FAQ
FREQUENTLY ASKED QUESTIONS
ACCOUNT
How do I create an account?
An account is automatically created during checkout using the email address provided with your order. Once your account has been created, you can log in at any time to view your order history, update your personal details and manage your preferences.
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I have forgotten my password. How can I reset it?
Please click the “Forgot your password?” link on the login page. You will receive an email containing instructions to securely reset your password.
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How can I update my personal details?
Simply log in to your account, where you can update your contact information, delivery addresses and account preferences at any time.
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Do you share my personal information with third parties?
No. We respect your privacy and will never sell your personal information to third parties. Your information is processed in accordance with our Privacy Policy and is used only for purposes relating to your order and your relationship with Merve Bayindir Millinery.
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NEWSLETTER
How do I join your mailing list?
You can subscribe to our newsletter by creating an account or by entering your email address in the newsletter subscription section of our website.
Subscribers receive occasional updates about new collections, exclusive previews, styling inspiration and special announcements.
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How do I unsubscribe?
You may unsubscribe at any time by clicking the “Unsubscribe” link at the bottom of any of our newsletters.
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APPOINTMENTS
How do I book, change or cancel an appointment?
To arrange, amend or cancel an appointment, please contact us directly.
Email: info@mervebayindir.com
We also offer virtual consultations via Zoom by appointment.
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SIZING
What size should I order?
Most of our online collection is designed as one size fits most.
For sized pieces, please measure the circumference of your head just above your ears and across the centre of your forehead. If you are unsure which size to choose, please contact us and we will be delighted to assist before you place your order.
ORDERING
How do I find a specific item?
You can search for products using the search function available on our website or browse our collections by category.
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The piece I love is no longer available. Can it be made again?
Many of our pieces are created in limited quantities and may use fabrics, trims or embellishments that are no longer available.
If a particular design is no longer available, please contact us at info@mervebayindir.com. We will be happy to advise whether the piece can be recreated or recommend a similar design.
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How will I know that my order has been received?
Once your order has been successfully placed, you will receive an automatic order confirmation by email.
Shortly afterwards, your dedicated customer representative will contact you personally with further information regarding your order, together with a copy of your invoice. Once your order has been dispatched, your representative will also provide your DHL Express tracking details and remain your point of contact should you require any assistance.
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I have not received my order confirmation.
Please check your spam or junk mail folder first.
If you still cannot locate your confirmation email, please contact us at info@mervebayindir.com and we will be happy to assist.
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Can I place an order over the telephone?
Yes. We are happy to assist you by telephone; however, for your security we do not accept payment card details over the phone.
If required, we can send you a secure payment link to complete your purchase safely. For bespoke enquiries or orders requiring detailed discussion, we recommend contacting us by email or arranging a Zoom consultation.
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PAYMENTS
What payment methods do you accept?
We accept PayPal, Shop Pay, Visa, Mastercard, American Express, Diners Club, Discover, Maestro, UnionPay, Apple Pay, Google Pay and Klarna.
The payment methods available to you may vary depending on your country, currency and device, and will be displayed automatically during checkout.
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When will I be charged?
Full payment is required at the time your order is placed.
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Do you store my credit card details?
No. Bayindir Ltd does not store your payment card details or share your financial information with third parties. All payments are processed securely through authorised payment providers using encrypted payment technology.
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I am experiencing problems completing my payment.
If you experience any difficulties during checkout, please contact us at info@mervebayindir.com and we will be happy to assist.
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Are your prices inclusive of VAT?
Customers within the United Kingdom will see prices inclusive of UK VAT.
For eligible customers outside the United Kingdom, UK VAT is automatically removed during checkout before payment is completed.
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Why am I still seeing UK VAT even though I am outside the UK?
In some cases, Shopify may temporarily display prices inclusive of UK VAT before checkout, depending on your location, browser or device settings.
However, for eligible international customers, UK VAT is automatically removed before payment is completed.
If you believe VAT has not been removed correctly, please contact us before placing your order and we will be happy to assist.
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Do your products ever go on sale?
No.
At Merve Bayindir Millinery, our collections are not discounted or placed on seasonal sale. As every piece is individually handcrafted using carefully selected materials, we maintain consistent pricing throughout the year to ensure fairness for all of our customers.
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CUSTOMS & INTERNATIONAL ORDERS
Do I have to pay customs duties and import taxes?
Orders delivered outside the United Kingdom may be subject to customs duties, import taxes, VAT, brokerage fees or other charges imposed by your local customs authority.
These charges are the responsibility of the customer and are not included in the purchase price or delivery service.
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Will I pay both UK VAT and import duties?
No.
For eligible international customers, UK VAT is removed during checkout. You are then responsible only for any customs duties, import taxes or other charges imposed by your own country’s customs authority.
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How much will customs charges cost?
Customs charges vary from country to country and are determined by your local customs authority.
Unfortunately, we are unable to calculate or predict these charges in advance.
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My parcel is being held by customs. What should I do?
We closely monitor every shipment and are happy to assist wherever possible.
If your parcel requires additional documentation from us, we will provide it promptly. However, customs clearance procedures, inspections and any applicable duties or taxes are determined solely by your local customs authority and remain outside our control.
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DELIVERY
How long will delivery take?
Most ready-to-wear pieces are dispatched on the next working day.
Once dispatched, international delivery typically takes 2–5 working days, depending on your destination.
Made-to-order items display their estimated production time on the relevant product page.
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Do you ship internationally?
Yes.
We proudly offer complimentary DHL Express tracked and signed delivery worldwide.
If your country is not available during checkout, please contact us and we will be happy to assist.
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RETURNS
Can I return my order?
Eligible ready-to-wear pieces may be returned in accordance with our Returns & Refunds Policy.
Please contact us before sending any item back.
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Can I return a made-to-order or bespoke piece?
Made-to-order, bespoke and personalised pieces are non-returnable unless faulty.
Please refer to our Returns & Refunds Policy for full details.
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How long does a refund take?
Once your returned item has been received and approved following inspection, refunds are normally processed within 5–10 working days using the original payment method.
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BESPOKE
Do you create bespoke pieces?
Yes.
We are delighted to create bespoke headwear for weddings, Royal Ascot, race meetings and other special occasions.
Please contact us to discuss your requirements or arrange a consultation.
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Do you offer virtual consultations?
Yes.
We offer consultations via Zoom for clients within the UK and internationally by appointment.
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If you cannot find the answer you are looking for, please contact us at info@mervebayindir.com. We will be delighted to assist you.