Frequently Asked Questions

FREQUENTLY ASKED QUESTIONS

I’ve forgotten my password.What should I do?
To re-set your password, follow the 'FORGOTTEN PASSWORD' instructions on the SIGN IN page. Please note, for security reasons we are unable to send your old password via email.

What are my payment options and is it safe to use my credit card online?
You can pay by all credit cards (VISA, Mastercard, American Express). Payment can also be made with credit cards of foreign banks. All payments are processed through a secure checkout system provided by Iyzico. During the payment process, the information about your credit card is encrypted using 128bit SSL, it automatically reaches the bank where the payment transactions are made and the provision is obtained. Your information is only sent to the bank and not stored by our site. If you order products from our site for international delivery, your order may be subject to import duties and taxes, which are applied when the delivery reaches the destination country. Please note that we have no control over these charges and cannot predict their amount. Payment of any such import duties and taxes is the customer’s responsibility. Please contact your local customs office for further information.

Do I need to set up an account to place an order?
It is necessary to become a member in order to make your orders easier, track your orders, to review past purchases, to make cancellation and to save your address details so you can shop even quicker next time.

Do I need to order online?
Yes, as we are an online retailer you can only order online. It is safe and secure and fast. You will also find Simi products available at selected boutiques. Please contact us for more information on sale points(retail and wholesale).

How do I place an order?
After adding the product (s) you want to buy to your cart, you will be guided by simiunderwear.com throughout the order process. You can go to the next step with the "Complete Shopping" button from the cart page, after filling in your delivery and billing address information, you can come to the "Payment Information" screen and complete your order./p>

Do you offer gift-wrapping?
If you share this request with us during the purchase process, your request will be processed. All you need to do is to send an e-mail to contact@simiunderwear.com

How do I use a discount code?
Once you've reached the Checkout stage, enter your promotional code into the 'Discount Code' box, enter the correct code and click 'Continue'. If the code is valid, your discount will be applied. Please note that only one discount code can be used in a single transaction.

Is VAT included in your prices?
All prices are VAT inclusive on our website.

Which destinations do your ship to?
We deliver worldwide.

How much does delivery cost?
Shipping costs are calculated automatically at the checkout page when both the destination and delivery service are selected.

Can I track my order?
Tracking is available on some Standard Delivery services and on all Express Delivery services. You'll receive a shipping confirmation email with a tracking number for your parcel so you can follow its journey. Once your order has arrived in your country, it will be passed on to an internal postal service, according to standard delivery procedures.

I want to return the product I bought. What should I do?
If you are not satisfied with the products you received for any reason, you can return it within 14 days and get a refund. All you need to do is to send an e-mail to contact@simiunderwear.com including the order number and indicate the reason for return. If you want to return the product after your purchased product arrives, the product price will be refunded to you and shipping costs are not refunded unless the items are faulty. If returning goods from outside of Turkey, please ensure the package is sent on a tracked service or with ‘proof of postage’. International customers are responsible for the cost of the return delivery and all returned goods remain the responsibility of the customer until they reach us. Please note that the products must be in perfect condition, including the inner labels. Your refund will be issued to the original credit card used to place the order and the refund period will depend on your bank.

What is your Return Policy and Procedure?
The invoice date must not exceed 15 days. Product labels and logos, if any, should not be removed. All returned items should be sent in their original condition and packaging where possible, including tags. It's fine to try an item on like you would in a shop, but please don't actually wear it. If an item is returned to us damaged, worn or in an unsuitable condition, we won't be able to give you a refund and we may have to send it back to you (and ask you to cover the delivery costs). All items are inspected on return. Returns of personalized products for special occasions such as New Year's Day, Valentine's Day, Mother's Day are not acceptable. Products damaged by user error cannot be returned. Swimwear, bikini and underwear that do not have a sanitary pad due to contact with the body during use cannot be returned for hygienic reasons.

Can I exchange my item?
We don’t offer exchanges on order placed outside of Turkey. If you would like a different size or color, please return your unwanted item and place another order.

How long does it take for my order to arrive?
Standard International delivery 5-14 business days depending on the region.