You can always reach us in writing through the following communication channels:

📱 WhatsApp Support Line: +33 6 62 62 63 22
You can easily contact our support team by clicking the WhatsApp link.

💬 Live Chat:
You can send us your requests and questions by clicking the chat icon on our website.

📧 Email: info@hepsikapinda-shop.com

Our customer representatives will review the requests and questions you submit and get back to you within 48 hours at the latest.

To provide faster and more effective support, we kindly ask you to submit your requests in writing.

🎙️ We can also get back to you with a voice message if necessary. Furthermore, if a phone call is required to resolve your request, our customer representatives will call you directly.

No. For purchases of €99.99 or more across Europe, your order is shipped with completely free shipping.
*Free for up to 15 kg across all categories.

No shipping, customs, or any additional fees are charged until your order is delivered. The amount you see in your cart is the final amount you have to pay.

You can shop with confidence at Hepsi Kapında and receive your order at your door without encountering any surprise costs.

We have a fixed pricing policy for countries outside Europe. If you wish, you can review the current rates in our Shipping and Delivery Policy.

In addition to all European Union countries, we also ship to other countries located in Europe.

🛒 Supermarket products are delivered within 3–21 business days following order confirmation, depending on real-time stock and supply availability.

❄️ For cold chain products, orders placed on Thursdays, Fridays, weekends, and public holidays are shipped on the next available business day, taking into account product readiness and transportation conditions.

📦 For other categories, the delivery time may extend up to 45 business days, depending on stock and supply availability.

🛋️ For furniture, personalized, and made-to-order products, the delivery time may extend up to 60 business days, depending on stock and production status.

📋 The delivery time for pre-order products is 21–60 business days.

🚚 If your order contains products from different categories, warehouses, or suppliers, your items may be shipped separately (in installments) depending on stock and supply availability. Therefore, your order may be delivered in multiple packages. No additional shipping fees are charged due to partial shipments.

Saturdays, Sundays, and public holidays are not included in the business day calculation. You can contact our customer service for detailed information about your order status.

Supermarket Category

1. Order Preparation
   Once your order is placed, your items are dispatched from various warehouses to our main warehouse.
2. Procurement Process
   For items not currently in stock, the procurement process is initiated.
3. Packaging and Partial Shipping
   Your items are carefully packaged. If the procurement process is delayed, available items may be shipped separately depending on the situation, or you may receive a refund for items that cannot be procured.
4. Final Delivery
   Once all checks are complete, your order is delivered to your address via Hepsi Kapında’s delivery vehicles or our partner courier companies, depending on your location.

Other Categories

1. Order Preparation
   Once your order is placed, our items are delivered to our Istanbul warehouse from our partner suppliers.
2. Export and European Shipping
   Your order is carefully prepared at our Istanbul warehouse, loaded onto our vehicles, and shipped to our France warehouse after completing the necessary export and customs clearance procedures.
3. France Warehouse and Quality Control
   Once the items arrive at our France warehouse, import, customs, and tax procedures are completed. The items then undergo quality control. Items found to be broken, damaged, or defective are not sent to customers; they are re-supplied when necessary.
4. Final Delivery
   Once all checks are complete, your order is delivered to your address via Hepsi Kapında’s delivery vehicles or our partner courier companies, depending on your location.

If you believe your order arrived incomplete, please first consider the delivery times and the fact that your order may be shipped in separate packages.

🛒 For supermarket products, the delivery time ranges from 3 to 21 business days from the order confirmation. This time may vary depending on the real-time stock status and the supply stage of the products.

❄️ To preserve the freshness and safety of cold chain products, orders placed on Thursday, Friday, weekends, and public holidays are shipped on the first available business day.

📦 For products in other categories, the delivery time may extend up to 45 business days, depending on stock and supply status.

🛋️ For furniture, personalized, and made-to-order products, the delivery time may extend up to 60 business days, depending on stock, production, and logistics processes.

📋 For pre-order products, the delivery time is generally between 21 and 45 business days. For furniture, personalized, or made-to-order pre-order products, this time may extend up to 60 business days.

🚚 If your order contains products from different categories or different suppliers, your products may be shipped in separate shipments (staggered delivery), depending on stock and supply status. Therefore, your order may arrive in multiple packages.

Products That Cannot Be Supplied

If a product cannot be supplied, the relevant product will be canceled, and the product price will be processed for a refund. The refund will be carried out within the framework of the conditions specified in our Refund, Cancellation, and Return Policy.

Yes. After receiving your order, if you notice any issue with the product, you must contact us via our WhatsApp Support Line on the day of delivery.

Our support team will share all the details regarding the return process with you and provide the necessary guidance.

Your return process must be completed within 14 days from the delivery date of the product. Returning the product unused, in resalable condition, and preferably in its original packaging will ensure that the process is completed more quickly.

Once your refund request is approved, the amount will be automatically credited to your FlyPay Wallet. Your FlyPay balance does not expire and can be used for future purchases at any time.

If you prefer your refund to be issued to the credit card or bank account you used for payment, the refund process may be completed within a maximum of 14 business days from the approval date.

This timeframe depends on the processing times of banks and payment institutions and is beyond the control of Hepsi Kapında.