International Shipping and Returns Policy
Last Updated: 4 September 2026
This International Shipping and Returns Policy applies to orders placed through thegoatz.co and delivered outside Turkey.
International orders are shipped from Turkey with DHL on a door-to-door delivery basis.
This Policy should be read together with the Preliminary Information Form for International Orders, the Distance Sales Agreement for International Orders, the Terms of Use, the Privacy Notice and any order-specific information displayed at checkout.
1. Seller and Contact Information
Seller: Seçil TÜREDİ
Brand: The Goatz
Website: thegoatz.co
Email: [email protected]
Return Address: Medrese Sokak, No: 1, Office: 2, Fevzipaşa Mahallesi, 17100 Çanakkale, Turkey
2. Shipping Carrier
International shipments are carried out by DHL.
DHL may deliver the shipment directly to the Buyer’s delivery address, subject to DHL’s operational rules, destination country procedures, customs clearance, local delivery conditions and the accuracy of the delivery information provided by the Buyer.
The Buyer must provide complete and accurate delivery, billing and customs information at checkout.
3. DHL Service Types
The shipping service is selected according to the destination country and the billable weight range of the shipment.
DHL TIME means estimated delivery within 1 to 3 business days after dispatch.
DHL DAY means estimated delivery within 9 to 10 business days after dispatch.
Delivery estimates start from the date the order is handed over to DHL, not from the date the order is placed.
The most cost-efficient available DHL service is selected according to the destination country and kg range.
4. Billable Shipping Weight
Shipping service selection is based on the billable weight range of the package.
The final applicable kg range may depend on the product weight, package size, packaging materials and DHL’s billable weight calculation.
This Policy covers international shipping service selection up to 25 kg.
For shipments above 25 kg, The Goatz may provide a separate shipping assessment before dispatch.
5. International Delivery Table
The table below shows which DHL service type is used for each destination country group and kg range, based on the most cost-efficient available option in the shipping table.
Prices are not displayed in this Policy. Shipping costs, where applicable, are shown at checkout before the Buyer confirms the order.
| Destination Group | Countries / Territories | 1–3 kg | 4–25 kg |
|---|---|---|---|
| Zone 1 | DHL TIME 1–3 business days | DHL DAY 9–10 business days | |
| Zone 2 | DHL TIME 1–3 business days | DHL DAY 9–10 business days | |
| Zone 3A | DHL TIME 1–3 business days | DHL DAY 9–10 business days | |
| Zone 3B | DHL DAY 9–10 business days | DHL DAY 9–10 business days | |
| Zone 4 | DHL TIME 1–3 business days | DHL TIME 1–3 business days | |
| Zone 5 | DHL TIME 1–3 business days | DHL TIME 1–3 business days | |
| Zone 6 | DHL TIME 1–3 business days | DHL TIME 1–3 business days | |
| Zone 7 | DHL TIME 1–3 business days | DHL TIME 1–3 business days |
Delivery times are estimates and are not guaranteed delivery dates. Customs procedures, public holidays, weather conditions, remote area delivery rules, DHL operations, local authority inspections, incomplete address information, unpaid destination charges or force majeure events may affect delivery times.
6. Sustainable Plastic-Free Packaging
At The Goatz, international shipping is not only about delivering products safely; it is also about protecting the materials, the craft and the environment.
We use a plastic-free shipping approach for our parcels wherever reasonably possible. The shipping materials used for our orders are selected with recyclability, lower environmental impact and responsible packaging in mind.
Our packaging materials are recyclable and suitable for responsible waste separation after delivery. Buyers are encouraged to reuse or recycle the packaging materials in accordance with their local recycling rules.
Our packaging approach is designed with European-standard sustainability expectations in mind, including reduced plastic use, recyclable materials, careful product protection and responsible parcel preparation. This statement does not constitute a third-party certification unless expressly stated separately.
7. Order Preparation Time
Products that are in stock are usually prepared for dispatch within 1 to 3 business days after payment confirmation.
