Hepsiburada tracking

What is Hepsiburada?

Hepsiburada is one of Turkey's largest online retail platforms, operating under the legal corporate name D-Market Electronic Services and Trading Inc. The company was conceived in 1998 by entrepreneur Hanzade Doğan Boyner in Istanbul and began active commercial operations around 2000-2001, making it one of the country's earliest e-commerce ventures. Headquartered in the Şişli district of Istanbul, with a major operations center in Gebze, Kocaeli, Hepsiburada has grown from a direct-retail startup into a multi-subsidiary platform hosting over 101,500 active merchants and serving approximately 12 million active customers.

The company's early years were built on a first-party retail model, meaning Hepsiburada managed its own inventory and shipped products directly to consumers. In 2015, after gathering feedback from approximately six million individuals, the platform pivoted to a marketplace structure that allowed third-party sellers to open their own stores and fulfill orders directly to customers. This shift dramatically expanded the product catalog and merchant base. The years following the pivot saw sustained investment in logistics infrastructure, including the creation of HepsiJet as the company's proprietary last-mile delivery arm, which now handles the majority of orders placed on the platform.

On July 1, 2021, Hepsiburada completed an Initial Public Offering on the NASDAQ stock exchange under the ticker HEPS, becoming the first Turkish company ever to list on that exchange. In October 2024, Kaspi.kz, a Kazakh fintech and e-commerce conglomerate, announced a deal to acquire a controlling stake in the business. The deal closed on January 29, 2025, with Kaspi.kz acquiring a 65.41% controlling interest for approximately $1.127 billion, structured as a $600 million immediate cash payment and approximately $526.9 million in deferred consideration. In November 2025, Kaspi.kz injected an additional approximately $97.6 million into the company to support the development of digital tools for merchants on the platform.

• Founded: 1998 (conception), with active operations beginning around 2000-2001
• Legal name: D-Market Electronic Services and Trading Inc.
• Headquarters: Şişli, Istanbul, Turkey
• Operations center: Gebze, Kocaeli, Turkey
• Stock exchange listing: NASDAQ (ticker: HEPS), effective July 1, 2021, the first Turkish company to list on NASDAQ
• Parent company: Kaspi.kz, holding a 65.41% controlling stake acquired January 29, 2025
• Founder: Hanzade Doğan Boyner, recognized by Forbes as one of the most successful female technology entrepreneurs in the world
• Active merchants: Over 101,500
• Active customers: Approximately 12 million
• Subsidiaries: HepsiJet (last-mile delivery), HepsiLojistik (fulfillment and warehousing), HepsiPay (payment services), Hepsiburada Market (rapid grocery delivery)

Hepsiburada's market position rests significantly on its vertically integrated structure. Rather than relying exclusively on external logistics providers, the company controls a substantial portion of its supply chain through its own subsidiaries. HepsiJet alone delivered 72% of all parcels processed through the platform in 2024, up from 67% in 2023. Hepsiburada has been named Turkey's Most Recommended E-Commerce Brand reflecting strong recognition among domestic consumers in a market that includes both local competitors and the Turkish operations of international players.

Which countries does Hepsiburada deliver to?

Hepsiburada's primary delivery territory is Turkey, where the platform covers all 81 provinces through its HepsiJet subsidiary. HepsiJet operates a network of over 250 branches and a vehicle fleet of nearly 3,500 vehicles, allowing the carrier to serve customers in major metropolitan areas and smaller provincial cities alike. Istanbul, Ankara, Izmir, Muğla, and Antalya receive enhanced service levels including same-day delivery for eligible orders, while the rest of Turkey is served through the standard nationwide branch network.

For customers outside Turkey, Hepsiburada operates a dedicated cross-border service under the name Hepsiburada Global, through which the platform ships to a range of European countries as well as to the United States and Canada. Delivery to European destinations typically takes more than three days from dispatch. Shipments to North America generally require more than ten days, depending on the specific destination and the speed of customs clearance at the point of entry.

• Turkey (domestic): Complete coverage across all 81 provinces through HepsiJet's network of over 250 branches and nearly 3,500 vehicles
• Major Turkish cities with enhanced service: Istanbul, Ankara, Izmir, Muğla, and Antalya, including same-day delivery availability in Istanbul
• Europe: Multiple European countries covered through Hepsiburada Global, with delivery taking more than three days from dispatch
• North America: United States and Canada, with deliveries taking more than ten days depending on destination and customs processing time

International shipments under Hepsiburada Global are processed through the company's trusted logistics solution partners, who manage export procedures from Turkey, customs clearance in the destination country, and handoff to local carriers for final-mile delivery. The company screens all products listed on its international platform for compatibility with the import regulations of relevant destination countries before they are made available for international purchase, reducing the risk of shipments being held up or refused at customs.

What are the Hepsiburada services and delivery times?

