learnlingo
Get started
Phrasebook

English Phrases for Online Shopping and Returns

When you shop online, most problems are solved in writing: a chat window, an email or a contact form. These phrases help you ask about an order, follow a delivery and get a return or refund without confusion.

36 phrases · By LearnLingo Team · Updated

Tap to hear a phrase. Levels follow the CEFR scale. American English is the default; British variants are noted.

Before you order

EnglishTurkishYou might hear

Is this item in stock?

A2
Bu ürün stokta var mı?
  • Yes, it ships within two days.
  • Sorry, it's currently out of stock.

Do you ship to Turkey?

A2

"Ship" means send by post or courier, not only by boat.

Türkiye'ye gönderim yapıyor musunuz?
  • Yes, we ship internationally.
  • Unfortunately, we only ship within the US.

How long does delivery take?

A2
Teslimat ne kadar sürüyor?
  • Standard delivery takes three to five business days.

Is shipping free?

A2

UK: "Is delivery free?" or "Is postage free?"

Kargo ücretsiz mi?
  • It's free on orders over a certain amount.
  • Shipping is calculated at checkout.

What's your return policy?

B1

Check this before you buy, especially for clothes and shoes.

İade politikanız nedir?
  • You can return items within thirty days.

Does this run true to size?

B1

You will also see "runs small" and "runs large" in reviews.

Bu ürün tam kalıp mı?
  • Most customers say it runs a little small.

Do you have this in a different color?

A2

UK spelling: "colour".

Bunun başka bir rengi var mı?
  • It also comes in black and navy.

Placing an order and paying

EnglishTurkishYou might hear

I can't complete my order.

A2
Siparişimi tamamlayamıyorum.
  • What happens when you click the checkout button?

My payment didn't go through.

B1

"Go through" means to be accepted or completed.

Ödemem gerçekleşmedi.
  • Please try another card.
  • Let me check if the payment was received.

The discount code isn't working.

A2

Also: "promo code", "coupon code". UK: "voucher code".

İndirim kodu çalışmıyor.
  • That code may have expired.
  • Could you tell me the exact code you entered?

I haven't received an order confirmation.

B1
Sipariş onayı almadım.
  • Could you check your spam folder?
  • I can resend it to you.

Can I change the delivery address?

A2
Teslimat adresini değiştirebilir miyim?
  • Yes, as long as the order hasn't shipped yet.

I'd like to cancel my order.

A2
Siparişimi iptal etmek istiyorum.
  • Could I have your order number, please?
  • I'm afraid it has already been shipped.

I was charged twice for the same order.

B1
Aynı sipariş için iki kez ücret alındı.
  • I'm sorry about that. I'll look into it right away.

Tracking and delivery

EnglishTurkishYou might hear

Where is my order?

A1
Siparişim nerede?
  • Let me check. What's your order number?

My order number is 4 8 2 7 1.

A1

Read order numbers digit by digit. Say "oh" or "zero" for 0.

Sipariş numaram 4 8 2 7 1.
  • Thank you. I can see your order here.

Could you give me an update on my order?

B1
Siparişimle ilgili bilgi verebilir misiniz?
  • It's out for delivery today.
  • It's on its way and should arrive tomorrow.

The tracking number isn't working.

A2
Takip numarası çalışmıyor.
  • It can take up to a day to update.

It says delivered, but I haven't received it.

B1

Check with neighbors and your building's front desk first.

Teslim edildi yazıyor ama ben almadım.
  • Could you check with your neighbors?
  • I'll open an investigation with the courier.

My package is late.

A2

UK: "parcel" is more common than "package".

Paketim gecikti.
  • I'm sorry for the delay. Let me check where it is.

Can you leave it with a neighbor?

A2

UK spelling: "neighbour".

Komşuya bırakabilir misiniz?
  • Sure, which house number?

I missed the delivery. Can I reschedule it?

B1
Teslimatı kaçırdım. Yeni bir gün ayarlayabilir miyim?
  • Yes, you can choose a new date online.
  • You can also pick it up from the nearest pickup point.

Problems with the item

EnglishTurkishYou might hear

The item arrived damaged.

A2

Take photos of the item and the box. Support will often ask for them.

Ürün hasarlı geldi.
  • I'm so sorry. Could you send us a photo?

I received the wrong item.

A2
Yanlış ürün geldi.
  • I apologize for the mix-up. We'll send the correct one.

I received the wrong size.

A2
Yanlış beden geldi.
  • Would you like to exchange it for the right size?

Part of my order is missing.

B1
Siparişimin bir kısmı eksik.
  • Which item is missing?
  • Some items are shipped separately. Let me check.

It doesn't work.

A1

More detail helps: "It doesn't turn on" or "It stops charging."

Çalışmıyor.
  • Have you tried restarting it?
  • Could you describe the problem?

It looks different from the photos.

B1
Fotoğraflardakinden farklı görünüyor.
  • I'm sorry to hear that. You're welcome to return it.

Returns, exchanges and refunds

EnglishTurkishYou might hear

I'd like to return this for a refund.

A2
Bunu iade edip paramı geri almak istiyorum.
  • No problem. Do you have your order number?

Can I exchange it for a bigger size?

A2
Daha büyük bir bedenle değiştirebilir miyim?
  • Yes, if it's in stock. Let me check.

How do I send it back?

A2
Nasıl geri gönderirim?
  • We'll email you a return label.
  • You can drop it off at any post office.

Do I have to pay for return shipping?

B1
İade kargo ücretini ben mi ödemeliyim?
  • No, returns are free.
  • Yes, unless the item is faulty.

I've already sent it back.

A2
Zaten geri gönderdim.
  • Thanks. We'll process it once it arrives.

When will I get my refund?

