Help Center

 

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ORDERS
How can I place an order?

You can easily place an order by following the steps below;

  • Take a look at the products on our website and mobile app that are carefully prepared for you
  • Access the product detail page by clicking on the product you want to purchase
  • On the product detail page, select the order quantity and size and click the "Add to Cart" button. (For size selection, you can view the "Size Chart" on the product detail page)
  • After adding the items you want to purchase to your cart, click on the Cart icon on the upper right corner of the screen, then click the "Finish Shopping" button to continue
  • Fill in the ''E-mail'', ''Delivery Address'', ''Delivery Method'' and ''Payment Method'' fields in detail and correctly. Enter your coupon code, if available, and click on the ''Complete Order'' button. Transaction is complete, we hope you enjoy our products
Can I shop without being a member?

Yes, you can shop without being a member.

An order link will be sent to your e-mail address when your shopping is completed. You can make your cancellation/refund or order tracking from here, but we recommend you to be a member to get informed about the special discounts, promotions, deals and to manage your transactions such as cancellation/refund more easily

How long can the products I chose stay in my cart?

As long as the products are in stock, they remain in your cart, but the products that run out of stock will be automatically removed from your cart.

Can I combine the products I select from different vendors in a single order?

Yes, you can purchase products from different vendors with a single payment, but they will ship your orders separately

How can I view the discount amount on my shopping?

If there is any campaign on the product, you can view the discount amount in your cart or on the payment screen called “Order Summary and Payment”

If you have a discount code, you can see the discount amount after applying your code in the "Payment Method" field

I cannot see the orders I have paid for in the "My Orders" field in the "My Account" section. What can I do?

You can send an e-mail to support@ekoltrend.com with your product invoice and receipt. Our team will solve your problem and inform you as soon as possible.

Can I have my order gift-wrapped?

We do not have a gift-wrapping option.

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DELIVERY & SHIPPING
When will my orders be shipped?

Your orders are usually shipped within a few days.

If there are product(s) to be supplied among your orders, the delivery time to the shipping company may vary.

How long will it take for my order to arrive?

Delivery times of your orders may vary depending on the shipping company, your country or address.

You can learn the delivery time by contacting the relevant shipping company along with the tracking number of your order.

How can I track the shipment status of my order?

If your order has been delivered to the shipping company, you can contact them along with the “Tracking Number” stated in the email that will be sent to you.

You can also access the information of the shipping company and the tracking number by following the steps below;

  • After logging in, select “My Account” by clicking on your username in the upper right corner
  • Click on the "My Orders" button in the menu on the right side of the opened screen
  • Click ”Show Order" on your relevant order
  • You can access your tracking number on the next screen by selecting “Order Delivery Receipts”.
How much is the shipping cost?

Shipping is free.

Which countries do you ship to?

We ship to 248 different countries. Countries we ship orders to:

Germany

United States of America

American Samoa

Andorra

Anguilla

Angola

Antigua and Barbuda

Argentina

Albania

Aruba

Australia

Austria

Azerbaijan

The Azores

Bahamas

Bahrain

Bangladesh

Barbados

Barbuda (Antigua)

West Bank (Gaza)

Belarus

Belgium

Belize

Benin

Bermuda

Bhutan

United Arab Emirates

Bolivia

Bonaire

Bosnia and Herzegovina

Botswana

Brazil

Negara Brunei Darussalam

Bulgaria

Burkina Faso

Burundi

Cape Verde Islands

Cayman Islands

Gibraltar

Ceuta

Algeria

Djibouti

Cook Islands

Curacao

Chad

Czechia

People's Republic of China

Denmark

East Timor

Dominican Republic

Dominica

Ecuador

Equatorial Guinea

El Salvador

Indonesia

Eritrea

Armenia

Estonia

Ethiopia

Faroe Islands

Morocco

The Fiji Islands

The Republic of Cote D'ivoire

Philippines

Finland

France

French Guiana

French Polynesia

Gabon

Wales

The Gambia

Ghana

Gaza (West Bank)

Guinea

Guinea-Bissau

Grenada

Greenland

Guadeloupe

Guam

Guatemala

Guernsey

Guyana

South Africa

Georgia

Haiti

Croatia

India

The Netherlands

Honduras

Hong Kong

Iraq

British Virgin Islands

United Kingdom

Republic of Ireland

Scotland

Spain

Israel

Sweden

Switzerland

Italy

Iceland

Jamaica

Japan

Jersey

Cambodia

Cameroon

Canada

Canary Islands

Montenegro

Qatar

Kazakhstan

Kenya

Cyprus

Kyrgyzstan

Kiribati

Colombia

Comoros

Congo

The People's Republic of the Congo

South Korea

Kosovo

Kosrae (Federated States of Micronesia)

