How can we help you?

To take advantage of discount opportunities using your coupon, you need to manually add the coupon on the 'My Cart' page. Along with the products in your cart, click the 'Use Coupon' button and select the appropriate coupon to apply. Once the coupon is successfully applied, the discount will automatically reflect on the payable amount, and you will only see the amount you need to pay.

Don't forget to check the coupon usage terms. Some coupons may be valid for specific product groups, require a minimum spending amount, or be usable only within the campaign period. When you add a suitable coupon to your cart, the discount advantage will be activated instantly.

If you encounter any problems or need additional information, you can contact us through the following channels:

WhatsApp: +90 850 252 40 18

Email: global.support@hepsiburada.com

Hepsiburada Global coupons are offered with specific usage conditions and are valid within the dates they are defined. Coupons can be used for the brands or product groups specified in the campaign terms and within the minimum spending limits.

Once your coupon is defined, you can visit the 'My Account - My Coupons' page to get information about the usage conditions and the valid date range. Here, by clicking on the details section of the relevant coupon, you can review all the conditions and the usage period.

If you have any questions regarding coupons or need assistance, you can reach us through the following channels:

WhatsApp: +90 850 252 40 18

Email: global.support@hepsiburada.co

There could be several reasons why you can't use your coupon. Some coupons have usage limits/quantities, and when the limit is exceeded, the coupon cannot be used. Coupons are generally used in a single transaction, without being split or combined. It may not be possible to combine multiple coupons at the same time.

Earned coupons are valid within the specified date range and can only be used during this period. Expired coupons cannot be reactivated. Therefore, we recommend checking the validity period of your coupon.

You can review the status and usage conditions of your coupons on the 'My Account - My Coupons' page by checking the details of the relevant coupon. If you encounter any issues with coupon usage, you can contact us for assistance:

WhatsApp: +90 850 252 40 18

Email: global.support@hepsiburada.com

The HELLO10 discount code is a one-time coupon offered to users who register for Hepsiburada Global for the first time. This coupon can only be earned during the new membership registration and can be used under the specified conditions. To check the validity period and usage terms of the coupon, you can visit the 'My Account - My Coupons' page.

Earned coupons are defined within the specified date range and can only be used during this period. Unfortunately, expired coupons cannot be reactivated. We recommend regularly checking the validity periods and usage conditions of your coupons on the 'My Account - My Coupons' page.

You can find your current coupons on the 'My Account - My Coupons' page. On this page, you can view all the coupons assigned to your account and click on the details of each coupon to learn about the usage conditions, validity dates, and the products or categories where the coupon is valid.

You can follow current campaigns through the campaign announcements section on the Hepsiburada Global homepage. Campaign-specific coupons may only be valid during the related campaign period, and some coupons may be used for specific product groups or with a minimum spending limit.

If you need help or additional information, you can contact us:

WhatsApp: +90 850 252 40 18

Email: global.support@hepsiburada.com

All products sold on Hepsiburada Global are original or licensed. This includes promotional and discounted products, all of which must be original. The sale of counterfeit, illegal replicas, or unauthorized products is strictly prohibited on Hepsiburada Global.

Sellers who open stores on the platform are carefully selected and are responsible for ensuring the originality of the products they offer. The products sold are guaranteed by official distributors, importers, or manufacturers, and are provided with invoices. Hepsiburada takes all necessary commercial and legal measures to prevent the sale of non-original or non-licensed products.

If you have any doubts about the originality or licensing of the product you purchased, you can contact us through the following channels for an investigation:

Email: global.support@hepsiburada.com
WhatsApp: +90 850 252 40 18

All products sold on Hepsiburada Global are delivered to you with the protection assurance provided by official distributors, importers, or manufacturers. If you encounter any issues with the product you purchased, you can reach out to us so we can offer a solution.

If you receive a defective or faulty product, please contact us as soon as possible for support. Our teams will provide necessary guidance to ensure the process proceeds smoothly.

You can contact us through the following channels for support: 

WhatsApp: +90 850 252 40 18
Email: global.support@hepsiburada.com

Product prices may vary due to different factors such as market conditions, sellers, exchange rates, and promotions. The introduction of products by different sellers, the expiration of campaign dates, or changes in stock levels can all impact prices.

Special campaigns, such as extra discounts in the cart, can also lead to price changes. The prices of some products determined by the importing companies may be updated based on exchange rates.

Instant connection problems may cause you not to view our website. To check Internet connection, we recommend;

- to open a new page and login again, or

- to restart your modem and wi-fi connection if problem continues

 

None of the products sold on Hepsiburada Global are display items. All products available on our platform are provided by official distributors, importers, or manufacturers and are sent to you in their original packaging. The products are carefully inspected during the packaging and shipping process to ensure they reach you complete and without any issues.

If you encounter any problems or need further information, you can contact us through the following channels: 

WhatsApp: +90 850 252 40 18 

Email: global.support@hepsiburada.com

You can find detailed product features, such as color, size, material, and other technical specifications, in the "Description" and "Features" sections on the product page. These areas list all relevant details about the product, allowing you to review the information you need before making a purchase.

If you need assistance, feel free to contact us: 

WhatsApp: +90 850 252 40 18 

Email: global.support@hepsiburada.com

If you think the information on the product you reviewed is incorrect, you can immediately notify us so we can correct this issue. Feedback regarding missing information, incorrect descriptions, or wrong product features on the product page is very important to us. Correcting inaccurate information quickly helps improve the user experience and ensures we provide accurate details.

Please reach out to us with more details. Sharing the product page, the incorrect information, and any issues you've encountered clearly will help speed up the process.

You can contact us through the following channels: WhatsApp: +90 850 252 40 18 Email: global.support@hepsiburada.com

Our team will review your feedback and get back to you as soon as possible.

The FIN code is the personal identification number found on the ID card of Azerbaijan, also known by its former name, PIN. This unique code is a number provided by law that allows for the identification of an individual’s personal information.

