Frequently Asked Questions
User Account
1- Can I edit my user profile and email?
Answer:
You can edit your user profile by logging into your account with your email and password. Click on “My Profile” to access the “Edit Information” option under the “User Information” section. At the end of each email, there is an option to “Unsubscribe if you no longer wish to receive emails.” After receiving the first email, you can unsubscribe from the newsletter. To change your email, email info@soghatehgilan.com with the email you registered with. If you don’t have access to your email, unfortunately, for security reasons, there is no way to change your email as your username. You can only register again with your new email.
2- Why didn’t I receive the link to change my account password despite my request?
Answer:
Please check your spam emails. Sometimes, emails sent to Gmail accounts end up in the spam folder. Note that the password change link is sent to you, not the password itself.
3– Can I access information about my previous purchases?
Answer:
To access information about previous purchases, log in to your account and click on “My Orders” to view your purchase history.
Order Registration and Tracking
1– Is it necessary to have an account to buy from Soghateh Gilan?
Answer:
Yes, although you can add an item to your cart without logging in, you must log in to complete the purchase and place an order.
By joining Soghateh Gilan, you can:
- Make faster and easier purchases
- Manage your purchase history and activities easily
- Create and follow your wish list
- Share your reviews and opinions with others
- Stay informed about special sales and product prices
2- Can I place an order at any time of the day?
Answer:
You can place your order 24 hours a day, 7 days a week.
3- Can I buy from Soghateh Gilan for someone else, and can the order be delivered to that person?
Answer:
Yes, after selecting the desired items and adding them to your cart, the order will be completed in 4 stages: 1) Logging into Soghateh Gilan, 2) Entering order delivery information, 3) Reviewing the order, and 4) Payment information. In the order delivery information stage and the “Choose Address” section, you can enter the recipient’s delivery address and details by selecting the “Add New Address” option. Note that if you pay for the order online, the recipient must have an ID card when receiving the items.
4- Can I buy with my user account, and can the invoice be issued in the name of a legal entity or company?
Answer:
Yes, after selecting the desired items and adding them to your cart, the order will be completed in 4 stages: 1) Logging into Soghateh Gilan, 2) Entering order delivery information, 3) Reviewing the order, and 4) Payment information. In the order delivery information stage and the “Are you a legal entity?” section, by clicking on the phrase “Complete/Edit your legal information,” you will be transferred to the page to edit your user information. By selecting the option “Complete legal information for organizational purchase” and entering and registering the desired organization’s details, you can proceed with organizational purchases and receive an official invoice and value-added tax certificate.
Also, due to the systematic registration of orders, there is no possibility of issuing a new invoice or changing
its details, including changing a real invoice to a legal one. Therefore, customers need to be careful when placing an order and, if necessary, to issue a legal invoice, select the “Complete legal information” option and enter the required organization details when placing an order.
5- How can I stay informed about the status of my order?
Answer:
Soghateh Gilan will inform you about the status of your order step by step via email. You can also log into your account and click on “My Orders” to check its status.
6- Can I order items that are currently out of stock?
Answer:
No, currently, only items that are in stock and have a specified price can be ordered on the Soghateh Gilan website.
7- Can I cancel or modify my order?
Answer:
You can remove or modify your order from your cart until the final confirmation of the order by clicking the “Complete Purchase” icon. After the final confirmation and completion of the order in the payment and cart registration stage, you cannot delete or change the order. From this point on, to cancel or modify it, contact the order tracking unit.
8- Should I contact Soghateh Gilan to ensure my order is processed after placing it?
Answer:
No, after completing the purchase process and registering the order, the processing of your order will be automatically notified through email, and if necessary, Soghateh Gilan sales experts will contact you.
9- Can I place my order over the phone?
Answer: No, to expedite the processing and delivery of your order and reduce the possibility of errors in order placement, esteemed customers must place their orders online.
10- If my purchase is for someone else, will the sales invoice be sent along with the package?