Costa Rica

Kuwait

Northern Ireland

Northern Mariana Islands

Laos

Lesotho

Latvia

Liberia

Libya

Liechtenstein

Lithuania

Lebanon

Luxembourg

Hungary

Macau

Madagascar

Madeira

Macedonia (FYROM)

Malawi

The Maldives

Malaysia

Mali

Malta

Marshall Islands

Martinique

Mauritian

Mayotte

Mexico

Melilla

Egypt

Federated States of Micronesia

Mongolia

Moldova

Monaco

Montserrat

Mauritania

Mozambique

Myanmar

Namibia

Nepal

Nevis (St. Kitts)

Niger

Nigeria

Nicaragua

Norway

Central African Republic

Uzbekistan

Pakistan

Palau

Panama

Papua New Guinea

Paraguay

Peru

Poland

Pohnpei (Federated States of Micronesia)

Portugal

Puerto Rico

Reunion

Romania

Rota (Northern Mariana Islands)

Rwanda

Russia (Zip Code 101000-453999 & 460000-619999)

Russia (Zip Code - Other)

Saba

Saipan (Northern Mariana Islands)

Samoa

San Marino

Sao Tome and Principe

Senegal

The Seychelles

Serbia

Sierra Leone

Singapore

Slovak Republic

Slovenia

Solomon Islands

Sri Lanka

St. Barthelemy

St. Christopher (St. Kitts)

St. Croix (The US Virgin Islands)

St. Eustatius

St. John (The US Virgin Islands)

St. Kitts (St. Christopher)

St. Lucia

St. Maarten

St. Martin (Gaudelup)

St. Thomas (The US Virgin Islands)

St. Vincent and Grenadines

Suriname

Saudi Arabia

Swaziland

Chile

Tajikistan

Tahiti (French Polynesia)

Tanzania

Thailand

Taiwan

Tinian (Northern Mariana Islands)

Togo

Tonga

Tortola (British Virgin Islands)

Trinidad and Tobago

Chuuk State (Federated States of Micronesia)

Tunisia

Turks and Caicos Islands

Tuvalu

Turkmenistan

Uganda

Ukraine

Oman

Union Islands (St. Vincent and Grenadines)

Uruguay

Jordan

Vanuatu

Venezuela

Vietnam

Virgin Islands, U.S.

Virgin Gorda (British Virgin Islands)

Wallis and Futuna Islands

Yap (Federated States of Micronesia)

Republic of Yemen

New Caledonia

New Zealand

Greece

Zambia

Zimbabwe

Which shipping companies do you work with?

The shipping companies that we work with may vary by country or region. The shipping companies we are working with are as follows;

  • UPS
  • DHL
  • PTS
What should I pay attention to when receiving my order?

Delivering your orders to you safe and sound is one of our priorities.

Check the package for problems such as unwrapping, tearing, crushing when receiving the package.

The product I ordered is missing parts. What can I do?

Delivering your orders to you safe and sound is one of our priorities.

Please check your order when you receive it from the shipping company. If your package is damaged, torn or if there are missing parts of the products, ask the shipping company to write a damage assessment report. After the report is written, please contact us via support@ekoltrend.com with the photographs of the report and the damage

If your package is delivered undamaged, but there are missing products in the package, request support by reporting the situation to us via support@ekoltrend.com Our team will solve your problem and help you as soon as possible.

What is a damage assessment report?

A damage assessment report is a document that must be issued by the cargo officer to assess the damage when you detect damage, crush, impact, fracture or defect in the delivery package, original box or product of your order during delivery.

Cargo officer must wait for you to check your order during delivery. After the damage assessment report is issued, please contact us via support@ekoltrend.com with the photographs of the damages in the package and the damage assessment report.

I was not at the delivery address when my package arrived, what should I do?

If you were not at the address at the time of delivery, please contact the customer service of the relevant shipping company. In order for your package not to be returned to Ekoltrend, we recommend you to collect it from the specified branch within 3 days (may vary depending on the shipping company). Due to the costs of return cargo, customs, etc. that may occur, the fee is not refunded

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CANCELLATION, RETURN AND EXCHANGE
What are your return policies and procedures?

Your satisfaction and expectations are important to us. If you are not satisfied with your order for any reason, you can return the products you want to return within 14 days from the date of delivery onwards, provided that;

  • They are in their original packaging,
  • Their labels are not removed,
  • They are not dirty, modified or damaged,
  • They are not used

Non-returnable products are;

- Cosmetics and personal care products 

- Swimsuits, bikinis and underwear products

- Disposable, hygienic products

- Products with close expiration date

- Copiable software and programs, books

- Office supplies (print cartridge, cartridge tape, etc.)