The FIN code is required to use the Smart Customs service. It is mandatory to enter this code correctly during the customs process of international orders. Incorrect or missing codes may cause delays in processing the orders.

If you encounter any issues with your FIN code or need assistance, you can reach us through the following channels:

WhatsApp: +90 850 252 40 18
Email: global.support@hepsiburada.com

The identity card number and FIN code are located on the front side of the ID card. The card number consists of 8 digits, and the FIN code consists of 7 characters (letters and numbers from the English alphabet, excluding "I" and "O"). The FIN code on the card is the first seven characters of the last eight characters displayed on the last line. Example: The 7 red characters on the identity card ("94FMDDD") are the FIN codes, and the last character, "4," is not considered.

You can enter the FIN code in the 'My Addresses' section under the 'Addresses' tab when adding a new address, or while adding a new address during the checkout process. You can always update the FIN code in any address you have added before.

Important notice: To place an order to Azerbaijan via global.hepsiburada.com, it is mandatory to add the FIN code.

The Smart Customs approval is for personal use only and must be obtained by the person placing the order. If the FIN code of the person placing the order does not match the FIN code of the person receiving the Smart Customs approval, the order will be canceled. Therefore, a FIN code belonging to someone else cannot be used.

To register for the Smart Customs system, you must first have a FİN code, which is a unique identification number for Azerbaijani citizens. The registration process can be completed through the official website or mobile application of the State Customs Committee of Azerbaijan.

You need to visit the official website or download the mobile application and fill out the membership registration form. Enter the required information (first name, last name, FİN code, contact details, etc.) accurately and completely. After your membership is approved, you can log in to the system and declare your international orders through the Smart Customs system. Using the Smart Customs app, you can easily track the customs process of your international orders and give the necessary approvals. For more information, you can visit the official website of the State Customs Committee.

When your orders arrive at the warehouse, a Tracking Number will be sent to you for the declaration process. A separate Tracking Number will be given for each parcel. Using the Smart Customs application, you can create a declaration based on this Tracking Number and the provided information. It is mandatory to create a declaration for products ordered from abroad via the Smart Customs application; parcels without a declaration cannot be shipped. In order to give Smart Customs approval, the person placing the order must be 18 years or older. For detailed information on using the application, you can visit the official website and social media accounts of the State Customs Committee.

The Smart Customs application is a system developed to facilitate customs procedures digitally during the entry of international orders into the country via post and cargo. This application allows individuals to bring products for personal use within certain limits when shopping abroad. The primary goal of the application is to speed up and make customs procedures more transparent for international purchases.

The order owner is required to declare the ordered products by processing them through the Smart Customs application. In this system, individuals aged 18 and above must provide their identity details and FIN code to give approval for completing the customs procedures. The application only applies to imports for personal use and does not cover products for commercial purposes.

Receiving Smart Customs approval is critical to ensure the smooth delivery of the order. If the person who placed the order and the FIN code do not match or if the necessary approvals are not obtained, the order may be canceled or held at customs. For more information and up-to-date rules regarding the Smart Customs application, you can visit the official website and social media accounts of the State Customs Committee.

What should I do if I have given Smart Customs (Akıllı Gümrük) approval, but it’s not showing?

After giving Smart Customs approval, if it doesn't appear in the system, it may be due to some technical delays. In this case, we recommend waiting a few minutes and refreshing the page to check again. If it still doesn’t appear, there might be a temporary issue with the Smart Customs system. If the issue persists, check the information you entered in the Smart Customs system to ensure its accuracy and try again.

What should I do if my customs approval code is not showing in my Smart Customs (Akıllı Gümrük) account?

If your customs approval code is not showing in your Smart Customs account, it could be due to a technical issue in the system. First, verify that the information you provided for approval is correct. Make sure that the code you approved is correct and that your FİN code details have been entered completely. If the issue continues, you can check your transaction history using the Smart Customs system and request assistance from the relevant authorities to resolve the problem.

What should I do if I exceeded my Smart Customs (Akıllı Gümrük) approval quota?

There is a specific approval quota in the Smart Customs system. If you have exceeded this quota, you cannot provide additional approval with the same FİN code, and no further actions can be taken on the system. We suggest contacting Smart Customs authorities for more information about the approval quota or to resolve the issue.

You can also contact us for assistance:

WhatsApp: +90 850 252 40 18
Email: global.support@hepsiburada.com

After the Smart Customs approval is granted, your order will complete its customs procedures and your products will be handed over to the domestic courier company. The delivery time of your package may vary depending on your region and the delivery process of the courier company. You can track the delivery process in detail in the "My Account - My Orders" page under the shipping tracking section.

If you experience a delay in delivery or need additional information, you can contact us through the following channels:

WhatsApp: +90 850 252 40 18
E-mail: global.support@hepsiburada.com

The Smart Customs (Akıllı Gümrük) approval is for personal use and must be obtained by the person who places the order. If the FIN code of the person placing the order does not match the FIN code of the person receiving the Smart Customs approval, the order will be canceled. Additionally, the person must be over 18 years old to obtain Smart Customs approval.

If you experience any issues with your order, you can contact us:

WhatsApp: +90 850 252 40 18
Email: global.support@hepsiburada.com

There are a few important things to keep in mind when placing an order. First, make sure the accuracy of your membership information, such as your address, phone number, and FİN code. Missing or incorrect information can cause delays in the delivery process. You can update or verify this information by going to the 'My Account' - 'My Addresses' section.

Before ordering your products, check your cart and ensure that you have selected the correct delivery address to avoid any issues during delivery. Especially for orders to Azerbaijan, it is mandatory to enter the FİN code correctly and completely. Without this code, the order cannot be delivered.

During the payment step, make sure you enter your credit or debit card information correctly. Also, to avoid missing any campaign or coupon opportunities, check the "Use Coupon" button on the Cart page while placing your order.