Answer:
In the order delivery information stage, the phrase “Would you like the invoice to be sent with this order?” will be visible. If you don’t want the invoice to be sent with the package, you should select the “No” option. Please note that an electronic pre-invoice will be sent to you by email for information.
Items Offered on Soghateh Gilan
1-When will items that are currently out of stock be available for sale on the site?
Answer:
Sometimes, for various reasons such as lack of official and widespread supply of products in Iran, the status of some items on the website changes to “out of stock,” and it may not be possible to specify the exact time of their re-release. However, Soghateh Gilan strives to reintroduce these products on the website as soon as possible. If you intend to purchase a product with the status of “out of stock” or “coming soon,” you can use the “Notify Me” service, which is available on the product details page. This way, you will be notified via email or SMS when the product is available on the site.
2- Can a product I order be out of stock?
Answer:
Products with a “available” status on the Soghateh Gilan website are in stock and available for ordering. Therefore, when ordering these items, there is no need to check availability, and the order will be processed and delivered as quickly as possible. However, for some products, in case of high and simultaneous order quantities, stock may run out. In such cases, efforts will be made to replenish the stock quickly, but if not possible, the temporary supply of those products on the site will be suspended.
Also, in the daily flash sale promotion, some products are offered with significantly more special discounts than regular sales for a few hours. In cases where the stock of a product runs out earlier than expected due to user demand, the status of the product will change to “out of stock,” and it will not be possible to place an order.
3- Is there a limit on the quantity of a product I can purchase at Soghateh Gilan?
Answer:
Generally, there is no limit on ordering a certain quantity of a product at Soghateh Gilan. However, due to the constantly changing available stock for each product, there may be limitations on the quantity that can be ordered at certain times.
Payment
1- How can I pay for my order?
Answer:
All Soghateh Gilan users can pay for their orders online through the internet gateway using all bank cards that are members of the Shetab network on the Soghateh Gilan website. Additionally, bank transfer or card-to-card transfer to the account numbers specified on the Soghateh Gilan site is possible for all users. If the delivery address of the order is in one of the cities covered by Soghateh Gilan’s express delivery, customers can pay the cost in cash or through the mobile card reader upon delivery.
For more information, you can refer to the payment methods page.
2- Which banks can I use to make online payments with a card?
Answer:
You can make online payments on the Soghateh Gilan website using all bank cards that are members of the Shetab network.
3- Does cash payment on delivery have conditions and limitations?
Answer:
Yes, when the quantity and amount of the order exceed a certain limit, cash payment on delivery is not possible. This limitation will be communicated to the customer in a phone call from Soghateh Gilan’s customer service center.
4- What if the online payment is unsuccessful, but the amount has been deducted from my account?
Answer:
Sometimes, the bank network may be interrupted during payment, resulting in an unsuccessful transaction. However, there is no need to worry in such cases. In this situation, your money is usually held in the intermediary accounts of the bank, and the bank automatically resolves discrepancies and refunds the amount to your account. If the money does not return to your account within 72 hours, then contact the relevant bank for resolution.
5- Can I pay for my order in installments?
Answer: Currently, this option is not available.
6- Can I give a check for my order payment?
Answer: No, Soghateh Gilan does not accept any bank checks to prevent potential issues
.
7- Is online payment for order amount on the Soghateh Gilan site secure?
Answer:
Online payment is designed to be secure and convenient. However, for any online payment on Soghateh Gilan, please observe the following points for the security of your payment:
– Make sure the secure https protocol is used in the browser’s address bar instead of http. In other words, https should be at the beginning of the address.
– Before entering information, ensure the presence of a gold lock icon in the upper right corner of the web browser. If you do not see this lock, refrain from entering your card information.
– Always use the virtual keyboard available when entering your card information.
Order Delivery
1- How is the delivery cost of the order calculated?
Answer:
The delivery cost varies depending on the order conditions, delivery location, and type of delivery, and customers are informed in the shopping cart form.
2- Why, even though I selected Soghateh Gilan express delivery, is my order subject to charges?