Handmade, custom-made, personalized or made-to-order products may require additional preparation or production time.
Where a product requires a special production period, the estimated preparation time may be shown on the product page, at checkout or communicated to the Buyer separately.
8. Customs, Import Taxes and Local Charges
The Seller is responsible for its own tax obligations arising in Turkey in connection with the sale, invoicing and export of the products.
The Buyer is responsible for customs duties, import taxes, local VAT, local sales taxes, customs clearance costs, brokerage fees, carrier collection fees, storage fees and similar official or third-party charges that may arise in the destination country, unless mandatory law provides otherwise.
The product price and shipping fee displayed at checkout do not include destination-country import charges unless expressly stated otherwise.
DHL, customs authorities, local tax authorities or other third parties in the destination country may contact the Buyer to collect import-related charges or request additional information before delivery.
The Seller has no control over destination-country customs duties, import taxes, local charges, customs inspections or customs clearance decisions.
9. Buyer’s Import Responsibility
The Buyer is responsible for checking whether the ordered product may be imported into the destination country.
If a shipment is delayed, refused, returned, held at customs or destroyed because of import restrictions, missing information, unpaid customs duties, unpaid import taxes, unpaid local charges or the Buyer’s failure to cooperate with customs or DHL, the Buyer may be responsible for related shipping, return shipping, customs, storage, carrier and administrative charges, to the extent permitted by applicable mandatory law.
10. Shipment Tracking
After the order is handed over to DHL, tracking information may be shared with the Buyer by email, SMS, the Website or DHL’s tracking system, where available.
The Buyer should follow the shipment status and respond promptly to any request from DHL, customs authorities or local delivery partners.
Failure to respond to customs, tax, address confirmation or delivery requests may delay delivery or cause the shipment to be returned.
11. Delivery Address
The Buyer must provide a complete and accurate delivery address, billing address, recipient name, email address and phone number at checkout.
The Goatz is not responsible for delivery delays or failed delivery caused by incomplete, inaccurate or outdated information provided by the Buyer.
Address changes after dispatch may not always be possible and are subject to DHL’s operational rules.
12. Delivery Inspection
The Buyer is advised to inspect the package upon delivery where possible.
If the outer package appears crushed, torn, wet, opened or visibly damaged, the Buyer should take photos of the package and, where possible, request a damage report from DHL or the local delivery representative.
If the product is damaged, defective, incomplete or different from the ordered product, the Buyer should contact The Goatz as soon as reasonably possible at [email protected] with the order number, product photos, package photos and a clear description of the issue.
13. Right of Withdrawal and Returns
Where applicable, the Buyer may exercise the right of withdrawal within 14 days, subject to the Distance Sales Agreement for International Orders, this Policy and any mandatory consumer protection rules that may apply in the Buyer’s country of residence or the country of delivery.
The Buyer must notify The Goatz before sending any international return.
Return requests should be sent to [email protected] with the order number, product information and reason for return.
After reviewing the request, The Goatz may provide DHL return instructions, return documentation, packaging instructions or other operational information.
14. Products That Cannot Be Returned Under Withdrawal
Products prepared in line with the Buyer’s personal requests or needs, including personalized, custom-made, made-to-order or specially produced products, cannot be returned under the right of withdrawal unless mandatory law provides otherwise or unless the product is defective.
Goods that may deteriorate quickly or expire rapidly cannot be returned under the right of withdrawal.
Goods whose protective elements such as packaging, tape, seal or hygiene seal have been opened after delivery cannot be returned if their return is unsuitable for health or hygiene reasons.
Goods that are mixed with other products after delivery and cannot be separated by their nature cannot be returned under the right of withdrawal.
The Buyer’s legal rights regarding defective, damaged, incomplete or incorrect products remain reserved.
15. International Return Carrier
International returns should be made through DHL, unless The Goatz gives different written instructions.
The Buyer should not send an international return without first contacting The Goatz and receiving return instructions.