Before completing your order, review all the information for accuracy. Once you’re sure the delivery address, billing information, and payment method are correct, click the "Confirm Payment" button to complete your order.

If you encounter any issues or need assistance, you can reach us through the following channels: WhatsApp: +90 850 252 40 18 Email: global.support@hepsiburada.com

After your order is created, you can track the process from the 'My Account' - 'My Orders' page and access the updated delivery information.

Due to customs regulations and FIN code verification, you can only purchase one unit of the same product, even if separate orders are created. This regulation is applied to manage import processes and ensure compliance with legal requirements.

If you wish to reorder the same product, your previous order must be completed or received first. Customs regulations apply to each order, and verification is carried out via the FİN code.

If you encounter any other issues during the ordering process or need assistance, you can contact us through the following channels for support:

WhatsApp: +90 850 252 40 18
Email: global.support@hepsiburada.com

To add an address to your account, go to 'My Account' > 'My Addresses' > 'Add New Address'. On this screen, you need to select your city and region from the available list. After that, there will be a field where you can enter your full address.

If you notice that your region is not listed or you encounter an error while adding your address, you can contact us so we can resolve the issue quickly. You can use the following channels for support:

WhatsApp: +90 850 252 40 18
Email: global.support@hepsiburada.com

If you haven't placed your order yet, you can go to the 'My Addresses' section on the membership screen and update your FIN code information.

However, after completing the order, it is not possible to change the FIN code. In this case, you need to cancel the order. To cancel, go to the 'My Orders' page and click the 'Cancel' button next to the relevant order.

If you encounter any issues during the cancellation process or need assistance, you can contact us:

WhatsApp: +90 850 252 40 18
Email: global.support@hepsiburada.com

Placing an order on Hepsiburada Global is very easy. First, you can take advantage of discounted products and campaigns by registering for free on our platform. To register, click on the "My Account" tab in the top right corner of the homepage and select the "Sign Up" button. After filling out the registration form completely, click the "Register" button to complete your membership.

To place an order for a product you like, click the "Add to Cart" button on the product page. After adding the products, go to the "My Cart" page and click the "Complete Purchase" button. This will redirect you to the delivery information page. Fill in your delivery and billing addresses completely.

Then, proceed to the payment step and enter your credit or debit card information accurately. After filling in your payment details correctly, double-check all the information before confirming your order. If needed, make any changes during this step, and once you are sure everything is correct, click the "Confirm Payment" button to complete your order.

If you encounter any issues while placing your order, you can always contact us: 

WhatsApp: +90 850 252 40 18 

Email: global.support@hepsiburada.com

Once your order is placed, you can track the delivery process from the "My Account - My Orders" page and receive your products without any issues.

There could be several reasons why you cannot add new products to your cart. If the product is out of stock or available in limited quantities, you may not be able to add more than a certain amount to your cart. Additionally, since the stock status of some products may vary, we recommend checking the stock information on the product page.

Please also note that due to customs regulations and the FIN code verification, you cannot add multiple quantities of the same product in the same month. This rule applies even in different orders, allowing you to purchase only one unit of the same product. Therefore, if you cannot add the same product to your cart, it may be because you have previously ordered this product.

If you are still facing issues or need additional information, please feel free to contact us:

WhatsApp: +90 850 252 40 18
Email: global.support@hepsiburada.com

You can place an order on Hepsiburada Global using your email address without being a member. During the ordering process, simply enter your email address and fill in your payment and delivery details. However, please keep in mind that by shopping as a member, you can take advantage of many benefits.

When you order as a member, you can easily track your orders and view their current status in real-time. You will be the first to know about campaigns and discounts, and you can benefit from exclusive offers. You can view the coupons you have earned in your account and use them in future purchases. Additionally, by saving your address and payment methods, you can shop more quickly.

If you'd like to make your shopping experience more enjoyable and easier, you can sign up for a free membership. To become a member, click the "My Account" tab at the top right of the homepage and click the "Sign Up" button to register quickly.

If you encounter any issues or need assistance, you can contact us:

WhatsApp: +90 850 252 40 18
Email: global.support@hepsiburada.com

You can only place your order through the Hepsiburada Global website or mobile application. There is no option to place an order through a customer service representative. When placing an order on the website or application, you can easily complete the process by securely entering your address and payment information.

If you need assistance during the ordering process, you can always reach us:

WhatsApp: +90 850 252 40 18
Email: global.support@hepsiburada.com

Due to occasional short-term connection issues with banks, your order may not be created. In this case, you can follow the steps below:

If you are unable to access your order, please contact your bank to check if a payment or authorization has been processed from your credit card.

If the payment has been taken from your card but you cannot view your order, please contact us with your payment receipt for verification of the charged amount.

Your transaction will be reviewed by our Finance Department, and you will be contacted afterward.

If you would like more detailed information, you can reach us via WhatsApp: +90 850 252 40 18.

Shopping from Hepsiburada Global is protected by Hepsiburada's guarantee. Your orders will be delivered securely to your specified delivery address or chosen delivery point without any additional customs fees.

All necessary precautions are taken to ensure the security of your information during payment transactions, ensuring a smooth and safe shopping experience.

If you have any questions regarding your purchase or need assistance, you can contact us through the following channels:

WhatsApp: +90 850 252 40 18
Email: global.support@hepsiburada.com

Due to connection issues during the order creation process, an excess amount may have been charged to your credit card. Although this is rare, it can happen. To investigate the issue, you can contact us via WhatsApp at +90 850 252 40 18, providing the transaction date, amount, and payment receipt details. Our relevant departments will review the issue, and if an overcharge is detected, your payment will be refunded to your card as soon as possible. For assistance and further information, feel free to contact us anytime.

If you are experiencing an issue during the payment process after adding the product to your cart, the following situations might be the cause:

Stock Status: The product’s stock status may have changed, and it might be out of stock. 

Payment Issues: There may be a problem with the payment system or your payment method. 

