Complaints and Requests

1. How to Reach Us

• Email (the preferred written channel): info@piercingland.com.tr
• This form is prepared under Law No. 6502 on Consumer Protection and the Distance Contracts Regulation, to inform the BUYER before ordering and before taking on any obligation to pay. It is an integral part of the Distance Sales Contract. The fields specific to the order (those marked “specific to the order” below) are shown on the checkout page for each order and appear filled in on the copy attached to the confirmation email.
• For complaints and requests: info@piercingland.com.tr (the preferred written channel) · 0555 770 21 68
• Post: Yukarı Bahçelievler Mah. Aşkabat Cad. No: 47, İç Kapı No: 2, Çankaya / Ankara

Sending order, payment, return and personal-data requests in writing is recommended so that they can be followed; this recommendation in no way makes requests sent through other channels invalid.

2. What Is Useful to Include

• Your name and surname, contact details, your order number if you have one, the subject and a description of your request.
• For complaints about an item, the item’s name or code, the delivery date and a photo showing the problem speed up the inspection. Sending a photo is not a precondition for using your statutory rights.
• Your full card number, security code, password or personal information we do not need is never asked for.

3. How Your Request Is Received and Answered

• When your request is received, its date, channel, subject and order number are recorded and you are told it has been received. This notice does not mean the request has been accepted.
• The request is assessed by comparing it with order and payment records, the product page, shipping details and supplier records. For payment complaints we look at the payment institution’s and bank’s records, not only at the error message on screen.
• Your request is answered within a reasonable time and in plain language. If it cannot be settled at once, you are told that the inspection continues and what further information, if any, is needed. Where a legal period applies to the type of request (for example 30 days for personal-data requests), it is kept.
• If your request is refused, the reasons are given and it is stated that your legal rights to apply are kept.
• Requests involving product safety, a wrong item, a payment dispute or a suspected personal-data breach are assessed first.

4. Product, Material and Health Complaints

For complaints about material, size, plating or an item not matching its description, the product page and supply records are checked. If there is serious doubt about the accuracy of a claim, the item may be taken off sale until it is verified. When an allergic reaction or other health problem is reported, no medical diagnosis is made and no certain cause is claimed; we may suggest you see a health professional. These complaints do not remove your rights for faulty goods.

5. Order, Payment and Return Complaints

• For cancellation and return requests, the order’s status, the payment method and the relevant consumer rights are taken into account.
• If a shipping delay or delivery problem is reported, the tracking details and the carrier’s records are checked and you are given verified information.
• This process is not used to add conditions for a return or refund that the law does not contain.

6. Personal-Data Requests

Requests about your personal data are answered by the procedure in the Privacy Notice and within the legal period. You can send your request to info@piercingland.com.tr, to our KEP address or to our postal address. If identity needs to be verified, only information proportionate to the request is asked for.

7. Keeping Records

Complaint records are kept as far as needed for the request and any dispute and for the legal retention periods, then deleted, destroyed or anonymised. Only people who need them for their duties have access. Your password or card details are not kept in the records.

8. Applying to the Authorities

Applying to us is not a precondition for applying to the authorities. As a consumer you keep the right to apply to the Consumer Arbitration Committee, the Consumer Court or other competent bodies.

In a dispute, claims below the monetary limit the Ministry of Trade announces each year (186,000 TL for 2026) go to the Consumer Arbitration Committee where the BUYER lives or where the consumer transaction was made. Claims above that limit go to the Consumer Court; under Article 73/A of Law No. 6502, applying to a mediator before suing is a condition for bringing the case (disputes within the Committee’s remit are not subject to this condition).

If you are not satisfied with the outcome of your request about your personal data, you can complain to the Personal Data Protection Board (see the Privacy Notice, section 8).