We've gathered the most frequently asked questions about Heryerbitki here. If you can't find the answer you're looking for, you can reach us every day between 08:30 – 21:00. If you've already placed an order, use Live Help on the My Orders page for the fastest support and a smooth experience; your order details are automatically shared with our team, so there's no need to give your order number. For pre-order questions, you can write to our WhatsApp support line at 0551 384 86 68 or email info@heryerbitki.com.
Orders
How do I place an order?
First, select the recipient's province and district; the products available for delivery to that area and the delivery time slots will appear. Choose your product, write your card note, enter the recipient's name, address and phone number, and complete payment. You'll receive an order confirmation by email and SMS.
Will I receive updates after placing my order?
Yes. You'll be notified by SMS and email at every stage: order confirmation, payment confirmation, preparation, dispatch and delivery.
Can I order without creating an account?
Yes, you can order as a guest. If you sign up, you can track all your orders on one screen, save your addresses and enjoy exclusive offers.
Will my order look like the picture?
The design, colour and flower type are prepared as shown in the picture. Some flowers may not be available depending on the season; in that case, equivalent flowers of the same colour and value are used. In every case, a photo of your flowers is sent to you once they're prepared, and they go out for delivery with your approval.
Are the flowers in my order fresh?
Yes. Every order is made to order with fresh flowers on the day; we never send pre-made arrangements. A photo of the prepared flowers is sent to you before delivery.
Can I change the date, time or recipient details after ordering?
You can change the recipient details, delivery date and time slot before your order moves into preparation. Simply send your request via the My Orders page or Live Help.
How do I track my order?
You can see your order's current status in real time on the Order Tracking page or in our mobile app. You'll also be notified by SMS and email when it's prepared, dispatched and delivered.
Will I be notified when my order reaches the recipient?
Yes. Once delivery is complete, you'll be notified by SMS and email, and the status will show as "Delivered" on the Order Tracking screen.
Can I add a card note?
Yes. The note you write while ordering is delivered with the flowers on a special card. Card notes are free. If you don't write a note, the flowers are sent without one.
What if I receive a different product from the one I approved?
If this happens, contact us right away via Live Help on the My Orders page. Your request will be reviewed and, depending on your preference, the correct product will be resent or you'll receive a refund.
Is the recipient told who sent the flowers?
The recipient sees whatever you write on the card note. If you'd like to send anonymously, you can leave the note unsigned; our courier won't share your details.
Do you have a mobile app?
Yes. The Heryerbitki app is free on the App Store and Google Play. You can place orders, track them and view your delivery photo in the app.
How can I contact Heryerbitki?
If you've placed an order, use Live Help on the My Orders page for the fastest support; your order details are automatically shared with our team. For pre-order questions, you can write to our WhatsApp support line at 0551 384 86 68. Live Help and WhatsApp are available every day from 08:30 – 21:00; our email address is info@heryerbitki.com. For all channels, see our Contact page.
Delivery and Partner Network
Which cities do you offer same-day flower delivery to?
We offer same-day delivery in Istanbul with our own courier team, and in Ankara, Izmir, Eskişehir, Antalya, Bursa, Kocaeli and other provinces through our partner florists. The current list appears when you select the province and district while ordering; if same-day delivery is available in your area, time slots will be listed.
What's the cut-off time for same-day delivery?
You can place your order until 18:00 for same-day delivery. Available time slots are shown on the order screen depending on the area and demand; a slot that isn't shown is already full for that day.
How long does delivery take in Istanbul?
Orders in Istanbul are delivered within 90 minutes on average. If you'd like a specific time, you can choose a time slot when ordering.
Will delivery be made within my chosen time slot?
Yes. Your chosen time slot is the basis of our delivery plan, and courier routes are planned around it. Except for external factors such as traffic and weather, delivery is made within the specified slot.
What is a partner florist, and where are my flowers prepared?
Our partners are local florists working to Heryerbitki standards and connected to our ordering system. An out-of-town order goes to our partner in the recipient's city, where the flowers are freshly prepared and delivered by courier; the flowers don't travel long distances.