Browser Issues: If you encounter an error during the order process, it could be related to browser settings or cookies. First, clear your browser’s cookies and history and try the process again. If the issue persists, try using a different browser.

Other issues may be related to the following:

Card Information: Your credit or debit card information may be incorrect/incomplete, or there may be insufficient funds in your account. 

3D Secure: If you are making a payment with 3D Secure, your registered phone number may be outdated. 

Order Amount: The order amount should match the amount you are paying. There may also be a temporary system issue.

Additionally: 

If the “Confirm Order” Button is Inactive: If you receive a message like "Payment options will appear after you enter the missing details for your cart" or "There are missing details in the selected address," you need to complete your delivery and billing information.

Also: 

If You Receive a Missing Information Alert: If you receive the "There are missing details in the selected address" alert, complete the missing information from the “Edit Address” step. For the "Payment options will appear after you enter the missing details for your cart" alert, enter the required information from the “Add Billing Address” step. For support, you can reach us via WhatsApp: +90 850 252 40 18.

Our current systems only accept payments made with credit or debit cards. Cash on delivery is not available as a payment option. You can complete your order by securely entering your card details during the payment process.

If you need assistance during the payment process, feel free to contact us:

WhatsApp: +90 850 252 40 18
Email: global.support@hepsiburada.com

Once the payment is completed, the payment method cannot be changed. If you wish to cancel your order, you can do so by clicking the 'Cancel' button in the 'My Account - My Orders' section, if the button is active.

If the 'Cancel' button is not visible, the order cannot be canceled. In this case, after the package is delivered to you, you can request a return for the product.

If you encounter any issues or need assistance, feel free to contact us via the following channels:

WhatsApp: +90 850 252 40 18
Email: global.support@hepsiburada.com

Unfortunately, due to our system, product exchanges are not possible. However, you can return the product you purchased, and if the product you want is in stock, you can place a new order. For details about the return process, you can visit the "My Account - My Orders" section and create a return request. If you need assistance or further information, feel free to contact us:

WhatsApp: +90 850 252 40 18
Email: global.support@hepsiburada.com

Since the payment for your order is processed at the time of order placement, it is not possible to add products to an existing order afterward. Each order is completed along with the payment and invoicing process, so it is not possible to make any additions. You can create a new order to purchase any additional products you need.

If you have any questions regarding the order process or need assistance, feel free to contact us:

WhatsApp: +90 850 252 40 18
Email: global.support@hepsiburada.com

If you believe there has been a change in your order without your knowledge and you would like this issue to be resolved, please contact us as soon as possible. It is important to share your order details so that we can review the issue in detail and take the necessary steps.

You can reach us through the following channels:

WhatsApp: +90 850 252 40 18
E-mail: global.support@hepsiburada.com

The proforma invoice for the product you purchased will be sent along with the product. If you have any other requests regarding the invoice, you can contact us through the following channels:

Email: global.support@hepsiburada.com
WhatsApp: +90 850 252 40 18

The product prices on Hepsiburada Global are calculated including customs duties, so you won't need to pay any additional customs fees when making a purchase.

If you need more information or support, you can reach us through the following channels:

Email: global.support@hepsiburada.com
WhatsApp: +90 850 252 40 18

According to the customs regulations of the delivery country, the customs duties applied to your order are calculated by Hepsiburada Global. During the payment step, all costs, including delivery and customs fees, are included in the final amount. After placing your order, you won’t need to pay any additional fees apart from the specified amount. The amount shown during the payment process on Hepsiburada Global is the final fee, and no extra payment will be required.

If you have any questions or need assistance, you can contact us through:

WhatsApp: +90 850 252 40 18
Email: global.support@hepsiburada.com

Your orders' customs procedures are carefully handled by Hepsiburada Global's trusted solution partners. On our platform, no products that do not comply with customs regulations and legal requirements are sold. Each order is checked and shipped in accordance with the customs rules of the relevant country.

To prevent any potential issues during customs processes, all products are sent with the necessary documents and information. Due to import regulations, additional information may be required in certain cases; in such a situation, you will be informed accordingly.

If you encounter any issues or need information about the process, you can contact us:

WhatsApp: +90 850 252 40 18
Email: global.support@hepsiburada.com

As Hepsiburada Global, we are with you every step of the way to ensure your orders reach you smoothly.

Home delivery is available to most parts of Baku. In Azerbaijan, you can choose home delivery if it's available for the address you entered. If home delivery is not available in your area, the system will not show this option and will provide you with the most suitable pickup point.

To check if home delivery is available to your address, you can enter your address information during the order process and view the available delivery options. If you need assistance, you can contact us:

WhatsApp: +90 850 252 40 18
Email: global.support@hepsiburada.com

It is important to open and check your package in the presence of the delivery person when your order is delivered. Even if there is no issue with the package's packaging, it is recommended to check the contents.

What should you do if there is damage or missing items in the package or contents?

You can create a return request within 14 days using the "My Account - My Orders" page and selecting "Product arrived damaged" under the "Returns and Other Requests" section.
Don't forget to attach the photo of the delivery report to your request.
If you need more information or assistance, you can contact us through the following channels:

Email: global.support@hepsiburada.com
WhatsApp: +90 850 252 40 18

Once the order is confirmed, changes to the delivery address cannot be made. When your order is shipped, the delivery process begins, and address changes will no longer be possible. However, you can contact the shipping company to get information about the delivery process and check for alternative delivery options (such as redirecting to a delivery point) if available.

For assistance or additional information, you can contact us:

WhatsApp: +90 850 252 40 18
Email: global.support@hepsiburada.com

Due to reasons such as delayed delivery information from courier companies or delayed system updates, the delivery information may not appear immediately in the system even though your order has been delivered. Although such situations are undesirable, they may occur from time to time.

For more detailed information or to resolve the issue, you can contact us via WhatsApp at +90 850 252 40 18.

