HOW CAN WE HELP YOU?
Get in touch with the Zirwe Customer Support team.
Our support team is available from our headquarters in Istanbul, Monday to Friday,
from 9:00 AM to 6:00 PM (GMT+3).
Outside of these hours and on official holidays, you may also receive assistance through our boutiques or international offices.
FREQUENTLY ASKED QUESTIONS
How do I sign up for the Newsletter?
You can subscribe at the bottom of any page on our website. Just enter your email and hit “Subscribe.”
How do I unsubscribe from the Newsletter?
Each newsletter email contains an “Unsubscribe” link at the bottom. Click it to stop receiving future updates.
What taxes apply to my order?
Taxes are calculated based on your shipping address and are included during checkout.
Can I get an invoice for my order?
Yes, your invoice will be sent automatically to your email once the order is confirmed.
Where are Zirwe products made?
All garments are carefully crafted in our ateliers located in Istanbul, Turkey — with a focus on quality and craftsmanship.
How can I verify the authenticity of my purchase?
Each Zirwe product includes an authenticity label and a quality control tag. For any concerns, feel free to contact our support team with your order number.
How do I check the status of my order?
Our customer representatives will keep you informed at every step of the process via email or phone.
Can I request information about a product that is no longer available?
Yes, you can contact us to learn more about availability or alternatives.
How do I search for an item on the website?
Use the search function or browse by category to view our collection.
Where can I find technical information about individual products?
Each product page includes material details, usage, and care instructions.
Can I add products once my order is complete?
Yes, but changes must be reviewed and approved by our customer service team.
Is it safe to buy items on zirwe.com?
zirwe.com is a catalog platform. Orders and payments are handled manually with our team.
Can I track the shipment of my order?
Yes, once your order is shipped, you’ll receive a tracking code via email or WhatsApp.
How will I be informed when my order is ready for pickup?
You’ll be notified by our team as soon as the production is complete and your order is ready.
Can I pick up my order in person?
Yes, you may pick up your order directly from our atelier.
What do I need to collect my order in person?
Please bring a valid ID. If someone else is collecting, we’ll need confirmation from the original buyer via phone or email.
Will I pay additional fees at checkout?
No. All pricing and applicable costs are communicated in advance by our team.
I need to make a return. How does it work?
Returns are only possible in cases of production defects or agreement-specific terms. Please contact our customer service team for review.
How long do I have to return a product?
The return window, if applicable, is determined case-by-case and should be confirmed with our team during your order process.
Can I return two different orders in a single shipment?
Please consult with our support team before combining shipments to avoid confusion or delays.
Can I return the item using a courier other than the one that delivered the order?
Yes, but please inform us in advance and share the tracking details.
How do I check the status of my return?
Our customer service team will keep you updated throughout the process.
How long will it take to receive my refund after returning an item?
Refunds, if approved, are processed within 7–10 business days after inspection.
What payment methods are available?
Payments are processed manually after order confirmation. Our team will provide you with available payment options based on your location and preferences.
When will I be charged for my order?
You will only be charged once your order is reviewed and confirmed by our team.
My credit card was declined during the purchase. What should I do?
Since payments are not processed through the website, any issues can be resolved directly with our team during the billing process.
In which currencies can I pay?
We accept payments in Turkish Lira (TRY), US Dollar (USD), or Euro (EUR). You can choose your preferred currency during the billing process with our team.
When will I receive my order?
Production and delivery times vary depending on the product type and quantity. Our team will inform you of estimated timelines when the order is placed.
To which countries can Zirwe ship my order?
Uluslararası gönderim yapılmaktadır. Teslimat seçenekleri ve süreleri sipariş detaylarına ve ülkeye göre belirlenir.
What are the shipping costs for my order?
Kargo ücreti gönderim adresi, hacim ve taşıma şekline göre değişir. Sipariş sürecinde müşteri temsilcimiz sana detaylı bilgi verir.
Is my shipment insured?
Yes, all shipments are insured against loss or damage during transit.
Do I need to sign upon delivery?
Yes, a signature is required to confirm receipt of the order.
What should I do if the package is damaged upon receipt?
Please take photos of the damaged package immediately and contact our customer service team before opening the shipment.
