Faq

How can I shop from elafistanbul.com?

1-Choose your product type (kimono, night-beach, limited edition etc.).
2-Add the product of your choice to the shopping cart. Then continue shopping, or complete the order.
3-You can continue the ordering process as a member or as a guest.
4-Choose your delivery method.
5-Choose your payment method.
6-Confirm the order.
7-After checking your billing and payment information, an e-mail will be sent to you confirming your order.
Your product will be delivered to your address by the delivery method you choose and within the time specified.

How can I return the product?

Before sending the products you want to return to us, you must notify us of your return request via e-mail. The confirmation information of the return request will be sent to you via e-mail.

When notified, you can send the product. You must return the products you want to return with their original box, packaging, and all standard accessories.

It must be delivered to us within 15 working days from the delivery date. For products that have been used, have lost their originality and do not have a label on them.

Absolutely no refunds are made. Shipping fee belongs to us. However, if you return your product with another cargo company other than Yurtiçi Kargo,

paid shipments will not be accepted.

For orders placed from countries other than Turkey, your right to return and exchange (due to customs clearance and shipping costs) is not accepted.

We work with our own sewing team. Therefore, we kindly ask you to send us your body measurements after placing your order. In this way, products can be prepared with special sewing for you without experiencing any size and mold problems.

Please contact us; elaf@elafistanbul.com.tr
+90 533 608 75 20

*For return conditions, please visit our Returns & Exchanges page.

How can I exchange a product?

If you want to replace the product you have purchased with another size or color of the same model; Before making the shipment, you must notify your request for exchange via e-mail. When your change request is approved via e-mail, you can send the product to us free of charge by specifying the size or color you want to change in the return & exchange form. The products you want to change must be delivered to us within 15 working days from the date of delivery, complete with the original box, packaging, label, all standard accessories and invoice. Shipping costs belong to us.

For orders placed from countries other than Turkey, your right to return and exchange (due to customs clearance and shipping costs) is not accepted.
We work with our own sewing team. Therefore, we kindly ask you to send us your body measurements after placing your order. In this way, products can be prepared with special sewing for you without experiencing any size and mold problems.

Please contact us; elaf@elafistanbul.com.tr
+90 533 608 75 20

*For exchange conditions, please visit our Returns & Exchanges page.

What payment methods can I use?

You can pay by wire transfer or VISA and MasterCard credit cards. We offer installment payment for credit cards with the Iyzico payment platform. Account information for wire transfer:

Akbank Pendik Branch – Branch Code 0162 – Account Number 0298199 – IBAN TR47 0004 6001 6288 8000 2981 99 Account Name: ELAF

Is it safe to use my credit card on the website?

Yes, you can safely use your credit card. The Iyzico system, which has PCI DSS secured card storage, offers an easy and secure payment platform. It has Level 1 certification, the highest level security certification of PCI Service Provider. As an e-commerce site connected to the Iyzico system, www.elafistanbul.com automatically has this certificate.

Are out-of-stock products replenished?

Stock replenishment can be made for out-of-stock products. If the product is added to your favourites, you will be informed by e-mail when the stock is renewed.

Can I track my order?

1. You will receive an e-mail confirming your order a few minutes after completing your order. If you do not receive an e-mail, please contact us.

2. When the shipment is completed, you will be sent an e-mail with your order summary and a tracking number.

What if I am not at the address at the time of delivery?

If you are not at the address, your cargo will be marked as “undelivered” and returned. It will be delivered to your address again the next business day. You can contact the cargo company and get preliminary information about the time they will arrive, and you can ensure that your package is delivered at a convenient time for you. If you are not at the address when you come for the second time, it will be returned to our office address.

What should I pay attention to during delivery?

When receiving your order, you should definitely check if your cargo package is damaged (torn, crushed, wet, etc.). In case of damage detection, if the damage caused damage to the product or if the product on the invoice does not match the content due to the damage, you should not take delivery of the cargo and keep a report to the cargo officer.

Since the report states that the damage is not caused by you, it will facilitate your exchange or return process. As a result of the report, the new product will be sent to your address as soon as possible.

Missing or damaged product notifications made after receiving the cargo are subject to review since there is no report. The review may be accepted or rejected depending on the outcome.

What should I do if the product is missing from the cargo?

You can reach us at elaf@elafistanbul.com email address.