Shipping policy
At Hetra, we believe the luxury experience begins the moment you place your order and is completed the moment you open our carefully prepared package. We work meticulously to ensure your jewelry reaches you safely, quickly, and flawlessly.
Order Preparation Time
All orders are carefully prepared and handed to the courier within [1–2] business days after you receive your order confirmation email (excluding weekends and public holidays).
You will also receive a notification email once your order has been shipped.
Short delays in preparation time may occur during busy campaign periods or special occasions. Thank you for your understanding as we prepare your items with the utmost care.
Domestic Shipping
For standard shipments within Turkey, the shipping fee is calculated and displayed at checkout.
Standard Shipping:
[Yurtiçi Kargo / MNG Kargo, etc.]
Estimated delivery time: 1–3 business days
Free Shipping:
[E.g. 500 TRY and above] standard shipping is free on all domestic orders.
International Shipping
We are delighted to bring Hetra's elegant and understated luxury to the world. We ship internationally to most countries. Shipping fees are calculated and displayed at checkout based on the delivery address.
Estimated International Delivery Time:
Depending on the country and customs processes, 5–14 business days
Customs Duties and Fees:
International orders may be subject to import duties, customs fees, or VAT in the destination country. Any such additional fees are the responsibility of the buyer. Hetra is not responsible for these fees.
How Can I Track My Order Status?
Once your order has been shipped, you will receive an email containing the tracking number. Please allow up to 48 hours for it to be reflected in the courier's system.
If you have not received your order despite the estimated delivery time having passed, you can email us at hetrajewelry@gmail.com along with your full name and order number. We will assist you as soon as possible.
Address Errors and Undeliverable Packages
Please carefully review your delivery address at checkout. Hetra is not responsible for shipments delivered based on an address entered incorrectly by the customer.
For shipments returned to us due to an incorrect address or failure to collect the package, reshipment can be arranged (an additional shipping fee may apply).
Lost or Damaged Packages
Customer satisfaction is our priority. If your order arrives damaged, please contact us as soon as possible at hetrajewelry@gmail.com with your order number and a photo showing the condition of the product.
We evaluate each situation individually and do everything we can to provide the most suitable and satisfactory resolution.