Answer:
Currently, free express delivery from Soghateh Gilan only applies to orders with a delivery address in Tehran and with a value of more than one hundred thousand tomans.
3- Can I receive my order at a specific day and time, even if I choose Soghateh Gilan express delivery?
Answer:
The arrival time of deliveries outside Tehran, after being handed over to the post, varies from 24 to 72 hours based on the geographical area. Therefore, the day of the order’s arrival is determined according to the postal services, but the exact time cannot be specified. Regarding express delivery, you can specify a suitable time range to receive your order when entering the delivery address and conditions during the order placement. Soghateh Gilan makes every effort to deliver the requested time approximately. However, due to various issues such as scheduling shipments with Bakala and traffic problems, it is not possible for Soghateh Gilan to commit to a specific time for delivering the product.
4- How long does it take for my order to arrive after I place it?
Answer:
The time it takes for an order to reach the customer varies based on factors such as the delivery location and method. For more information, you can refer to the delivery methods page.
5- Can I pick up a product I ordered in person at Soghateh Gilan?
Translation:
Answer:
Since Soghateh Gilan is an online store and one of its goals is to reduce unnecessary intra-city trips, in-person delivery of orders at the product location is not possible.
6- In which areas is express delivery in Tehran possible?
Answer:
Currently, only orders within the following areas in Tehran are eligible for delivery by Soghateh Gilan distribution agents, and other areas are sent via regular mail:
From the east: Up to Azadi Square (after Azadi Square, if the address is not on the Damavand Street route, such as addresses towards Hakimiyeh and Hakimiyeh itself, delivery is possible with a courier)
From the west: Hemmat Highway (Region 22) to Bagheri Town, Azad Shahr, and Peykan Shahr to kilometer 14 of Karaj Special Road and the old Karaj Road
From the south: Up to Azadegan Highway, except for Shahr-e Rey and Dolat Abad, from Khavaran to Moshiriyeh Town (Moshiriyeh Town itself is feasible). Areas of Behesht Zahra Road, Bagheri Shahr, Vavan, Refinery, Power Plant, Qiamdasht, Abbasabad Industrial Town are not covered by Express Delivery of Soghateh Gilan.
7- When will orders be delivered to the post office?
Answer:
All orders, after going through processing stages, are delivered daily to the postal unit located at the Soghateh Gilan order processing location.
8- Can I track an order sent by regular mail?
Answer:
Yes, you can track an order sent by regular mail by entering the 10 or 20-digit express shipment number at the following address:
Warranty
1- How is the warranty period calculated if some time has passed since the warranty date of the purchased item?
Answer:
According to the agreement between Soghateh Gilan and suppliers, the start date of the warranty for most items is calculated based on the sales invoice date from Soghateh Gilan, and the date listed on the warranty sheet alone is not the criterion for the warranty validity. Therefore, if you receive an item whose warranty start date has passed, there is no need to worry, and you can use the item’s warranty services by providing your sales invoice. However, for further assurance, contact Soghateh Gilan’s after-sales services.
After-sales Services
1- Are all products, including the 7-day replacement warranty, covered?
Answer:
For all products purchased through the website, Soghateh Gilan allows a 7-day period for returning the item. The condition for using this opportunity is the absence of any physical damage to the item or its packaging. The photos of the products are for information and assistance in customer purchase, and differences in some details from the actual product may not be used as grounds for complaint. The criterion for any discrepancies is the technical specifications listed on the website.
2- What should I do if the item sent differs from what I ordered or what I saw on the site?
Answer:
Contact after-sales services (via phone or messaging through the contact us page) for more information on how to handle such situations.
3- What should I do if the purchased item has technical issues or is damaged?
Answer:
Contact after-sales services (via phone or messaging through the contact us page) for more information on how to handle such situations.
Amazing Offer
1- When do products go on special or amazing offer sales? Can I be informed in advance?
