Return Exchange

How can I return/exchange the product I purchased?

Every product you buy from Hep21 has labels on it that will not prevent you from trying it. Send your return without tearing off or destroying this label on the product. For returns and exchanges, you must send us photographs showing the current condition of the product. The address we will give for the return will be after you submit this information. All transactions are carried out abroad. DOMAIN MODELS CANNOT BE RETURNED AS THEY ARE PERSONALIZED FOR YOU.

How to start the return/exchange process?

You can start the return-exchange procedure for the products you purchased from Hep21 by contacting us within one day from the delivery date. A refund will be made within 14 days after the product is delivered to us. It usually happens in a much shorter time. You can cancel within 24 hours after ordering. Afterwards, the procedures begin. Once you receive it, you can start the return process.
As a Turkish company, we are located abroad and the return or exchange process will be done through our address abroad. Return postage is the responsibility of the buyer.

Who bears the return costs?

It belongs to the buyers. We are a Turkish company abroad. We pay shipping fee and 30% customs duty when sending it to you.

How is the shipping done for returns and exchanges?

If you want to benefit from more affordable postage costs for your return process, we recommend that you use the PTT (Postal and Telegraph Organization) service. However, the final decision is up to your choice and you can use any other cargo company you want.
You must send it to the return address we provide, provided that it includes the cargo tracking number. Do not ship the package back without receiving the address from us.

When will the money be refunded to me?

Returns and exchanges of products that have expired, are unlabeled, used, have lost their resaleability or are damaged are not accepted. It will be sent back to you, prepaid.
Following the arrival of the product to us, if no error is detected due to use after the inspections to be carried out by us, the product price will be refunded to your account or card.
Refunds for approved products will be checked and made to you as soon as the product reaches us. The next process depends on your bank. The express delivery service fee is not refundable for orders placed with the express delivery option.

How to make change?

If you request an exchange, the product will be exchanged with the color and size you want and the product will be mailed back to you.

How to cancel?

It is not possible to cancel your packages once they are on their way. However, if you refuse when your package is tried to be delivered to you and the package is returned to us, your fee will be refunded. In this case, your fee will be refunded, taking into account all expenses we have incurred (such as shipping and 30% customs fee).
You can cancel within 24 hours after ordering. Afterwards, the procedures begin. Once you receive it, you can start the return process.

The importance of size selection``
Choosing the right size for your pet is a priority and will help you complete your order more easily. First, you need to take the body measurements of your dog or cat. By taking these measurements, you can choose the size that best suits you and then complete your order.
Additionally, our Instagram team is also here to help you choose your size. They will give you the best advice they can, but ultimately the decision is yours and these recommendations are not binding. Any advice given to you is provided as a guide only and the final decision is in your hands.

Frequently Asked Questions

return exchange

You can return and exchange. Please start the process by contacting us as soon as you receive it. The refund will be completed within 14 days for the product we receive.

There are no refunds or exchanges for custom-made models with tags.

We are a Turkish company abroad, returns and exchanges will be made through the foreign address.

Return and exchange postage is the responsibility of the buyer.

When sending the product to you, the shipping fee and 30% customs fee are covered by us.

How to cancel

CANCELLATION: There is no cancellation for packages that are on their way. However, if you reject the product when it is tried to be delivered to you and the package is returned to us, you can get a refund.

In this case, we need to deduct all the expenses we incur. (Such as shipping + customs fee..)

Packages Not Received

Refunds will be made for packages not received for whatever reason; Our international shipping fee will be completed by deducting + 30% customs tax.

We have no interest in the operation of postal companies in Turkey. Please contact them to track your package and receive it when necessary.

This method will also be applied if a cancellation request is requested for packages that have departed.

How can I get the tracking number

Once your order is on its way, you will be informed via MAIL.

Don't forget to check the SPAM folder in your mailbox.

If you create an account when ordering, you can find the tracking number and link there.

about us

We always21. A company founded by pet owners for pet owners. We launched in July 2019 and since then our loyal customer base has rapidly grown into a thriving global community of over 150,000 people.

Secure shopping

It is important that you contact us immediately after the delivery date of the products you purchased from Hep21 and start the process on the same day. After your returned package reaches us, your refund will be made within 14 days. It usually takes a much shorter time. You can cancel within 24 hours after ordering. Afterwards, the process begins. Please start the return process as soon as you receive it, without waiting..

