Faq

My Account

Where can I find my order history?

You can view your orders at any time by using our website. Simply follow the steps below:

1. Log in to our website and click “My Account” in the upper right corner of the page.

2. Click the “Orders” tab in the My Account section. You can view your order history here.

To track your orders, you will need to check the “Your Order Has Been Shipped” email we send you after your order has been dispatched. This email will include a link and tracking number required to track your order.

How can I change my membership information?

Once you log in to your account at www.juanvaldezcoffee.com.tr , you can change your membership information under “My Account > My Membership Information”.

I forgot my password, what can I do?

1. Click the “Forgot my password” link on the member login screen.

2. Enter your email address and follow the steps in the password reset email sent to you, or contact 0212 231 97 97 regarding the issue.

How can I change my password?

1. Log in to our website and click “My Account” at the top of the page.

2. Click the “Change Password” link under the “My Account Settings” tab on the left side of the page and follow the on-screen steps.

How can I become a member?

By clicking the “SIGN UP” or “LOG IN” link on the homepage of https://www.juanvaldezcoffee.com.tr, you can fill out the membership form, become a member immediately, and start shopping. You do not need to pay any fee to become a member of our website.

I no longer want to receive messages/newsletters, how can I unsubscribe?

Please send an email to info@juanvaldezcoffee.com.tr.

Is membership required to shop on the website?

You do not need to have a Juan Valdez account to place an order; you can also place your orders as a guest if you wish. Simply click the “Continue Without Membership” option and enter the basic details required to create your order. However, creating a Juan Valdez account makes it easier for you when you return to complete your shopping. You only need to log in with the email and password you choose, and details such as your address are stored.

How can I delete my account? / How can I cancel my membership?

To delete your account, please contact us by calling 0212 231 9747 or send an email to info@juanvaldezcoffee.com.tr .

Is my personal information secure?

Your identity information provided during membership registration and shopping is stored in accordance with the membership agreement.

Returns and Exchanges

What is your return policy?

Our Return Policy is regulated in accordance with our customer satisfaction principle, within the scope of Law No. 6502 on the Protection of Consumers, the Regulation on Distance Contracts dated November 27, 2014, and other relevant laws and regulations. Customers may return the product(s) they have purchased within 14 days from the delivery date without providing any reason, provided that the product(s) comply with the return conditions.

Can I return a product whose package I have opened?

Returns are not accepted in the following cases:

• The original package, box, or packaging included in your order is damaged
• All accessories sent to you are not returned completely6
• The products included in your order have been used
• The resale condition has been compromised,
• The return shipment is not sent in its own special box.
• Products whose return is not suitable for health and hygiene reasons because protective elements such as packaging, tape, seal, or package have been opened, used, or tried after delivery.

​​​​​​Returns are accepted for unused products that are complete, whose packaging is not damaged, and whose resale condition has not been compromised.

How do I return a product I purchased online?

You must fill out this return request form and send the product(s) you wish to return to the contracted cargo company below using the Return Code. If you provide the Return Code to the relevant cargo company, the shipping fee will be covered by us and you will not need to provide separate return address information.

The product to be returned must not be damaged, its original package, box, and packaging must not be damaged, it must be complete with all accessories, unused, and its resale condition must not be compromised. If applicable, it must be returned in its own special box as it was sent to you.

Contracted Cargo Company: Yurtiçi Kargo Agreement No:  1100993149 - Honest Kahve A.Ş. (Address: Şenlikköy Mh. Yeşilköy Cd. No:9 Florya - Bakırköy / Istanbul)

The products to be returned must have undamaged original packages, boxes, and packaging; all accessories provided must be sent completely; they must be unused, their packaging must be undamaged, they must be delivered completely, and their resale condition must not be compromised.

I received my order, but the delivered products are incorrect. How can I return them?

You can contact 0212 231 9747 regarding the issue or send your request by email to info@juanvaldezcoffee.com.tr . You can find more detailed information in the cancellation and return conditions section.

I want to return my product. I have notified customer service about the issue. Within how much time do I have to ship the products?

Customers may return the product(s) they have purchased within 14 days from the delivery date, provided that they comply with the return conditions. The shipping cost of the returned product will be covered by us if you choose Yurtiçi Kargo and send it by specifying the return code.

Yurtiçi Kargo Contact Number: 444 99 99

You can find more detailed information in the cancellation and return conditions section.

Can I return a product I purchased from your website at your store?

Products purchased through the  www.juanvaldezcoffee.com.tr  website cannot be returned at our stores. The shipping cost of the returned product will be covered by us if you choose to return it via Yurtiçi Kargo and send it by specifying the return code.

Yurtiçi Kargo Contact Number: 444 99 99

You can find more detailed information in the cancellation and return conditions section.

How long after the return process will the refund be reflected in my account?

