HELP CENTER
Frequently Asked Questions
Find answers about shipping, payments, returns, products, and your account. We’re here to help!
99+ Countries
Shipping
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Which countries do you ship to?
We ship to 99+ countries across 7 shipping zones: Turkey, EU Core (Germany, France, Italy, Spain, etc.), EU Extended (UK, Scandinavia, Eastern Europe), Americas (US, Canada, Mexico), Gulf & MENA (UAE, Saudi Arabia, Kuwait, Qatar, etc.), Asia & Oceania (Japan, Australia, India, etc.), and Rest of World. Shipping methods and rates depend on your delivery address and are shown at checkout.
What are your shipping zones and free-shipping thresholds?
Turkey: Always free shipping. EU Core & Extended: Free over $89, otherwise from $15 + $5 per item. Americas: Free over $129, otherwise from $22 + $7 per item. Gulf & MENA: Free over $149, otherwise from $30 + $9 per item. Asia & Oceania: Free over $199. All zones also offer Ultra Express at $119 flat. See our Shipping Policy for full details.
What shipping methods are available?
Most zones offer 3 tiers: Economy Shipping (base + per-item rate, 7-14 days), Priority Carrier (faster, 5-10 days), and Ultra Express ($119 flat, 2-5 days). Turkey always has free shipping. Options for your address are shown at checkout.
How long will delivery take?
Turkey: 2-5 business days. EU Core: 5-10 days. EU Extended: 7-12 days. Americas: 7-14 days. Gulf & MENA: 5-12 days. Asia & Oceania: 10-15 days. These are estimates from dispatch; customs may add extra time. Ultra Express cuts times significantly.
How do I track my order?
We send a tracking link by email when your order ships. You can also check My Account → Orders for the latest status.
Do I have to pay customs or import duties?
International orders may be subject to customs duties, VAT or import fees in your country. These are set by local authorities and are typically the customer's responsibility. We declare the merchandise value on the parcel.
Secure Checkout
Payment
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Which payment methods do you accept?
We accept major credit and debit cards (Visa, MasterCard, American Express and selected local cards) via our secure payment partner iyzico. The options available are shown on the checkout page. We do not see or store your full card details.
Is checkout secure?
Yes. Checkout uses encrypted connections (HTTPS/SSL) and is integrated with iyzico's secure payment platform. Your card details are sent directly to the processor over an encrypted connection. Your bank may ask you to complete 3-D Secure verification.
Which currencies can I pay in?
Prices are displayed and charged in USD. Your bank may convert the amount to your local currency using their exchange rate. Multi-currency support (EUR, GBP, TRY) is coming soon.
Do you offer discounts on larger orders?
Yes! We have automatic cart discounts: $150+ gets 5% off, $250+ gets 8% off, and $400+ gets 12% off. These apply automatically at checkout. First-time customers also get 10% off with code WELCOME10. Plus, most products have bundle discounts on product pages.
14-Day Returns
Returns & Refunds
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What is your return policy?
You have a 14-day return window from delivery. Items must be unused, unopened and in original packaging. Some items (opened cosmetics, derma rollers) are excluded for hygiene reasons. See our Refund & Returns Policy for full details.
How do I request a return?
Email support@oriento.store with your order number, reason for return, and photos if applicable. We'll respond within 2 business days with instructions.
Who pays for return shipping?
If the item is defective or we sent the wrong product, we cover return shipping. For change-of-mind returns, the customer pays return shipping costs.
How long do refunds take?
Once we receive and inspect the returned item, refunds are processed within 5-10 business days to your original payment method. You'll receive an email confirmation when the refund is issued.
100% Genuine
Products
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Are your products genuine?
Absolutely. We are the official global distributor for Bethantax Power, Regrow Hair, The Mossi London, and other Turkish brands. All products ship directly from Istanbul with full batch traceability.
What brands do you carry?
We carry Bethantax Power (hair transplant recovery), The Mossi London (professional hair care), Regrow Hair (clinical growth serums), Zaroza Beauty Care (skincare), Seo Care, Must De Qen, Herbaderm, and more. Browse our Brands page for the full range.
How should I store the products?
Store products in a cool, dry place away from direct sunlight. Check individual product labels for specific storage instructions. Most hair care products have a shelf life of 12-24 months from manufacture.
Are your products tested on animals?
No. All our brands are cruelty-free and do not test on animals. Many of our products are also dermatologically tested and paraben-free.
My Account
Account
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Do I need an account to order?
You can check out as a guest, but creating an account lets you track orders, save addresses, use wishlists, and access order history. Account creation is offered during checkout.
How do I reset my password?
Click "Lost your password?" on the My Account login page. Enter your email and we'll send a reset link.
How can I contact support?
Email us at support@oriento.store or call +90 539 635 13 25. We typically respond within 24 hours on business days.
Still Need Help?
Our support team is ready to assist you with any questions.