You can track the shipping date of your product on the "My Account - My Orders" page. After your order is confirmed, the product is prepared, the invoice is issued, and then it is handed over to the courier. You can view this process step by step on the "My Orders" page and track the current status of your order.

As the status of your order changes, the order status will be updated. When the product is packaged and handed over to the courier, this information will be visible on the "My Orders" page, and you will be informed about the delivery date.

The delivery time of your package may vary depending on the delivery address and the delivery process of the shipping company. Urban deliveries generally take a shorter time, while deliveries to suburban or distant areas may take longer. After your order is shipped, the estimated delivery time can be viewed in the "My Account - My Orders" section.

Additionally, in order to ensure timely delivery of your order, you must provide the Smart Customs approval as soon as you receive the notification. After the customs approval process is completed, your order will be handed over to the shipping company, and the delivery process will begin.

You can track your shipment in real-time from the tracking section of the "My Account - My Orders" page and learn the current status of your package. The estimated delivery date will be provided to you once your order has been shipped.

If you experience any delays or issues, you can reach us for support via the following channels:

WhatsApp: +90 850 252 40 18
Email: global.support@hepsiburada.com

 

To track your order, go to the "My Account - My Orders" page, where you can easily view the current status of your order. On this page, you can track the progress of your order step by step (e.g., preparing, shipped, being delivered, etc.).

Once your package is handed over to the courier, you will be assigned a tracking number. You can use this number to check the current status of your shipment on the courier's tracking page.

If you experience any delays or issues, feel free to contact us for assistance:

WhatsApp: +90 850 252 40 18
Email: global.support@hepsiburada.com

Your tracking number is generated once your order is shipped. When your order has been dispatched, you can view the tracking number by going to the "My Account - My Orders" page. By clicking on the "Track Shipment" link on this page, you can easily follow the real-time status and delivery process of your shipment.

If you have any questions, you can contact us:

WhatsApp: +90 850 252 40 18
Email: global.support@hepsiburada.com

Even though your order appears as "delivered" in the cargo tracking system, if it hasn't reached your address, it could be due to a system error in the delivery company's records or there might be another step in the delivery process.

Please double-check the delivery address provided during the order and the delivery point you selected through the "My Account - My Orders - Cargo Tracking" page. The details of the delivery company will be listed here.

If your cargo still hasn't reached you, please contact us through the following channels so we can investigate the issue and find a solution:

WhatsApp: +90 850 252 40 18
Email: global.support@hepsiburada.com

We are here to assist you!

Orders are delivered to the delivery address entered during the order process. To view the delivery details of your shipment, go to the "My Orders" section in the Membership menu, select the relevant order, and click the "Track Shipment" button.

If your order has been delivered to an address different from the one you specified, you can contact us through the following channels:

Email: global.support@hepsiburada.com
WhatsApp: +90 850 252 40 18

All products offered on Hepsiburada Global are 100% original. This includes products on sale and discounted items, all of which must be original.

The sale of illegally counterfeited, manufactured, or fake products is strictly prohibited on our platform. Sellers opening stores on Hepsiburada Global are carefully selected and are responsible for ensuring that the products they offer to our customers are original.

All products are guaranteed and invoiced by official distributors, importers, or manufacturers. Our company takes all necessary commercial and legal measures to prevent the sale of non-original products.

Despite our careful selection of sellers and suppliers, if our customers have doubts about the originality of products purchased from our platform, we kindly ask them to contact us so that we can conduct the necessary investigations.

If you need further assistance regarding your order, you can reach us through the following channels:

Email: global.support@hepsiburada.com
WhatsApp: +90 850 252 40 18

None of the products offered for sale on Hepsiburada Global are used. All products on our platform are guaranteed by the official distributor, importer, or manufacturer and are sent to you in their original packaging.

If you need more details or assistance regarding your order, you can create a return request from the "My Orders" page within 14 days or contact us via WhatsApp:

WhatsApp: +90 850 252 40 18

If there is damage or a missing item in the package or content, what should you do?

Go to the "Returns and Other Requests" section on the "My Account - My Orders" page and use the "My product arrived damaged" option to create a return request within 14 days.
If you need more information or support, you can contact us through the following channels:

Email: global.support@hepsiburada.com
WhatsApp: +90 850 252 40 18

You must check your package during the delivery of your order. If the package is damaged, do not accept the delivery. Even if the package appears undamaged, it is important to open it in the presence of the courier and check its contents.

Firstly, make sure that all related components or accessories of the product you purchased are included.

If any items or components are missing, take a photo or video of the product and create a return request within 14 days. If you believe there are missing items or components in your delivered order, contact us as soon as possible after the delivery date with the product’s photo or video through the following channels:
Email: global.support@hepsiburada.com
WhatsApp: +90 850 252 40 18

You must check your package during the delivery of your order. If the package is damaged, do not accept the delivery. Even if the package appears undamaged, it is important to open it in the presence of the courier and check its contents.

Firstly, verify that all related components and accessories are included in the product. If you notice any damage or missing items while the courier is present, you need to request a Damage Assessment Report.

With this report, take a photo or video of the delivered product and contact us as soon as possible after the delivery date through the following channels:
Email: global.support@hepsiburada.com
WhatsApp: +90 850 252 40 18

When submitting your request, don’t forget to attach the report image to your application. Your request will be reviewed and evaluated by our relevant department.

 

If you encounter a product in your shipment that does not belong to you, you can create a return request within 14 days from the date the product was delivered to you. You can initiate the return process through the Return Requests section in the My Account - My Orders page.

For additional information or support, you can contact us:
Email: global.support@hepsiburada.com
WhatsApp: +90 850 252 40 18

If the box is empty or you encounter a product that does not belong to you, you can create a return request within 14 days from the date the product was delivered to you. You can initiate the return process through the Return Requests section on the My Account - My Orders page.

