Delivery & Returns
DELIVERY
All orders are shipped via DHL Express, with complimentary signed and tracked worldwide delivery provided by Merve Bayindir Millinery.
Once your order has been dispatched, you will receive your DHL tracking details from your dedicated customer representative, together with email notifications from DHL allowing you to manage your delivery, reschedule your parcel or choose an alternative delivery option where available.
As orders are delivered by courier, your delivery address does not need to match your billing address.
Should you have any special delivery requirements or wish to discuss collection from our London atelier, please contact us at info@mervebayindir.com before placing your order.
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DELIVERY TIMES
Most ready-to-wear pieces are available from stock and are dispatched on the next working day.
Made-to-order pieces are individually handcrafted and their estimated production time is shown on each product page.
Once dispatched, international delivery typically takes 2–5 working days, depending on the destination.
While every effort is made to ensure prompt delivery, customs inspections and local import procedures may occasionally cause delays that are beyond our control.
We proudly ship worldwide. If your destination is not available during checkout, please contact us and we will be happy to assist.
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CUSTOMS DUTIES & IMPORT TAXES
Orders shipped outside the United Kingdom may be subject to customs duties, import taxes, VAT, brokerage fees or other charges imposed in connection with importation into the destination country.
These charges are determined by the relevant customs authorities and are not included in the purchase price or our complimentary delivery service.
By placing an international order, customers acknowledge and accept responsibility for any import duties, taxes and customs-related charges applicable to their shipment.
Payment of any applicable import charges is the responsibility of the customer.
If you receive an unexpected customs request or have concerns regarding the charges associated with your delivery, we strongly encourage you to contact your dedicated customer representative before refusing the shipment. We will be happy to assist where possible and help clarify the available options with DHL Express.
For more detailed information, please refer to our International Orders page.
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REFUSED DELIVERIES & RETURN-TO-SENDER
Refusing delivery or declining to pay applicable customs duties, import taxes or other destination-country charges does not automatically cancel an order.
Where an international shipment is refused by the recipient, cannot be delivered because applicable import charges have not been paid, or is otherwise returned to us by the carrier, additional costs may be incurred.
Depending on the circumstances, these may include return transportation, carrier charges, customs-related charges, duties or taxes that remain payable, storage, handling, brokerage or administrative fees.
Any such charges are determined by the carrier and/or relevant customs authorities and are outside the control of Merve Bayindir Millinery.
If a shipment is returned to us in these circumstances, any eligible refund will be processed only once the parcel has safely arrived at our London atelier and the pieces have been inspected in accordance with our Returns & Refunds Policy.
Any costs incurred by Bayindir Ltd as a direct result of the refusal or return may be deducted from the refund due.
Where possible, we will provide details of these charges once they have been confirmed by the carrier.
If you are considering refusing a shipment, we strongly recommend contacting us first so that your dedicated customer representative can assist you before any action is taken.
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CANCELLING A READY-TO-SHIP ORDER
If you wish to cancel a Ready-to-Ship order, please contact us as soon as possible after placing your order.
While our standard dispatch timeframe is the next working day, Ready-to-Ship pieces are occasionally prepared and handed over to DHL Express on the same day, allowing their journey to begin the following morning.
The quickest way to request a cancellation is to email us immediately or, once your personal customer representative has contacted you regarding your order, simply reply directly to their email.
We will always do our best to accommodate a cancellation request provided your order has not yet been dispatched.
Once your parcel has been handed over to DHL Express and entered the shipping process, we are unfortunately unable to cancel the shipment.
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RETURNS & REFUNDS
Every Merve Bayindir piece is individually handcrafted in our London atelier with exceptional attention to detail.
If, however, you wish to return your purchase, please contact us within 14 days of receiving your order before sending the item back.
Returns are accepted for eligible ready-to-wear items provided they are:
- unworn and unused;
- in their original condition;
- returned with all original packaging, tags and protective materials;
- free from perfume, makeup, hairspray or any other signs of wear.
All returned items are carefully inspected before a refund is approved.
Refunds will be processed using the original payment method within 5–10 working days after the returned item has been received and successfully passed inspection.
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RETURN SHIPPING
Unless an item is faulty or supplied in error, customers are responsible for arranging and paying for return shipping.
As our headwear is delicate and handcrafted, we strongly recommend returning your order using a fully tracked and insured courier service such as DHL Express, UPS, FedEx or Royal Mail Special Delivery.
The customer remains responsible for the item until it has been safely received by us.
Items that are lost, damaged or arrive in unsuitable condition during return transit cannot be refunded.
Please ensure all previous shipping labels are removed before dispatching your return.
If you require assistance with your return, our team will be happy to provide guidance and answer any questions. However, customers remain responsible for arranging and paying for the return shipment.
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INTERNATIONAL RETURNS
Customers who choose to return an order from outside the United Kingdom are responsible for arranging the return and for all costs associated with it, including:
- return shipping: customs duties or import taxes arising in connection with the return, where applicable;
- brokerage fees; any customs, carrier or administrative charges incurred during the return process.
These costs are not reimbursed by Merve Bayindir Millinery.
Customers are responsible for ensuring returned parcels are correctly declared to customs. Where applicable, parcels should be clearly marked as “Returned Goods” to help minimise unnecessary customs charges and delays.
Please note that a customer-arranged international return after delivery is different from a shipment that is refused before delivery and returned to sender by the carrier. Refused shipments are handled in accordance with the Refused Deliveries & Return-to-Sender section above.
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NON-RETURNABLE ITEMS
The following items are non-returnable and non-refundable unless faulty:
- bespoke commissions;
- custom-made pieces;
- personalised orders;
- made-to-order pieces created specifically for a customer;
- gift cards (if applicable).
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FAULTY OR INCORRECT ITEMS
Each piece undergoes a final quality inspection before we carefully pack it for dispatch. However, if you believe your item has arrived damaged or faulty, or you have received an incorrect product, please contact us within 48 hours of delivery.
Where a fault or error is confirmed, we will arrange an appropriate resolution, which may include repair, replacement or a refund, in accordance with your statutory consumer rights.
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PLEASE NOTE
- This policy applies to purchases made through www.mervebayindir.com.
- Please contact us before returning any item.
- Returns that do not meet the conditions outlined in this policy may be refused and returned to the customer.
- This policy does not affect your statutory consumer rights.