The compliance of the products you return with the return conditions is checked. Provided that the product reaches us within the legal period, your return process will be completed within 14 days from the request date. The amounts of accepted returns are also forwarded to the bank within this period. This process depends entirely on your bank, and Juan Valdez has no right to intervene with your bank.

Which products cannot be returned?

For the following products, there is legally no right of withdrawal, even if they are unused:

a) Products or services whose price depends on fluctuations in financial markets and is not under the control of the seller,

b) Products prepared in line with the buyer’s requests or personal needs (those customized for a person/personal needs by making changes/additions),

c) Products whose return is not suitable for health and hygiene reasons because protective elements such as packaging, tape, seal, or package have been opened, used, or tried after delivery,

d) Products that are mixed with other products after delivery and cannot be separated by their nature,

e) Services that have begun to be performed with the buyer’s approval before the withdrawal period expires,

You can find more detailed information in the cancellation and return conditions section.

How are campaign products returned?

If campaign products are returned, all discount and/or reward points, etc. campaign conditions will be cancelled. Partial returns are not accepted for promotional or campaign products. In case of return, all products included in the campaign must be returned together.

Will I pay a fee for return shipping?

For the return of your product(s), if you fill out the Return Request Form on the back of the invoice delivered with the product completely and send the product(s) you wish to return with the Yurtiçi Kargo Juan Valdez Return Code, the shipping fee will be covered by us. For shipments made with companies other than Yurtiçi Kargo, the payment must be covered by you; otherwise, the shipment will not be accepted.

Can I get the shipping fee back for product returns?

If all products included in the same order are returned, the shipping fee will be refunded to you.

 Can I exchange or return Juan Valdez products purchased from overseas stores or other shopping websites through the Turkey website or Turkey stores?

Juan Valdez products purchased from overseas and/or other shopping websites cannot be exchanged or returned through the website or Turkey stores.

Orders

Can I place an order by phone?

You can only create your orders through our website. We do not have an order placement service by phone.

How can I know that my order has been successfully completed?

You can make sure your order has been completed in the following ways:

- After you approve the payment, you can see on the screen that appears that your order has been confirmed and view your order number.

- You can track it through the “Your Order Has Been Received” and “Your Order Has Been Confirmed” emails sent to your email address.

- After logging in to the website as a member, you can view the status and details of your order under the “My Account > My Orders” page.

Why didn’t I receive the email confirming that my order was approved?

You can contact Customer Service at 0212 231 9747 regarding the issue or send your request by email to info@juanvaldezcoffee.com.tr.

Can I shop on the Juan Valdez Mobile App without becoming a member?

You do not need to have an account to shop; you can also place your orders as a guest if you wish. Simply click the “Continue Without Membership” option and enter the basic details required to create your order. You may also subscribe to our newsletters to be informed about special campaigns and promotions.

The product I am looking for appears to be out of stock. What can I do?

Our stocks are updated at regular intervals. You can also find the product you are looking for in our stores. You can find the nearest Juan Valdez store from the stores section on the www.juanvaldezcoffee.com.tr website.

Where can I find the terms of use, agreements, etc. on the website?

You can access more detailed information by clicking the Distance Sales Agreement section on our website.

How can I place an order?

• When placing a product order, information about the product(s) (features, product code, price, etc.) is displayed on the product page.

• At the stage of confirming the shopping cart (My Cart), after viewing the Order Summary (product information, product quantity, price, and shipping fee), click the Complete Order button.

• After filling in the fields related to the delivery address (postal code, address, phone, etc.), select the payment options in the payment information section and enter card details. At this stage, the purchase summary is viewed by the user, and the preliminary information form and distance sales agreement fields are read and approved.

• Then, an email will be sent to your email address stating that your order has been received. This email includes order information (product code, product quantity, distance sales agreement, etc.).

• After your order is received, you will be informed by email about the order confirmation and shipping processes.

Are there different campaigns between your stores and your website?

www.juanvaldezcoffee.com.tr is a different sales channel from our stores, and the campaigns and promotions available on www.juanvaldezcoffee.com.tr may differ from those in stores. 

Can I change my delivery address after placing my order?

After an order is placed, the address cannot be changed in any way.

Your shipment is delivered to the address you entered during the order, and this address cannot be changed afterward.

Can my invoice and delivery address be different?

For orders completed by logging in as a member, your invoice and delivery address may be different.

How can I enter a different invoice address?

At the order completion stage, in the section where you select your delivery address, you can click the “My Invoice Address Should Be Different” option and select a different address for your invoice. After entering different invoice and delivery addresses, you can proceed to the payment stage.

Will the person I send the product to as a gift receive a document instead of the invoice?

The person you gift the product to will not receive the invoice; the invoice will be sent to the email address in the order.

I want an invoice issued on behalf of a company.

