Frequently Asked Questions

Choose the product’s colour and size, then add it to your basket. Enter your delivery and billing information and complete payment. If you select a personalised product, enter the name or design details in the relevant field.

You can pay by credit card or bank transfer/EFT. A 5% discount applies to bank transfer/EFT payments. Check the current details in the Bank Account Details section of the website and include your order number in the transfer reference. Confirm the total calculated for your order before paying.

Up to three instalments at the cash price may be available. Depending on the bank and card, options of up to nine instalments with financing charges may also be offered. The payment screen shows the options and total payable for your card. Availability is not guaranteed for every card.

Contact destek@deriza.com or our WhatsApp line at +90 533 599 33 74 promptly with your order number. We will review the preparation and shipping status. The address of a parcel already handed to the carrier cannot always be changed. For personalised items, we also check whether application has begun. Statutory withdrawal rights remain unaffected.

Your invoice is issued electronically and sent to the email address supplied with your order. If you cannot find it, check your spam folder or contact us with your order number.

Items ready in stock are generally dispatched within one business day. Products requiring preparation or production may take up to four business days. Ready-stock leather garments and garments requiring preparation also have different lead times. Preparation time is separate from the carrier’s delivery time.

The general preparation estimate for personalised items is one to two business days, depending on the work and order volume. Your design is sent for approval on WhatsApp before application begins. Waiting for approval or making design changes can affect the schedule. Contact us in advance if your order is needed for a particular date.

We use Aras Kargo for domestic shipments in Türkiye. Tracking information is sent through the contact channels registered with your order after dispatch. Use the Order Tracking area at the top of the website or the carrier’s tracking system to check your parcel.

Standard domestic shipping is free for orders of TRY 299 or more; the applicable charge is shown in the basket. After dispatch, delivery generally takes one business day in Türkiye’s Aegean, Mediterranean and Central Anatolian regions, and usually two in other regions. Remote areas, mobile delivery routes, weather and carrier workload can extend these estimated transit times.

Yes, international shipping can be arranged with the shipping cost paid by the recipient. Before ordering, contact customer service about the destination, product, shipping charge and estimated delivery. Clarify any customs or tax obligations separately. Domestic free-shipping terms do not apply to international orders.

Create a return or exchange request in My Orders, then contact us by email or WhatsApp with your order number and a description. Photographs of the parcel, item and label help our assessment; keep the packaging where possible. You can still report the issue if photographs are unavailable. We handle the resolution of incorrect, incomplete or faulty items caused by us.

In My Orders, use the “Return and Exchange Request” button for the relevant order and specify the item and request. If you cannot access your account, contact destek@deriza.com or WhatsApp with your order number. Statutory withdrawal notices can also be submitted in writing by email; the website form is not the only notification method.

For standard products covered by withdrawal rights in Türkiye, notify us within 14 days of delivery, then send the item back within 14 days of that notice. Personalised products and faulty or incorrect items are considered separately.

Pack the item with its accompanying parts and accessories to protect it during transport. Use the original box and packaging where possible. Include your order or invoice number and whether you want a return or exchange. For an exchange, specify the model, colour and size. You do not have to give a reason to exercise a statutory withdrawal right.

For domestic Deriza.com orders, we cover the agreed return or exchange shipment. We also pay to send the replacement item to you. Use the Aras Kargo code above for a return and obtain the shipping instructions for an exchange through your request. Before using another carrier, clarify the charges and arrangements with us.

You may request a size exchange for an unused, non-personalised standard product. State your preferred option in the request. After the item reaches us and is checked, we proceed according to replacement stock or preparation requirements. This service is separate from statutory rights concerning faulty goods.

You can choose a refund or a different product. If the new item costs more, you pay the difference; if it costs less, we refund the difference. The replacement and price adjustment are agreed with you before proceeding.

Inspection takes approximately three business days, followed by the refund or exchange process. For exchanges, the dispatch plan depends on the replacement’s availability and preparation. Inspection is not an additional waiting period that extends statutory refund deadlines.

