Frequently Asked Questions

If you want to correct or change your address information, you can change/update your address on the page that will open by clicking on your cargo tracking number that will be sent to you via "e-mail" and "sms" after your cargo transactions are completed.

We do not have the ability to manually make corrections to your orders.

If you want to cancel your order, you can create your cancellation request through your membership login or, if you are not a member, through the "Cancel Order" option on the "View order details" page in your confirmation e-mail titled "Your order has been sent to us." sent to you.

If the shipping process has not been started for your order, our system will automatically cancel the order and send you an e-mail. If the shipping process has been started, you can automatically start your return process by not accepting the package that will be sent to you.

If you submit your cancellation request, your request will be processed as soon as possible and you will be notified by e-mail.

First of all, we recommend that you make sure that the e-mail address you use when placing your order is not full, that e-mails are sent to you correctly, and that you are using the correct e-mail address.

Additionally, we recommend checking your spam/junk and trash folders.

If you are sure that you are using the correct e-mail address and your information e-mail has not been sent to you despite the situations stated above, you can request detailed information by sharing the receipt image of your payment via our e-mail address "destek@goaturban.com" .

You can see the details of all notification e-mails as follows:

• Order confirmation e-mail: It is automatically sent to you within 5 minutes after placing your order.
• Cargo tracking e-mail: It is sent to you within 48 hours after your order is placed and your transactions are completed.
• Order exchange / return e-mails: Your package will be sent to you within 1-5 business days after it is delivered to us.

If the "Cargo" , "Change" or "Return" information e-mail has not been sent to you yet, it means that your package has not been delivered to us or your transactions have not been completed yet. If your package has been delivered to us, your transactions will be completed as soon as possible and your information e-mail will be sent to you automatically by our system.

There is an exchange/return form in the package that was sent/will be sent to you. You can complete the transaction by sending us your form as specified in the form. You do not need to send your invoice additionally, it will be sufficient to send us your form as specified in the form.

You can see all the details about the process in the form in the package sent to you with your product/products. You can make an exchange/return transaction within 30 days from the date you receive your order. You can use your right to exchange the same product 2 times within 30 days from the date you placed the order.

Your exchange/return form is included in the package sent to you as specified. If you have lost your form, you can request it by sending it to our e-mail address "destek@goaturban.com" by specifying your order number. When making an exchange/return transaction for more than one order, you can add the exchange/return forms for your orders to your package and send them to us as a single package and request an exchange/return transaction.

If the requested size is not available in our stocks and the change cannot be made in your orders sent to us for exchange, our system will automatically process the return. Exchanges can only be made on the size/number options of the same product. If you send back with a request for exchange for a different product/color, the exchange cannot be made and your cancellation/refund will be automatically processed by our system.

If you request a change, your exchanged product will be sent back to the address you used in your order and an information e-mail will be automatically sent to the e-mail address you used in your order. If you prefer to have it shipped to a different address rather than the same address, you can change/update your address via your cargo tracking link that will be sent to you after your transactions are completed.

GOAT URBAN Türkiye

Caddebostan District Bagdat Street No:311, 34371, Istanbul, Türkiye

Working hours: Monday - Sunday: 10:00 - 21:00

Whatsapp : +1-707-669-4414

GOAT URBAN USA

506 S Spring St, Los Angeles, CA 90013, United States

Working hours: Sunday - Friday: 09:00 - 21:00

Whatsapp : +1-707-669-4414

You can request your tracking number when you deliver your package to the cargo company and follow up. If you do not have a tracking number, you can contact the cargo company you sent the package to and request your cargo tracking number.

Packages delivered to the cargo company are delivered to us within 1-5 business days on average. Transactions cannot be made on public holidays and weekends.

Once your exchange/return package reaches us, your transactions will be completed within 1-5 business days and an automatic notification e-mail will be sent to the e-mail address you used in your order. We recommend that you also check your e-mail address and spam/junk boxes to avoid any problems.

If you have not received your information e-mail yet, it means that your package has not been delivered to us or your transactions have not been completed yet.

We do not have the option to separate products. If you wish, you can send the product you have as a return and create a new order for the product/size you want before or after.

After we receive the product you sent as an exchange, if the product/size you want is not in stock, your refund will be automatically made and an information e-mail will be sent to you.

Your invoice will be automatically sent to the e-mail address you used in your order within "1-7 business days" after your order. The e-mail title sent / to be sent to you should be as follows; GOAT URBAN GLOBAL TEKSTİL TİCARET A.Ş. e-Archive Invoice. (If you have not received an e-mail, we recommend that you check your spam / junk boxes.)

You can also view your invoice from the "View order details" section in your order notification e-mail sent to you after ordering.

Online exchanges are only made in the form of a size/number change. Exchanges with a different product cannot be made online. If the requested product is available in stock, the exchange will be made; if not, your payment will be refunded.

