Can I contact cargo partners for my delivery and return inquiries?
Yes, For your delivery and return-related inquiries, you can reach out to our cargo partners directly:
Aramex : +971 600 544000
Emr Post: +971 600 599999
Ajex : +800 4404000
Shipa: +971 600 574472
EMX: +971 600 513333
J&T: 800-568
Can I directly get a replacement for the returned item?
🚫 Unfortunately, direct exchanges for returned items are not possible.
🔄 Once the returned package is received and inspected, we will refund the corresponding amount to your chosen payment method. You can then reorder the same item.
🛒 You can place a new order for the item and initiate a return for the original order. (See also: "How do I return?" section)
Can I know which courier company will collect my return package? 🚚
Yes. The courier company responsible for collecting your return will be clearly indicated on your return label 📄. Please check the label details after creating your return request.
Can I return different orders in one package?
🚫 Separate Returns: Unfortunately, you cannot return items from different orders or deliveries in a single package. You must pack them separately with the appropriate return labels.
ℹ️ Packing Instructions: For detailed instructions on how to properly pack your returns, please refer to the "How do I pack my returns?" section.
Can I update the pickup address for my return?
You cannot update the pickup address directly through the system. However you can follow these steps:
📞 Contact the courier company using the phone number listed under “My Orders” > “Order Details”,
📬 Sharing your new address with them directly.
Can I update the pickup date for my return?
You cannot update the pickup date directly through the system. But you can follow these steps to get new appointment:
If your 15-day return window is still active, you can cancel your existing return label via the “My Orders” > “Order Details” page.
You can then create a new return label using the “Easy Return” button and reschedule a new pickup appointment to restart the return process.
Can I withdraw my refunded Trendyol Coins as cash?
If you request your order to be refunded fully in Coins, you will not be able to redeem your Trendyol Coins for cash later. You can only use it to purchase on Trendyol.
Do I have to pay for returns?
Returns are free of charge.
How can I return items using Home pick-up method?
To create the return label, please follow the steps below:
Before returning, please make sure that your item is suitable for refundable condition (see also: "Which items can I return?" section) and check it out your return period. ( see also:"How much time do I have to return items?"section).
Simply create a return label by clicking on the "Easy Returns" button on the "Order Details" page for the product you wish to return.
Select the "Home pick-up method" as return method.
You can get your return label there or from email. (You don't have to download the return label. Make sure only return label is easily accessible when the courier arrives to collect the package.)
After creating the return label, please follow the steps below:
📦 Place only the items you are returning in the package.
🧳 If you have multiple deliveries, pack each one separately.
🏷️ Make sure you attach the correct return label for each item.
🚫 Cover or remove any original delivery barcodes on the box to avoid confusion.
📞 Contact from shipping company: Our courier firm will contact you by appointment date via WhatsApp or phone for pickup.
🔍 Courier pickup: Hand over your package to the courier and show them the barcode to scan.
📩 Once we have received your return, you will receive an email confirmation.
📮 Track the return status:
Track your returned package status on the Order Details page.
🔍 Inspection and refund
Once your returned package arrives at our warehouse, we will inspect its content.
After your return is approved, the refund will be completed in 2–10 working days, depending on your financial institution. (Please keep in mind that the refund time may vary depending on your payment method.)
How can I return items using the drop-off method?
To create the return label, please follow the steps below:
Before returning, please make sure that your item is suitable for refundable condition (see also: "Which items can I return?" section) and check it out your return period. ( see also: "How much time do I have to return items?"section).
Simply create a return label by clicking on the "Easy Returns" button on the "Order Details" page for the product you wish to return.
Select the "Drop-off method" as return method.
You can download your return label there or from email. (Note: It is important to attach a label or at least write the label number on a piece of paper and stick it to the package in order to avoid any confusion)
After creating the return label, please follow the steps below:
📦 Prepare your items: Place only the items you are returning in the package.
🧳 If you have multiple deliveries, pack each one separately.
