Shipping policy

SHIPPING & RETURNS POLICY

Last updated: July 24, 2026

This Shipping and Returns Policy applies to purchases made through sonafey.com, operated by Süreyya Akbaş under the Sona Fey brand.

SELLER INFORMATION

Business Owner: Süreyya Akbaş
Brand: Sona Fey
Tax Office: Pendik
Tax Number: 0150873674
Business Address: Doğu Mah. Oltu Sk. Eser Apt. No:12, İç Kapı No:13, Pendik / İstanbul, Türkiye
Telephone: +90 541 363 39 20
Email: info@sonafey.com
Website: https://sonafey.com

1. ORDER PROCESSING

Orders are processed after successful payment confirmation.

Ready-to-ship products are normally dispatched within 1–5 business days, unless a different dispatch period is stated on the relevant product page.

Pre-order, made-to-order or production-based products are prepared and dispatched within the estimated timeframe displayed on the product page.

Business days do not include weekends or official public holidays in Türkiye.

During sales periods, public holidays, collection launches or periods of high order volume, processing times may be longer than usual.

2. SHIPPING AND DELIVERY

Orders are shipped through contracted national or international courier companies.

Estimated delivery times vary depending on:

  • The destination country or region

  • Courier operations

  • Customs procedures

  • Public holidays

  • Weather conditions

  • Force majeure events

  • Accuracy of the delivery information provided by the customer

Delivery estimates are not guaranteed delivery dates.

Sona Fey is not responsible for delays caused solely by courier companies, customs authorities, government procedures or circumstances beyond its reasonable control. This does not affect the customer’s mandatory legal rights.

Unless a shorter or longer period has been expressly agreed with the customer, orders subject to Turkish consumer legislation will be fulfilled within the maximum statutory delivery period.

3. ORDER TRACKING

When an order has been dispatched, available tracking information will be sent to the email address or telephone number provided during checkout.

Customers are responsible for monitoring their shipment and responding promptly to any delivery requests made by the courier.

4. SHIPPING ADDRESS

Customers are responsible for providing complete and accurate:

  • Full name

  • Delivery address

  • Postal code

  • City

  • Country

  • Telephone number

  • Email address

Sona Fey is not responsible for failed delivery, delay, return-to-sender charges or additional courier fees caused by incorrect, incomplete or outdated information provided by the customer.

Where possible, customers should contact us immediately if they notice an address error. Address changes cannot be guaranteed after an order has entered processing or has been dispatched.

5. CUSTOMS DUTIES AND IMPORT TAXES

International shipments may be subject to:

  • Customs duties

  • Import taxes

  • VAT

  • Brokerage charges

  • Clearance fees

  • Other government charges

Unless expressly stated otherwise during checkout, these charges are not included in the product or shipping price and are the responsibility of the recipient.

Sona Fey does not control customs charges and cannot predict the amount that may be imposed by the destination country.

Customers are responsible for reviewing the import rules applicable in their country before ordering.

6. REFUSAL OR FAILURE TO ACCEPT DELIVERY

If a shipment is refused, remains unclaimed or cannot be delivered due to the customer’s actions or incorrect delivery information, it may be returned to the sender or disposed of in accordance with the courier’s procedures.

Any refund that is legally due may be reduced by the actual, documented costs arising from:

  • Original outbound shipping

  • Return shipping

  • Customs charges

  • Storage charges

  • Courier handling costs

Such deductions will only be applied where permitted by applicable law.

7. RETURNS FOR ORDERS DELIVERED IN TÜRKİYE

Customers purchasing as consumers in Türkiye generally have the right to withdraw from a distance sales contract within 14 days without providing a reason, subject to applicable legal conditions and statutory exceptions.

For goods, the withdrawal period begins on the date the customer or a third party designated by the customer receives the product.

The customer may also exercise the right of withdrawal between the date the contract is concluded and the date the product is delivered.

To exercise the right of withdrawal, the customer must submit a clear written statement by email or another permanent data storage method.

Withdrawal requests may be sent to:

info@sonafey.com

A telephone call alone may not constitute a valid withdrawal notice under applicable Turkish distance-sales rules.

8. RETURN CONDITIONS

Products returned under the right of withdrawal should be:

  • Unused, except for reasonable inspection

  • Unworn beyond what is necessary to assess fit and characteristics

  • Unwashed

  • Unaltered

  • Free from perfume, makeup, deodorant or other stains

  • Returned with original tags, accessories and packaging where reasonably possible

  • Securely packaged to prevent damage during return shipment

The customer may be responsible for any decrease in value caused by handling beyond what is reasonably necessary to determine the nature, characteristics and functioning of the product.

Removing a tag does not automatically eliminate mandatory statutory rights, but any loss in value or evidence of use may be assessed in accordance with applicable law.

9. PRODUCTS EXCLUDED FROM THE RIGHT OF WITHDRAWAL

The right of withdrawal may not apply to products that fall within statutory exceptions, including:

  • Products prepared according to the customer’s specifications

  • Personalized products

  • Products altered specifically for the customer

  • Products manufactured according to measurements supplied by the customer

  • Products that cannot be returned for health or hygiene reasons after their protective seal or packaging has been opened, where legally applicable

  • Other products or services excluded under applicable consumer legislation

A product is not automatically excluded from return merely because it is described as a party dress, evening dress, couture product or special-occasion garment.

Where a product is genuinely custom-made, personalized or produced according to the customer’s specific measurements or instructions, this will be clearly stated on the product page before purchase.

