Frequently Asked Questions

Orders and Payments

What payment methods can I use?

At NoorVien, you can shop using all credit cards, debit cards, and secure payment methods supported by our payment infrastructure. All payment transactions are protected by an SSL certificate.

Is it safe to make a payment?

Yes. All payment transactions carried out at NoorVien are encrypted through secure payment infrastructures. Your card information is not viewed or stored by us.

Can I pay in installments?

Installment options may be offered periodically for credit cards from anlaşmalı (partner) banks. Applicable installment options will be displayed on the payment screen.

Can I make changes after placing my order?

After your order is confirmed, changes to the product, size, color, or address may not be possible. It is recommended that you contact our support team as soon as possible.

How can I track my order?

A tracking number will be sent to you when your order is handed over to the cargo company. You can easily track your shipment with this number.

How can I get information about my order status?

You can view your order status by logging into your member account or by contacting our customer service.

Delivery and Shipping

When will my order be shipped?

Your orders are generally prepared and handed over to cargo within 1–3 business days.

Preparation time may vary during campaign periods and peak seasons.

Which countries do you ship to?

As NoorVien, we offer international shipping to many countries worldwide, including Europe, America, Canada, the Middle East, as well as Turkey.

What are the delivery times?

Turkey: 1–3 business days
Europe: 3–7 business days
United States: 4–8 business days
Canada: 5–10 business days
Middle East: 3–7 business days
Other countries: 5–12 business days

Is shipping free?

Free shipping campaigns may be applied periodically for shipments within Turkey.

Current shipping conditions are displayed on the payment screen.

Do I pay customs duty on international orders?

In some countries, customs duties, import fees, or additional charges may apply due to local regulations. These fees are the responsibility of the recipient.

Can I change my delivery address?

If your order has not yet been shipped, you can contact our customer service to request an address update.

Returns and Exchanges

What is the return period?

You can request a return within 14 days from the date you receive the product.

Which products can be returned?

Products must be;

Unused,
Unwashed,
Undamaged,
With labels intact,
In their original packaging.

Who is responsible for return shipping costs?

Current practices regarding return processes are specified in our Return and Withdrawal Policy.

Can I make an exchange?

Currently, we do not offer a direct exchange service. If you wish to purchase a new product, you can return your existing product and place a new order.

What should I do if my product arrived defective or damaged?

After receiving the product, please contact us as soon as possible and share photos. Support will be provided after the necessary examinations.

When will my refund be reflected in my account?

Once the return is approved, the refund process begins. Depending on bank processing times, it may take a few business days for the fee to be reflected in your account.

Products and Collections

What fabrics are used in NoorVien products?

Our collections predominantly use silk, silk-blend fabrics, and premium fabrics made from high-quality natural fibers.

Where can I see the fabric content of the products?

Each product's detail page includes fabric content, care instructions, and product specifications.

Are the product colors exactly the same as in the photos?

Our products are photographed in a professional studio environment. However, slight variations in tones may be observed due to screen settings.

Are out-of-stock products restocked?

Some of our products may be restocked. You can use the "Notify Me When In Stock" feature on the product page.

How can you help with size selection?

Detailed size charts are available on the product pages. If you are undecided, you can get support from our customer service.

Are your products manufactured in Turkey?

NoorVien collections are carefully produced in accordance with quality standards. Production information is stated on the relevant product pages.

Membership and My Account

Can I shop without being a member?

Yes. You can shop as a guest.

What are the advantages of being a member?

Access to order history
Faster payment processes
Creating favorite product lists
Priority notification about campaigns and new collections

I forgot my password, what should I do?

You can create a new password by using the "Forgot Password" link on the login screen.

How can I update my account information?

After logging in, you can update your personal information from the "My Account" section.

Campaigns and Discounts

How can I use a discount code?

You can use your code by entering it into the "Discount Code" field on the cart or payment screen.

Can I use more than one discount code?

Unless otherwise stated, only one discount code can be used per order.

How can I be informed about campaigns?

You can stay informed about our new campaigns by subscribing to our email newsletter and following our social media accounts.

Do you offer birthday discounts?

Special birthday privileges and campaigns may be offered periodically to our members.

Customer Service

How can I reach you?

Email: info@noorvien.com

You can also reach us via the contact form on our website.

What are the customer service hours?

Our customer support team is available to assist you on weekdays.

Your requests are answered as soon as possible, depending on the volume of inquiries.

Can I get support through social media?

Yes. You can reach us through Instagram and our other social media channels.

How long does it take to get a response to my question?

Email and contact form requests are generally answered within 24 business hours.