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FAQ

 

Company Information

 

Who is Hepsiburada?


Hepsiburada, Turkey’s leading e-commerce brand, is connecting customers, suppliers and entrepreneurs across the country.

Hepsiburada is the result of founder Hanzade Doğan Boyner’s vision to create online retail serving all corners of Turkey with the aim of making people’s lives easier. Hepsiburada has been established in 2001 as a part of Dogan Online, the leading internet company of Turkey.

Hepsiburada grew rapidly into an e-commerce leader and has also been serving as an online marketplace for entrepreneurs since 2015. Today, Hepsiburada is a modernizing force, contributing to the digitalization of the retail sector and helping to support SMEs across the country. It is one of Europe’s fastest growing e-commerce companies, reaching 21 million unique visitors on a monthly basis.

Hepsiburada has 5 million (SKUs) and 10 million actual products (Quantities) in 30 different categories. With 100 thousand sqm storage area in Gebze, Hepsiburada owns one of the largest operation centers of e-commerce and contributes to the improvement of e-commerce in Turkey and digital transformation with its high-tech infrastructure. Hepsiburada was elected as Turkey’s favorite e-commerce brand (Lovemark) 3 times so far.

Hepsiburada Arabia & Global are part of Hepsiburada Turkish Group, one of the largest platforms in Eastern Europe, the Middle East and Africa (EEMEA) region.





Website Usage

 

How do I register on Hepsiburada?

Registration at Hepsiburada is very simple:

  • Visit global.hepsiburada.com or download our Mobile App

  • Select Language, Country, and Preferred Currency.

  • Go to“ Hello, Guest” button and click on “ Register”

  • Fill up the needed info

Now you can enjoy purchasing the items you want!

 

You can also add the items to your cart and continue the registration at the time of the checkout.

*Note: Registration isn’t a must to browse the products through our website or App.

Thank you for shopping at Hepsi!

 

How do I change my personal information?


  • Log in to your account

  • Click on “Account Tap” at the top right of the page “Hello, (your name)”

  • Select “My Account”

  • Edit the info you would like to

  • Press the “Save” button. Done!

Note: We kindly advise you to keep your full address and other details updated to ensure proper and timely delivery of your orders.

 

How do I reset my password?

This is very easy. All you need to do is:

  • Log in to your account

  • Click on “Your name” at the top of the page

  • Select 'My Account'

  • Click on the “edit icon” below your email to edit the password.

  • Fill in the required fields

  • Finally, don’t forget to press the “Save” button. Done!

 

I forgot my password. How can I log in again?

Only three steps to follow:

  • Go to the login page on our website

  • Select “Forgot Password”

  • Enter your registered Email address

A link will be sent automatically to your email address instantly.

 

How do I manage my newsletter subscription?

You can unsubscribe from our newsletter at any moment. Since we want you to stay tuned with our fantastic offers, we suggest you to keep your newsletter subscription active.

The easiest way to unsubscribe is to click on the unsubscribe link you receive at the bottom of your daily newsletter.

 

My desired item is sold out. Will it be available again?

We cannot confirm if this item will be available again but we have long term partnerships with our suppliers. Your item might, therefore, be available again at a later stage. By subscribing to our daily newsletter, you will always stay informed about all our current campaigns.

 

Can I donate store credit to a friend, like a gift voucher?

Unfortunately, this is not available yet but we are planning to offer vouchers in the future. Check our website frequently to get the latest news about Hepsiburada!



 

Order Process

Order Stages


After you purchase, customer care team will call you to confirm your order, after that our warehouse staff will start fulfilling your order and hand it over to one of our shipping partners to deliver it to your door, you will get notified on each step.

 

How do I confirm my order?

Confirmation can be in two ways:

  • If you are a first-time buyer, a Hepsiburada representative will call you for confirmation as soon as possible after placing your order.

  • While if you are a repeated buyer with a good order history your orders will get confirmed automatically.

Alternatively, you can also get in touch with us:

  • Call us on (00962) 062007746 - (00971) 045867444

  • E-mail us on global@hepsiburada.com (mentioning your order number or inquiry)

  • Chat with us by clicking on the 'Chat' link on our website.

 

Why do you call me to confirm my order?

To serve you best and avoid any inconsistency in your order, we are contacting you to check on the requested product and quantity as well as the correct delivery address and payment method.

It helps us to deliver orders to your doorstep quickly and in higher reliability.


*Note: If you are a repeated buyer your order will be automatically confirmed.

 

Which payment methods do you accept?

You can select from a variety of convenient payment methods:

  • Credit/Debit Card (Mastercard/Visa)

  • Cash On Delivery

 

In which currency will be charged when purchasing from Hepsiburada?

If you pay by credit/debit card you will be debited in dollar and the total amount will be shown in local currency, and if you choose to pay Cash on delivery you will be charged in local currency.



Can I see the items somewhere? Do you have showrooms?

As an online shopping community, we don’t have showrooms as we request the items from the supplier after your purchase. But be sure that our website will give you extensive item descriptions. Don't hesitate to get in touch with us if you have additional questions about a specific item and we will do our very best to assist you.



