Shipping and Delivery Policy

Last updated: 01.11.2026

At Hepsi Kapında, the following shipping and delivery conditions apply to ensure that your orders reach you safely and smoothly.

🌍 Countries We Deliver To

The shipping conditions and free shipping offer below apply to deliveries to the following countries:

Germany, Austria, Belgium, Bulgaria, Croatia, Denmark, Estonia, Finland, France, Greece, the Netherlands, Ireland, Spain, Sweden, Italy, Latvia, Lithuania, Luxembourg, Hungary, Monaco, Poland, Portugal, Romania, Slovakia, Slovenia and Czechia.

🚚 Shipping Fees

✅ Free Shipping

Across all categories, orders with a total product value of €99.99 or more after discounts qualify for free shipping for the first 15 kg of the total shipment weight.

⚖️ Orders Over 15 kg

For orders qualifying for the free shipping offer, the following additional fees apply according to the total shipment weight:

The stated fees apply to the weight bracket corresponding to the order’s total shipment weight, not per kilogram.

🌍 Other Countries

Standard shipping rates apply to deliveries to the following countries, regardless of the order value or product category. These countries are not included in the free shipping offer:

• Albania
• Liechtenstein
• Norway
• United Kingdom
• Switzerland

⚖️ Weight Calculation and Packaging Rules

Shipping fees are calculated automatically by the system based on the total shipment weight.

In addition to the products, the weight of boxes, foam, ice packs, insulation and other protective materials is also included. The shipment weight may therefore differ from the net weight indicated on the product.

The weight of packaging materials is included in both the 15 kg free shipping limit and the other weight brackets. For all orders, including those that do not qualify for free shipping, the weight used to calculate shipping and the applicable fee are displayed to the customer before payment is completed.

🚛 Delivery Times

Delivery times cover the period from order confirmation until the products are delivered to the customer. Saturdays, Sundays and public holidays are not counted as business days.

Delivery times vary depending on the products’ current stock availability, sourcing and, where necessary, production status:

Information about the delivery time applicable to a product may be provided through website announcements and official social media accounts.

If the stated delivery time is exceeded, the customer will be informed. The customer’s rights to grant an additional period, terminate the order and request a refund under applicable legislation remain reserved. Before this period expires, the right to cancel the order belongs exclusively to Hepsi Kapında.

If it becomes apparent that delivery will exceed 60 business days, the customer will be contacted regarding whether to continue with or cancel the order. The amount paid for cancelled products will be refunded in accordance with our Cancellation and Return Conditions and the applicable statutory refund provisions.

📦 Split Shipments

If your order contains products from different suppliers, warehouses or categories, the products may be dispatched on different dates and in multiple packages, depending on when they are ready.

Hepsi Kapında plans any split shipments according to stock availability and sourcing conditions. This planning does not affect the delivery times communicated to the customer or their statutory rights.

No additional shipping fee is charged to the customer for split shipments arranged at Hepsi Kapında’s discretion.

❄️ Cold Chain Products

Orders containing cold chain products placed on Thursdays, Fridays, weekends or public holidays are dispatched on the next suitable business day, taking into account product availability, the stated delivery time and transport conditions.

Cold chain products are shipped using special insulated packaging and cooling materials designed to provide protection for 48–72 hours under suitable transport conditions. This period refers to the packaging’s protection time during transit, not the order’s total delivery time.

Customers must promptly store the products they receive at the temperatures and under the storage conditions indicated on their labels. The packaging’s protection period does not mean that the product can be left at room temperature after delivery.

Collection Points and Postponed Delivery

For cold chain products, collection points that do not meet the product’s storage requirements should not be selected. If the customer chooses such a collection point when placing the order, Hepsi Kapında accepts no responsibility.

Spoilage and loss of quality found to result from the customer requesting a delivery postponement, collecting the package late from a collection point or failing to accept delivery despite a valid delivery attempt may be considered the customer’s responsibility. The assessment is made according to the circumstances of the case and the cause of the delay.

📦 Damaged, Missing, Incorrect or Spoiled Products

We recommend checking your package when you receive your order.

If you notice damage, missing or incorrect products, spoilage, an unsuitable temperature or loss of quality, please contact us through our WhatsApp Support Line, preferably within 24 hours of delivery, so that we can promptly investigate.

To facilitate the investigation, please provide clear photographs of the product, packaging and shipping label.

Following the investigation, a replacement or refund will be provided in accordance with the customer’s statutory rights and the nature of the issue.

🚫 Products That Cannot Be Sourced and Refunds

Hepsi Kapında reserves the right to cancel products that cannot be sourced, informing the customer and refunding the amount paid for the products concerned.

In the event of partial cancellation, processing of the remaining products in the order continues; the customer’s statutory rights concerning the entire order remain reserved.

Refunds are issued within the applicable statutory time limits.

📝 Order Cancellation Requests

You may submit your cancellation request in writing via WhatsApp or email within 15 minutes of placing the order, stating your order number.

Requests received after this period are assessed according to the order’s preparation, dispatch or production stage.

For detailed information about cancellations, product exchanges and refunds, please consult the Cancellation and Return Conditions page on our website.

🧾 Invoices, Dispatch Information and Shipment Tracking

Your invoice, details of the dispatched products and available shipment tracking information are sent to you or made accessible through the following channels:

• Email
• WhatsApp
• The “My Orders” page in your customer account

For split shipments, the contents and tracking information for each shipment are shared separately. Tracking updates can be viewed to the extent that they are recorded in the carrier’s system.

📦 Unreceived Shipments

For shipments that are not collected, are refused, are returned due to an incorrect address or cannot be delivered because the recipient cannot be reached, for reasons attributable to the customer, a return transport and handling fee of €29.90 may be charged to the customer to the extent permitted by applicable legislation.

If redelivery is requested, a new shipping fee is charged separately after the customer has been informed in advance and has given their consent.

🇹🇷 Products Sourced from Türkiye

Customers are not charged additional customs duties or import fees for products sourced and shipped from Türkiye.

If additional storage, waiting or logistics costs arise because the customer fails to provide the necessary information or documents, or requests a delivery delay, the customer will be informed.

These costs may only be claimed to the extent that they are attributable to the customer and documented, in accordance with the conditions communicated before the order was placed and applicable legislation.

Waiting charges of up to €350 per day may only apply if these conditions are met and the amount is proportionate to the actual costs. This amount is not applied as an automatic or fixed penalty.

💬 Contact

You can contact us in writing with any requests concerning shipping, delivery or your order:

WhatsApp: +33 6 62 62 63 22
Email: info@hepsikapinda-shop.com