Sislimoda Return, Exchange, and Refund Policy
At Sislimoda, we are committed to ensuring our customers in the Middle East and North Africa (MENA) are fully satisfied with the authentic Turkish products they receive. Because our platform operates as a cross-border marketplace, our return policy is designed to be fair, transparent, and compliant with international e-commerce standards.
1. General Return Guidelines
1.1 Return Eligibility Window
You may return most unused and unopened items purchased through Sislimoda within 14 calendar days from the date the order was delivered to your address.
1.2 Condition of Returned Items
To be eligible for a return, the item must be:
- In the same condition that you received it.
- Unworn, unwashed, and unused (unless defective).
- Complete with all original tags, labels, and packaging attached.
- Returned with the original invoice or proof of purchase.
2. Non-Returnable and Non-Exchangeable Items
- Intimate apparel, lingerie, and swimwear (if the hygiene seal is broken).
- Hosiery and socks.
- Jewelry (earrings, studs, etc., unless defective).
- Cosmetics, perfumes, and beauty products that have been opened or used.
- Items explicitly marked as "Final Sale" or "Non-Returnable" on the product page.
3. The Cross-Border Return Process
As Sislimoda is a marketplace connecting you with Turkish suppliers, returns require specific steps:
Step 1: Request a Return Authorization
To initiate a return, you must contact Sislimoda Customer Support via info@sislimoda.com within the 14-day window, providing:
- Your Order Number.
- The name and code of the item(s) you wish to return.
- The reason for the return (e.g., wrong size, defective, change of mind).
Step 2: Shipping Instructions and Fees
Upon approval, Sislimoda will provide you with specific shipping instructions and the designated return address of the Turkish supplier.
| Return Reason | Responsibility for Return Shipping Cost |
|---|---|
| Defective/Damaged Item | Sislimoda will cover the full cost of return shipping. |
| Incorrect Item Sent | Sislimoda will cover the full cost of return shipping. |
| Change of Mind / Wrong Size (Customer Error) | The customer is responsible for all associated return shipping costs (international freight, duties, and customs fees incurred during the return shipment to Turkey). |
Note on Shipping: We strongly advise using a traceable, insured courier service (such as Aramex) for all returns. Sislimoda is not responsible for items lost or damaged during the return transit.
Step 3: Inspection and Approval
Once the returned package is received by the Turkish supplier, they will inspect the item to ensure it meets the eligibility criteria (Section 1). This inspection process typically takes 3-5 business days after arrival.
4. Refunds and Exchanges
4.1 Refund Processing
If your return is approved, the refund will be processed back to your original payment method.
- Refunds are processed in the currency used at the time of purchase. Please note that currency fluctuations may cause slight variations in the final amount credited.
- Please allow 7–14 business days after the inspection is complete for the refund to reflect in your bank or payment account.
4.2 Exchanges
Due to the complexity of international logistics and inventory management across multiple suppliers, Sislimoda does not offer direct exchanges.
If you wish to exchange an item for a different size or color, you must:
- Follow the standard Return Process (Section 3) for the original item and receive a full refund.
- Place a completely new order for the desired size/color on the website.
5. Cancellation Policy
6. Contact Information
- Email: info@sislimoda.com
- Phone/WhatsApp: +965 600 66009