You can send the products you want to return provided that meet the conditions above to our Ekoltrend abroad address by paying the shipping fee. After sending your return, keep the tracking number that you will receive from the shipping company. It can be requested from you if necessary.

Your return process starts after the product reaches us. Depending on your bank's payment processes, it may take up to 14 days for your refund fee to be reflected in your account  

Note: Service charges (cargo, tax, etc.) cannot be returned. 

Return Address:

AIC Logistik GmbH Karl-Schiller-Str.7, 86551 Aichach, Germany

Phone: +49 (0) 8251 8964-0
How can I return a product?

Member users can start the return process by following the steps below. Guest users can make return and cancellation requests via the link sent to their email address after placing an order.

Return Steps;

  • After logging in, select “My Account” by clicking on your username in the upper right corner
  • Click on the “Return/Cancel” button in the menu on the right
  • Select your order for the product you want to return from the filter in the “Create a New Request” field and click on the "Return" button
  • Select the products you want to return and make the relevant selections from the ”Reasons for Request“ and ”Request Type" filters
  • If you have a message for us, specify it in the “Message” box at the bottom. Then, click on the ''Send Request'' button after selecting the ''I have read and accepted the refund policy'' option
  • After completing the steps above, send the products by paying the shipment and tax fees to our return center below with your request number and invoice, specified on the screen or in the email sent to your registered e-mail address.

Return Address:

AIC Logistik GmbH

Karl-Schiller-Str.7, 86551 Aichach

Phone: +49 (0) 8251 8964-0

Fax: +49 (0) 8251 8964-100

I lost my invoice, how can I return a product?

You can access your invoice by following the steps below;

  • After logging in, select “My Account” by clicking on your username in the upper right corner
  • Click on the "My Orders" button in the menu on the right side of the opened screen
  • Click on the ”Show Order" button on your relevant order
  • Click on the ''Invoices'' option. Then, you can print your invoice or save it as PDF if you wish by clicking the ''Print Invoice'' option. 

If you are having trouble accessing your invoice, you can contact us via support@ekoltrend.com Our support team will help you as soon as possible.

After receiving your invoice, you can start your return transaction from the ''Return/Cancel'' field in your member account if you are a member user, or from the order link that was sent to your email address if you are a guest user.

Which products can I return?

You can return every product, except those listed below, within 14 days from the date of delivery, provided that they are in their original packaging, their labels are not removed, they are not dirty, modified, damaged or used.

Non-returnable products are;

- Cosmetics and personal care products 

- Swimsuits, bikinis and underwear products

- Disposable, hygienic products

- Products with close expiration date

- Copiable software and programs, books

- Office supplies (print cartridge, cartridge tape, etc.)

If the products you returned reach us worn, torn, washed, etc., we may have to send the products back to you. In such a circumstance, no refunds can be made.

How does your return process work?

Products are checked when they reach our return address. Returns of products that were used, torn, washed or whose labels are removed are not accepted. In such a circumstance, the products may be sent back to you and no refunds can be made.

After checking the products, we will complete the approval process of the products to be returned, inform you and start your refund process immediately

Depending on your bank's payment processes, it may take up to 14 days for your refund fee to be reflected in your account

Note: Service charges (cargo, tax, etc.) cannot be returned. 

How can I track the products that I returned?

You will be informed via email immediately after completing the return process. You can track your return process from the link sent to your email or by following the steps below.

  • After logging in, select “My Account” by clicking on your username in the upper right corner
  • Click on the “Return/Cancel” button in the menu on the right
You can view the status of your return by selecting ”Show" on the product you want to review
My refund fee has not been deposited into my account. What should I do?

The refund of products that reach our return center and pass the approval process is made immediately. However, it may take up to 14 days for your refund fee to be deposited into your account depending on your bank's payment processes. In such a circumstance, we recommend you to contact your bank first. 

If you can't reach enough information about your refund payment, you can contact us via support@ekoltrend.com

Can I exchange products?

We do not have exchange services. If there is a product or size that you want to exchange, we kindly ask you to return the existing product and create a new order.

Can I cancel my order?

You can cancel your orders that were not delivered to the shipping company from the Return / Cancellation field in your member account if you are a member user, or from the order link sent to your email if you are a guest user.

Orders delivered to the shipping company cannot be canceled. You can return the product after the delivery.

Can I recreate the order that I cancelled before?

Yes, you can reorder the product if there are stocks of that product.