For purchases made through  www.juanvaldezcoffee.com.tr , you must enter your corporate information completely in the invoice information field.

How and when will my invoice be sent?

Your invoice will be sent to the email address you entered into the system within 1 week at the latest.

Order Cancellation

Can I cancel my order?

After your order is completed, you can cancel your order within the first 30 minutes from the My Account – My Orders section on the website. To cancel your order, the shipping process for your order must not have started. You will be informed by email when your order is approved and the shipping process begins.

You can contact Customer Service at 0212 231 9747 regarding your order cancellation request.

Is it possible to cancel the order after the products have been shipped?

To cancel your order, the shipping process for your order must not have started. If your order has been handed over to the cargo company, you must send the products back to us with a return request after receiving them.

Can I change the products in my cart?

You can make changes to the products in your cart; however, after the purchase is completed, changes cannot be made to your order.

How can I make changes to my order?

• After the purchase is completed, changes cannot be made to your order.
• If your order has not been approved and the shipping process has not started, cancellation can be made according to the following points.
• Cancellation cannot be made for multi-promotional products. All promotional products connected to these products will be cancelled
• If you complete the cancellation, you can create a new order through the website if you wish.
• After your order is completed, you can cancel your order within the first 30 minutes from the My Account – My Orders section on the website, or you can contact Customer Service at 0212 231 9747 regarding your order cancellation request.
• However, if your order has been approved and the shipping process has started, you must send the products back to us with a return request after receiving them.

Can I get the shipping fee back for order cancellations?

If all products in your order are cancelled, the shipping fee will be refunded to you.

Payment

Why was my payment declined?

The main reasons your payment may be declined are: incorrect entry of credit card/debit card information, insufficient credit/debit card limit, etc. For detailed information, you can contact your bank.

Which payment options can I use for my purchases?

You can use credit cards and debit cards as payment options and complete your purchases with your preferred payment method. Installment options are available for contracted cards.

Can I pay by money transfer/EFT or cash on delivery?

Payment by money transfer or EFT is not available.

Can I change my payment information after my order is received?

Payment information cannot be changed after the purchase is completed.

Are your prices inclusive of VAT?

All prices stated on our website include VAT.

What is 3D Secure?

3D Secure is an additional security layer developed by Visa and MasterCard to increase the security of electronic commerce transactions and ensure cardholder card security.

Purchases made from virtual merchants bearing the Verified by Visa® and MasterCard® SecureCode® logos* are protected by Visa and MasterCard. In this way, both cardholders and merchants are protected against possible fraud.

Can I have an invoice issued on behalf of a company?

If you are an e-invoice customer, it is possible to have an invoice issued on behalf of a company if you enter the requested information.

Can I submit a corporate bulk purchase request?

For your corporate bulk purchase requests, you can reach us by email at info@juanvaldezcoffee.com.tr.

I lost my invoice, what should I do?

You can contact our call center at info@juanvaldezcoffee.com.tr to request an invoice.

Product Delivery

What is your shipping fee?

You can find our contracted cargo companies and details below:

For shipments via Yurtiçi Kargo, shipping is free for purchases of 650 TL and above, and the shipping fee is 45 TL for purchases under 650 TL.

How can I track my shipment/order?

For Yurtiçi Kargo Order Tracking: https://www.yurticikargo.com/tr/online-servisler/gonderi-sorgula

Do you deliver outside Turkey?

Product delivery to overseas locations and the TRNC is not available.

Can I have my order delivered to a store?

Your orders cannot be delivered to our stores.

When will my order be delivered?

After the payment for your orders is approved, your product is prepared and handed over to the cargo company within 1–5 business days (Monday–Friday). 

How can I change my delivery address?

After an order is placed, the address cannot be changed in any way. Your shipment is delivered to the address you entered during the order, and this address cannot be changed afterward.

Can you send the product I purchased earlier?

Our standard delivery period applies to all your orders. Your products will be shipped within 1–5 business days (Monday–Friday). 

Can I have delivery made to multiple addresses?

Only one address can be defined for each order.

What can I do if my order cannot reach me?

The address you enter in the system when creating your order is accepted as the delivery address, and if you are not present at your delivery address during delivery, info@juanvaldezcoffee.com.tr  

If there is no cargo company in my location, how will I receive my order?

The contracted cargo companies that deliver your orders can provide delivery throughout Turkey. However, delivery may not be possible to villages, rural areas, etc. that have access restrictions/cannot be reached by road and are outside central distribution areas. In such cases, you will need to receive your order from the distribution branch directed by the relevant cargo company.

The package arrived damaged. Should I accept it?

You should not accept damaged packages and should ask the cargo officer to prepare a report stating that the package is damaged. Afterwards, you can contact Customer Service at 0212 231 9747 regarding your order.