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Trendyol Customer Service Contact: Phone, Chat & Returns 2026

Open the right order, find the channel, count the deadline and copy a Turkish message for a return, refund or delay.

ByAbdullah Habib
13 min read Updated: October 5, 2026
Summarize with:
Illustration: an open parcel and a phone with empty chat bubbles on a table by the sea
Illustration: one parcel, one complete message.

For an order on trendyol.com, start with Trendyol Asistan (24/7) or the order page. The call centre answers on 0 212 331 0 200, every day 08:30–24:00. For your parcel, write from the order with the order number and photos.

The quick answer

Write once. From the right order.

  • Chat: Trendyol Asistan 24/7 in the help centre: ‘Trendyol Asistan’a Sor’ (ask Trendyol Asistan).
  • Order page: Hesabım (my account) → Tüm Siparişlerim (all my orders) → Sipariş Detayı (order details).
  • Phone: 0 212 331 0 200, call centre, every day 08:30–24:00.
  • E-mail: The İletişim (contact) page lists no customer e-mail; its KEP address is for legal notices. For an order, use the Asistan or the order page.
  • Return: 15 days from delivery, free with a return code (iade kargo kodu).
  • Refund: 2–10 iş günü (working days) after the return is checked, then your bank’s own processing time.
Your parcel desk
What happened?
Return an item
Where to write
HesabımTüm SiparişlerimSipariş Detayı
The rules
15 days from delivery. Create the return code in Sipariş Detayı, then drop the parcel at a kargo şubesi (courier branch) or a Gel Al Noktası (pickup point) within 7 days of creating the code, or choose ‘İadem adresimden alınsın’ (free pickup from your address) when offered.
Have ready: The item, the reason for returning it and the return code.
Your deadline
10.2026
31
16 October 2026 · 15 calendar days
Your message
Hello, I would like to return an item from order [order number], delivered on 1 October 2026. I cannot create an iade kargo kodu in Sipariş Detayı. Could you help?
Send it from the order page or paste it into Trendyol Asistan, and keep the reply. trendyol.com works in Turkish, so you can switch the message to Türkçe.
My refund is late
Where to write
HesabımTüm SiparişlerimSipariş Detayı
The rules
After the return is checked, the help centre gives 2–10 iş günü for the refund, and Trendyol sends an e-mail. With a free-shipping campaign, the shipping fee may be deducted if what you keep no longer qualifies.
Have ready: The e-mail confirming that the return arrived, its approval status and your payment method.
Your deadline
10.2026
15
15 October 2026 · 10 working days, Mon–Fri
An estimate from receipt of the return, subject to approval of the item. We count Monday–Friday. Public holidays are not excluded. The bank credit follows.
Your message
Hello, Trendyol received my return for order [order number] on 1 October 2026. I paid by credit card. Could you tell me whether the return has been approved and when the refund was issued?
Send it from the order page or paste it into Trendyol Asistan, and keep the reply. trendyol.com works in Turkish, so you can switch the message to Türkçe.
My parcel is late
Where to write
Tüm SiparişlerimSipariş DetayıTracking
The rules
Check the estimated date and the latest tracking update. Items from the same order may arrive separately.
Have ready: The tracking number and the courier’s latest update.
Your deadline
10.2026
1
1 October 2026 · Check the estimated date in the order details.
Your message
Hello, the estimated delivery date for order [order number] was 1 October 2026. I have not received the parcel yet. Could you check its latest shipping status?
Send it from the order page or paste it into Trendyol Asistan, and keep the reply. trendyol.com works in Turkish, so you can switch the message to Türkçe.
Damaged or wrong item
Where to write
Tüm SiparişlerimSipariş DetayıReturn code + photos
The rules
Check the parcel with the courier. If it is damaged, have a Durum Tespit Tutanağı (damage report) written and take photos. If you refuse it, create the return code, then hand the parcel back to the courier with the report and the invoice.
Create an iade kargo kodu in Sipariş Detayı, choose damaged or defective as the reason and add a photo. For a missing item, first check whether it is coming in a separate parcel.
Have ready: Photos of the item, packaging and label, and the courier’s report, if you have one.
Your message
Hello, the item in order [order number], delivered on 1 October 2026, arrived damaged or different from what I ordered. I have photos of the packaging and the item. How should I proceed?
Send it from the order page or paste it into Trendyol Asistan, and keep the reply. trendyol.com works in Turkish, so you can switch the message to Türkçe.
Payment problem
Where to write
YardımPaymentTrendyol Asistan’a Sor
The rules
Check your card’s expiry date and limit. If payment still fails, ask your bank.
Compare the charges with your orders. Describe what your bank shows, with the date and amounts.
Have ready: A screenshot showing the date and amount, with full card details hidden.
Your message
Hello, my payment on 1 October 2026 was declined. The related order number is [order number]. I have checked my payment details. Could you check the status?
Send it from the order page or paste it into Trendyol Asistan, and keep the reply. trendyol.com works in Turkish, so you can switch the message to Türkçe.
Cancel or change address
Where to write
HesabımTüm SiparişlerimSipariş Detayı
The rules
While the order shows ‘Siparişiniz Alındı’ (order received) or ‘Siparişiniz Hazırlanıyor’ (order being prepared), change the address in Sipariş Detayı → Teslimat Adresimi Güncelle (update my delivery address), or through Trendyol Asistan’a Sor. Once the seller has started preparing the order for shipping (the invoice is issued), it can no longer be cancelled.
Once it shows ‘Kargoya Verildi’, the order cannot be cancelled and only the courier can change the address. Check tracking; return it after delivery.
Have ready: The order number, the status shown and the correct address.
Your message
Hello, I would like to cancel order [order number], placed on 1 October 2026, or change its delivery address. I cannot find this option in the order details. Could you help before it ships?
Send it from the order page or paste it into Trendyol Asistan, and keep the reply. trendyol.com works in Turkish, so you can switch the message to Türkçe.
Example date: 1 October 2026 — change it to suit your situation. The messages are templates; your details stay on your device and are neither stored nor sent.

