Customer care
Frequently asked questions
Shipping, exchanges, sizing and care. If you cannot find your answer, we are one message away.
Orders & shipping
Where do you ship?
We ship worldwide from Istanbul with DHL, and shipping is complimentary on every order.
When will my order ship?
Orders are handed to our courier within 2–7 business days. We will email you the tracking number as soon as your order ships.
How long does delivery take?
Delivery usually takes 5–10 days after dispatch, depending on the destination and customs clearance.
Will I pay customs duties or taxes?
Yes. Our prices do not include the import duties and taxes of your country. They are paid by the recipient and are usually collected by DHL before delivery. Shipments to the United States are subject to duties regardless of order value.
How can I track my order?
Use the tracking link in your shipping email, or enter your email and order number on our order tracking page.
Can I change or cancel my order?
Please contact us as soon as possible at info@selmacilek.com or on WhatsApp at +90 541 248 43 08. If your order has not shipped yet, we will do our best to help.
Exchanges
Can I return an item for a refund?
We do not offer refunds. Within 14 days of delivery, you can exchange an item for another size or style, or receive store credit for its full value.
How do I request an exchange?
Contact us at info@selmacilek.com or on WhatsApp at +90 541 248 43 08 within 14 days of delivery, with your order number. We will send you the shipping instructions and the proforma invoice for customs.
Who pays for exchange shipping?
Exchange shipping and any customs costs are paid by the customer. All exchanges are sent back with DHL.
Does store credit expire?
No. Store credit is sent as a discount code for the full value of the item and never expires.
My item arrived damaged. What should I do?
Please contact us within 14 days of delivery at info@selmacilek.com, with photos of the item, so we can resolve it.
Sizing & fit
How do I find my size?
Every product page has a size guide. Our sizes run from XS to L:
| Size | XS | S | M | L |
|---|---|---|---|---|
| Bust (cm) | 86 | 90 | 94 | 98 |
| Waist (cm) | 66 | 70 | 74 | 78 |
| Hip (cm) | 92 | 96 | 100 | 104 |
| EU / FR | 34 | 36 | 38 | 40 |
| IT | 38 | 40 | 42 | 44 |
| UK | 6 | 8 | 10 | 12 |
| US | 2 | 4 | 6 | 8 |
Pieces sized XS–S or M–L fit both sizes. Between sizes? Message us on WhatsApp and we will help you choose.
Some pieces come in XS–S or M–L. What does that mean?
These pieces are cut to fit two neighbouring sizes. Choose XS–S if you usually wear XS or S, and M–L if you usually wear M or L.
I am between sizes. Which should I choose?
Write to us on WhatsApp at +90 541 248 43 08 with your measurements, and we will be happy to help you choose.
Product & care
Where are your pieces made?
Every piece is designed and produced in Istanbul, in limited quantities.
How should I care for my piece?
Please follow the care label inside each piece. Most of our outerwear is dry clean only. You can read more about our fabrics in our fabric guide.
Will a sold-out piece come back?
Our pieces are made in limited quantities. Write to us at info@selmacilek.com, and we will let you know if your size becomes available again.
Payment
Which payment methods do you accept?
We accept Visa, Mastercard, American Express and Maestro. Payments are processed securely by iyzico.
Which currency will I be charged in?
All prices are in US dollars. Your bank may apply its own currency conversion fee.
How do I use a discount code?
Enter your code at checkout. The welcome code WELCOME_10 can be used once per customer.
Stores & contact
Can I see the collection in person?
Yes, in our Istanbul showroom in Bebek and our store in Akmerkez, and at stockists around the world. You will find addresses and opening hours on our Stockists page.
How can I contact you?
Email info@selmacilek.com, WhatsApp at +90 541 248 43 08, or call +90 212 358 38 13. We reply as soon as we can on business days.
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