Customer Service

The Sanal Mağaza Customer Service team provides assistance for order related inquires; inquiries related to reward usage and features are not supported. Reach us at :

+ 90 444 9 877

Reward Pricing

Reward pricing is subject to change without notice. In the event of an erroneously published cost, the Reward Center reserves the right to cancel and refund an order. Reward pricing is inclusive of all costs and fees (including shipping). Any additional fees levied beyond the redemption cost must be sent to the Reward Provider’s Customer Service team within ten (10) business days for investigation and a full refund.
In the Shop&Miles Catalogue, Turkish Airlines and / or Sanal Mağaza reserves the right to remove any item, exchange an existing item with an alternative one, add a new item, or change the mile / price value of any item in the catalogue, anytime.
Sanal Mağaza can not be held responsible for typographic errors ( on product names, prices, properties ) or late updates. Sanal Magaza reserves the right to cancel or edit orders in its sole discretion.


Order Returns and Cancelation

Please note that once an item has been ordered and delivered, the participant can not cancel it ( buyer’s remorse is not honored ) and no refund is possible.

In cases when a product is no longer available, Sanal Mağaza / Shop&Miles reserves the right to offer a substitute to the participant.  With participant’s approval, the substitute product is delivered.

Defective, damaged or incorrect rewards are fully returnable.

Merchant gift cards, prepaid debit cards, eBooks, and other instantaneous or cash-like rewards can not be returned or cancelled.

In other words if the gift card is lost, stolen or damaged the value of the gift card can not be replaced or reimbursed. So please look after the Giftcard carefully and treat just like cash.

Defective, Damaged or Non-working Orders

Defective, damaged, or non-working merchandise is fully returnable, provided notification is provided within ten (10) business days from the date of receipt of shipment. The Reward Provider’s Customer Service team will coordinate the return of the reward and the delivery of the replacement reward, or the issuance of a full refund.

Incorrect Order (Wrong Product Delivery)

An incorrect reward can be returned if a product other than what is ordered is delivered to the client provided that notification is made by the client in to Shop&Miles team ten (10) business days from the date of arrival of the shipment.

Reward Not Received

A reward not received must be submitted to the Reward Provider’s Customer Service team within ten (10) business days from notification of shipment. A full investigation will be performed, and an expedited delivery of a replacement reward will be arranged if proof of delivery is not confirmed.

Order Placement in 3 Hours ( TOKEN TIME )

Order Placement MUST be completed in 3 hours. Please note that you must place your order within
3 hours once you have logged on to the web site with your Member ID and Password due to security reasons.

If you remain longer than 3 hours on the web site and still try to place an order, the order shall be unsuccessful.

Please note that once your order is placed you are going to be given an order ID which will come on the page in front of you. Plus an e-mail that confirms the transaction has been completed with an order ID shall be sent to you.

Any one of those missing means that you could not place your order successfully. In that case you can send us an e-mail ( and inquire the status of your order.


All orders are delivered to the particular country that is selected upon the entrance of the

Please note that choosing a wrong country that does not match with the address information results in a failed delivery which will
NOT be refundable.


In-country sourced merchandise rewards are shipped directly from suppliers using local standard ground delivery service.
Merchandise orders are normally shipped within ten (10) to fifteen (15) business days.
Some might take longer time with regard to sourcing providers stock availabilities at the destination countries.
Please note that local public holidays are excluded in this time frame as well.

Larger items ship via common carrier. Reference the "Freight Delivery" section for complete details.
PO Box addresses should be included when submitting an order as the associated rewards will not be shipped.

FPO/APO addresses should only be provided when ordering from a designated reward offering.

Online travel confirmations, digital media codes, and merchant gift card digital codes are available upon completion of the order.
Any delivery timing differences are identified within the reward description.

Change Shipping Address

Shipping address changes are not supported. The required shipping address must be entered during the check out process.
Orders may be shipped to an address within the country associated with the reward offering. Allow additional delivery time for rural or
remote communities.

Incorrect Shipping Address Information

In the event that a supplied address is not accepted by the supplier, or if the necessary order requirements
as defined by the supplier are not provided, the Reward Provider’s Customer Service team will initiate contact to secure the correct information. If a response for the requested information is not provided within three (3) business days, the order will be cancelled.

Freight Delivery

Larger rewards, such as ovens, washing machines and refrigerators are delivered via common carrier. Orders requiring delivery by this method may require the carrier to contact the ordering member to arrange for delivery. Delivery timing may vary if the order consists of multiple rewards and delivery must be accepted as rewards become available. Upper-level and lower-level dwelling delivery availability may vary by reward. Rewards requiring freight delivery where the carrier places the reward inside your home do not include set-up, installation and removal services. Each reward must be inspected carefully before accepting delivery. Visible damage must be brought to the attention of the carrier delivery personnel and delivery may be refused if the reward is incorrect or damaged.

Please make your inquiries latest in 6 months if you think you have not received your gift. 

THY / SANALMAGAZA can not be held responsible for any inquiries that claim the order has not been delivered after 6 months from the day of order dispatchments.



We are here to help you between 09:00 – 17:00 (GMT+3) on weekdays.

+90 444 9 877

E – Mail :