🏷️ Make sure you attach the correct return label for each item.
🚫 Cover or remove any original delivery barcodes on the box to avoid confusion.
📍 Drop your package to nearest drop off point. (Note: You have to drop your package within 14 days of creating the return request.)
📩 Once we have received your return, you will receive an email confirmation.
📮 Track the return status:
Track your returned package status on the Order Details page.
🔍 Inspection and refund
Once your returned package arrives at our warehouse, we will inspect its content.
After your return is approved, the refund will be completed in 2–10 working days, depending on your financial institution. (Please keep in mind that the refund time may vary depending on your payment method.)
How can I track my returns?
You can track your return process using the following methods:
🔑 Visit your Trendyol account, go to "My Orders," and then select "Order Details" > "Returned" section.
📧 Receive email updates at the shipped and delivered statuses.
🔗 Click on the direct links provided to access the relevant courier's tracking page.
How do I create a return label?
📝 Follow these steps to create a return label:
Log in to your account and go to the "My Orders" page.
Choose the order for which you want to return items.
Click on the "Easy Returns" button on the "Order Detail" page or via the chatbot.
Select the product you want to return and specify the reason.
Choose your preferred return method (home pickup or drop-off).
Once completed, your return label will be ready for download.
🔍 Can't Find Your Label?: Don’t worry! Once it’s created, we’ll send a copy to your email. You can also find it in the details section of your order.
How do I pack my returns?
📦 When preparing your return package, please ensure you have the correct labels for each item and package. To guarantee your return is accepted, please follow these guidelines:
-Different Return Label: Items with different return labels, you should pack them separately and create a return label for each, even if they were part of the same order.
-Same Return Label: Items with the same return labels, you should be packed together in the same package.
⚠️ Important Notes:
If you have only one original package but need to return 2 items with different return labels, pack them separately using another box or bag that securely protects the items, and attach the appropriate return labels.
All packaging materials, instructions, and accessories that came with the item must be returned along with the product.
Please do not include any other items in the return package apart from those listed under the return labels.
How do I return my order?
📦 To complete your return, please follow these steps.
Trendyol does not offer exchange options. 🔄🚫
If you're not satisfied with your order, you have 15 days after receiving it to return it to us.
🏷️ Easily create return label
Click the button below to create your return label from "Order Details" page or via chatbot for the product you wish to return.Then, select your preferred return method: "Home-pick up" or "Drop-off"
📦 Prepare your items
Place only the items you are returning in the package.
🧳 If you have multiple deliveries, pack each one separately.
🏷️ Make sure you attach the correct return label for each item.
🚫 Cover or remove any original delivery barcodes on the box to avoid confusion.
(For home pick-up)
📞 Contact from shipping company: Within 2 days, our shipping company will reach out to you via WhatsApp or phone to schedule a pickup.
🔍 Courier pickup: Hand over your package to the courier and show them the barcode to scan.
(For drop-off)
📦 Drop your package at the nearest drop-off point. (Note: You have to drop off your package within 14 days of creating the return request.)
📩 Once we have received your return, you will receive an email confirmation.
📮 Track the return status:
Track your returned package status on the Order Details page.
🔍 Inspection and refund
Once your returned package arrives at our warehouse, we will inspect its content.
After your return is approved, the refund will be completed in 2–10 working days, depending on your financial institution. (Please keep in mind that the refund time may vary depending on your payment method.)
How long is the return label valid?
The return label is valid for 14 days. Please make sure to hand over your return package during this time; otherwise, it will not be accepted.
How much time do I have to return items?
You have 15 calendar days. The period begins the day you receive your delivery.
I created a return label with the Home pick-up method, but the courier didn’t come. What should I do?
If the courier didn’t collect your return on the scheduled date, they will make attempt on the next business day. The courier will contact you via WhatsApp or phone for this rescheduled appointment date. You can check the latest status of your return, use the tracking link found under “My Orders” > “Order Details.”
If you need further assistance, feel free to contact our customer support team!