Which Trendyol answers you

Start from the site where you bought. For an order on trendyol.com, open Yardım (the help centre) and the order itself. The order number and the latest parcel update help support understand immediately which case your message is about.

The right starting point

Your parcel.
Your order.

The İletişim page on trendyol.com names DSM Grup Danışmanlık İletişim ve Satış Ticaret A.Ş. (Maslak, Sarıyer/İstanbul), with the call centre 0 212 331 0 200, every day 08:30–24:00.

The +49 and +44 numbers belong to trendyol.com/en, Trendyol’s international site. For an order on trendyol.com, use the Turkish site’s channels.

trendyol.com

For Turkey

Help
Trendyol Asistan 24/7 · 0 212 331 0 200
Company
DSM Grup · İstanbul
Return
15 days from delivery

trendyol.com/en

The international site

Help
Its own help centre and chat
Company
Trendyol B.V. · Amsterdam
Phone
+49 30 837 97700 · +44 20 4524 2244
Channel

Trendyol Asistan

24/7 in the help centre (Yardım). Start here.

Channel

Sipariş Detayı

The order’s own page: return code, address change, status.

Channel

Call centre

0 212 331 0 200, 08:30–24:00, on the İletişim page. The KEP address [email protected] there is for legal notices only.

Channel

Trendyol Express

Trendyol’s courier, 0850 759 15 15, listed on the returns page.

Return within 15 days

You have 15 days from delivery, and the return is free with an iade kargo kodu. Create it in Sipariş Detayı first. Keep the drop-off receipt until the refund arrives.

Illustration: hands packing clothes into separate parcels with white labels
Illustration: separate delivery, separate label.
  1. Return code (iade kargo kodu)Sipariş Detayı → choose the item and the reason.
  2. Drop-offA kargo şubesi or a Gel Al Noktası within 7 days of creating the code, or ‘İadem adresimden alınsın’ when offered.
  3. PackingPut the invoice in the box, or a note with your name, the order number and the reason.
  4. Hand it overHand over the parcel and keep the receipt.

Before you close the box

Hygiene items (cosmetics, underwear, swimwear) must be unopened and untried.

Free shipping: With a free-shipping campaign, if what you keep no longer reaches the free-shipping amount, the shipping fee may be deducted from the refund.

Your money back

When the parcel reaches Trendyol, the item is checked. Then allow 2–10 iş günü for the refund and an e-mail from Trendyol. On a credit card it usually shows within a few days; a debit card can take longer. Instalments are refunded over the same number of months.

How did you pay?

Choose the payment method used for this purchase.

Credit card

The refund goes back to the credit card used for the purchase and usually shows within a few days. For instalments, the bank refunds them over the same number of months.

  1. The parcel arrivesTrendyol sends a receipt confirmation by e-mail.
  2. CheckedThen 2–10 iş günü, with an e-mail.
  3. CreditedCheck the original payment method.

Debit card

The refund goes back to the debit card’s account. It can take longer than on a credit card. Keep Trendyol’s e-mail so you can ask your bank.

  1. The parcel arrivesTrendyol sends a receipt confirmation by e-mail.
  2. CheckedThen 2–10 iş günü, with an e-mail.
  3. CreditedCheck the original payment method.

What can change before shipping

While the order shows ‘Siparişiniz Alındı’ or ‘Siparişiniz Hazırlanıyor’, change the address in Sipariş Detayı → Teslimat Adresimi Güncelle, or through Trendyol Asistan’a Sor. Once the seller has started preparing the order for shipping (the invoice is issued), it can no longer be cancelled.

  1. ‘Siparişiniz Alındı’Change the address in Sipariş Detayı or through the Asistan.
  2. ‘Siparişiniz Hazırlanıyor’You can still change the address. Once the invoice is issued, the order can no longer be cancelled.
  3. ‘Kargoya Verildi’The order cannot be cancelled and only the courier can change the address. Check tracking; return it after delivery.
  4. DeliveredCreate an iade kargo kodu in Sipariş Detayı within 15 days of delivery.

