FREQUENTLY ASKED QUESTIONS

ABOUT ORDERS

1. Do you accept returns and exchanges?
   • Yes, we accept returns and exchanges for full-priced products within 7 days from the date of purchase (Day 1 is the date the order is received). Products must be unused, unwashed, undamaged, and with all original tags attached. The shipping fee for returns is the customer's responsibility. Products purchased during campaigns cannot be returned or exchanged unless the wrong product was sent.
2. Can I get a price change or special discount on my order?
   • Sorry, we cannot make any price changes after an order is placed. To be the first to know about our promotions, we recommend signing up on our website and following us on Instagram (@pamukakid).
3. How can I return or exchange my order?
   • Please send an email to [email protected] with the following information:
     • Your order number,
     • Reason for return or exchange,
     • Photos of the product, and
     • The product you wish to exchange for.
   • You can only exchange your order for the same product in a different color or another product of the same price. The shipping fee for exchanges is the customer's responsibility.
4. I received a defective product. Can I exchange it?
   • All our products are carefully checked by our Quality Control team. However, if a product is defective, we apologize. We will ensure the exchange process is smooth. Please send an email to [email protected] with your order number and clear photos of the defective parts. Please contact us within 7 days of receiving your order.

5. Which courier do you use? Is there a shipping fee?
   • We ship internationally via FEDEX Express.
6. How long will it take to receive my order?
   • We strive to ship your order within 3 to 5 business days.
7. How can I track my order?
   • Once shipped, you will receive a tracking number via e-mail . You can easily track your order using this number on the Fedex Cargo tracking page.

ABOUT PRODUCTS

8. Are the colors of the canopies on your website accurate?
   • We do our best to capture the true colors of each canopy. However, colors may appear darker or lighter depending on the lighting in your room. If you are unsure about the color, please contact us for more photos.
9. What are the differences between the canopy models? Which is the longest and densest model?
   • Pamuka tulle canopies come in three models: Basic, Plus, and Deluxe.
   • All models have a fixed length of 280 cm. You can adjust the length with the hanging string according to your ceiling height.
   • Deluxe: Has the highest tulle density and is the least transparent. Curtains have three panels: one at the back and two on the sides. It includes a book/toy pocket.
   • Plus: Has medium tulle density. Curtains are a single piece. If purchased with pom-poms, it includes a book/toy pocket.
   • Basic: Has the least tulle density and is the most transparent. Curtains are a single piece. If purchased with pom-poms, it includes a book/toy pocket.
10. Will the accessories in the pictures come with my order? Do you include the pom-poms on the canopies?
    • No, all accessories in the pictures are used for decoration purposes. Pom-poms and other accessories are sold separately in our shop.
11. Will the canopy cover my entire bed? Is it suitable for use as a mosquito net?
    • All models are suitable for single and baby beds.
    • For 1.5 and double beds, the Plus or Deluxe model is suitable. If the purpose is mosquito protection, note that Deluxe models have separate front and back curtains, which may not be ideal for this purpose.
12. Do my orders in the home, tent category include a cushion or is it just the house?
    • Yes, except for twin size and full size playhouses, all come with cushions. The aluminum frame and plastic parts are also included in the package.
13. How do I clean the products? Can I wash them?
    • Wash gently at 30°C.
    • Use detergent for colored clothes.
    • Do not use optical brighteners.
    • Do not tumble dry.
    • Iron at a low setting.
    • Iron inside out.
    • Not suitable for dry cleaning.