I created a return label with the Home pick-up method, why can’t I select a pickup appointment?
Return methods may vary depending on your location and the assigned courier. If you don’t see an appointment screen during return label request, courier doesn't offer scheduled pickups.
I did not receive all items in my order.
The items you ordered might arrive in different deliveries, please check in "My orders".
I received wrong item, What should I do?
If an item delivered by us is incorrect, you can return it by creating a return label, selecting "Wrong item was sent" as the reason, and uploading a photo of the wrong product. You can also add comments for further explanation.
ℹ️ Return Information: All relevant information regarding returns can be found under the "How do I return my order?" section.
My order has been returned without being delivered to me.
We’re sorry to hear that you didn’t receive your order. Once the items arrive at our warehouse, you will be notified and your refund will be processed.
My original package is damaged, what should I do when return an item(s)?
No worries if your original package is damaged! You can use another box, bag, or any packaging that securely protects the item
Should I write anything on the label or package?
No, you should not write anything on the label since all required information is included.
The return period is over, can I still return my items?
🚫 Return Deadline: Unfortunately, we cannot accept returns after 15 calendar days.
🗓️ 15-Day Period: The 15-day period begins the day you receive your delivery.
What address should I send returns to?
The return shipping address is printed on the return label.
If you chose the home pick-up option:
Once you create your return label, our courier firm will contact you and pick up your package from your address.
If you chose the drop-off option:
Once you create your return label, simply drop off your package at the drop-off location nearest to you. You can access the list of nearby drop-off locations here. If you need a return label, please check under the "How can I get a return label?" section.
What if I paid with cash on delivery?
💳 Cash on Delivery Refund: Cash on delivery payments will be credited to your Trendyol Coins.
📌 Note: If you don't want to be refunded in Trendyol Coins, please select another payment option.
What if some of the items I received are damaged?
If an item delivered by us has any defect, you can return it by creating a return label, selecting "The item was damaged" as the reason, and uploading a photo of the defect.
ℹ️ Return Information: All relevant information regarding returns can be found under the "How do I return my order?" section.
When do I receive my refund?
🔄 Return Process: Once your return package arrives at our warehouse, we will process your return. If the return is approved, the total amount will be reimbursed to you through the selected payment method.
🚫 Cancellation Process: In case of order cancellations, the refund will be processed once the cancellation is confirmed. (Note: There won't be refund for cancelled item(s), if you selected cash on delivery as the payment method.)
⏳ Refund Timeline: Refunds usually take 2−10 business days. Please keep in mind that the refund time may vary depending on your payment method.
💰 Instant Refund with Coins: If you chose Coins as the refund method, Coins will be refunded to your Coin balance instantly.
Which items can I return?
You can return all items within 15 days, with a few exceptions:
❌ Exceptions: Underwear, swimwear, bikinis, food and beverages, and jewelry.
🚫 Worn or Washed Items: Items that appear worn or washed cannot be refunded.
💄 Beauty Products: For hygiene reasons, we can only offer a refund for beauty products that are unused and in their original packaging.
🔍 Product Details: You can also check the product detail page to learn about the return conditions of the product.
Why is there a deduction on my refund?
🔄 Refund Amounts: When items are refunded, the amount may differ from the item's full price, as sales tax, shipping fees, applied coupons, and codes are taken into account.
💸 Discount Codes & Coupons:
-If you used a discount code or coupon, part of the discount will be deducted from your refund based on the value of the discount. This is because we cannot refund more than what you actually paid for the order.
-If you used a coupon, we will refund the amount via a new coupon (not with cash). ⚠️ Note: we cannot return the coupon code, as it can only be used once.
📉 Partial Return & Cancellation: After a partial return or cancellation, if the remaining order value falls below the minimum order amount, the shipping fee will be deducted from your refund.
Will I be notified when you receive my return?
📧 Yes, you will receive a confirmation email once we have received your return package.
🔍 You can also track the status of your return in "Order Details" by selecting the delivery for which you returned items.