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INVOICE AND WARRANTY CERTIFICATE
How and when will I get my invoice?
  • Invoice is sent according to your preferences when ordering.
  • The option ''My Invoice and Shipping Address is the Same'' is selected on the payment screen.
  • If you select ''My Invoice and Shipping Address is the Same'' option, your invoice will be sent to your shipping address with your order.
  • If you do not select ”My Invoice and Shipping Address is the Same", you will be asked to select one of your invoice address options or enter a new invoice address. Your orders will be sent with a waybill to the delivery address, but your invoice will be sent to your registered email address
I want to change my invoice information

• Check the status of your order from ''My Orders“ section of ”My Account" menu.

• If your order's status is "Your Order Has Been Received" or "Your Order Is Being Prepared", you should send us your new invoice information via support@ekoltrend.com

• No changes will be made if your order has been shipped or delivered.

I want the invoice to be issued to a business.

When you enter your invoice company information in the ''Payment Method" section on the “Order Summary and Payment” screen, your invoice will be issued to the respective company.

Will my orders or invoice be seen through the delivery package?

There is only the information of the sender and the receiver on the delivery package. Products or invoices are not visible through the package.

I have not received the warranty documents of my orders with warranty certificates. What can I do?

For warranty documents that have not reach you, you can get support by sending an email to support@ekoltrend.com  

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CAMPAIGNS, PRODUCTS AND COUPONS
How can I use my coupon code?

Enter your code to the ''Apply Discount Code'' field under the ''Payment Method'' section on the ''Order Summary and Payment'' screen. Then, click on the ''Apply Discount'' button.

Can I use more than one coupon on one purchase?

You can use only one coupon on the same purchase.

Can I use the same coupon on more than one purchase?

Except for single-use coupons, you can use your coupon for more than one order within the validity dates.

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PAYMENT OPTIONS
What are the payment options?

Our payment options are as follows;

Ideal, Giropay, EPS, Alipay, Qiwi, Mybank, Bancontact, Multibanco, P24, Trustpay, Safetypay, Boleto, Finnish Online Banking, Elo, Sepa Direct Debit, WeChat Pay, Knet, Zimpler, Bangkok Bank, Krung Thai Bank, Krungsri Bank, Siam Commercial Bank, Klarna_Bank Transfer, Klarna_Pay Later, Karna_Slice It, PayU, Singpost, eNETS, DragonPay, Sofort, Trustly, Poli, Paypal

Can I use my credit card bonus points for payment?

Payment with credit card bonus points is accepted.

Is it secure to pay by credit card?

Your credit card information is encrypted at your bank and secure payment gateway, and no information can be shared or saved by us

Can I pay at the door?

We do not have a payment on delivery option.

I paid with the wrong card, can I change the payment card?

The payment method cannot be changed once the payment is completed.

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TRANSACTION GUIDE
What should I do to create an account?

You can easily create an account by clicking on the ''Sign Up'' button on the upper right side of our website or mobile application and following the steps below.

  1. Click on the ''Sign Up'' button on the homepage
  2. After you enter your email address, name and surname, create a password, and finally click on the ''Create Account'' button.

You can change your password whenever you want from the ''Change Password'' page on ''My Account'' section.

How can I change my password?

You can change your password whenever you want by following the steps below;

  • Click on "My Account" in the menu that opens when you hover over your username in the upper right corner of the homepage.
  • Click on the “Change Password” button in the “Account Information” section, fill in the relevant fields for the old password and the new password, and click the “Save” button.
I forgot my password, what should I do?

You can request a new password by clicking the ''I Forgot My Password'' button on the ''Login'' page

I want to activate my cancelled membership. What can I do?

You can send an e-mail to support@ekoltrend.com for re-activating your canceled membership.

How can I contact with the vendor?

You can contact the vendor by clicking on the ''Ask the Vendor'' button on the product detail page. 

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ABOUT EKOLTREND
What is Ekoltrend?
  • Ekoltrend is an online trading platform where thousands of products from clothing, cosmetics, home & life products to electronics are available for sale, offering a special shopping experience to users in 248 different countries.
  • Becoming a member of Ekoltrend is completely free.
  • Ekoltrend uses Green - Bar, a high-quality security system. An SSL certificate is used to secure the data transmitted with 128-bit encryption.
Is it safe to shop from Ekoltrend?

Yes. It is completely safe.

  • Ekoltrend uses Green - Bar, a high-quality security system. An SSL certificate is used to secure the data transmitted with 128-bit encryption.
  • Card data used during the ordering process cannot be stored without your permission and cannot be viewed by third parties in any way.
Do you own a physical store?

No, we only make online sales. You can view all of our products at www.ekoltrend.com.

How do I access supplier data?

 Due to company procedures, we do not disclose supplier companies' data.

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