Frequently Asked Questions

Ordering & Payment

How do I place an order?

Explore our collections, select your preferred piece, size, and color, and add it to your shopping bag. You can then follow the instructions at checkout to complete your order.

Can I change my order after placing it?

Should you wish to amend your order, please contact info@normaillot.com as soon as possible, including your order number and the requested changes. Our team will be happy to assist where the order status allows; amendments may no longer be possible once preparation or dispatch has begun.

Can I cancel my order?

If you would like to cancel an order, please contact info@normaillot.com with your order number at your earliest convenience. Requests are reviewed in accordance with the order status and any applicable statutory consumer rights.

Can I change my delivery address?

If you need to update your delivery address, please email your order number and the correct address to info@normaillot.com as soon as possible. Changes may not be possible after dispatch.

Which payment methods do you accept?

The payment methods available for your order are displayed at checkout. You may select your preferred option when completing your purchase.

How do I use a discount code?

If you have a valid promotional code, please enter it in the designated field at checkout. Codes may be subject to specific dates, product exclusions, or other promotional conditions.

Why is my discount code not working?

Please check that your code has been entered correctly and that your order meets the stated promotional conditions. Should the issue continue, our Customer Care team will be pleased to assist at info@normaillot.com.

What if my payment fails?

We kindly recommend checking your payment details and trying again. If the issue persists, please contact your bank or select another available payment method. You may also reach our Customer Care team for assistance.

Shipping & Delivery

Where do orders ship from?

All Normaillot orders are prepared and dispatched from Istanbul, Türkiye.

Which destinations do you ship to?

We offer international shipping from Türkiye to eligible destinations worldwide. Available services are subject to your delivery address and any applicable shipping restrictions.

Do you ship internationally?

Yes. Normaillot ships internationally through trusted shipping partners, including PTS and FedEx. Delivery options are subject to destination and carrier availability.

When will my order be dispatched?

Orders are generally prepared and dispatched within 1–5 business days following payment confirmation. Processing times may vary during public holidays, busy periods, or for pieces produced after an order is placed.

How much does shipping cost?

Shipping charges and available delivery services are displayed at checkout for your destination. Under our DAP shipping terms, any applicable import duties or taxes are separate unless explicitly stated otherwise.

How long does delivery take?

Delivery times vary according to your destination, carrier operations, and, where applicable, customs clearance. Tracking information will allow you to follow your shipment after dispatch.

How can I track my order?

Once your order has been dispatched, tracking information is sent to the email address provided at checkout. You can use this information to follow the status of your delivery.

Will I have to pay import duties?

International orders are shipped under DAP (Delivered at Place) terms. Any import duties, taxes, and applicable customs clearance fees imposed by the destination country are the recipient’s responsibility unless expressly stated otherwise.

What if my order is delayed, lost or damaged?

We kindly suggest checking the latest tracking updates first. If your order remains delayed, appears lost, or arrives damaged, please contact info@normaillot.com with your order number. For damage-related inquiries, photographs of the item and packaging will help our team review your case.

Returns, Exchanges & Refunds

Can I return an item?

Return eligibility may vary according to the product category, the way the purchase was made, the condition of the item, and applicable consumer legislation. Please refer to our Returns & Exchanges Policy for further information.

How do I request a return?

To request a return, please email info@normaillot.com with your order number and the relevant item details. Our team will provide the appropriate return instructions. This process does not restrict any statutory right to notify us of withdrawal.

Can I return swimsuits, bikinis or pareos?

In line with our hygiene and product safety standards, Normaillot does not offer discretionary returns on swimsuits, bikinis, or pareos, except where required by law.

Under Article 15 of Türkiye’s Distance Contracts Regulation, the statutory withdrawal exception may apply to swimwear where protective product packaging, seals, or hygiene strips have been opened after delivery and the item is unsuitable for return for health or hygiene reasons. Mandatory withdrawal rights for items with intact protective elements, and for pareos where no statutory exception applies, remain unaffected. Additional mandatory consumer rights may apply in the destination country.

For beachwear purchased directly and in person at our showroom or store in Türkiye, the 14-day withdrawal right applicable to distance sales does not apply.

Our returns and exchanges terms are made available before purchase. This policy does not affect any mandatory rights relating to defective, damaged, or incorrectly supplied products.

For further information, please refer to our Returns & Exchanges Policy.

Can I exchange an item for another size?

If you would like to request a different size, please contact info@normaillot.com with your order number, product details, and preferred size. Exchange requests are reviewed according to product category, hygiene requirements, and stock availability, without affecting mandatory statutory rights.

Who pays for return shipping?

Return shipping arrangements depend on the reason for the return and the applicable legal requirements. Mandatory rules concerning statutory withdrawal and defective goods take precedence. For other eligible returns, our Customer Care team will advise you of the applicable shipping arrangements.

When will I receive my refund?

Approved refunds are issued to the original payment method within the applicable legal time limits. The time it takes for funds to appear in your account depends on your bank or payment provider; an exact posting date cannot be guaranteed.

