help
How can we help?
The most common questions, in four sections. Can't find your answer? Write to the addresses at the bottom — our response target is 24 hours.
Shopping
Is niwers free?
Yes. Downloading the app, posting and shopping are free; you only pay the price of what you buy plus shipping.
Is my payment secure?
You pay by card through international payment infrastructure, and your card details are never shared with the store. Your money stays in protected checkout until you tap "I received it" — if something goes wrong, it's protected. Details: Trust & Safety.
Which countries and languages does niwers support?
Shopping is live in Türkiye and the US. Stores are coming to more countries — join your country's waitlist in the app. The app works in English and Turkish; stores sell to buyers in their own country, and return and consumer rules follow your country.
How do I track my order?
The seller confirms, prepares and ships your order with a tracking number; you follow every stage from the Orders screen in the app.
What if the seller doesn't ship?
If the seller doesn't ship within 3 business days they're warned; on the 7th business day the order is automatically cancelled and you're refunded.
Returns & Shipping
How do I open a return?
Within 14 days of delivery, open a return request in the app — change of mind or defective item. Ship the item back with a tracking number; the whole flow is tracked in the app. Step by step: How it works.
Who pays return shipping?
For change-of-mind returns, you cover the return shipping. For defective or wrong items, the seller covers it.
What if the seller doesn't respond to my return request?
If the seller stays silent for 3 business days, your request is approved automatically. If they dispute it, the case goes to the dispute resolution team, which decides based on evidence.
When do I get my refund?
Once the seller receives the returned item — or 3 business days after the carrier marks it "delivered" — your refund is automatic.
Sellers
How do I open a store?
Switch to a business account in the app, complete identity/business verification (KYC), then upload your products and tag them in posts. Details: Sellers.
What is KYC and why is it required?
KYC verifies a seller's identity and business. Every seller passes it before selling, so buyers always face real, verified stores.
How much is the commission?
A 10% sales commission — no other hidden fees.
When does money reach my balance?
When the buyer confirms delivery, the sale amount is credited to your balance; during a return or dispute, the related amount is held.
Who manages shipping?
Sellers manage shipping with their own carrier and must ship within 3 business days. For defective or wrong-item returns, the seller covers return shipping; buyers cover change-of-mind returns.
Account & Safety
What items are prohibited?
Counterfeits above all, plus every category on the list — zero tolerance. Full list: Prohibited Items.
Why was my content removed, and how do I appeal?
Every post goes through AI moderation; non-fashion or rule-breaking content isn't published, and borderline cases go to human review. You can appeal a removal from inside the app. Copyright complaints follow the DMCA process.
How do I delete my account?
You can delete your account from the app at any time. Steps: Account deletion guide.
What's the support address?
General questions: support@niwers.com · returns: returns@niwers.com · seller/store questions: store-support@niwers.com. Our response target is 24 hours.
Still have a question?
Write to us — our response target is 24 hours.