Frequently Asked Questions
Polypop & Products
What is Polypop?
Polypop is a brand which was founded in 2015 in Istanbul, Turkey. Since the first day, its motto is "We Are What We Are" and all the creations come into existence through this concept.
Where does the name come from?
The name comes from the root ‘poly’ which means ‘many’ or ‘much’ in old Greek. We made up the name Polypop to reflect our “Diversity over conformity” mindset.
Who are the designers?
Sinan and Irem Kuzer are the founders and designers of Polypop. Behind all the creations, Sinan takes mostly the verbal duties where Irem focuses on visualing the ideas.
How does production process go for Polypop from the idea to a finished product?
Every item is exclusively made in-house for Polypop by a group of people that we proudly call as our family. We cook our ideas with the high quality raw materials to produce the items that you would like to wear.
Where is Polypop based?
Our designers and creative team travel a lot around the world, while the rest of the team is located in our HQ based in Istanbul, Turkey.
Is there a physical store of Polypop?
Due to global Covid-19 crisis, we decided to put on hold operations of Polypop physical stores for your and our safety. We are looking forward to meet you again as soon as possible!
Are there any specific drop dates for the upcoming releases?
We are not pushing ourselves to fit into any fast fashion, seasonal collection rules. We drop new products only if we really feel that it is really good to launch. To follow the upcoming drop dates, click here to subscribe our mailing list.
Which size should I get?
We recommend you to check our sizeguide prepared specifically for each model. If you are still unsure about your size, please contact us. We’d be happy to help you!
Can I get more information about a specific product?
You can always get in touch with us without any hesitation. We are always here to answer your questions about anything you would like to know.
Orders
What payment options are available?
You can purchase your order with the following payment options:
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Visa
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MasterCard
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American Express
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iDeal
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Sofort
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Giropay
Our online store’s payment operations are provided by iyzico, a PayU company. Click here to check the company’s legal certifications.
I haven’t received an order confirmation e-mail.
If you haven’t received an order confirmation e-mail, please wait up to an hour and check also your spam folder. If the payment has been processed and you haven’t received a confirmation e-mail after an hour, please contact us via e-mail.
What can I do if I enter the wrong shipping address?
If you accidentally filled in the wrong address, please contact us via e-mail as soon as possible. We can immediately correct your shipping address. If your package has already been shipped, unfortunately, we won’t be able to make any adjustments.
Can I modify or cancel my order?
If you would like to modify or cancel your order, please contact us immediately. We can cancel or modify your order as you wish in the first 24 hours after your order has placed. Once your order has been packaged and shipped, unfortunately it is no longer possible to change the order.
Shipping & Delivery
Where are your products shipped from?
Our main warehouse is located in Istanbul, so every order is shipped directly from there by one of the trustful delivery companies, depending on which country you are in.
What is the current status of my order?
After you have placed an order, you will receive a confirmation e-mail. When your order is packaged and shipped, you will receive another e-mail with the shipment details. You can track your order with these details until it is delivered.
How long it takes for you to handle my order?
Normally we need 2-3 working days to handle your order for the shipment.
What is the estimated delivery time?
Deliveries within Europe:
2-3 working days*
Deliveries within the US:
2-3 working days*
Deliveries within the rest of the world:
4-5 working days*
Where do you deliver?
We ship worldwide unless your country has exceptional import/customs rules.
What are the shipping costs?
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Free Worldwide shipping on orders over €150
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Shipping cost is 20€ on orders between €75 and €150
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Shipping cost is 15€ on orders under €75
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If you would like to read the full policy, click SHIPPING POLICY
Return & Exchanges
What is your return policy?
You can return your order within 14 days after receiving it. We are not responsible for return shipping costs. Returns will only be accepted when items are unwashed, unused, and with all original Polypop tags attached and in the original packaging. As soon as we have received and approved your return, it will take approximately 7 to 15 business days to process your refund.
For hygiene reasons, accessories cannot be returned.
To send the item(s) back, please contact us via e-mail.
Can I exchange my order?
Unfortunately we don’t exchange products. If you would like to return your order for another one, you can follow our return process and place a new order for a new item.
I have received a faulty or wrong product.
We apologize for the mistake and the inconvenience. Please get in touch with us within 24 hours after receiving your order. Please send us some images and description of the issue, and your order number. We immadiately will send a replacement if we have it in our stocks. Otherwise, we will send you a coupon with the same amount you have purchased available anytime for you to use.
Other
How to become a Polypop stockist?
Please send us an inquiry e-mail to sinan@polypopbrand.com with the details of your business. We would be in touch with you immediately!
Can you help me to produce/supply for my own brand?
In the years of building Polypop, we made serious connections with the people doing their jobs at the highest level in the fashion sector. We, and our production team would be happy to help you if we could. Please send us a detailed e-mail to sinan@polypopbrand.com about your plans.