If you want to make a transaction by sending it to us via cargo, you can make a return by sending it to us as specified in your Return form and if you wish, you can create a new order for a different product you want before or after.

If you want a gift package, you can choose your gift package from the payment section.

All of our orders include an exchange/return form and our packages do not include any price details.

Your invoices will be automatically sent to the e-mail address you used in your order.

It may take between "1-15" business days on average for your refund to be reflected on your statement. This process varies depending on your bank. If there is a delay in your refund being reflected on your credit card/debit card, you can get detailed information from your bank.

• The invoice date must not have exceeded 30 days.
• Product labels / packaging must not be removed.
• It must be sent to us unused and unwashed.
• Shoe orders with damaged boxes cannot be returned or exchanged.
• Returns cannot be made for underwear and similar products that have been purchased with coupons or at a discounted price.

Once your order is processed by the cargo company, your package will be delivered to you within 6-8 business days.

You can see all the details in the "View order details" section in the e-mail that will be sent to you. (This process may vary depending on the density.)

In our free shipping, all your orders are processed in order by our system. Unfortunately, we do not have the opportunity to speed up your shipping process. However, if you want your cargo to reach you faster, you can choose the express shipping option.

You can easily follow the progress of your order from the '' Order tracking'' section on our page.

Once your cargo process is started, an information e-mail will also be sent to you. If you do not receive an e-mail, we recommend that you check your spam/junk folders.

You can find out your cargo tracking number after your package is delivered to the cargo company by using the "View order details" option in your order confirmation e-mail. If you have not received your information e-mail, please do not forget to check your spam/junk folders.

If the cargo companies cannot reach you at the delivery address, they will contact you using the phone number you used in the order. If they cannot find you at your address and cannot be reached by phone, you can pick up your cargo from the nearest branch.

In order to avoid such situations, we recommend that you make sure that the address information and telephone number you use in your order are correct.

If you have a problem with your address, you can change/update your address via the cargo tracking link sent to the e-mail address you used in the order and contact the cargo company to take action.

If the cargo companies cannot reach you and deliver your package, your package will automatically be returned to us and a refund will be made automatically for the packages that are returned to us.

We offer free shipping to all of Turkey and the United States. However, there is an additional charge only for express shipping options.

After entering your card information on the payment page, you can automatically see all installment options available for your card.

There is currently no corporate invoice option on our site. The necessary work is being done by our responsible department. The corporate invoice option will be activated on our site as soon as possible.

After placing your order, you can request an invoice by replying to the confirmation e-mail sent to you and sharing your corporate invoice information.

By registering your address information when creating an order through membership, you can process your order faster without having to enter your information every time.

Additionally, you can track your orders, view your invoices and order details more easily through your account.

You can also shop without being a member, our membership option is optional and not mandatory.

Your order has been cancelled automatically upon your request or by our system and a refund has been made.

If the product/size you want is out of stock and cannot be shipped, our system will automatically cancel/refund it.

As stated in the distance sales contract; "In cases where the fulfillment of the goods or services subject to the order becomes impossible, the Seller shall notify the Buyer in writing or via a permanent data provider within 3 (three) days from the date of learning about this situation and shall refund all payments collected, including delivery costs, if any, to the Buyer within 14 (fourteen) days from the date of notification at the latest."

Packages that are sent to you by cargo but cannot be delivered because the cargo company cannot reach you are automatically returned to us by the cargo company. Our system automatically processes refunds for packages that are delivered to us as returns.

If your order has been canceled without your request, we apologize for the unpleasant situation you have experienced and thank you in advance for your valuable understanding.

If you want to cancel your order, you can create your cancellation request through your membership login or, if you are not a member, through the "Cancel Order" option on the "View order details" page in your confirmation e-mail titled "Your order has been sent to us." sent to you.

If the shipping process has not been started for your order, our system will automatically cancel the order and send you an e-mail. If the shipping process has been started, you can automatically start your return process by not accepting the package that will be sent to you.

If you submit your cancellation request, your request will be processed as soon as possible and you will be notified by e-mail.

You can see your cargo tracking number after your package is delivered to the cargo company by clicking the "View order details" option on the order confirmation e-mail sent to you. If you have not received your information e-mail, we recommend that you check your spam / junk folders.

Once your cargo process is started, an information e-mail will also be sent to you. If you do not receive an e-mail, we recommend that you check your spam/junk folders.

Our packages delivered to the cargo company will be delivered to you within 6-8 business days on average. (Transactions cannot be made on weekends and public holidays.)

Under normal circumstances, we do not re-produce our products that are out of stock. We may only re-produce/update our stocks during certain periods and for selected products.

If there is a stock update again, you can click on the size you want on the product page and click on the "Stock update notification" section to register with your e-mail address. If there is a stock update, you will automatically be notified by e-mail.

You can receive our informative e-mails by following our @goaturban - Instagram address or by registering as a member from the #GOATURBANCOMMUNITY section on our website.

You can reach us anytime via our e-mail address destek@goaturban.com .