Hepsiburada's delivery offering is structured around HepsiJet its wholly owned last-mile delivery subsidiary, which accounted for 72% of all parcels dispatched through the marketplace in 2024, up from 67% the previous year. Beyond HepsiJet the platform supports merchant-fulfilled shipping through established Turkish carriers and offers specialized services for grocery delivery, international orders, and business-to-business fulfillment. The range of options reflects the platform's development from a single-carrier model into a multi-service logistics structure covering both domestic and cross-border customers.

• HepsiJet Standard Delivery: The default shipping option for most marketplace orders, covering all 81 provinces of Turkey through a network of over 250 branches and nearly 3,500 vehicles. Orders to major cities typically arrive within 24 hours or the following business day.
• Same-Day Delivery: Available in Istanbul and surrounding areas for eligible product categories. Orders placed before the applicable cutoff time are delivered the same day.
• Hepsiburada Market: A dedicated rapid-commerce application for groceries and everyday essential items, designed to fulfill orders within much shorter timeframes than standard marketplace shipments.
• HepsiLojistik: A business-to-business fulfillment service for marketplace merchants and other e-commerce sellers, covering stocking, picking, packaging, shipping, invoicing, delivery, and returns management. This service functions as a third-party logistics provider for sellers operating on Hepsiburada and on other platforms.
• Merchant-Fulfilled Shipping: Sellers who manage their own logistics can dispatch orders through third-party Turkish carriers such as Yurtiçi Kargo and Aras Kargo, both of which are integrated into the Hepsiburada platform.
• Hepsiburada Global: The cross-border shipping service for customers outside Turkey, covering European countries and North American destinations. Deliveries to Europe take more than three days from dispatch, while shipments to the United States and Canada take more than ten days.

For domestic orders handled by HepsiJet delivery times are competitive relative to Turkish market standards. Customers in Istanbul can receive same-day delivery for qualifying products, while orders to other major cities typically arrive within 24 hours or on the next business day. For destinations in smaller cities and more remote provinces, delivery may take additional days, though HepsiJet's 250-plus branch network is designed to minimize gaps in coverage across all 81 provinces.

For international orders placed through Hepsiburada Global, delivery timelines are considerably longer. Shipments to European destinations typically take more than three days from the date of dispatch. Deliveries to the United States or Canada generally take more than ten days, with customs processing time representing a variable factor that can extend the total transit period depending on the destination country and the specific circumstances of each shipment.

What are the Hepsiburada rates and maximum dimensions accepted?

Hepsiburada's shipping cost structure for end consumers varies depending on the seller and product. Many sellers on the platform offer free shipping on qualifying orders or factor delivery costs into their product pricing, so buyers often do not encounter a separate shipping charge at checkout. The terms for any given order depend on whether the seller fulfills independently through a third-party carrier or through HepsiJet or HepsiLojistik, and each seller sets its own conditions within the rules of the marketplace.

HepsiJet also operates as an independent logistics provider, serving approximately 2,750 external business customers beyond the Hepsiburada marketplace. Commercial delivery pricing for these customers is based on factors standard to the logistics industry, including parcel weight, physical dimensions, and delivery zone. Rate cards for business customers are not publicly disclosed and are established through commercial agreements. For sellers enrolled in HepsiLojistik or HepsiJet services, shipping rate structures are determined by the terms agreed upon at the time of enrollment.

• Consumer shipping fees: Vary by seller, with many listings offering free shipping on qualifying orders; no universal flat rate applies across the platform
• B2B delivery pricing (HepsiJet): Based on parcel weight, dimensions, and delivery zone for approximately 2,750 external business customers; specific tariffs are not publicly listed
• Entrepreneurial Woman program discounts: Sellers registered under this category, covering businesses majority-owned by women, receive discounted shipping rates as part of a broader set of commercial incentives
• All from Turkey program discounts: Sellers of 100% locally produced goods registered under this category benefit from discounted shipping fees alongside other commercial incentives on the platform

No publicly available data specifies universal maximum parcel dimensions or weight limits across the Hepsiburada marketplace as a whole, as these constraints depend on the carrier and service type used for each shipment. Merchants using HepsiLojistik or HepsiJet operate within the physical handling parameters of those networks. Sellers choosing to fulfill through third-party carriers such as Yurtiçi Kargo or Aras Kargo are subject to the respective size and weight limits of those providers.

What are the Hepsiburada delivery options?

Hepsiburada customers in Turkey can receive orders through several delivery modes. The default option is home delivery, where HepsiJet couriers bring the parcel directly to the recipient's registered address. For buyers who are not available during standard courier hours, the platform offers alternative collection points through partnerships with pickup point operators and smart locker networks. These alternatives are distributed across Turkish cities and operate around the clock, providing flexibility for customers who cannot be present for a standard doorstep delivery.

