Customer support
Frequently asked questions.
The questions we are asked most about orders, shipping, returns, payment and the products. If yours is not here, write to us.
Orders and shipping
When is my order prepared?
Your order is prepared once payment is confirmed. You are notified by e-mail when it is handed to the carrier.
How much is shipping?
International shipping starts at $22.00; the exact amount is calculated at checkout from your country and the weight of your basket.
Which countries do you ship to?
We ship worldwide. Your country decides the zone and the starting fee; the exact amount is calculated at checkout from your country and the weight of your basket.
Will I pay customs or import duty?
Possibly. Shipments leave from Türkiye, so any customs duty, import VAT or handling fee charged by your own country is payable by you and is not included in the price. Limits differ by country; your local customs authority is the only reliable source.
How do I track my order?
Your tracking number is e-mailed when the parcel is handed to the carrier. You can also ask on our WhatsApp line with your order number.
Why is part of the catalogue missing?
Some items cannot be sent abroad. They are not listed on the English pages at all, so you never reach checkout with something we cannot ship.
Returns and exchanges
Can I return an item?
Unused items in a resaleable condition can be returned within 14 days of delivery under the right of withdrawal.
What cannot be returned?
Cosmetics and personal care products whose packaging has been opened are outside the scope for hygiene reasons. The exception follows the nature of the item.
Who pays the return shipping?
For international orders you arrange and pay the return shipping; we do not have a contracted carrier outside Türkiye, so we cannot send a prepaid label. If the item is faulty, wrong or incomplete, we pay every shipping cost in both directions.
How does a return work?
Write to info@arvoculture.com with your order number. We send you a return code and tell you where to send the parcel.
Can I exchange for another size?
Yes for clothing, as long as the item is unworn and the labels are still attached.
Payment
Which cards do you accept?
Visa, Mastercard, Troy, Maestro and American Express. Payments are taken through a 3D Secure protected provider.
Which currency am I charged in?
Prices are shown in US dollars but the payment is taken in Turkish lira, so your statement shows a ₺ amount and your bank applies its own conversion. The dollar figure you see is that lira amount at our current rate.
Are my card details safe?
The payment page is served by our licensed payment institution and protected by 3D Secure. Your card details never reach us and are never stored on our servers.
Where do I enter a discount code?
In the field on the basket or checkout step. The discount is applied to the total immediately.
How do I get an invoice?
Your invoice is prepared with your order and sent to your e-mail address.
Products
Are the products genuine?
Everything in the selection is sourced through authorised supply channels.
Are the product descriptions in English?
Most of them. Translation is still running across the catalogue, so a few items may still show their Turkish name. The price, the size chart and the stock are the same either way.
What if something is out of stock?
Write to info@arvoculture.com with the product name and we will tell you when it is back.
How do I know which one suits me?
The category pages group the selection by need. If you are unsure, write to us.
Did not find your answer?
Write to us and we will come back to you shortly.