Frequently Asked Questions
Order
How can I place an order? Choose the product you like, select your size and color preference, add it to your cart, and complete the payment steps. You can also place an order without registering.
How can I track my order? After your order has been shipped, you will receive your DHL tracking number via email. You can track your order through DHL's website or app.
Can I cancel my order? You can cancel your order before it is shipped. To do this, simply write to iletisim@merocelli.com as soon as possible.
I made a mistake in my order, can I correct it? We can change the address, size, or product before it is shipped. Please contact us immediately.
Payment
Which payment methods do you accept? You can pay by credit card, debit card, and wire transfer/EFT. All payments are processed through a secure infrastructure.
Is an installment option available? Yes, installment options are offered through our contracted banks. Installment options are displayed during the payment step.
Is payment secure? Yes. All payments are encrypted with an SSL certificate and processed securely. Your card details are not stored by us.
Shipping and Delivery
How much is the shipping fee? For orders under 3,000₺, a shipping fee of 120₺ applies. For orders of 3,000₺ and above, shipping is free.
When will my order be delivered? Orders placed before 14:00 are shipped on the same day. It typically reaches your address within 3 business days.
Do you ship internationally? Currently, we only ship within Turkey. International shipping options will be available soon.
Size and Product
Where can I find the size chart? A size chart is available on each product page. You can also find general measurement information on our Size Guide page.
Are the product colors as they appear in the photo? Product photos are taken to reflect the true colors as accurately as possible. However, slight color differences may occur depending on screen settings.
When will out-of-stock products be available? Stock availability varies by product. You can subscribe to our newsletter to stay updated and not miss new arrivals.
How should I care for the products? Care instructions are specified on the label of each product. You can also find detailed information on our Care Tips page.
Returns and Exchanges
Can I return a product? Returns are accepted within 14 days from the delivery date, provided the product is unused and has its tags attached.
Can I make an exchange? Yes, you can exchange for a different size or color. The process will be completed based on stock availability.
How does the return process work? Notify us of your return request at iletisim@merocelli.com. We will explain the return address and process in detail.
Who is responsible for the return shipping fee? In cases of product defects or incorrect shipments, the shipping fee is covered by us. In other cases, the return shipping fee is the responsibility of the customer.
Contact
How can I reach you? You can send an email to iletisim@merocelli.com or message us via our Instagram account. We will get back to you as soon as possible.
What are your working hours? We are available from 09:00 to 18:00 on weekdays.