I pay with a card from a country other than Türkiye?
You can place an order by paying with credit/debit cards from countries other than Türkiye.
An expense was made that I was not aware of, what should I do?
If an expense and/or transaction occurs that you are not aware of, you can object to the expense with your bank or contact us through our communication channels.
Delivery
Do you offer same day delivery?
Yes, we offer same-day delivery to locations within a 30 km radius of our Istanbul store! You can contact us for delivery information to locations outside of Istanbul.
How much is your delivery fee?
We offer free delivery within Istanbul. For orders outside of Istanbul, please contact us.
Will I be notified when the flowers are delivered?
Yes! You will receive an email confirmation sent to your email address when the flowers are delivered.
To which districts/cities can I send flowers?
We ship to all districts of Istanbul. We only ship our products that can be shipped to all provinces of Turkey. If you can add the flower you want to send to your cart by clicking the " Order " button after selecting the date and time, it means you can send flowers to that province/district.