• Home delivery: Standard delivery to the recipient's address, carried out by HepsiJet couriers or by third-party carrier couriers for merchant-fulfilled orders
• Aras Burası pickup points: A network of Aras Kargo-affiliated collection locations where customers can pick up parcels at their convenience, available through the partnership between Hepsiburada and Aras Kargo
• YK Plus 7/24 smart lockers: Parcel lockers deployed at approximately 200 locations across Turkey, operating 24 hours a day, seven days a week, enabling customers to collect shipments at any hour
• 24/7 parcel lockers (Aras network): Additional automated locker units available through the Aras Burası partnership, also providing round-the-clock collection outside standard branch hours

For returns, customers select a logistics method when submitting a request through the "My Orders" section of their account. The first option is a free home pickup, where a HepsiJet or partner courier collects the item directly from the customer's address. The second option is a personal drop-off at a cargo office. After the return request is submitted, the system generates a shipping code that the customer uses when handing over the parcel to the courier or cargo office. Refunds are transferred automatically to the customer's bank account once the return is received and approved.

What should I do if my Hepsiburada parcel is lost or damaged?

Hepsiburada's process for handling returns, damaged goods, and delivery issues starts in the "My Orders" section of the customer's account, where each order can be managed individually. The standard return window under Turkish consumer protection law is 14 days from the date of receipt. Within this period, customers submit a return request by selecting the relevant item, stating the reason, and choosing a return logistics method. The platform provides two methods for sending the item back, a free home pickup by a HepsiJet or partner courier, or a personal drop-off at a cargo office.

• Return window: 14 days from receipt of the product, in line with Turkish consumer protection regulations
• How to initiate: Navigate to "My Orders" in the customer account, select the relevant item, and submit the return or claim request
• Return logistics options: Free home pickup by a HepsiJet or partner courier, or personal drop-off at a cargo office
• Shipping code: Generated automatically upon submitting a return request and used when handing the parcel over to the courier or cargo office
• Refund processing: Refunds are transferred automatically to the customer's bank account once the returned item is received and the return is approved
• Phone support: +90 850 252 40 00, available daily from 08:00 to 24:00
• WhatsApp support: Available at the same number, operating 24 hours a day, seven days a week
• International customers: Dedicated support available for Hepsiburada Global orders, covering issues specific to cross-border shipments and customs-related complications

For parcels that arrive damaged or fail to reach the recipient, customers are directed to contact the Hepsiburada support team through the available channels. Phone support operates daily from 08:00 to 24:00, and WhatsApp messaging runs around the clock. When customs authorities request additional documents on an international shipment, the Hepsiburada Global team contacts the affected customer directly with instructions. In cases involving lost or significantly delayed international orders, resolution typically involves coordination between the platform's partner network and the carrier operating in the destination country.

Does Hepsiburada handle international shipments and customs formalities?

International shipping is managed through Hepsiburada Global, a dedicated platform for customers outside Turkey who want to purchase goods listed on the Turkish marketplace. The service covers many European countries as well as destinations in North America including the United States and Canada. Hepsiburada Global relies on a network of trusted solution partners who manage export procedures from Turkey, customs clearance in the destination country, and coordination with domestic carriers for the final leg of delivery.

A mandatory step in the international delivery process is the completion of a Smart Customs declaration, also known as Akıllı Gümrük, required in many destination countries before a cross-border parcel can be released and forwarded. This declaration must be linked to the specific tracking number of the order and submitted by the same individual who placed the order. A strict identification rule governs this step. The FIN code, the taxpayer identification number, of the person placing the order must match that of the person completing the Smart Customs declaration. Orders where these two identifiers do not correspond are automatically cancelled by the system.

• International service: Hepsiburada Global, covering many European countries and North American destinations including the United States and Canada
• Customs management: Handled by Hepsiburada Global's trusted partner network, which manages compliance with the import regulations of destination countries on behalf of customers
• Smart Customs declaration: Mandatory in many destination countries before a parcel can be forwarded; must be linked to the order's tracking number and submitted by the person who placed the order
• FIN code matching requirement: The taxpayer identification number used in the Smart Customs declaration must match that of the account holder who placed the order; mismatches trigger automatic order cancellation
• Product pre-screening: All products listed on Hepsiburada Global are checked for compliance with the customs regulations and import laws of destination countries before being made available to international buyers
• Additional documentation: When customs authorities require supporting documents such as invoices or certificates of origin, affected customers are proactively contacted with instructions by the Hepsiburada Global team

Once the Smart Customs declaration is approved, the parcel is released and transferred to a domestic courier company in the destination country for final delivery. Hepsiburada Global notes that delivery times to European destinations typically exceed three days from dispatch, while shipments to the United States and Canada generally take more than ten days. Customs processing speed is among the main variables affecting actual delivery dates, particularly in countries where the declaration process involves additional verification steps before approval is granted.

Understanding tracking statuses

When tracking a Hepsiburada order online, a series of status updates appear as the shipment moves through the carrier network. These updates are visible in the "My Orders" section of the customer's account on the website or app, and are also supported by a number of third-party tracking aggregators. For orders fulfilled by HepsiJet tracking data comes directly from that carrier's own infrastructure. For orders dispatched by third-party carriers such as Yurtiçi Kargo or Aras Kargo, tracking information is passed through to the Hepsiburada order portal via carrier integrations. The table below describes the main statuses that can appear and what each one means.