Check parcel delivery using the carrier’s tracking number. For the processing status after it reaches us, contact us by email or WhatsApp with your order number and any request reference.

No. Open the return request on the marketplace where you placed the order and use the code supplied by that platform. Do not use the Deriza.com return code for marketplace purchases.

We do not offer discretionary international returns beyond mandatory legal rights. This does not restrict applicable mandatory withdrawal rights or rights concerning faulty, damaged, incomplete or incorrect goods. Contact us with your order number if there is a problem. Where a return is required, shipping and customs instructions are provided separately. Do not use the domestic Aras Kargo code.

Personalisation is available only on suitable models. Options for leather products may include hot stamping, laser engraving, and gold-coloured or silver-coloured foil. Laser application may also be available for company logos. Not every method suits every item. If the options or price are unclear, contact us with the product code before ordering.

Enter the name or lettering in the product’s personalisation field. Once ready, the design is sent on WhatsApp for your approval before application begins. Check spelling, characters, placement and all details shown. Use a phone number where we can reach you.

Request changes before approving the design. If you need a change afterwards, contact us immediately. We will explain what is possible at the current stage; once application has begun, changes may no longer be possible.

We are responsible for application errors caused by us. Contact us with your order number, a product photograph and the approved design. If the item matches your approved design but you later want a different name, this is considered separately from an application error. Statutory rights concerning faulty goods remain unaffected.

We do not accept change-of-mind returns or exchanges on items prepared to your instructions with names, lettering, custom designs or measurements. Manufacturing faults, incorrect items and application differing from the approved design are separate matters. Your statutory rights concerning these issues remain unaffected.

Leather clothing mainly uses lambskin. Calfskin is used for bags, wallets, card holders and Beybium leather baby shoes. Linings, soles and other components may use different materials depending on the model. We also offer non-leather products such as children’s scarves. Check the individual description for exact details.

Classic and patent-finish men’s belts are made from calfskin, with a nubuck calfskin underside and stitched edges. Casual belts use buffalo leather. Check width, length and buckle details for the particular model.

Natural leather can show small differences in shade, pores and texture. However, not every mark or damage is a natural variation. If you are unsure, contact us with a photograph and your order number.

Start with the individual product’s size chart. For clothing, check whether it shows body measurements or finished garment measurements; they are not the same. For belts, the measuring starting point matters. For footwear, distinguish foot length from insole length. If the instructions are unclear, contact us with the product code.

Do not rely on age alone. Compare your baby’s foot measurements with the model’s chart and measuring instructions. “Moccasin” describes a style; not every moccasin is intended for the same stage of use. Check the sole, fastening and intended use. Genuine leather alone does not guarantee orthopaedic properties or a health outcome.

Follow the care instructions suited to the leather and finish. Do not put genuine leather items in a washing machine or tumble dryer, or soak them. Avoid stiff brushes, abrasive cloths, alcohol, cologne and chemicals of unknown suitability. For intensive cleaning, use a professional experienced in leather care.

Remove excess moisture with a clean, soft cloth without rubbing. Leave the item to dry naturally at room temperature, away from direct sunlight and heat. Do not use a hair dryer or radiator.

Choose a clean, dry, cool and ventilated place. Protect items from direct sunlight, excessive moisture and heat. Use a broad hanger that supports leather garments, and prevent bags and shoes from being crushed.

Send the product and order details, a description and photographs. Manufacturing issues are assessed separately from wear caused by use or unsuitable care. Your request will be considered according to the item’s condition, without affecting statutory rights.

Card numbers, CVV codes and card PINs are not stored on Deriza servers. Payment information is transmitted through an encrypted connection to the authorised payment provider or bank. Do not share your PIN, CVV or bank verification code during customer support conversations.

Contact us by telephone or WhatsApp at +90 533 599 33 74, or email destek@deriza.com. Include your order number. Deriza is based in İzmir, but returns must be sent to the Gerede / Bolu address stated on this page, not to the company’s head office.