FAQ

Every Pamuka piece is designed and carefully made in our own workshop in Türkiye by our all-women team. Keeping design and production under one roof allows us to closely oversee quality, craftsmanship and every detail of the production process.

Preparation times vary depending on the product. Most orders are prepared within 1–3 or 3–5 business days, depending on the product category and customization options. The estimated preparation time for each item is shown on the relevant product page.

If you need to make a change or cancel your order, please contact us as soon as possible. For standard products, we will do our best to accommodate changes or cancellations before the order has been processed for shipment. Personalized and custom-made orders may only be cancelled within 24 hours of placing the order, provided production has not yet started. Once production has begun, personalized or custom-made orders cannot be changed or cancelled.

Yes. Many Pamuka designs can be made in custom sizes. Availability depends on the product, so please check the relevant product page or contact our Customer Care team before placing your order. Please note that products made to your specific measurements are considered custom-made and cannot be returned or exchanged for change of mind. This does not affect your rights if an item arrives damaged, defective or incorrect.

Yes. Pamuka ships to customers around the world from our workshop in Türkiye. Once your order has been dispatched, you will receive a shipping confirmation email with tracking information so you can follow your parcel throughout its journey.

Shipping is currently included in the product price for orders delivered to the United States, United Kingdom, European Union and Canada. For Australia, non-EU European countries, the United Arab Emirates, Saudi Arabia and other destinations, shipping charges are calculated separately and will be displayed during checkout.

Preparation time and shipping time are separate. Depending on the product, your order will generally be prepared within 1–3 or 3–5 business days, as indicated on the individual product page. Once dispatched, delivery times vary depending on the destination. You will receive tracking information as soon as your order is on its way. International shipments may occasionally experience delays due to customs procedures, local authorities or circumstances beyond our control.

As soon as your order has been dispatched, we will send you a shipping confirmation email containing your tracking number and a link to follow your shipment.

Please contact us as soon as possible. If your order has not yet been processed or dispatched, we will do our best to update your delivery address. Once the parcel has been handed over to the courier, we may no longer be able to make changes.

If your shipment is confirmed as lost in transit, please contact our Customer Care team. We will work with the carrier to investigate the shipment and, once the loss has been confirmed, arrange a replacement shipment for you at no additional cost.

For orders delivered to the United States, applicable import duties are included and handled by Pamuka, so you should not be required to pay additional import duties upon delivery. For all other international destinations, customs duties, import taxes and other local charges may apply depending on the destination country's regulations. Unless otherwise stated at checkout, these charges are not included in the product price and are the responsibility of the customer. We recommend checking your country's import regulations before placing an order.

We hope you love your Pamuka piece. If you change your mind about a standard, non-personalized product, you may request a return within 14 days of receiving your order. Returned products must be in their original condition and must not show signs of use beyond what is reasonably necessary to inspect the item. To request a return, please contact our Customer Care team before sending your parcel back. This policy does not affect your statutory consumer rights.

Because personalized products and items made to your specific measurements are created especially for you, they cannot be returned or exchanged for change of mind. This does not affect your rights if an item arrives damaged, defective or different from what you ordered.

We do not currently offer free returns for change-of-mind purchases. Customers are responsible for the direct cost of returning standard, non-personalized products. We recommend using a tracked shipping service and keeping proof of postage until your return has been completed. If your item is damaged, defective or incorrect, please contact us before returning it. In these circumstances, Pamuka will arrange the appropriate solution at no additional cost to you.

Once your return has been received and inspected, we will process your refund to your original payment method. Refunds will be processed in accordance with applicable consumer law. Depending on your bank or payment provider, it may take additional time for the refund to appear in your account.

We're sorry your order didn't arrive as expected. Please contact our Customer Care team as soon as possible and provide your order number together with clear photographs of the item and, where relevant, its packaging. Once we have reviewed the issue, we will arrange a replacement at no additional cost to you. Your statutory consumer rights are not affected.

Please refer to the sizing and measurement information provided on each product page before placing your order. If you are unsure which size is right for you, please contact our Customer Care team. We will be happy to help you choose the most suitable option before your order is placed.

We make every effort to represent our colors as accurately as possible. However, slight variations may occur due to screen settings, lighting conditions and the natural characteristics of fabrics. For this reason, the color displayed on your screen may vary slightly from the actual product.

Care instructions vary according to the fabric and product type. Please refer to the care information provided on the individual product page and follow the instructions attached to your product.

Our Customer Care team will be happy to assist you with your order, product questions, sizing or customization requests. You can reach us at info@pamuka.co or by phone at +90 532 435 1113 during our business hours. You can also contact us through our Contact Us page.

Thank you for your interest in Pamuka. If you would like to become an authorized Pamuka retailer or discuss a wholesale partnership, please contact us at info@pamuka.co. Our team will review your application and contact you if we believe Pamuka would be a good fit for your store.