Size Selection

Chest circumference and back length measurements are decisive in clothing and collars.

Taking measurements to leave one finger space for the collar will help you choose the right size.

You can see how to take measurements on this page.CLICK

A separate size chart for each product is included in the ad content.

If you want, you can also get help from our Instagram team with the measurements.


How can I get

Steps for making electronic purchases:

1. By registering or becoming a member of our site
You can shop quickly without any hassle.

2. After determining the products you want to buy, you can add them to your shopping cart by clicking the " Add to Cart " button. The purpose of the shopping cart is what the customer chooses
It provides convenience by eliminating the necessity of purchasing.

3. You can see the price and other information about the product in your Shopping Cart. Additionally, the quantities of the products
You can change it or remove it from your cart. Product prices and amount information include VAT.

4. You can get the products in your cart in 3 different ways. Cash payment by credit card, installment payment by credit card and payment by debit card.

After selecting the payment method, a detail screen appears depending on the payment method you selected. After entering the desired data, click the "Buy" button.

5. Make sure you use a working email when placing an order. Because information after the order will be made via this e-mail.

6. If you pay by credit card
As soon as you confirm the order, the information reaches the network processing mechanism (SSL) through a special passage over the net, where the banks making the payment and receiving the payment approve or reject this transaction.
If your credit card information is correct, your order will be accepted. The cost of the products you purchase reaches us via bank. Order positively
If completed, an e-mail is sent to the customer with information about his order. Your card information is transmitted to the bank system via SSL encryption before it reaches us. All websites in the world make payments using this method.
they get it.

7. At the end of these processes, the system
It will automatically give you an order number. This number later
In order to carry out payment and order tracking transactions,
should be recorded.

8. You can check the status of your orders at any time with the help of the order tracking module.

Order and Delivery

What should I pay attention to when ordering?

First of all, you need to make sure that the membership form you fill out while becoming a member contains complete and up-to-date information. In case of any problems that may arise after your order, our customer representative will contact you by e-mail using the contact information in your membership information. Your order will be sent to the delivery address you entered. In order to avoid any problems during cargo delivery, you must write your address in full detail.

How can I order?

In order to place an order on our site, you must first become a member of our site. After creating your membership, you can go to the page of the product you want to buy, choose the color and size you like, and add the product to your cart by pressing the "Add to Cart" button. You can then click on "My Cart" at the top right of our page, enter your payment information after the shipping and delivery information that the system will ask you, and place your order.

Which cargo company will my order be sent with?

After your order, the products will be delivered by PTT or Aras Kargo in T├╝rkiye.

I placed my order, what happens next?

After your order reaches our system without any problems, an e-mail stating the details of your order will be sent to the e-mail address you used when registering to our site. Our customer representatives will prepare and ship your products to deliver your order to you as soon as possible without any problems. When your product is delivered to the cargo company, we will send you an e-mail again and you will be informed about the cargo. You can make your payments with Visa, Visa Electron and Mastercard credit cards or debit cards.

Our delivery times are between 6-26 days. It is shown to be delivered as quickly as possible within these periods.

How can I track the status of my order?

You can track all the orders you have placed on our site from the My Orders section on your account page after logging in.

What should I pay attention to when I receive the product?

Open and check the packages you think were damaged during shipment in front of the cargo officer you received them from. If there is any damage to the product, do not take delivery of the product by keeping a report with the cargo company. Product delivery
Please remember that you accept that the cargo company has fully fulfilled its duty upon receipt.

Is the inside of the package visible?

No, it doesn't appear. We don't write what's inside.

What is the shipping fee

International postage and customs are paid by us.

You can check the customs and postal process in your country and get more information.

Return and exchange postage is the responsibility of the buyer.

Do you have delivery abroad?

Mail is sent all over the world. We ship for as little a fee as possible. You can see the fee for that country by adding it to your cart and going to the payment page.

Which postal company will deliver with

Your orders will be delivered by PTT, which has the most widespread logistics network in Turkey, or in some cases by Aras Cargo. Deliveries in other countries will be made by the national postal companies of those countries.

At what time will the product I purchased be delivered?

The products are delivered by PTT to the delivery address you specified during working hours (weekdays and Saturdays).

When will my cargo arrive?

Our delivery time is within the range of 8-36 days. It is usually delivered towards the middle of this period . We cannot provide a full day, but we are working as quickly as we can.