10. PARTY, EVENING AND COUTURE PRODUCTS

Party, evening and couture products must be returned in their original, unused and resalable condition where the statutory right of withdrawal applies.

Returns may be rejected, or a lawful reduction in value may be applied, where inspection shows evidence such as:

  • Extended wear

  • Event use

  • Alteration

  • Removed security seal where applicable

  • Makeup stains

  • Perfume or body odor

  • Deodorant marks

  • Fabric damage

  • Missing accessories

  • Damage caused after delivery

Products that are genuinely made to order, personalized or produced according to customer-specific measurements may be non-returnable under the applicable statutory exception.

11. RETURN NOTIFICATION AND DISPATCH PERIOD

After notifying Sona Fey of the decision to withdraw, the customer must return the product within the legally applicable period.

Return instructions and the designated return address will be provided after the request is reviewed.

Products must not be sent to an address without first obtaining return instructions from Sona Fey.

The customer should retain the shipping receipt and tracking number until the return has been completed.

12. RETURN SHIPPING COSTS FOR TÜRKİYE

Where required by Turkish consumer legislation, return costs will be handled in accordance with the pre-contractual information provided to the customer and the designated return courier arrangement.

Where Sona Fey identifies a designated return courier in the pre-contractual information, customers should use that courier and follow the provided instructions.

Return shipping responsibility may differ for:

  • Valid withdrawal requests

  • Defective products

  • Incorrect products

  • Unauthorized returns

  • Returns made using a different courier without approval

The customer will not be charged return shipping costs where such charges are prohibited by mandatory consumer legislation.

13. REFUNDS

Where the customer validly exercises the statutory right of withdrawal, eligible payments will be refunded within the legally required period.

Refunds will generally be made using the same payment method used for the original transaction, unless otherwise agreed and legally permitted.

Refund processing times after issuance may vary according to:

  • The customer’s bank

  • Card provider

  • Payment institution

  • Payment method

Sona Fey is not responsible for additional banking processing time after the refund has been successfully issued.

Where permitted by law, the refund may be withheld until the returned product is received or the customer provides evidence that it has been dispatched.

14. DEFECTIVE, DAMAGED OR INCORRECT PRODUCTS

Customers should inspect their order promptly after delivery.

If a product arrives damaged, defective or different from the item ordered, the customer should contact us as soon as reasonably possible and provide:

  • Order number

  • Description of the issue

  • Clear photographs of the product

  • Photographs of the packaging

  • Shipping label photographs where relevant

  • An unpacking video where available

Requests concerning defective or incorrect products will be assessed separately from ordinary withdrawal requests.

A request made after 48 hours will not automatically remove any mandatory statutory rights. However, early notification helps us investigate courier damage and resolve the issue more quickly.

15. INTERNATIONAL ORDERS

International customers should review product descriptions, measurements, size charts, fabric details and delivery conditions carefully before ordering.

Due to the complexity of international shipping, customs processes and cross-border return logistics, our standard commercial policy is that international orders are treated as final sale, except where:

  • Applicable mandatory consumer law grants the customer a non-waivable right

  • The product is defective

  • The wrong product was sent

  • Sona Fey expressly approves a return in writing

Where mandatory consumer rights apply in the customer’s country, those rights will not be excluded or restricted by this policy.

International return requests must be approved in writing before any product is sent back.

Unauthorized international returns may be refused.

16. INTERNATIONAL EXCHANGES

Direct international exchanges are not normally offered.

Where approved, the customer may be required to:

  1. Return the original product in accordance with the approved instructions.

  2. Place a new order for the preferred product or size.

Any customs duties, shipping fees or taxes relating to an approved international return or replacement will be handled in accordance with applicable law and the reason for the return.

17. INTERNATIONAL RETURN COSTS

Unless the product is defective, incorrect or applicable mandatory law requires otherwise, the customer is responsible for:

  • Return shipping costs

  • Customs clearance costs

  • Import or re-import charges

  • Insurance

  • Tracking

  • Safe return packaging

Original shipping charges and customs duties are generally non-refundable where permitted by law.

The customer is responsible for ensuring that return customs documentation clearly identifies the shipment as returned merchandise where appropriate.

18. ORDER CANCELLATIONS

Cancellation requests should be submitted as soon as possible to:

info@sonafey.com

Cancellation cannot be guaranteed after:

  • Production has started for a customer-specific order

  • Alteration or personalization has started

  • The order has been packed

  • The shipping label has been created

  • The shipment has been handed to the courier

Where a statutory right of withdrawal applies, this cancellation section does not limit that right.

19. UNAUTHORIZED RETURNS

Products returned without prior notification or contrary to the provided return instructions may experience delays and may be rejected where permitted by law.

Sona Fey is not responsible for products sent to an incorrect or unauthorized return address.

20. FORCE MAJEURE

Sona Fey will not be liable for delay or failure caused by events outside its reasonable control, including:

  • Natural disasters

  • War

  • Civil unrest

  • Epidemics or pandemics

  • Strikes

  • Transportation interruptions

  • Customs closures

  • Government restrictions

  • System outages

  • Courier disruptions

Mandatory consumer rights remain unaffected.

21. CONTACT

For questions about shipping, delivery, returns, damaged products or refunds, please contact:

Business Owner: Süreyya Akbaş
Brand: Sona Fey

Address:
Doğu Mah. Oltu Sk. Eser Apt. No:12
İç Kapı No:13
Pendik / İstanbul
Türkiye

Telephone: +90 541 363 39 20
Email: info@sonafey.com
Website: https://sonafey.com