Overview
This Shipping Policy describes how TrustfulHands ("we," "us," or "our"), operated by Ömer Tayyip Berber and based in Istanbul, Türkiye, prepares, ships, and delivers orders placed through www.trustfulhands.com (the "Site").
By placing an order through our Site, you acknowledge and agree to the terms set out in this Shipping Policy. This Policy should be read together with our Terms of Service and Privacy Policy.
Processing Time
All TrustfulHands pieces are handcrafted by artisans in Istanbul. Once your order is placed and payment is confirmed, your order will enter our preparation queue.
- Orders are processed within 2-3 business days (Monday through Friday, Istanbul time).
- Orders placed on weekends or public holidays will begin processing on the next business day.
- Processing time covers quality inspection, careful packaging, and dispatch preparation, and is separate from the delivery time.
- During peak seasons (Ramadan Bayram, Kurban Bayram, December holidays, Chinese New Year), processing times may extend by 1-3 additional business days. We will notify customers via an announcement banner on the Site when such delays are anticipated.
Shipping Destinations and Costs
We ship worldwide. Shipping is offered free of charge on every order, with no minimum purchase requirement. No shipping fees will be added to your order total at checkout.
Shipping costs do not include customs duties, import taxes, VAT, or any other charges imposed by the destination country. These charges, where applicable, are the sole responsibility of the recipient.
Shipping Methods and Carriers
All orders are shipped via DHL Express or FedEx International, selected based on the destination and route reliability. Both carriers provide international express service with full tracking.
Estimated Delivery Times
Estimated transit times after dispatch are as follows:
- Europe & United Kingdom3–5 business days
- North America4–7 business days
- Middle East & Africa3–6 business days
- Asia & Oceania5–7 business days
- Latin America & Other5–10 business days
Please note that these are estimates only and not guaranteed delivery dates. Total time from order to delivery includes the 2-3 business day processing period in addition to transit time.
Delivery times may be affected by:
- Customs clearance procedures in the destination country;
- Public holidays in the origin or destination country;
- Remote-area delivery locations;
- Weather conditions, transport disruptions, or other factors beyond our control;
- Incomplete or incorrect address information provided at checkout.
We are not liable for delays caused by such circumstances.
Order Tracking
Once your order has been dispatched, you will receive a confirmation email containing a tracking link. This tracking link allows you to monitor the location and status of your shipment in real time directly through the courier's website.
If you have not received tracking information within 5 business days of placing your order, please contact us at support@trustfulhands.com.
Customs, Duties, and Import Taxes
For international orders, customs duties, import taxes, VAT, and similar charges may apply depending on the destination country's regulations. These charges:
- Are not included in the product price or shipping cost;
- Are determined solely by the destination country's customs authority;
- Are the sole responsibility of the recipient;
- May be requested by the courier upon delivery or in advance.
We recommend reviewing your country's import policies before placing an order. By placing an order, you acknowledge your responsibility for any applicable customs charges and accept that we are not liable for refusal of delivery, returns, or destruction of goods resulting from non-payment of such charges.
Delivery Address and PO Boxes
Customers are responsible for providing accurate and complete shipping information at checkout, including recipient name, full address, postal code, and contact information.
We do not ship to PO Boxes, APO/FPO addresses, or any address that does not allow for courier signature on delivery. Our shipping partners (DHL Express, FedEx International) require a physical street address with a recipient available to sign for the package.
If incorrect or incomplete address information results in a failed delivery, returned shipment, or additional shipping fees, the customer will be responsible for any associated costs.
Address Changes
If you need to change your shipping address, please contact us at support@trustfulhands.com as soon as possible. Address changes can only be accommodated before the order has been dispatched.
Once your order has shipped, address changes must be requested directly through the courier and may not be possible in all cases.
Risk of Loss
Title and risk of loss for all products pass to you upon delivery of the items to the carrier. From the moment your order is handed over to DHL Express or FedEx International, the package is in the custody of the courier.
In the event of loss or damage during transit, please refer to the "Lost or Damaged Shipments" section below.
Lost or Damaged Shipments
While we take great care to package each piece securely, in the rare event that an item is lost or damaged in transit:
- Photograph the damaged item and its packaging before discarding any materials.
- Contact the courier (DHL or FedEx) to file a damage report and obtain confirmation.
- Email us at support@trustfulhands.com with the photographs and the damage report number.
- Upon verification, we will arrange a replacement or refund at no cost to you.
If tracking shows no movement for more than 5 business days beyond the expected delivery window, please contact us at support@trustfulhands.com. We will initiate an investigation with the courier. If the shipment is confirmed lost, we will arrange a replacement or full refund.
These remedies are subject to the terms of our Returns & Exchanges policy.
Refused or Unclaimed Shipments
If a shipment is refused at delivery by the recipient, or remains unclaimed and is returned to us by the courier, the customer will be responsible for:
- The original shipping cost (where applicable);
- Any return shipping fees imposed by the courier;
- Any customs or duty fees incurred during the return.
In such cases, a refund (if applicable) will be issued for the product cost only, less the above charges.
International Orders and Local Regulations
By placing an international order, you confirm that:
- You are aware of and accept the customs and import regulations of your country;
- The products you order are not restricted or prohibited from import into your country;
- You will provide accurate information and accept responsibility for any applicable duties or taxes.
We reserve the right to cancel and refund orders directed to destinations where shipping is restricted or not feasible.
Changes to This Shipping Policy
We may update this Shipping Policy from time to time to reflect operational changes, courier partnerships, or applicable legal requirements. The "Last Updated" date at the top of this Policy indicates the most recent revision. Changes will become effective when posted on the Site.
Contact Us
For any questions regarding shipping, delivery, or tracking, please contact us:
- Email: support@trustfulhands.com
- Phone: +90 (542) 816 8120
- Address: Ömer Tayyip Berber (operating as TrustfulHands), Istanbul, Türkiye
- Customer Support Hours: Monday – Saturday, 08:00 – 18:00 (Istanbul time)