For additional information or support, you can contact us:
Email: global.support@hepsiburada.com
WhatsApp: +90 850 252 40 18

If you believe your order has been directed to or delivered to the wrong delivery point, we kindly ask you to contact us as soon as possible to report the situation.

To assist you, you can reach us via the following channel:

WhatsApp: +90 850 252 40 18

You can find the address details of the delivery point on the "My Orders" page. To check the exact location of the delivery point you selected while placing your order, you can also visit the shipping company's website.

If you have difficulty reaching the delivery point, we would be happy to assist you. You can contact us via the following channel:

WhatsApp: +90 850 252 40 18

Although rare, such a situation can occur. If your order cannot be picked up at the delivery point or is lost, we kindly ask you to contact us so we can assist you as quickly as possible.

First, we recommend checking the shipping tracking information on the "My Orders" page to review the current status of your order. Sometimes the tracking information may be delayed in updating after it has reached the delivery point. If you cannot find your order at the delivery point or experience an issue when trying to pick it up, you can contact us through the following channels for assistance:

Email: global.support@hepsiburada.com
WhatsApp: +90 850 252 40 18
Our customer service will review the situation at the delivery point, contact the shipping company, and get back to you as soon as possible.

If you are unable to go to the delivery point within Azerbaijan's borders to pick up your order, you can grant power of attorney to someone else to collect it on your behalf. To do this, log in to your account with the shipping company, go to the "Powers of Attorney" section, and enter the identity information of the person you want to authorize, then assign them the power of attorney.

The person you have given power of attorney to can go to the delivery point with your customer code and their own ID card to collect your order. You can also visit the shipping company's website to check the delivery details.

There is no limit to the number of people you can grant power of attorney to; you can assign power of attorney to as many people as you wish.

You can go to the delivery point you selected to collect your order and pick it up without paying any additional fees. To ensure a smooth delivery process, it is important to have your order number with you.

At some delivery points, identity verification may also be required, so it may be useful to carry your ID card to prove that the order belongs to you. You can pick up your order from the specified delivery point at the earliest time convenient for you.

If you need additional information or assistance with the delivery, you can contact us through the following channel:

WhatsApp: +90 850 252 40 18

You can track the delivery status of your order through the shipping tracking information on the "My Orders" page. Here, you will find information about whether your order has reached the delivery address or the delivery point.

If you need further information or assistance, you can contact us through the following channel:

WhatsApp: +90 850 252 40 18

We are continuously working to expand our delivery network and making improvements to provide service to more regions. Currently, your area may be outside of the home delivery zone, but our relevant teams are evaluating the possibility of including your area in the coverage.

If your area is open to home delivery service, you can select the home delivery option during the address selection process. The system will automatically display the available delivery options for your area.

For any questions or requests, feel free to contact us: 

WhatsApp: +90 850 252 40 18
Email: global.support@hepsiburada.com

Some special areas are outside the service area of the courier companies, which is why the home delivery option is not available. If there is no branch of the courier company in your area, your order will be redirected to the nearest delivery point, and you will need to pick it up from there.

If you need more information about delivery options, feel free to contact us:

WhatsApp: +90 850 252 40 18

After your order reaches the customs in Azerbaijan, the distribution is carried out by the contracted courier company. Changing the courier company is not possible. However, when placing your order, you can choose to have your product delivered to a "pickup point." This option ensures that your package is delivered to you at the most convenient time and safely.

If you would like more detailed information about the delivery process, feel free to contact us:

WhatsApp: +90 850 252 40 18

To ensure you can safely receive the products you purchase from Hepsiburada Global, we provide fixed delivery addresses located in different regions of Azerbaijan. These points are chosen to ensure your packages are delivered to you in the fastest and safest way possible.

The delivery addresses have been carefully selected to make your ordering process easier and to offer flexible delivery options. By choosing the delivery point closest to you, you can ensure that your package is delivered securely and at a time that is convenient for you.

If you have any questions about the delivery process or need assistance, we are always here to help. You can reach us through the following channels for support:

Email: global.support@hepsiburada.com
WhatsApp: +90 850 252 40 18

The delivery date cannot be changed through Hepsiburada Global. However, once your order is handed over to the local courier company, the delivery process will be managed by the courier company. At this point, we recommend contacting the relevant courier company to communicate any changes or special requests regarding the delivery.

Once you contact the courier company, you can get information about the status of your package and, if possible, make arrangements regarding the delivery.

In our delivery process, your order will be directed to the delivery address you specified while placing the order and will be delivered to your address by the courier company. In the standard delivery procedure, the shipment is made directly to the address you provided.

However, during the order process, you may choose to have your order left at a pickup point from the options offered to you. This option allows you to pick up your package at a more convenient time and from the most suitable delivery point.

Once your order reaches Azerbaijan, the distribution process will be carried out by the contracted courier company, and unfortunately, changing the courier company is not possible. If you prefer to pick up your order from a branch, you need to select an appropriate delivery point while placing your order.

If you would like more information about the delivery process or the status of your shipment, you can always contact us:

WhatsApp: +90 850 252 40 18

Your orders are directed to a single delivery address specified during the order creation. Unfortunately, it is not possible to ship products from the same order to different addresses.

If you want to have your products delivered to different addresses, you need to place separate orders for each address. This way, you can ensure that each product is directed to the correct address.

For more information about the delivery process, you can contact us:

WhatsApp: +90 850 252 40 18

Each order is tracked separately due to different characteristics such as the seller, delivery type, delivery time, billing/shipping address, product type, size, and volume. Therefore, even if the address details are the same, orders are not combined into a single shipment and are sent separately to your address according to each order.

If you would like more information about the delivery process, you can reach us through the following channels:

WhatsApp: +90 850 252 40 18

FIN is the Personal Identification Number of the ID card (formerly called PIN). Personal identification number is a unique code provided in accordance with the law, which allows to identify the information about a person entered in the state register. It is necessary to have FIN Code to use “Smart Customs”.

