Frequently Asked Questions
Orders
How can I place an order?
How can I place an order?
You can easily place your order by adding the product you want to your cart via our website and following the secure payment steps.
You can also place your orders with the cash on delivery option by contacting our customer service department through WhatsApp and Instagram channels.
Can I make changes after placing an order?
Can I make changes after placing an order?
You can contact our customer service to request a change in product, address or phone information before your order is shipped.
How can I check the status of my order?
How can I check the status of my order?
After logging into your account, you can track the current status of your order from the "My Orders" tab.
You can inquire about the status of your order by calling our customer service department with your order number.
My products arrived incomplete or incorrect. What can I do?
My products arrived incomplete or incorrect. What can I do?
If you send your order number and photos of the products you received to our WhatsApp contact number, our customer representatives will assist you with the exchange of the product/products.
Returns and Exchanges
What are your return policies?
What are your return policies?
You can return unused products with their packaging intact within 14 days. For cosmetic products, the packaging must be unopened due to hygiene reasons.
How do I return the product?
How do I return the product?
You can create your return request from your account or contact customer service for guidance.
Who is responsible for the return shipping fee?
Who is responsible for the return shipping fee?
For faulty or defective products, the shipping fee is covered by our company. In other cases, the shipping fee is borne by the customer.
How long does it take to process my return or exchange?
How long does it take to process my return or exchange?
Once we receive your returned item, the process typically takes 5 business days. Refunds are issued to your original payment method, or the replacement item is shipped as soon as possible.
Shipping and Delivery
Which shipping company do you work with?
Which shipping company do you work with?
Your orders are delivered throughout Turkey with the assurance of Aras Kargo.
When will my shipment arrive?
When will my shipment arrive?
Your orders are usually shipped within 1-3 business days. Delivery time may vary depending on your province.
Where can I get my cargo tracking number?
Where can I get my cargo tracking number?
When your order is shipped, you will receive a tracking number via email or SMS. You can also track your order from the "My Orders" tab in your account.
Secure Payment
What are the payment methods?
What are the payment methods?
You can shop with credit/debit card, wire transfer/EFT, and cash on delivery options.
Are my card details safe?
Are my card details safe?
Yes, our website is protected by a 256-bit SSL security certificate. Your card information is never stored in our system.
Do you offer installment options?
Do you offer installment options?
No, installment sales are not possible due to legal regulations in the cosmetics industry.
Product Contents and Usage
Are your products dermatologically tested?
Are your products dermatologically tested?
New Well products have been dermatologically tested and are manufactured according to high quality standards.
Do you test on animals?
Do you test on animals?
No. Our products are manufactured without being tested on animals.
Where can I view the ingredients of the products?
Where can I view the ingredients of the products?
Ingredient information is provided in detail on each product's page.
How can I choose the right product for my skin?
How can I choose the right product for my skin?
You can choose the right product by filtering according to your skin type or by referring to the product descriptions. If you are unsure, you can consult our customer representative.
