Fulfilment information
Shipping & delivery.
Domestic and international delivery principles, carrier selection, customs responsibilities and parcel inspection.
Carrier selection
MONÉLIA chooses and may change a suitable licensed carrier according to destination, service quality, product, temperature/handling needs and availability. The customer receives tracking information when the selected service provides it.
Türkiye delivery
The delivery estimate and charge are shown at checkout or confirmed before fulfilment. Consumer orders are delivered within the agreed period and no later than the statutory maximum unless a lawful exception applies. Estimates can change due to destination, public holidays, stock confirmation or events outside reasonable control.
Address and failed delivery
The customer must provide a complete and accessible address, accurate contact details and any building instructions. Additional costs caused by an incorrect address, unjustified refusal or repeated failed delivery may be charged where lawful and disclosed. Contact MONÉLIA immediately if a correction is needed.
Parcel inspection
Inspect the parcel at delivery. Where possible, record visible damage with the carrier, keep packaging and take photographs. Prompt reporting helps the carrier claim but does not remove statutory rights. Do not use or consume a product that appears unsafe, leaking, tampered with or damaged.
International retail
Retail delivery outside Türkiye is offered only to supported destinations and may be refused where law, sanctions, food-import restrictions or carrier rules prevent shipment. Unless expressly included in the checkout or written confirmation, the customer/importer bears customs duty, import VAT/tax, clearance, inspection, brokerage, storage and other destination charges.
International wholesale
Distributor, importer and other wholesale exports are handled through the trade form and a separate quotation/contract. Product, quantity, bank-transfer schedule, Incoterm, freight, insurance, customs documents, lead time and risk transfer are confirmed in writing for each shipment.
Delay or impossibility
If performance becomes impossible, MONÉLIA notifies the consumer within three days and refunds every amount collected, including delivery charges, within fourteen days after that notice as required by Turkish consumer rules. Lack of stock alone is not treated as impossibility. Temporary delay caused by carrier disruption, customs, public authority, force majeure or customer action is communicated where reasonably possible and does not exclude mandatory remedies.
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