What if I receive an incorrect or defective item?

If you receive an incorrect, damaged, or defective product, please contact info@normaillot.com with your order number and, where possible, photographs. We will be pleased to review your request.

Your mandatory statutory remedies for defective or non-conforming goods, which may include a refund, replacement, repair, or price reduction depending on applicable law, remain available independently of any hygiene-based withdrawal exception.

Can I return an item bought at the showroom or store?

Purchases completed directly and in person at our showroom or store in Türkiye, where customers can inspect items before buying, are not subject to the 14-day statutory withdrawal right applicable to distance sales. This includes swimwear and beachwear such as swimsuits, bikinis, and pareos.

We do not offer discretionary returns on non-defective items purchased in person. Mandatory rights relating to defective or non-conforming products remain unaffected. Transactions concluded remotely after a showroom visit may be subject to different rules.

Can I return made-to-order products?

A standard collection piece produced after an order is placed is not automatically exempt from statutory withdrawal rights. Exceptions may apply to products made to an individual customer’s personal measurements or specifications. Please refer to our Returns & Exchanges Policy for further details.

Products & Sizing

How do I find my size?

Please refer to the size guide on the relevant product page. If you are between sizes or would like guidance on a particular design, our team will be pleased to assist at info@normaillot.com.

Is sizing consistent across collections?

Sizing and fit may vary depending on the design, cut, and fabric of each piece. We therefore recommend reviewing the size information provided on each product page.

What if I am between sizes?

The most suitable size may depend on the garment’s silhouette and fabric. Please share the product name, your usual size, and your measurements with our Customer Care team for guidance.

Where can I find fabric composition?

Fabric compositions and available product details are listed on the relevant product pages. Should you require any further information, please contact info@normaillot.com.

Will the color match the website exactly?

We take care to represent product colors as accurately as possible. Slight variations may nevertheless occur due to screen settings, lighting, and the natural characteristics of certain materials.

Will sold-out items be restocked?

Selected styles or sizes may become available again; however, restocks cannot be guaranteed. Please contact our Customer Care team if you would like an update on a particular piece.

Are collections limited edition?

Selected Normaillot designs are produced in limited quantities. Availability and future production plans vary by style.

Where are your products made?

Normaillot collections are thoughtfully produced in Istanbul and across Türkiye, with the expertise of skilled artisans and experienced production partners.

Care & Maintenance

How should I care for my pieces?

Care requirements vary depending on the fabric and construction of each piece. To preserve its quality and appearance, please follow the washing, drying, and ironing instructions on the garment care label.

How should I care for swimwear?

We recommend rinsing your swimwear in cool, fresh water after each use to help remove salt, chlorine, and sunscreen residue. Please follow the care label when washing and drying, and avoid excessive heat and contact with rough surfaces.

Can I machine-wash my garment?

Machine washing is recommended only when permitted by the garment care label. Delicate fabrics and embellished pieces may require alternative care methods.

How should I store knitwear?

To help maintain the shape of your knitwear, we recommend storing pieces folded rather than hanging them for extended periods. Please refer to the garment care label for cleaning and drying guidance.

How should I care for leather and fur?

Leather and fur require specialized care. Please follow the product-specific care instructions and seek assistance from a professional experienced in these materials whenever necessary.

What if my garment needs care or repair?

For questions about garment care or possible repair assistance, please email info@normaillot.com with the product details and a description of your concern. Our team will review the available options and advise you accordingly.

My Account

Do I need an account to order?

You may complete your purchase using the checkout options provided on our website. If guest checkout is available, you can place an order without creating an account.

How can I log in to my account?

Please select Login at the top of our website to access your account.

What if I forget my password?

Please follow the instructions on the login page. If your account uses a password, you can use the password reset option. Our Customer Care team will be pleased to assist if needed.

How do I update my details?

You may update the personal details available for editing in your account settings. For changes to an existing order, please contact our Customer Care team directly.

How do I unsubscribe from marketing emails?

You may update your preferences at any time using the unsubscribe link at the bottom of our marketing emails. For further assistance, please contact info@normaillot.com.

Our Brand & Services

What is Normaillot?

Founded in Istanbul in 2014 by Creative Director Merve Kardaş Mısırlı, Normaillot is a luxury swimwear, ready-to-wear, and lifestyle brand inspired by the timeless elegance of the Mediterranean.

Where is Normaillot based?

Normaillot is based in Istanbul, Türkiye, where our design and production heritage remains rooted.

Do you offer custom-made designs?

Yes. Our Istanbul atelier creates custom designs and adapts selected collection pieces to individual requests. Please visit our Custom Made page for further information and inquiries.

Where can I read about sustainability?

You can learn more about our approach to considered production, local craftsmanship, and waste reduction through our Sustainability and Zero Waste pages.

Who should I contact for wholesale?

For wholesale opportunities and retail partnerships, please contact info@normaillot.com.

Who should I contact for press or collaborations?

For press, PR and creative collaborations, please contact pr@normaillot.com. Our team will be delighted to review your inquiry.