FAQ
Product Information
How should I care for my AISESU items? Each piece is carefully crafted with delicate fabrics and intricate details, requiring thoughtful care to preserve its original quality. To preserve their form, texture, and luminosity, we recommend dry cleaning only.
How do I find the right size? Each item’s description page includes our size guide, where you can follow the guidelines to find your size. For further assistance, please check “Customer Support” category and select “Sizing” for more information.
How does pre-ordering work? When you place a pre-order, your item is produced specifically for you. Pre-order items require approximately 10 business days for production before they are shipped. This process ensures a sustainable approach by minimizing waste and offering exclusive, made-to-order pieces. Once your order is ready, you will receive a confirmation email with shipping details and a tracking number.
Do you offer product customization or custom-made designs? Yes, we offer customization and custom-made designs. If you would like to request a unique design or modifications to an existing piece, please contact us at contact@aisesu.com.Our team will review your request, accept it if possible, provide a price quote, and guide you through the process. Please note that customized and custom-made items are not eligible for returns or exchanges and require payment via bank transfer.
Orders & Payment
How do I place an order? Explore our pre-order or limited edition collections online, select your desired items, and choose your preferred size. To request a custom design or customization and check availability please contact us directly at contact@aisesu.com.
How do I know my order is confirmed? Once you place an order, you will receive a confirmation email with details of your purchase and the estimated delivery timeline.
What payment methods do you accept? We accept payments via credit card, Visa, MasterCard etc. for all online orders.
What are my responsibilities when placing an order? When placing your order, please ensure that all shipping and payment details are correct, as we cannot be held responsible for orders shipped to incorrect addresses provided by the customer, nor can we make any modifications once the order has been placed.
Can I cancel or modify my order after it’s placed? Once an order is placed and confirmed, it enters our production queue. As a result, cancellations or modifications are not possible after confirmation. For more details, please refer to our Terms & Conditions policy.
What should I do if I have an issue with my order? If you experience any issues with your order, please contact our customer service team at contact@aisesu.com. We care about your experience and aim to resolve all concerns amicably. In the unfortunate event that a resolution cannot be reached, disputes will be addressed in accordance with our Terms & Conditions policy.
Shipping & Delivery
What is the production and shipping time for pre-order items? Pre-order items are produced upon order and require approximately 10 business days for production. Once shipped, domestic orders typically arrive within up to 7 business days, while international shipping times vary depending on the destination.
What are the available shipping options and their costs? Enjoy complimentary shipping on all domestic orders with Yurtiçi Kargo. International shipping is handled by DHL Express, with costs varying depending on the destination.
Do you ship internationally? Yes, we offer international shipping. Shipping costs vary depending on the destination, and customers are responsible for any customs duties, taxes, or additional charges. For more details, please refer to our Shipping & Delivery policy.
Will I be charged customs and import duties? International orders may be subject to customs duties, taxes, and additional fees depending on the destination country. These charges are determined by local customs authorities and are the customer’s responsibility. We recommend checking with your local customs office for more information.
How can I track my order? Yes, once your order has shipped, you will receive a tracking number via email, allowing you to monitor your shipment’s progress.
Do you offer free shipping promotions? We occasionally offer free shipping promotions. When a promotion is active, the details -including eligibility and conditions- will be available on our website or in promotional emails. Please check our homepage or subscribe to our newsletter to stay updated on special offers.
Returns & Refunds
What is your return policy? Returns that meet our conditions will be accepted within the 14-day return window. For detailed information, please refer to our Returns & Refunds policy.
How do I initiate a return? To initiate a return, please email us at contact@aisesu.com with your order number and necessary details. Please note that your return request must be authorized by our team. Items being returned must be in their original condition and packaging, and please be advised that the return shipping costs are the customer’s responsibility.
Are there any items that cannot be returned? Items that show signs of wear or do not meet our return conditions are not eligible for return. Additionally, sale items, limited collection pieces, stocked items, and altered, customized, or custom-made products are non-returnable.
How long does it take to process a refund? Upon receiving your return parcel, we will process it within 5 business days. If your return meets our conditions, you will receive a confirmation email, and your refund will be issued to your original payment method. Please note that the refund processing time may vary depending on your bank.
Is it possible to do exchange? All AISESU items are made-to-order and we do not keep stocked inventory. Due to the made-to-order nature of our production, as well as the limited availability of certain collections, we are unable to offer exchanges.
Account & Customer Support
Do I need to create an account to place an order? No creating an account is not mandatory to place an order. You have the option to checkout as a guest. However, creating an account allows you to access your order history, save your details for faster checkout, and access exclusive updates, promotions and promotion codes.
How can I contact customer service? For customer support please email us at contact@aisesu.com or chat with us on WhatsApp for any inquiries.
I’m having trouble navigating your website. What should I do? If you are having trouble navigating our website, please try clearing your browser cookies and reloading the page. If the issue persists, contact us at contact@aisesu.com for technical support.
Promotions & Discounts
Do you offer gift cards? At the moment, we do not offer gift cards. Stay updated by subscribing to our newsletter or following us on social media.
How can I stay informed about sales and promotions? Stay informed about sales and promotions by subscribing to our newsletter and following us on social media. You’ll receive updates on exclusive offers and special opportunities.
How do I apply a promotion code or gift code to my order? To apply a promotion or gift code, enter the code at the designated field at checkout before completing your payment. If the code is valid, the discount will be applied automatically. Please note that only one code can be used per order, and some promotions may have specific terms and conditions.