Frequently Asked Questions

Are the products sold original?
All products offered for sale on www.asswan.com are original.

Do the product prices include VAT?
The sales prices of all products sold on www.asswan.com include VAT.

What should I do if the product I ordered is delivered in the wrong size, color, or model?
If the product you received is different from the size, model, or color you ordered, you can contact our customer service via WhatsApp at +90 505 445 44 45 to arrange an exchange.

I have placed a new order. Can I modify my order?
If your order has not yet been handed over to the courier, you can contact our customer service via WhatsApp at +90 505 445 44 45 to make changes.

Can I change the delivery address of my order?
Please check whether your order has been handed over to the courier. If it hasn't, you can change the delivery address by contacting our customer service via WhatsApp at +90 505 445 44 45.

The product I want to purchase is out of stock. Will it be available again?
Our stocks are continuously renewed, so products will be made available for sale again as long as the season has not ended.

How should I clean my products?
Since www.asswan.com products are made from delicate and technological fabrics, they should be cleaned in accordance with the washing and drying instructions provided on each product.

Shipping / Delivery

When will my order be delivered?
Orders are delivered to the recipient within 1-3 business days.

How can I check if my order has been shipped?
You can track your order status through the order details page on the site.

Is there anything I should be cautious about when receiving the shipment?
Yes. During shipping, products may be damaged due to mishandling by the courier. Therefore, when receiving the shipment, you should check the package for any signs of crushing, tearing, or wetness. If you notice such issues, do not accept the package and ask the courier to prepare a report.

The courier came but I wasn’t home. How can I retrieve the product?
If you are not present at the delivery address, the courier will deliver the product to the nearest branch to your location. It will be held at the branch for 3 days. You can collect the product from the branch by presenting your ID number. If the product is not collected within 3 days, it will be returned to our company.

Cancellation & Returns

How long does it take for a refund if I cancel my order?
If you cancel your order or return a product, your money will be refunded within 7-10 business days after the product reaches us.

Within how many days can I return the product I purchased?
You can return the product within 14 days after it is delivered to you.

What should I do if the product I received is defective?
If you send the product to us within the return period (14 days), we will process the return and issue a refund. If the same product is available in our stock, you will be informed so that you can place a new order.