At Benang Istanbul, we want every scarf and shawl you order to arrive exactly the way you pictured it. If something isn't right, we've kept the process simple so you can sort it out without a headache.
Because of the nature of our products, and to keep every piece up to the same standard of quality and hygiene, we generally don't offer exchanges, returns, or refunds. We'd encourage you to look closely at sizing, colour, and fabric details before completing your purchase, since most orders are final once placed.
That said, we're not unreasonable about it. Our return policy applies in these two situations:
Outside of these two cases, we're unable to accept a return.
You have 7 days from the date your parcel is delivered to request a return or exchange. This applies to customers across Malaysia, including East Malaysia, where deliveries can sometimes take a little longer to arrive in the first place.
If your 7 days are almost up and you're still deciding, reach out to us before the window closes. We're generally reasonable about this, but we can only help if you tell us in time.
To qualify for a return, your item needs to meet these conditions:
Scarves and shawls are personal items, so we do check each return carefully before approving a refund or exchange. A shawl that smells like perfume or shows makeup marks won't pass inspection, even if it was only tried on once.
If you're unsure whether your item qualifies, message us before sending anything back. It saves everyone time.
Email us at info@benangistanbul.com or WhatsApp us at 017-661 4342 with your order number, the item in question, and a short note or photo showing the damage, defect, or mix-up. We'll confirm whether it's eligible and send you the return address along with next steps.
Please don't send anything back before you hear from us. Parcels that arrive without prior approval may sit unprocessed while we sort out where they belong.
If the return is due to our error, meaning you received the wrong item or something arrived damaged, we cover the cost of sending it back to us. For change-of-mind returns, the cost of return shipping is on the customer.
We'd suggest using a tracked courier service for anything you send back. We can't issue a refund for a parcel that never reaches us.
Once we receive your returned item and confirm it meets our conditions, we process the refund to your original payment method. Depending on your bank, this can take 7 to 14 working days to reflect in your account.
Shipping fees from your original order are non-refundable, except in cases where the return happened because of a mistake on our part.
If anything here is unclear, or your situation doesn't quite fit the two categories above, just message us at info@benangistanbul.com or WhatsApp us at
017-661 4342. We read every message, and we'd rather sort things out directly than leave you guessing.
