FAQs

PRODUCTS

How are your products made?

Our products are 100% handmade and hand-embroidered. With no two items fully identical, each product is a one-of-a-kind piece of wearable art.

What type of material do you use for your products?

The soles, insoles, and lining of our slippers and mules are made of genuine leather. The embroidered surfaces of our shoes and bags are made of authentic Kutnu fabric or velvet. Kutnu is a natural fabric blend of cotton in the warp and pure silk in the weft. Passing from Anatolian Seljuks to Ottomans, Kutnu has found new life on the looms of artisans of Gaziantep, Turkey today. This unique, shiny fabric is a truly hand-crafted and time-consuming product requiring different types of work at each stage of production. Many Ottoman-era kaftans worn by sultans were made using Kutnu. The weaving method has remained the same throughout the centuries. The silk and cotton content of this beautiful, rich fabric makes it a comfortable and healthy material to wear indoors and outdoors.

Where do you make your products?

AnatolianCraft products are hand-crafted and hand-embroidered in Istanbul, Turkey. Some of our artisans live and work in Anatolia, where a rich tradition of craftsmanship has existed for centuries.

How long does it take to make the ordered goods?

Our artisans start making your shoes or accessories as soon as your order is received. Orders require 7-20 working days of production time. Read more about our process here.

Who is behind AnatolianCraft?

AnatolianCraft was founded by Bilge Can, a fashion-loving entrepreneur, devoted mother of three, modern architect, history lover, and an all-time aficionado of exquisite shoes. AnatolianCraft is a woman-owned and family-operated small company that supports local women artisans by providing them with good work and good wages. Read more about Bilge’s story and our promise.

SIZE AND FIT

What size shoes should I order?

AnatolianCraft shoes run true to size and are available in medium width only. For slippers, we recommend ordering your true size for very narrow feet and a size up for wider feet. For mules, we recommend ordering your true size. If you usually wear in-between shoe sizes, we recommend going with half a size up. For example, if you usually wear 6.5, you should go for size 7. 

Use the chart below to convert your foot measurement to your shoe size.

UK SIZE EU SIZE US SIZE FOOT LENGTH (MM)
3 36 5 220
4 37 6 229
5 38 7 237
6 39 8 246
7 40 9 254
8 41 10 262
9 42 11 270

ORDERS

What types of payment do you accept?

We accept Visa, MasterCard, and American Express. We do not accept checks or cash. All sales are in EUR and are converted by the customer's credit/debit card issuer into their local currency at the exchange rate prevailing at the time of billing. 

I receive an error message on the checkout page. What should I do?

Make sure that the billing information you have entered (such as your billing address or the name on card) is the same as the information on file for your credit card. If you enter billing information that is different from what your bank has on file, your order won’t go through.

I'm unable to complete my order. What should I do?

Please clear your browser cache and cookies, and try to check out again. If that doesn’t work, please feel free to reach out to us by sending an email to info@anatolian-craft.com for further assistance.

How can I be certain that I placed my order successfully?

After you submit your order, you will be directed to an order confirmation page. If you've reached that page, that means we have received your order and reviewing your payment information so we can start the production process. You should also receive an e-mail confirmation shortly after your order is submitted to confirm that we received it. Once your order is shipped, you will receive an e-mail confirming shipment.

When will you process my order?

Our artisans start making your shoes (or bag) as soon as we receive your order. Each product is truly handmade and hand-embroidered, and an order requires 7 to 20 working days of production time depending on the type of design. All processing times are estimates and may be subject to change.

My order went through. Can I cancel it?

Our artisans start making your product soon after your order is received. If you send us a written cancellation request within two (2) hours of placing your order, we will be happy to issue a full refund. The request must be emailed to info@anatolian-craft.com. Cancellations through social media are not accepted. Please note that it may take up to two days for the refund to be processed by your bank. After two hours have passed, your order cannot be cancelled or modified. Please place an order only after you are sure about the products you would like to receive. 

SHIPPING

Do you ship internationally?

Yes, we do! We are based in Istanbul, Turkey, and we have quite a few happy customers in Europe, the United States, the Middle East, and many other locations around the globe. If UPS ships to your country, we can deliver to you.