With the Smart Customs application, it has become mandatory for individuals to declare their overseas orders via mail and carriers. In order to give approval through the Smart Customs application, the person placing the order must be older than 18 years old. You can find detailed information on the use of the Smart Customs application on the official website of the State Customs Commission and social media accounts.

After your orders are placed in warehouses, product information and "Tracking ID" will be sent to you in the "Waiting for Statement" section." Tracking ID" is presented differently for each parcel. Using the Smart Customs application, you can create a declaration according to the Tracking Number and the information given to you. It is important to create a declaration in the Smart customs application for the goods ordered from abroad, and it is not possible to transport the parcels without a declaration. In order to give approval through the Smart Customs application, the person placing the order must be 18 years or older.

The ID card number and FIN code are located on the front of the photo card. The card number consists of 8 digits and the FIN code consists of 7 characters (letters and numbers of the English alphabet, except for the letters "I" and "O"). The FIN code of the card is the first seven of the last eight characters shown in the last line.

Example: 7 characters ("94FMDDD") in red on the ID card are FIN-codes, and the last character - the number "4" is not taken into account.

• 

The FIN Code can be added to the system via "Addresses" section while adding a new address into the profile. It also could be done at "Purchase Steps" whilst creating a new address. It is always possible to change the FIN Code that has been already added to an address.

Note: It is obligatory to add FIN Code to place an order via global.hepsiburada.com Azerbaijan.

The refund for a product you cancelled may be reflected on your card within 7 business days, depending on your bank’s processing time. If you cancelled the order on the same day, the bank may directly cancel the payment transaction, and you might not see the refund amount immediately in your card activity. In such cases, there is no need to worry; you can check your card balance to track the refunded amount.

For a product you returned, the refund process starts after the item reaches the return warehouse and is inspected. If the product meets the return conditions, the return is approved. Once approved, the refund will be reflected on your card within 7 business days, depending on your bank’s processing time.

If you think there’s an issue with the return process, feel free to reach out to us:

WhatsApp: +90 850 252 40 18

You can follow a few simple steps to check the status of your return request. The easiest way to get detailed information about your request is to log into your account and track your request:

Through the app: After logging into the Hepsiburada app, go to the "My Questions and Requests" section to check the status of your return request. Here, all details regarding the return process, the stages of your request, and updates will be available.

Through the website: By logging into our website, you can access the "My Requests" page. In this section, you can see details such as the status of your return request, its current stage, and whether any additional information is needed.

Along with the up-to-date information about the status of your return request, the approval processes and whether any further action is required will also be mentioned on these pages. If there is any delay in evaluating your request or if you have any additional questions, feel free to contact us at any time:

Email: global.support@hepsiburada.com
WhatsApp: +90 850 252 40 18

Our team will assist you with your return process as soon as possible.

The approval process for your return request may vary depending on the seller, product type, and warranty conditions. Since return criteria are different for each product, your request may have been rejected because it did not meet these criteria.

If you believe that the rejection of your return request was a mistake, you can contact us through the following channels to request support for us to review the situation:

Email: global.support@hepsiburada.com
WhatsApp: +90 850 252 40 18 (WhatsApp link)

We will review your request and get back to you as soon as possible.

Your product may have been canceled due to unavailability. Stock shortages or issues in the supply chain can lead to this situation. In the case of an order cancellation, a cancellation notification will be sent to the email address registered in your account.

Additionally, bulk or multiple orders may also result in cancellations. If orders are placed under different usernames, nicknames, identities, or contact information, but the billing address, delivery address, payment details, business name, tax number, etc. are the same, Hepsiburada Global reserves the right to cancel the orders. Such actions may be considered fraud or commercial bulk orders and can be canceled.

Your order may also have been canceled due to a payment-related issue. Incorrect card details, insufficient balance, or transactions not approved by your bank can lead to order cancellation.

For more information, you can reach us through the following channel:

WhatsApp: +90 850 252 40 18

Even if the card you made the payment with is inactive or closed, the refund can still be processed smoothly to your card. According to banking regulations, refunds can be processed to closed or inactive cards. Once the refund process is completed, a refund receipt will be sent to you.

You can use this receipt to follow up on the process with your bank. Your bank will either transfer the refunded amount to your current active account or offer a solution and evaluate the situation. We recommend contacting your bank to expedite the approval process and transfer of the refund to your account.

If you need further assistance with the refund process, feel free to contact us through the following channels:

WhatsApp: +90 850 252 40 18

If your order is in the "Order Received" status, you can cancel it. To do so, go to the "My Orders" page under the "My Account" menu and view the details of the relevant order. Then, you can complete the cancellation process by clicking the "Cancel" button.

If the "Cancel" button is not visible, your order may have been shipped. In this case, you can start the return process once the product reaches you. For help and detailed information, you can contact us:

WhatsApp: +90 850 252 40 18

Changing product is not allowed. You should return your product and make a re-order if adequate stock is available.

Return on delivery is not allowed however, in some special cases, you may return/reject the delivery without opening the package.

Your order may be cancelled because of either payment related issues or non-procurability. Information about this cancellation is sent to the order owner's email address that is registered at the time of sign up. We recommend you to keep your personal information updated at your bank and Hepsiburada Global account for the confirmation of the order by your bank.

After your return request is accepted, refund is made to the bank account which you used at the payment step automatically within 3 business days. If you concern that refund is incomplete, please contact us via global.support@hepsiburada.com.

Product reviews on Hepsiburada Global are evaluated through a review process based on certain criteria. Approved reviews are published on the relevant product page. The time it takes for reviews to be published can vary depending on the evaluation process and the ranking of reviews.

To track the status of your reviews, go to the 'My Account - My Reviews' section, where you can access your approved or pending reviews.

Review approval criteria:

Should not contain insults, slang, or obscene language.

Should not be mocking, provocative, or threatening.

Should not contain health claims (e.g., treating or being effective for diseases).

Should not include expressions that create unfair competition.