Delivery & Shipping

 

How long does it take to get my order delivered?


You can check the estimated delivery date from the dispatched date for each item once you add it to the cart and on the checkout page.

Please make sure to put your complete address and contact number to avoid any delays.



 



How do you deliver my order?

Through our shipping partners who will be happy to deliver orders to your doorstep, we will provide you with the shipping company name and a tracking number when we ship orders to you.

 

Can I ship to multiple addresses?

Each order has its own shipping address. Simply fill in your preferred shipping address details when placing the order.

 

Can you wrap orders as a gift, and include a gift card?

This is a great idea indeed and we are planning to introduce this in the future. Stay tuned and check our website frequently for updates. In the meantime, simply enjoy our distinct Hepsiburada packaging which is almost as good as a personal gift wrapping!

 

To which countries does Hepsiburada ship?

We are happy to tell that we ship worldwide!



How much are the shipping fees?

The shipping fees are calculated based on the Total amount of your order;

If it was 0-29.99$, Shipping fees= 5 USD
30$ or more, Shipping fees = Zero, *Free Shipping*
It will be added at the time of the checkout.

 

 


How Can I track my order?


To check for your order status from the moment of placing an order until it’s shipped to you, simply:

  • Log in to your account

  • Click on your name at the top of the page

  • Select ‘My Account’

  • Choose ‘Order History’

  • Select the required order

  • You will then see its detailed order status (Order tracker)

After dispatching your order, you can check your order status on the courier website by using the tracking number that we will share with you.

Note: You will receive a notification by email when your order is confirmed and shipped.

 

How do I schedule a delivery?

You can directly schedule a delivery with the shipping company, the shipping company name and your tracking number will be shared with you at the time of dispatching.

 

Where do you ship your items from?

We ship all products from our warehouses in Turkey.

 

Can I unpack and try the items on before I pay for the order?

Unfortunately, this is not possible at the moment. However, we give you the privilege of returning your items within 14 days from the date of receiving. Please note that certain items are not eligible for return.

 

Order Cancellation, Return or Exchange

 

Can I cancel my orders on Hepsiburada?

Hepsiburada is very flexible when it comes to canceling orders you have recently placed. Simply get in touch with us through any of our communication channels. (Contact  global@hepsiburada.com  )

Please note that if your order has been packed in our warehouse, cancellation might not be possible anymore. You should, therefore, inform us instantly in case you have changed your mind.

 

Can I change or add items to my order?


Unfortunately, we don’t have this option but you can place a new order with the items that you wish to add.



How can I return items?


All you have to do is to inform us within 14 days from the delivery date, by contacting our customer service - please read Hepsiburada return policy-

 

If I returned my order, will I pay the return fees?
We commit to paying all shipping charges in case of receiving wrong or defective items, other than that it will be on the customer and he/she can ship with any courier he/she wants.

For any inquiries, you can also get in touch with us:

  • Call us on (00962) 062007746 - (00971) 045867444

  • E-mail us on global@hepsiburada.com (mentioning your order number)

  • chat with us by clicking on the 'Chat' link on our website

I received a defective or wrong item(s), what should I do?
All you have to do is:

Take clear pictures for the item and item label and send them to global@hepsiburada.com with all order information, the customer service team will follow up on your case and contact you.

How do you refund me and how long does it take?

Refund option depends on the selected payment method as below:

  • In case of credit/debit card payment, we can arrange a refund to your credit/debit card statement upon request. This process takes 10 to 14 working days from order cancellation. But it's up to your bank processing time.

.

  • In case of cash on the delivery refund, Refund will be made within the 5 days after the purchased product is sent to and received by the Seller.

    You will receive the money by bank transfer and you need to provide us by Email with the required bank account information.



Will you refund shipping charges if I cancel my order?

We will refund the full amount as long as the order is not shipped to you.

 

Contact Hepsiburada

 

How do I contact Hepsiburada customer care? What are your working hours?

Get in touch with us

  • Call us on (00962) 062007746 - (00971) 045867444

  • Chat with us by clicking on the “Chat” link on our website

  • For general questions, order queries, and concerns send us an e-mail to global@hepsiburada.com  (mentioning your order number/ inquiry)


We have convenient service hours during Ramadan from 9 AM till 3 PM in Mecca time all days except Friday.

 



Authenticity


Are the items on sale authentic?

We understand that you may be surprised about the incredibly high discounts we are able to offer for top brands. Trust and great shopping experience are the models of our business. All our items are 100% authentic as we only deal with the official suppliers or directly with the brand owners.




Security & Confidentiality


Is online payment by credit/debit card secure?

Our online credit/debit card payments are secured by McAfee software which is a cutting-edge security level that protects your credit/debit card payments.


Is my information on Hepsiburada shared with third parties?

Hepsiburada respects and values private information related to our customers. We only collect customer information in order to communicate with you regarding your orders. We assure that we do not sell or give out your personal information to third parties. All newsletters and promotional emails we send to you have an easy unsubscribe feature allowing you to remove your email address from our mailing list.