How do you ship your products and how much does it cost?

We ship worldwide with UPS. Shipping and handling costs may vary depending upon the rates offered by UPS for each country. By the way, the shipping is on us if you spend over 1,000 Euros (around $1200). You are still responsible for any customs duties incurred. 

How long will shipment take once my products are ready?

All delivery dates and times are estimates provided by UPS, our carrier. You can check their website for more information or send us an email at info@anatolian-craft.com for an estimate.

Do I have to pay customs duties?

The customer is responsible for any duties, taxes and all expenses required by the country of destination at the customs. To find out whether you have to pay customs duties upon the arrival of your shipment, please refer to your local customs office (or their website) for more information. Most countries allow up to a certain value of goods into the country without requiring additional duties or taxes. Unfortunately, we have no control over how your country determines customs duties, and any collection of duties goes to your government—not to AnatolianCraft. 

Where's my stuff?

We ship worldwide with UPS and will send you an email confirmation alongside your UPS tracking number as soon as we ship your order. Enter your tracking number on the UPS website here to track your package. 

RETURNS

What is your return policy?

We do not accept returns on international sales. Our artisans start making your shoes as soon as your order is placed. Thus, all international sales are final dues to the made-to-order nature of our handmade products. If you purchased AnatolianCraft products from a retailer, please contact that retailer directly for information on their return policy.

Do you offer refunds?

Due to the made-to-order nature of our products, all orders are non-refundable including all cancellations once the production begins.

Exchanges

We take extreme care in ensuring our products are of the highest quality. Because of their handmade and hand-embroidered nature, items may have variations or slight imperfections. With no two items fully identical, each product becomes a one-of-a-kind piece. However, if for any reason you find a fault with one of our items, you will be entitled for an exchange. If that is the case, please first send us an email at info@anatolian-craft.com and tell us about the situation. Please also include a clear photo that shows the problem. We replace items (purchased directly through our website at www.anatolian-craft.com) only if they are defective or damaged. Once you receive our email confirming an exchange, you must return the products to us within seven (7) days. The returned products must be unworn, unaltered, and in their original packaging with the labels intact. We are unable to accept shoes with dirty marks or damaged soles. Items must be returned in the original box which must be in the original condition. AnatolianCraft reserves the right to refuse the return for exchange if these conditions are not adhered to. If your exchange request is accepted, we will ship your new product once we receive the item you have returned.

PRODUCT CARE

How should I care for my AnatolianCraft shoes and bags?

Our shoes and accessories are unique, delicate, and precious. Please follow our recommendations to make sure to preserve their beauty and longevity. The soles, insoles, and lining of our slippers and mules are made of genuine leather. The embroidered surfaces of our shoes and bags are made of authentic Kutnu fabric or velvet. Kutnu is a natural fabric blend of cotton in the warp and pure silk in the weft. All of our materials are locally and ethically sourced for the finest quality. Because of its handmade and hand-embroidered nature, each product may have variations or slight imperfections. With no two items fully identical, each product becomes a one-of-a-kind piece.

AnatolianCraft shoes are suitable for both indoor and outdoor use in warm, dry weather since their soles are made of 100% genuine leather. However, we do NOT recommend wearing them outside in the rain or snow since the mud, damp or water can damage them. If any part gets dirty, we recommend wiping and spot-cleaning them with a soft cloth dampened with water. Do not bleach. Avoid contact with any substance containing oil or alcohol, and do not use any abrasive cleaning products.

When not in use, please keep your products in their original care bag and box to avoid moths. You can sprinkle some dried rosemary on the bottom of the cardboard box as a moth deterrent.

OTHER

What about wholesale orders and corporate gifts?

If you have any questions regarding wholesale orders or corporate gifts, please write to us using our contact form or send an email to info@anatolian-craft.com. We will get back to you as soon as possible.

Can I interview you for a magazine, newspaper, or blog? 

Our founder does written interviews from time to time based on the type of project. Since she is very busy getting beautiful shoes ready to be sent to their thrilled owners across the globe, she is not able to say yes to all interview requests. Please send us an email and tell us about where and when you would like to publish the interview. Also give us some information about your publication, the audience for the interview, and what you would like to ask. We’ll get back to you as soon as possible.