Delivery Terms

Shipping Fee

Shipping is free for all domestic orders.

Order Dispatch Time

Products you order and that are in stock will be dispatched within 24 hours.

Tracking Your Shipment Online

You can track your orders in the "My Orders" section of your account on bigghome.com.tr.
If you are a registered member, you can also view all your past orders in the same section.
Once your order has been shipped, the tracking details will be sent to your registered email address.

Tracking Your Order Through the Courier

Orders are delivered via Yurtiçi Kargo, which has an extensive branch network in Turkey. Yurtiçi Kargo will send you an SMS with your tracking number.

Delivery Time

The average delivery time for your order is 2 business days.

If You Are Not Available at the Delivery Address

If you are unavailable, a "delivery failed" notice will be left. Your order will be re-delivered to your address on the next business day.
To ensure the package is delivered at a convenient time, you can contact the courier company and coordinate. If the second delivery attempt also fails, your package will be returned to the serenk.com warehouse.
Packages remain at the courier branch for a maximum of 3 days.
All shipments are sent with a delivery note, as required by law.

Checking the Package Upon Delivery

When receiving your order, always check the package for any damage, such as tears, dents, or water exposure. Ensure the items in the package match the invoice.
If there is an issue with the package or its contents, do not accept it. Request the courier to issue a damage report.
The report will facilitate the exchange or refund process.

Compensation Process

Application

The compensation process for damaged, lost, or delayed shipments begins after the customer submits a written request to the branch or regional office.
The request should include:

• For items lost/damaged before invoicing: The date on the warehouse receipt, recipient name, shipment contents, and the requested compensation amount.
• For items lost/damaged after invoicing or delayed: Invoice details, such as shipment code, document number, date, and the requested compensation amount.

Required documents:

• For items lost/damaged before invoicing: A photocopy of the warehouse receipt and an official document (e.g., invoice) proving the shipment’s value, issued on or before the shipment date.
• For items lost/damaged after invoicing:
• For sender-paid shipments: A copy of the invoice issued at the branch.
• For recipient-paid shipments: A copy of the warehouse receipt and an official document proving the shipment’s value.

Evaluation

The branch sends the compensation request and related documents to the regional office.
The regional office initiates an investigation. For lost shipments, all branches and transfer centers are checked. For damaged shipments, feedback and reports from all units that handled the shipment are requested.
After completing the investigation, the Regional Compensation Committee evaluates the request and sends it to the Headquarters Compensation Committee for final approval.

Outcome

If the compensation request is approved:

• The regional office sends an indemnity letter and expense receipt to the customer’s branch.
• The damaged shipment is retrieved from the customer.
• The customer must sign the indemnity letter and expense receipt and return them to the branch.
• Once these documents are uploaded into the system, the compensation amount is transferred to the customer’s bank account by the Headquarters Finance Department.

If the compensation request is denied:

• The regional office informs the branch, which notifies the customer.
• If the customer wishes to appeal, they must submit a written objection to the branch.
• The appeal initiates a re-evaluation process.

What to Do if Your Order Is Delayed

In case of delays, contact the Customer Service Department at +90 216 538 52 51 or email info@bigghome.com.tr for updates.

Delivering Items from the Same Order to Different Addresses

Each order is issued a single invoice, which cannot be split. If you wish to send items to multiple addresses, please place separate orders.

Deliveries on Official Holidays

Courier companies only deliver on business days (half-day service on Saturdays).