Refund policy

Overview

RAAISEL Bridal is a designer-led bridal atelier in Istanbul, founded by designer Gizem Öksüz. We create wedding gowns, bridal minis, separates and accessories. Every piece is made to order in our atelier according to your own body measurements (bust, waist, hips, shoulder drop, hip drop, total height, heel height) and your personal requests. This policy explains how cancellations, returns and exchanges work under Turkish Consumer Protection Law No. 6502 and the Distance Contracts Regulation.

Right of Withdrawal

Under Article 15(1)(b) of the Turkish Distance Contracts Regulation, the right of withdrawal does not apply to goods prepared in line with the consumer's requests or personal needs. Because our pieces are produced to your personal measurements and specifications, the 14-day right of withdrawal does not apply to non-defective items. You are informed of this before purchase in the Preliminary Information Form and the Distance Sales Agreement, which you approve at checkout.

Cancellation

  • Before production starts: You may cancel your order free of charge before your measurements are confirmed by our atelier and fabric cutting begins. The full amount paid will be refunded.
  • After production starts: Once measurements are confirmed and cutting and sewing have begun, the item becomes unique to you and the order can no longer be cancelled.
  • To cancel, e-mail cagiz1805@gmail.com with your order number.

You may send us your measurements within 2 days after placing your order. Our atelier confirms the measurements with you before production; production starts only after this confirmation.

Defective, Damaged or Incorrect Items

Your statutory rights remain fully protected for made-to-order items. If your item is defective, damaged in transit, or does not match your order (model, colour, confirmed measurements, etc.):

  • Please notify us within 14 days of delivery at cagiz1805@gmail.com or +90 541 725 49 33, stating your order number and attaching photos that clearly show the issue. This period helps us resolve matters quickly and does not limit your statutory rights, including the two-year period under Article 12 of Law No. 6502.
  • The item must be unworn, unwashed and unaltered, and returned in its original packaging where possible. We will e-mail you the return method and address; shipping costs for defective items are borne by us.
  • If a defect is confirmed after inspection, you may choose, under Article 11 of Law No. 6502, free repair, replacement with a non-defective item, a price reduction proportionate to the defect, or withdrawal from the contract with a full refund.

Fit issues resulting from measurements you provided, where the item was made in accordance with those measurements, are not considered defects.

Exchanges

As our items are made to order, we cannot exchange non-defective items for a different size, model or colour. Exchanges are available only for defective, damaged or incorrect items under the conditions above.

Refunds

  • Approved refunds are issued to the same card used for payment, via iyzico.
  • Refunds are typically initiated within 14 days of the cancellation being approved, or of the returned item being inspected and the defect confirmed.
  • The time it takes for the refund to appear on your statement depends on your bank.
  • For international orders, any customs duties or import taxes paid must be reclaimed by the buyer under the rules of the destination country.

Contact

Consumers may submit complaints to the Consumer Arbitration Committees (Tüketici Hakem Heyetleri) within the monetary limits announced annually by the Turkish Ministry of Trade, and to the Consumer Courts (Tüketici Mahkemeleri) for disputes above those limits.