FREQUENTLY ASKED QUESTIONS

 

What is Izumi?

Izumi means abundant source of water in Japanese, and it is a brand that has grown with the energy it takes from its name.

     

Are the products on sale original?

All of the products sold on izumisport.com are original.

 

Is VAT included in the product prices?

VAT is included in the sale prices of all products sold on izumisport.com.

 

What should I do if I receive the wrong size, color or model of the product that I have ordered?

If the delivered product has a different size, model or color than you have ordered, you can contact our customer services by calling 0212 470 02 00 and change your product.

 

I just placed an order. May I change it?

If your order from izumisport.com is not yet shipped, you can always change your order by contacting the customer services via 0212 470 02 00.

May I change the delivery address for my order?

Check if your order is shipped or not. If it is not shipped yet, you can change the delivery address. To do this, you can contact the customer services by calling 0212 470 02 00.

 

The product that I wanted to order is sold out, will it be on sale again?

The sold-out products will be back on sale unless the season is over since our stocks are regularly replenished.

 

How should I clean my products?

Since Izumi products are made of sensitive technological fabrics, you should always clean your products according to the washing and drying instructions given on their labels.

 

 

Shipment / Delivery

When will I receive my order?

Domestic orders reach their recipients in 1-3 workdays. The delivery time for overseas orders depend on the country, but it is generally 1-7 workdays.

 

How can I find out if my order is shipped or not?

You can follow the status of your order from the 'Order Details' page on the website.

 

Is there anything I should watch out for when the courier delivers the product?

Yes. Products may get damaged during transportation. Therefore, before accepting the product please check for any damage, tear, wetness etc. on the package. In that case, do not accept the package and ask the courier to write a report.

 

The package has arrived, but it was returned since I was not at home. How can I get my package?

In case you were not present at the address provided, the product will be delivered to the nearest courier branch and be kept there for the next 3 days. You can visit that branch with your ID and receive your package. The products that are not received within 3 days will be sent back to Izumi Sport.

 

 

Cancellation & Return

How long will it take for my payment to be returned when I cancel my order?

When you cancel your order or return your product, your money will be returned within 7-10 workdays once we receive the product.

 

In how many days should I return my product?

You can return your product within 15 days following the delivery of the product.

 

The product that I received is faulty. What should I do?

In case you return the product within the return period of 15 days, your money will be paid back following the required procedures. In case we have the same product in our stocks, you will be informed so that you can place a new order.

 

 

Overseas Order

May I place an order from overseas?

Yes. You can place orders from overseas.

 

What is the shipping fee for overseas orders?

The shipping fee for overseas orders varies according to the country where the order has been placed. The shipping fee can be seen in the payment page appearing after entering the delivery address. The customs duty that may arise due to the customs legislation of your country will be covered by you.

 

May I return my overseas orders?

Yes, you can. When you want to return any product delivered to an overseas address, the shipping fee and the customs duty should be covered by you.

 

Within how many days can I return my overseas order?

You can return your order within 15 days following the delivery of your order.

 

 

Help 

How can I sign in to izumisport.com?

You can sign in by clicking the "Sign in" button and entering the personal and address information required for membership.

 

Will I be required to make any payment when I become a member?

No, you will not pay anything to become a member.

 

I forgot my password. What should I do?

If you have signed in to our website before, but forgot your password, you may enter your e-mail address to the "Sign in" section and click the "Forgot Password" button. An e-mail will be sent to your address so that you can create a new password. You can renew your password by following the instructions in this e-mail.

 

How can I place an order on Izumi Sport?

Click "Add to Basket" button for the product that you want to purchase on the site. Then go to your basket, select your personal information, address and payment method to place your order.

 

Is it safe to shop on Izumi Sport?

The safety of the personal information of our visitors is very important for us. izumisport.com utilizes the highest form of security precautions for the collection and storage of personal data. Your credit card information is sent to the bank as encrypted and never stored by izumisport.com.

 

Which payment methods are available on the payment page?

You can make your payment by selecting the credit card payment, debit card payment, cash payment at the door, credit card payment at the door, bank transfer or EFT option on the payment page.

 

I cannot add a product to the basket. What should I do?

First, try a different web browser. You may try Google Chrome, Microsoft Internet Explorer, Opera, Mozilla Firefox etc. If the problem continues, clean your Internet history and retry. If the problem is still not resolved, we kindly request you to report the issue to [email protected].

 

How can I cancel my membership?

To cancel your membership, send an e-mail to [email protected]..

 

An error message appears on the screen when I create an order. How can I solve this problem.

In such a case, first clean your browser history and then retry. If the problem continues, we kindly request you to report the issue to [email protected] via e-mail.

 

 

HOW CAN I TRACK MY ORDER?

You can track your order by clicking 'My Orders' tab after logging into your account by entering your e-mail address and password.

 

If the ordered products are available in our stocks, your orders will be approved immediately and prepared for shipment.

If we are out of stock for the ordered product, the supply process will be initiated. During this period, you will see "Order Received" status on 'My Orders' page. After your products are supplied, the status will change into "Being Prepared", indicating that the invoice is being issued and the product is being delivered to the courier company. When your order is prepared and delivered to the courier company, the order status will become "Shipped". After this point, you can track your shipment using your parcel tracking number. 

 

You can learn your parcel tracking number from 'My Orders' page. Moreover, this number will also be sent to your mobile phone and e-mail address. By entering your parcel tracking number to "Where is my package?" section of the courier company's website, you can find out the location, the situation and the expected delivery date of your package.