Shipping Policy

Last Updated: 01.09.2025

Our Shipping Commitment

At Reina Maison, we are committed to delivering your orders safely and efficiently to anywhere in the world. We exclusively partner with DHL Express to ensure reliable, trackable, and timely delivery of all our products. This shipping policy outlines everything you need to know about our shipping processes, costs, and delivery times.

Shipping Partner

All orders are shipped exclusively via DHL Express, one of the world’s leading international express delivery services. DHL Express provides:

End-to-end tracking from our warehouse to your doorstep
Reliable express delivery to over 220 countries and territories
Customs clearance expertise for international shipments
Signature on delivery for secure receipt
SMS and email delivery notifications
Flexible delivery options including rescheduling and alternative delivery locations

Processing Time

When you place an order with Reina Maison, your items will be carefully prepared and shipped within 1-3 business days from the date of order confirmation. Our processing time includes:

Order verification and payment confirmation
Quality inspection of your items
Secure packaging with protective materials
Generation of shipping documentation and customs paperwork (for international orders)
Handover to DHL Express for delivery

Note: Orders placed on weekends (Saturday-Sunday) or Turkish public holidays will begin processing on the next business day. During peak seasons (Black Friday, Holiday seasons), processing may take an additional 1-2 business days.

Delivery Timeframes

Domestic Delivery (Within Turkey)

Major Cities (Istanbul, Ankara, Izmir): 1-2 business days after dispatch
Other Cities: 2-3 business days after dispatch
Remote Areas: 3-5 business days after dispatch

International Delivery

Europe (EU Countries): 3-5 business days after dispatch
United Kingdom: 3-5 business days after dispatch
United States & Canada: 4-7 business days after dispatch
Middle East: 3-5 business days after dispatch
Asia-Pacific: 5-7 business days after dispatch
Rest of World: 7-21 business days after dispatch

Important: Total delivery time = Processing Time (1-3 days) + Shipping Time (varies by location)

Shipping Costs

Shipping costs are calculated based on:

Delivery destination
Package weight and dimensions
Current DHL Express rates

The exact shipping cost will be displayed at checkout before you complete your purchase. We occasionally offer promotional free shipping on orders above certain thresholds – check our website for current offers.

Order Tracking

Once your order has been dispatched via DHL Express, you will receive:

Shipping Confirmation Email containing:
- Your unique DHL tracking number
- Direct link to DHL tracking page
- Estimated delivery date
- Invoice and customs documentation (for international orders)
SMS Notification (if mobile number provided) with tracking details
DHL Express Notifications including:
- Package picked up from our facility
- Package in transit updates
- Out for delivery notification
- Delivery confirmation

You can track your package 24/7 at: www.dhl.com/track

Payment Verification

While we endeavor to dispatch your Reina Maison purchase as quickly as possible, we can only process shipment once our payment gateway, iyzico Payments, has approved and verified your payment. This verification process typically takes:

Credit/Debit Cards: Instant to 30 minutes
Bank Transfers: 1-2 business days
Alternative Payment Methods: Varies by method

If your payment is declined or requires additional verification, we will contact you via email within 24 hours to resolve the issue. Orders with pending payments will not be shipped until payment is successfully processed.

Delivery Requirements

Delivery Address

Please ensure your delivery address is complete and accurate, including:
- Full name of recipient
- Complete street address (including apartment/unit numbers)
- City, state/province, and postal code
- Country
- Valid contact phone number
We cannot deliver to P.O. Boxes or military addresses (APO/FPO)
For business addresses, please include company name and department

Receiving Your Order

Important: We do not offer safe space delivery. Please ensure:

Someone is available to receive and sign for the package at the delivery address
If you won’t be available, arrange for someone else to receive it on your behalf
DHL Express typically delivers Monday-Friday between 9:00 AM – 6:00 PM (local time)
Saturday delivery may be available in some locations (additional charges may apply)

Missed Delivery

If you miss your delivery:

DHL will leave a delivery attempt notice with instructions
You can reschedule delivery online or by calling DHL local office
Request delivery to a DHL Service Point for pickup
Authorize delivery without signature (at your own risk)
After 3 failed delivery attempts, the package may be returned to us

Customs and Import Duties (International Orders)

For international deliveries:

Orders may be subject to import duties, taxes, and customs fees
These charges are determined by your country’s customs office
They are NOT included in our product prices or shipping costs
You (the recipient) are responsible for paying any applicable customs charges
DHL Express will handle customs clearance and may contact you for payment or documentation
We declare the actual value of goods on customs forms (we cannot mark items as “gift” or declare lower values)

Shipping Restrictions

Due to international shipping regulations, we cannot ship certain items to some destinations. Additionally, some countries have specific restrictions on cosmetics, electronics, or luxury goods. Please check your local regulations before ordering.

Currently, we do not ship to:

Countries under international trade sanctions
Regions with unreliable postal services as determined by DHL Express

Order Modifications and Cancellations

Orders can be modified or cancelled within 2 hours of placement
After 2 hours, orders enter processing and cannot be modified
Once shipped, orders cannot be cancelled or modified
To request modification/cancellation, email us immediately at: [email protected]

Package Security and Insurance

All shipments are insured against loss or damage during transit
Packages are sealed with security tape
High-value orders may require additional identity verification upon delivery
We photograph all packages before dispatch for security purposes

Delivery Issues and Support

Common Issues and Solutions

Package shows delivered but not received:

Check with neighbors or building management
Verify delivery address in your order confirmation
Contact DHL with your tracking number
File a claim within 48 hours of stated delivery

Package damaged during transit:

Do not accept visibly damaged packages
If damage is discovered after accepting, photograph immediately
Contact us within 24 hours with photos and order details

Tracking not updating:

Allow 24 hours after dispatch for tracking to activate
International shipments may have delays in tracking updates during customs clearance
Contact us if tracking hasn’t updated for more than 5 business days

Rescheduling Delivery

Once your tracking information is sent, you can:

Contact DHL Express directly to select a more convenient delivery date
Redirect delivery to a different address (additional fees may apply)
Request delivery to a DHL Service Point for pickup
Authorize a neighbor to receive your package

DHL Customer Service Numbers vary by country. Find your local number at: www.dhl.com

Returns and Exchanges

For information about returning items, please refer to our Return and Refund Policy. Return shipping costs and procedures are outlined in detail in that policy.

Contact Information

For any shipping-related inquiries, please contact our customer service team:

REINA MAISON TEKNOLOJI TICARET LIMITED SIRKETI
Email: [email protected]
Customer Service Hours: Monday-Friday, 09:00 AM – 05:00 PM (Istanbul Time)
Address: GÜMÜŞSUYU MAH. İNÖNÜ CAD. ANKARA PALAS NO: 59 İÇ KAPI NO: 3
BEYOĞLU/İSTANBUL, TURKEY

Policy Updates

We reserve the right to update this shipping policy at any time to reflect changes in our shipping partners, processes, or legal requirements. Please check this page regularly for the most current version of our shipping policy.