Return shipments should be sent to the following address:
Seçil TÜREDİ, Medrese Sokak, No: 1, Office: 2, Fevzipaşa Mahallesi, 17100 Çanakkale, Turkey.
16. International Return Shipping Costs
For international returns made due to the Buyer’s withdrawal, change of mind, wrong size selection, wrong color selection, wrong address information or similar reasons not caused by the Seller, the international return shipping cost is the responsibility of the Buyer, unless mandatory consumer law provides otherwise.
Customs duties, import/export fees, return clearance charges, brokerage fees, carrier fees, storage fees and similar return-related charges are the responsibility of the Buyer, unless mandatory law provides otherwise or unless the return is caused by the Seller’s fault.
If the product is defective, damaged, incomplete or incorrect due to a reason for which the Seller is legally responsible, the return shipping cost will not be charged to the Buyer where required by applicable law.
17. Return Packaging
The Buyer must package the returned product securely and in a manner suitable for international transport.
Ceramics, glass, candles, decorative objects and other fragile products must be packed carefully to prevent breakage, crushing, leakage, scratching or other damage during return transport.
The product should be returned with its original packaging, invoice, accessories, certificates, gifts and all items delivered with the product, where reasonably possible.
Damage caused by unsuitable return packaging may be evaluated according to the circumstances of the case and applicable law.
18. Refunds
If the Buyer duly exercises a valid right of withdrawal, The Goatz will refund the payments collected by The Goatz in accordance with the applicable Distance Sales Agreement and mandatory consumer protection rules.
For international returns, the refund period may begin when the returned product reaches The Goatz or when the Buyer provides sufficient proof of return shipment, depending on the applicable law, the return carrier used and the reason for return.
Refunds are generally made using the same payment method used for the original purchase, unless the Buyer expressly agrees otherwise.
Destination-country customs duties, import taxes, local VAT, customs clearance fees, brokerage fees, storage fees, carrier collection fees and similar charges paid to public authorities, customs authorities, DHL or third parties are not refundable by The Goatz, unless mandatory law provides otherwise or unless the charge was caused by the Seller’s fault.
19. Damaged, Defective, Incomplete or Incorrect Products
If the delivered product is damaged, defective, incomplete or different from the ordered product, the Buyer should contact The Goatz at [email protected] as soon as reasonably possible.
The Buyer should provide the order number, photographs of the product, photographs of the packaging and a clear description of the issue.
The Buyer’s legal rights regarding defective goods are reserved.
Depending on the applicable legal conditions, the Buyer may request repair, replacement, price reduction or refund.
20. Handmade Products
The Goatz products may include handmade ceramics, soy candles, home decoration products, accessories, art objects and similar handmade or small-batch physical goods.
Handmade products may contain natural variations in color, form, glaze, texture, size, pattern or finish. Such natural variations do not constitute a defect, provided that they are consistent with the handmade nature of the product and the product description.
The Buyer should carefully review the product description, dimensions, material information, care instructions and customization details before placing an order.
21. Failed Delivery, Refused Delivery and Returned Shipments
If a shipment cannot be delivered because the Buyer is unavailable, refuses delivery, provides incomplete or incorrect address information, does not pay destination-country charges, does not respond to customs or DHL requests, or fails to collect the shipment where collection is required, the shipment may be returned to The Goatz or handled according to DHL and destination-country rules.
In such cases, the Buyer may be responsible for additional shipping, return shipping, customs, storage, carrier, administrative or re-dispatch charges, to the extent permitted by applicable mandatory law.
22. Changes to This Policy
The Goatz may update this International Shipping and Returns Policy from time to time due to changes in DHL services, destination coverage, shipping costs, customs practices, legal requirements or operational needs.
The updated version will be published on the Website and will apply from the date of publication, unless otherwise stated.
23. Contact
For international shipping, tracking, customs, return, refund, damaged product or defective product questions, the Buyer may contact The Goatz through the following channel.
Email: [email protected]
Return Address: Medrese Sokak, No: 1, Office: 2, Fevzipaşa Mahallesi, 17100 Çanakkale, Turkey