At the door

Check the box together.

Check the parcel with the courier. If it is damaged, have a Durum Tespit Tutanağı written and take photos. Keep the report.

  • If you refuse the parcel: Create the return code, then hand the parcel back to the courier with the report and the invoice.
  • If you have already received it: Create an iade kargo kodu in Sipariş Detayı, choose damaged or defective as the reason and add a photo.
  • If an item is missing: Check your e-mails; it may be coming in a separate parcel.
Illustration: the recipient photographs damage to the parcel held by the courier
Illustration: check the parcel together with the courier.

How you pay on trendyol.com

Pay by credit card or debit card, with instalments where offered. There is no cash on delivery (kapıda ödeme) and no bank transfer (havale).

Instalments come back in instalments

If you return something bought in instalments, the bank refunds it over the same number of months. On a credit card the refund usually shows within a few days; a debit card can take longer.

Messages that look like Trendyol

For your parcel, check the order in your account before replying to a message asking for money or codes.

What makes you stop?

Mobile message

Trendyol support · personal mobile / WhatsApp

Your parcel is on hold. Pay the delivery fee here: parcel-help.example

The deadline is in a few hours. Send your card security code and one-time code.

A sample, not a real message.

  1. The link. Open the app or trendyol.com yourself.
  2. Payment asked by message. An order on trendyol.com is already paid by card and there is no cash on delivery, so a message asking for money is a warning sign. Check from the order.
  3. The time pressure. Check the actual status in your order details and tracking.
  4. The codes. No refund needs your card’s security code or a one-time code: never send them.
  5. The personal mobile. Check who is asking through Trendyol Asistan or your order.

If it is not resolved

Continue in writing from the same order, with the previous reply and the dates. Ask for a clear outcome: locating the parcel, accepting the return or confirming the credit. If it is still not resolved, the Tüketici Hakem Heyeti (consumer arbitration committee) handles disputes up to 186,000 TL in 2026, and below that limit you must apply to it first; apply on e-Devlet (the government services portal). Above the limit: mediation first, then the consumer court.

Illustration: a phone with empty chat bubbles and a folder of documents in a café in the evening
Illustration: keep the full conversation with the receipt.
  1. The same requestGive the previous case number, if you have one, and explain exactly what still needs resolving.
  2. Your documentsProof of purchase and payment, photos and copies of written correspondence.
  3. Tüketici Hakem HeyetiApply on e-Devlet (Tüketici Şikayeti Uygulaması) with the order, proof of payment and messages. It decides within 6 months.
Myth

“Trendyol has no phone number.”

The facts

It does: 0 212 331 0 200, every day 08:30–24:00. For an order, the Asistan or the order page already has your order and its history.

Myth

“Returns cost money.”

The facts

The return is free with the return code. Only with a free-shipping campaign may the shipping fee be deducted.

Myth

“I’ll call the German or English number.”

The facts

Those numbers belong to trendyol.com/en, the international site. For an order on trendyol.com, use the Asistan, the order page or 0 212 331 0 200.

Frequently asked questions

What is Trendyol’s phone number?

The call centre is on 0 212 331 0 200, every day 08:30–24:00. For an order, Trendyol Asistan (24/7) or the order page is faster.

Is there an e-mail address for my order?

The İletişim page lists no customer e-mail. The KEP address [email protected] is for legal notices. For your order, use the Asistan or the order page.

When will I get my refund?

After the return is checked, allow 2–10 iş günü, with an e-mail, then your bank’s processing time: a few days for a credit card, longer for a debit card.

Can I cancel after shipping?

Once it shows ‘Kargoya Verildi’, no: return it after delivery. Before that, you can cancel only until the seller starts preparing the order (the invoice is issued).

Can I pay cash on delivery?

No: trendyol.com takes credit and debit cards, with instalments where offered. There is no cash on delivery or bank transfer.

Sources

Checked 5 October 2026: the trendyol.com help pages, the Ministry of Trade (Ticaret Bakanlığı) and e-Devlet. The calendar and ready messages are our own tools. For working days we count Monday–Friday; public holidays are not excluded. The deadline is shown as an estimate, and when the credit appears depends on the payment provider.

  1. Help centre and Trendyol Asistan — Trendyol, checked 5 October 2026
  2. Returns and refunds — Trendyol, checked 5 October 2026
  3. Orders, cancellation and damaged parcels — Trendyol, checked 5 October 2026
  4. Payment, address changes and disputes — Trendyol, checked 5 October 2026
  5. Contact, call centre, company and KEP — Trendyol, checked 5 October 2026
  6. Tüketici Hakem Heyeti: 2026 limits — Ticaret Bakanlığı, checked 5 October 2026
  7. Tüketici Hakem Heyeti: how to apply — Ticaret Bakanlığı, checked 5 October 2026
  8. e-Devlet: consumer complaint application — turkiye.gov.tr, checked 5 October 2026

Illustration: images created for this guide, with no personal details.

Article Information

Written by: Abdullah Habib
Published: August 4, 2023
Category: Shopping

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