1. What are your delivery options?
We offer three different delivery options:
1-Same-day/courier delivery in Istanbul on weekdays (valid for orders placed before 12:00 PM on weekdays). The courier fee is 90₺.
2-Standard shipping (dispatched within 1-3 business days). The standard shipping fee is 40₺, and orders of 500₺ or more qualify for free shipping.
3-If you choose "Pick Up in Store" option, you can quickly collect your order from our Teşvikiye and Göztepe stores.
2.Do you ship internationally?
We ship to the United Arab Emirates, Bahrain, Oman, Saudi Arabia, and Kuwait between October and May. Due to weather conditions, international shipments are not available between May and October.
3.I want to place an order on your website, but I'm concerned about hot weather. Do you have special packaging?
During hot weather, we take extra precautions by adding ice packs to your order when packaging it.
4.How can I track my order?
You can track your order using the order tracking number provided in your order confirmation email. You can also log in to your account on our website to track your order.
5.Will my order be damaged during shipping?
We carefully package your order to ensure it is well protected during shipping. We label fragile items on the outside of the boxes and include ice packs during hot weather to prevent damage.
6.When are orders shipped?
Orders placed on weekdays before noon are shipped on the same day. Orders placed after 12:00 PM on Fridays and on Saturdays, Sundays, and public holidays are processed on the next business day.
7.What are your store hours?
Our Teşvikiye store is open every day from 10:00 AM to 7:00 PM.
Our Göztepe store is open every day from 10:00 AM to 8:00 PM.
You can shop online on Harem Online 24/7.
8.Can we visit your production facility?
Due to our quality and food safety standards, only authorized personnel with proper hygiene measures are allowed to enter our production area.
9.Do you prepare engagement chocolates?
We provide special presentations for your special occasions at our Teşvikiye and Göztepe stores. For detailed information, you can visit our stores.
10.Can we order as a gift from your website?
Certainly. You can send gifts to your loved ones from our website, and we include ribbon and packaging as if it were a gift. Simply add the products you want to purchase to your cart, and completing the payment is all you need to do.
11.Is the invoice sent with the order when sending it as a gift?
The invoice for your order will be sent to your registered email address after the order has been dispatched. We do not include the invoice inside the package.
12.I want to cancel/change my order. How can I do that?
For orders that have not yet been shipped, you can call our Customer Service hotline at +90 216 467 0099 or send an email to firstname.lastname@example.org with your order number. As our products fall under the category of "perishable goods," we do not offer returns or exchanges once the order has been shipped. Therefore, it's essential to check the condition of your order upon delivery, and if there are any issues, you have the right to document them with the courier.
13.How do discount codes work?
If you have a discount code, you can enter it in the "Gift Card or Discount Code" field during the payment process and click "Apply" to enjoy the discount.
14.Whom can I contact if I need assistance or have a question?
You can reach us at our Customer Service hotline at +90 216 467 0099 on weekdays between 09:00 AM and 06:00 PM or email us at email@example.com.
15.What payment methods do you accept?
We accept payments through Iyzico.
16.Why do you use my personal account information?
We retain your information in our customer database to provide better service for your future orders. You can edit your information in the "My Account" section or request its complete deletion by contacting Customer Service.
17.Are my details safe and confidential?
Your personal information is secure. You can click here to view our KVKK policy.
18.Do you offer bulk sales?
Yes, we offer bulk product sales. For inquiries, you can send an email to firstname.lastname@example.org, and we will get back to you as soon as possible.
19.Do you offer franchising opportunities?
We do not offer franchising opportunities within Turkiye. However, you can send your proposals for different projects and international franchise opportunities to email@example.com.
20.Can we create our own arrangements inside the boxes?
We can assist you with custom arrangements at our Teşvikiye and Göztepe stores in Istanbul. You can also choose from our ready-made boxes on Harem Online.
21.Do you have a package containing all your products for tasting?
We do not have a single box containing all our products, but you can find a variety of our product selections in our Concept Selection, Premium Selection, and Merhaba boxes.
22.Do you have gluten-free options?
Our Cara series, Roll Lokum series, Crepe Chocolate, Crunch Pralin, Biscuit Dragee, and Turkish Delight products contain gluten. Other product groups do not contain gluten. However, due to shared production areas and mixed chocolate box sets, there may be trace amounts of gluten, so we do not recommend our products for individuals with celiac disease.
23.Do you use sweeteners?
We do not use sweeteners in our chocolates. We use Coconut Sugar and date juice in some of our products (Healthy Snacks).
24.Do you use additives?
We do not use preservatives in our chocolates. The ingredients of our Cara Choclate | Cherry product include pitted dried cherries, and our Roll Turkish Delight product contains phyllo dough.
25.Do you have sugar-free products?
We have products without added sugar. Our chocolates naturally contain sugar due to the cocoa beans and dried fruits used in them.
26.Do you have alcoholic products?
We have a Halal certification, and none of our products contain alcohol.
27.How should I store your chocolates?
Store our chocolates in a cool, dry place between 16-22°C, away from direct sunlight and odors.
28.What allergens are present in your products?
Our chocolate products contain different allergens depending on the variety. Nut-containing products may contain tree nuts, milk chocolate varieties contain milk, sesame products contain sesame, and products with wafers may contain gluten. You can find information about the allergens present in each product in the product descriptions.
29.What is the shelf life of your products?
The shelf life of our products varies depending on the ingredients. You can check the shelf life for each product in the product descriptions.
1. What are your delivery options?