Should not violate personal data.

Should not contain links, ads, redirects to other sites, or comparisons.

Should not promote illegal activity or encourage unlawful situations, and must comply with regulations.

Should not include comments regarding seller reviews, defective/missing products, wrong product shipment, delivery, packaging, and product authenticity.

Should avoid asking questions or providing price information in the review.

Reviews that meet these criteria will be published after evaluation. If your review has not been published yet or you need help understanding the process, you can contact us through the following channels:

WhatsApp: +90 850 252 40 18
Email: global.support@hepsiburada.com

"Hepsiburada Global is committed to protecting the confidentiality, integrity, and availability of information within the framework of the TS ISO/IEC 27001 Information Security Management System (ISMS) standard. As an organization, we regularly plan, implement, monitor, and improve our information security goals and activities.

If you have received an email, SMS, or notification regarding an order that does not belong to you, this may be due to incorrect entry of user information or incorrect recording of contact details. In such cases, we recommend that you contact us immediately to protect your personal information and contact details and to investigate the issue promptly.

By reaching out to us, you can prevent these misdirected notifications from being sent to you and initiate the necessary investigations through the following channels:

WhatsApp: +90 850 252 40 18
Our team will identify the source of the issue and take the necessary steps to ensure that incorrect notifications reaching you are corrected. You can be assured that we have taken all necessary precautions to ensure your information security.

To access and update your account information, you can follow these steps on the website and mobile app:

Website:
After logging into your account, go to Account > Profile, where you can view and update your personal information.

Mobile App:
In the mobile app, go to Account > Settings > User Information to review your account details and make any desired changes.

Keeping your personal information up to date is important for the smooth processing of your orders and to take advantage of personalized campaigns. If you need help or additional information, you can reach us via the following channel:

WhatsApp: +90 850 252 40 18

You can contact our customer service team for your questions and requests via WhatsApp at +90 850 252 40 18 during weekdays, between 09:00 AM and 06:00 PM (Azerbaijan local time). Our team will assist you with your orders and any other concerns as quickly as possible.

Additionally, you can always reach us through the "Contact Us" system, which is available 24/7 on our website. Through this system, you can easily submit your requests and receive feedback regarding your situation.

We are here for any questions or support you may need!

Becoming a member of Hepsiburada Global is fast, easy, and completely free. As a member, you can be the first to know about campaigns, discounts, and exclusive offers, and enjoy a pleasant shopping experience. You can follow the steps below to complete the membership process:

First, click on the "My Account" tab located at the top right corner of the homepage of our website or mobile app. From the menu that opens, click on the "Sign Up" button to start the membership process. In the "Sign Up" form that appears, fill in your first name, last name, email address, and password completely. For security purposes, make sure your password is at least 8 characters long and includes a combination of uppercase and lowercase letters, numbers, or symbols.

After reviewing all your information, click the "Sign Up" button. A verification link will be sent to your email address to complete the membership process. You will need to click on the link in the email to verify your account. This step is important to ensure the security of your account.

After completing the email verification, you will see the message "Your membership has been successfully created." Now, as a Hepsiburada Global member, you can follow campaigns, discounts, and exclusive offers, and enjoy your shopping.

Once you complete your membership, you can log in to your account and manage your membership details and exclusive advantages from the "My Account" menu. If you experience any issues or need assistance, you can contact us via the following channels:

WhatsApp: +90 850 252 40 18
Email: global.support@hepsiburada.com

Take advantage of Hepsiburada Global membership and start enjoying advantageous shopping right away!

If you're having trouble with your membership or login, especially if you don't remember your username or password, you can use the "Forgot My Password" option to access your account. You can reset your password in 3 simple steps using the email address registered to your account.

First, go to the "My Account - Login" page on our website or mobile app. Click on the "Forgot My Password" button to begin the password reset process. Then, enter the email address you used to create your account and confirm it. A link will be sent to this email address to reset your password.

Click on the password reset link that arrives in your inbox. After clicking the link, you will be directed to a page where you can create a new password. For security reasons, ensure your new password is at least 8 characters long and contains letters, numbers, or symbols.

Once you create your new password, you can log in to your account and continue shopping securely.

If you don't receive the password reset email, we recommend checking your spam or junk email folder first. Make sure you entered the correct email address. If you encounter any issues, you can reach us through the following channels for assistance:

WhatsApp: +90 850 252 40 18
Email: global.support@hepsiburada.com

The Hepsiburada Global team is here to help resolve your membership and login issues as quickly as possible.
 

If you forget your password, you can reach your account again via 3-step password reset.

1- Click on 'forgot my password' under 'Login' page on the my account.

2- After you enter your registered email address and characters given for security purposes, you will receive a link in your email address.

3- You can create new password by clicking the link sent, and securely continue shopping by signing in.

You enjoy many advantages by signing up Hepsiburada Global.

- You receive benefits and news before others.

- You will be the first to hear about promotions, discounts etc. about your favorite products.

- You can view private offers under your account.

- You can track your orders and status of your requests under 'My Account'; view coupons and bonuses; make account settings such as information updates, change password and addresses.

 

Membership cancellation is carried out only with the approval based on the request of the membership holder. To cancel your membership, you can contact us via email at global.support@hepsiburada.com or through WhatsApp at +90 850 252 40 18 for assistance.

Please note that once a membership is canceled, it cannot be reactivated. However, you can create a new membership at any time. We are happy to assist you whenever you need help.

Membership cancellation is done with approval either for security reasons or based on the request of the membership holder. Unfortunately, a canceled membership cannot be reactivated. However, you can easily create a new membership.

To do this, click on the "My Account" menu on the homepage of our website or mobile app. From the menu that appears, select the "Login or Sign Up" option to create a new membership and continue your shopping from where you left off.

If you have any questions or need assistance, you can reach us via the following channels:

WhatsApp: +90 850 252 40 18
Email: global.support@hepsiburada.com