A2
Param ne zaman iade edilecek?
  • Refunds usually take five to ten business days.
  • It has already been processed on our side.

I still haven't received my refund.

B1
İademi hâlâ almadım.
  • Let me check the status for you.

Can I get store credit instead?

B1

Store credit can only be spent in the same shop.

Onun yerine mağaza kredisi alabilir miyim?
  • Yes, we can add it to your account.

Sample dialogues

Live chat: a parcel marked delivered

Agent
Hi, thanks for contacting us. How can I help today?
Merhaba, bize ulaştığınız için teşekkürler. Bugün size nasıl yardımcı olabilirim?
Deniz
Hi. My order says delivered, but I haven't received it.
Merhaba. Siparişim teslim edildi görünüyor ama ben almadım.
Agent
I'm sorry to hear that. Could I have your order number?
Bunu duyduğuma üzüldüm. Sipariş numaranızı alabilir miyim?
Deniz
Sure, it's 3 0 9 1 5.
Tabii, 3 0 9 1 5.
Agent
Thanks. Have you checked with your neighbors or the front desk?
Teşekkürler. Komşularınıza ya da danışmaya sordunuz mu?
Deniz
Yes, I checked this morning. Nobody has it.
Evet, bu sabah sordum. Kimsede yok.
Agent
Okay. I'll open an investigation with the courier. It usually takes two business days.
Tamam. Kargo firmasıyla bir inceleme başlatacağım. Genellikle iki iş günü sürer.
Deniz
And if they can't find it?
Peki ya bulamazlarsa?
Agent
Then we'll send a replacement or give you a full refund.
O zaman yenisini göndereceğiz ya da tam iade yapacağız.
Deniz
Great, thanks for your help.
Harika, yardımınız için teşekkürler.

Email: returning the wrong size

Elif
Hi, I received my jacket yesterday, but it's too small.
Merhaba, ceketim dün geldi ama küçük geldi.
Support
I'm sorry about that. Would you like a refund or an exchange?
Kusura bakmayın. İade mi yoksa değişim mi istersiniz?
Elif
Can I exchange it for a medium?
Medium bedenle değiştirebilir miyim?
Support
Yes, the medium is in stock. I've emailed you a free return label.
Evet, medium beden stokta var. Size ücretsiz bir iade etiketi e-postayla gönderdim.
Elif
Thanks. Do I need the original box?
Teşekkürler. Orijinal kutusu gerekli mi?
Support
Any box is fine, but please keep the tags on.
Herhangi bir kutu olur ama lütfen etiketleri çıkarmayın.
Elif
Perfect. When will the new one ship?
Mükemmel. Yenisi ne zaman kargoya verilecek?
Support
As soon as the courier scans your return.
Kurye iadenizi okuttuğu anda.

Common mistakes Turkish speakers make

I want to give back this product.

I'd like to return this item.

"Return" is the standard word for sending something back to a shop. "Give back" is used for things you borrowed.

Where is my cargo?

Where is my package?

Turkish "kargo" means a parcel or a delivery company. In English, "cargo" is goods on a ship or plane. Use "package", "parcel" or "order".

I want my money back now.

Could I get a refund, please?

"Refund" is the normal word, and a polite request usually gets faster help from customer service.

The product came broken.

The item arrived damaged.

"Arrived damaged" is the fixed phrase stores and couriers use, so your message is understood and processed quickly.

I didn't take my order.

I haven't received my order.

Turkish "almak" can mean both take and receive. For deliveries, English uses "receive" or "get".

Quick quiz

Eight questions to check what you remember. Pick an answer to see if it is right.

  1. 1. Your parcel shows "delivered" but it isn't there. You write:

  2. 2. Money that comes back to your card after a return is a:

  3. 3. "My payment didn't go through" means:

  4. 4. In British English, a "package" is usually called a:

  5. 5. You want a different size, not your money back. You ask:

  6. 6. A shoe that "runs small":

  7. 7. Which is the most polite way to start a complaint?

  8. 8. "Out for delivery" means:

0 of 8 answered

Show all answers
  1. It says delivered, but I haven't received it.
  2. refund
  3. The payment was not completed.
  4. parcel
  5. Can I exchange it for a bigger size?
  6. is smaller than its size label suggests
  7. Hi, I'm afraid my item arrived damaged.
  8. The parcel will arrive today.

See what the B1 English course covers, or test your level first.

People also ask

What is the difference between a return, an exchange and a refund?+

A return is sending the item back. An exchange is getting a different item, such as another size, instead. A refund is getting your money back.

What should I include when I contact customer service about an order?+

Give your order number, a short description of the problem and what you want, for example a replacement or a refund. Add photos if the item is damaged.

Is "package" or "parcel" correct?+

Both are correct. "Package" is more common in American English and "parcel" in British English. Never use "cargo" for a home delivery.

How do I complain politely in writing?+

Start with a greeting, state the facts calmly, then make a clear request: "Could you please send a replacement?" Phrases like "I'm afraid" and "Could you" keep the tone polite.

Related reading

Vocabulary · A2

Shopping English Phrases

Learn useful English phrases for shopping: asking for help, sizes and fitting rooms, prices and discounts, paying, and returning or exchanging items.

6 min readCommon Mistakes · A2

How to Make Polite Requests in English

How to make polite requests in English with can, could, would and would you mind, from casual to formal, plus how to reply.

6 min readVocabulary · B1

Business Email Phrases

Learn professional English phrases for business emails: greetings, opening lines, requests, attachments, follow-ups, apologies and sign-offs.

6 min readLevels & Exams · B1

British vs American English

The main differences between British and American English in spelling, vocabulary, grammar and pronunciation, with tables, examples and advice on which to learn.

6 min read

More phrasebook topics

All phrasebook topics