Answer: The possibility of a product being included in special or amazing offer sales is assessed by Soghateh Gilan experts, considering various factors. Due to the time constraints of offering as an amazing offer, it is not possible to announce it in advance. However, Soghateh Gilan users can choose the “Notify Me” option on the product details page to be informed via email or SMS when a product is included in these offers.
2- Can I order an item that was previously offered in the amazing offer and is no longer available under those conditions at the same price?
Answer:
The amazing offer has a framework that does not allow orders outside of it. Accordingly, you only have a short period to place your order at the amazing offer price, and after that, prices will return to their original state.
3- Can I purchase multiple units of an item offered in the amazing offer?
Answer:
Due to the fact that the amazing offer is a purchase incentive plan, Soghateh Gilan does not commit to orders for multiple quantities, and if the possibility of selling more than one item exists, necessary coordination with the customer will be made.
4- If immediately after placing an order and before receiving it, the item is offered as an amazing offer at a lower price, what price will be calculated for me?
Answer:
Before the order is invoiced, changes to the order based on the amazing offer price are possible, but after that, the order cannot be modified in any way.
Kala Bon (loyalty points)
1- How can I find out about my received and used Kala Bon records?
Answer:
To inquire about your Kala Bon records, you must log in to your user account by entering your email and password, then click on the “Kala Bon” option to be redirected to a page displaying your Kala Bon information, including registration date, transactions, expiration date, initial credit, consumed credit, balance, and status. For more details, refer to the Kala Bon page.
2- Why has my Kala Bon become void?
Answer:
Currently, Kala Bons have a one-month usage period and become void after this period. For more details, visit the Kala Bon page.
3- Why can’t I use all my Kala Bons for a purchase?
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Answer:
The amount of Kala Bon used is automatically calculated by the system based on the purchased item. For more details, visit the Kala Bon page.
4- Why haven’t my Kala Bons been added after the purchase?
Answer:
Some items may not qualify for Kala Bons, or your order may not have been processed yet (Kala Bons for purchased items become active after order processing).For more details, visit the Kala Bon page. Additionally, as the amazing offer is an incentive plan, Kala Bons are not applicable to items purchased under this offer.
5- I added an item to my cart, but even though I decided not to purchase it, the Kala Bon has returned to its initial state.
Answer:
You probably haven’t emptied your cart. As long as the item is in your cart, the Kala Bon won’t be credited back to your account.
Price
1- Are the prices of products on the Soghateh Gilan website up-to-date?
Answer:
Yes, Soghateh Gilan regularly controls and updates the prices of products offered on its website.
2- Will there be different prices for loyal customers, bulk purchases, or organizational purchases?
Answer:
Currently, discount calculation for all customers is only possible based on the Kala Bon system. By making continuous purchases, you can benefit from the maximum possible discounts for yourself and your organization.
3- Are Soghateh Gilan prices cheaper than the market?
Answer:
The pricing policy at Soghateh Gilan is based on customer-oriented principles and respect for consumer rights. Generally, prices at Soghateh Gilan are competitive and suitable, making shopping from Soghateh Gilan cost-effective for customers. The prices offered for products at Soghateh Gilan are retail prices, often approved by the manufacturer or official distributor, and prices for other items are determined based on the model, specifications, and similar products in the market. The pricing policy at Soghateh Gilan is fair, and prices are the same and transparent for every customer across the country. By considering the possibility of using incentive plans and special discounts, such as “Kala Bon” and “Amazing Offer,” and other value-added services, prices at Soghateh Gilan are more reasonable than ever.
Soghateh Gilan Operations
1- Does Soghateh Gilan have branches or representatives in Tehran or other cities?
Answer:
Soghateh Gilan does not have sales representatives or after-sales service points anywhere in the country. All services, financial transactions, and sales services provided by Soghateh Gilan are processed through the central office in Tehran, the address of which is mentioned on the website. If you observe any violations of this, please report them for legal action via email to info@test.com to Soghateh Gilan. Please note that currently, in cities covered by express delivery, Soghateh Gilan only provides order delivery services through its distribution centers, and to make a purchase, you must visit the Soghateh Gilan website and place your order.
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