Frequently Asked Questions

• How can I change my password?

  You can update it by logging into your account and accessing the "Change Password" section under "My Account".

• Can I place an order via Bank Transfer/EFT?

  You can place your order by transferring the full amount to the IBAN number provided below. Please write your order number in the payment description; otherwise, your order will not be approved.
  ATM Dış Ticaret Pazarlama A.Ş. Garanti Bank - Istanbul Mecidiyeköy Commercial Branch
  TR75 0006 2000 1190 0006 2960 16

• How can I place an order with Cash on Delivery?

  To complete your shopping with Cash on Delivery, please select the "Cash on Delivery" option among the payment methods listed, including "Credit Card Payment" and "Bank Transfer Payment", at the payment step of your order.

• Can I make changes to my order?

  Changes cannot be made to orders that have already been placed. However, you can refuse to accept the package upon delivery to initiate a return.

• Can I cancel my order?

  Orders cannot be canceled once the purchase process is completed. After the product is delivered, you can either refuse to accept it or start the return process by filling out the digital return form.
  (For hygiene reasons, products such as breast pumps, thermometers, underwear, hygienic pads, razors, personal care items, food products, diapers, formula, wet wipes, training pants, toilet adapters, cosmetic products, cleaning products, etc., cannot be returned unless defective.)

• Will I pay shipping fees when returning a product?

  You can send the product free of charge by filling out the digital return form and using the provided return codes with your preferred courier.
  Returns without a completed digital return form will not be accepted and will be sent back to you.

• How to return a product purchased from www.joker.com.tr (Digital Return Form)

  1. After logging into www.joker.com.tr, click on "My Orders" under the "My Account" section located at the top right corner.
  2. Select the order you want to return, state the reason for return, choose the courier company for return, tick the box stating "I have read and accept the Return and Shipping Conditions," and click the return request button.
  3. Using the free shipping code provided, send your products back with your selected courier within 7 days.
  4. The return process will start after the products are received by Joker Internet Warehouse. ***Products sent without completing the digital return form will not be accepted and will be returned to you.

• Toy Product Exchange/Return Process

  *Exchange or return cannot be made for products whose original packaging is damaged, missing accessories, or that have lost their resale condition if no notification is made within 14 days from the delivery date.
  
  **In cases where the issue is due to user error (wrong charging, wrong battery usage, dropping, hitting, breaking, improper assembly, misuse, etc.), no exchange or return will be made.
  
  ***According to Law No. 6502 on Consumer Protection and its associated Warranty Certificate Regulation and After-Sales Services Regulation, it is not mandatory to provide a warranty certificate for our TOY group products.

• Can products purchased from Joker stores on marketplaces be exchanged?

  To exchange products, they must be unused, undamaged, and resellable. If the product has been opened for trial, the packaging must be intact and all accessories must be returned with the original packaging. Please bring the following documents when visiting our stores for exchanges:
  - The original sales document (e-archive invoice/delivery note) for the relevant order.
  - For gift product exchanges, the gift exchange card (products cannot be returned with the gift exchange card).