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Payment & Shipping

PAYMENT

Which payment methods do you accept?

Hemel accepts the following forms of payment for online purchases:

  • -Visa
  • -Mastercard

The card details you provided will be processed with SSL encryption.

Why is my card rejected?


If your card is rejected, it could be for the following reasons:

  • -The card may have expired. Check that your card has not surpassed the expiry date.
  • -The card may have reached its credit limit. Check with your bank that the card has not exceeded its credit limit. 
  • -The details entered may be incorrect. Check that you have filled in all the required fields correctly. 

Is VAT included in the final price, and how do I claim vat back?

All prices include VAT. At this time, we are unable to provide a tax-back service for any of our online customers.

What is 3D Secure?

3D Secure is a layer of security developed by Visa and MasterCard to make internet shopping safer. When making payments with 3D Secure, a unique 3D Secure payment screen offered by banks opens on the user's screen. SMS confirmation code is sent to the mobile phone number of the cardholder. Payment is completed by entering the confirmation code on the 3D Secure payment screen.



SHIPPING

When will my product be shipped?

From the moment the order leaves our warehouse, the courier delivers in 1-5 business days, depending on your distance from our warehouse. These specified days are the target times and do not imply a commitment that the product will be delivered during these periods.  All orders are processed Monday through Friday, excluding Saturday, Sunday, and holidays. In case of a delay arising from us, we will inform you through your email address. It is, therefore, crucial that your account information should be complete and accurate. 

During sales or promotion periods and special campaigns, deliveries could have a delay. Besides, potential delivery delays can occur for several reasons, such as customizing products, unforeseen circumstances, force majeure, and when the delivery area is rural or remote. 

Which courier company do you ship my orders with?

Sürat Kargo sends all your orders in Turkey. International shipments are made through DHL.

How much is the shipping fee?

The shipping fee varies by item, quantity, and country. In the shipping fee, HEMEL will share this information before payment, and Hemel will initiate the payment process after you accept it.

How will I track my shipping information after completing my order?

After the payment is authorized, you will receive an order confirmation email. From this moment on, you can check the order status in the section "My Account > My Orders."  Once shipped, you will receive a warehouse dispatch confirmation email that will include a tracking link. With this link, you can track the status and location of your order at any time.

I want to change my order delivery address; how can I do it?

You can change your order address from the "My Addresses" section under the "My Account" section, or you can add your new address before completing the order. This address will appear as a delivery address in your future orders. No changes are allowed for existing orders.

What can I do if I don't receive my order?

You can track the status of your order by clicking the "Track My Order" link in the "My Orders" section under the "My Account" page.
Prepared by  T-Soft E-Commerce.