Frequently Asked Questions

We accept credit cards, debit cards, and bank transfers. All payments are secured through Iyzico.

You may request a cancellation before your order is dispatched. Email us at sansar.satis@hotmail.com or reach us via WhatsApp.

No account needed: use the "Track Your Order" link at the bottom of the page with your order number and email address to see your order status and tracking number. Members can also check Account > My Orders. When your order ships, the tracking details are also sent to you by email.

Yes, an e-invoice is issued for every order. You can enter your billing details during checkout.

Orders are dispatched within 2–5 business days. Delivery typically takes 1–3 business days after dispatch.

Shipping is free above a certain order value. Check your cart page for the current threshold.

Yes, we ship to Europe, North America, and many other regions. For international orders, contact us at sansar.satis@hotmail.com.

Use your tracking number to check the latest status on the carrier's website. If issues persist, get in touch with us.

It depends on your order type. For in-stock items shipped within Turkey, you may return them within 14 days of delivery, even if there is nothing wrong with the item. Returns are not accepted for in-stock items shipped internationally or for made-to-order items — an exchange is available instead.

Due to international customs and logistical constraints, we are unable to process returns on international orders. Instead, we offer an exchange for size or product issues, with shipping costs covered by the customer.

No — made-to-order items are produced specifically to your measurements and preferences, so they are not eligible for return. If there is an issue with the size or the item, an exchange is available, with shipping costs covered by the customer.

Email sansar.satis@hotmail.com with your order number. Our team will guide you through the process that applies to your situation, including shipping details if needed.

Yes, subject to availability, size exchanges are available for domestic, international, and made-to-order items alike. For international and made-to-order items, the shipping cost is covered by the customer.

For domestic in-stock returns, refunds are processed within 5–7 business days after the returned item is received and inspected.

Yes, each product page includes a detailed size guide. Sizes range from XS to XL.

Our garments are crafted from high-quality alpaca, merino wool, and other natural fibres. Material details are listed on each product page.

Care instructions are on each product page. Generally, we recommend dry cleaning or a gentle cold-water wash.

Use the Notify Me When Back in Stock button on the product page. We'll email you as soon as it's available again.

Yes, we work with select stores and boutiques. Apply via the form on our /wholesale page.

The MOQ is communicated after your application is reviewed. We generally work with size-run orders.

Once your application is approved, you'll gain access to our exclusive price list through your account.