What is photo approval?
Once your flowers are prepared, a photo is sent to you before they go out for delivery. The courier sets off after you approve; the flowers you see are the flowers delivered. You'll also be notified by SMS upon delivery.
Is the recipient called before delivery?
To keep the surprise, the recipient isn't called beforehand; the courier goes straight to the address. If the recipient isn't there, our courier will call the recipient first, and you if they can't be reached.
What happens if the recipient isn't at the address?
At a home address, the flowers are left with a relative; at a work address, with reception or security, and you'll be informed. If there's no one to receive them, we'll contact you and arrange redelivery.
Can I send flowers to a hospital?
Yes. Add the hospital name, department and room number to the address. Some departments, such as intensive care, don't accept flowers; in that case, the flowers are delivered to the point designated by the hospital. For a detailed guide, see our article on how to send flowers to a hospital.
Do you deliver on weekends and public holidays?
Yes. We deliver on Saturdays, Sundays, public holidays and religious holidays. As demand is higher on special days, we recommend ordering a day in advance.
What if my order is delivered late?
We stick to your chosen time slot. In rare cases of delay due to traffic or weather, we'll inform you in advance and offer a solution.
Shipping by Cargo
Can I send flowers to cities without same-day delivery?
Yes. For areas without a partner florist, shippable products are sent in special boxes. When you select the recipient's area, you'll see which products can be shipped; for a non-shippable product, a "this product cannot be sent to this area" warning appears.
When will a shipped order arrive?
Shipped orders placed by 17:30 are dispatched the same day and usually delivered within 1-2 business days depending on the area. You can choose the delivery date when ordering.
Is there an extra charge for shipping?
If there's a shipping fee, it's clearly shown in the order summary before payment; there are no extra charges after payment.
Will my flowers be damaged in transit?
Shipped products are secured and packed in special shock-resistant boxes. If a product arrives damaged, let us know with a photo; depending on your preference, a replacement will be sent or you'll receive a refund.
What should I do if my shipped order arrives damaged?
On the day you receive it, take a photo of the product and send it to us via Live Help on the My Orders page. It will be reviewed quickly with the photo; depending on your preference, a replacement will be sent or you'll be refunded.
How do I track my shipment?
Your tracking number appears on the My Orders page and is sent to you by SMS. The shipping company notifies the recipient by SMS before delivery.
Is there a notification before delivery for shipped orders?
Yes. The shipping company notifies the recipient by SMS on the delivery day, and you can follow the process on the Order Tracking screen.
Can I add a card note to a shipped order?
Yes. Your card note reaches the recipient inside the package.
Can I cancel a shipped order?
If you contact us before the order is handed to the shipping company, it's cancelled free of charge. It can't be cancelled once shipped; if the product arrives damaged or incorrect, the return process applies.
Payment and Invoicing
Which payment methods can I use?
You can pay by credit card, debit card or bank transfer/EFT. If you choose bank transfer/EFT, the bank details appear on the order confirmation screen and in your email; payment must be made within the specified time.
Can I pay by bank transfer/EFT?
Yes. Choose bank transfer/EFT at the payment step; our bank account details appear on the order confirmation screen and in your email. If payment isn't made within the specified time, the order won't be prepared. Account details are on the Bank Details page.
Can I pay in instalments?
If your bank is a partner, credit card instalment options appear on the payment screen.
Can I pay on delivery?
No. Payment is taken at the time of ordering by credit card, debit card or bank transfer/EFT; the courier doesn't accept payment on delivery.
Do prices include VAT and delivery?
Yes. The prices you see include VAT. There is no extra charge for same-day delivery; for shipped orders, any shipping fee is clearly shown in the order summary, so there are no surprise charges.
I got an error during payment, what should I do?
Check that your card is enabled for online shopping and that you have sufficient limit. A failed payment does not cancel your order; you can try again on the same order or use a different card. If the problem persists, message Live Help.
My payment failed, can I try again?
Yes. A failed payment does not delete your order; you can retry payment for the same order from the My Orders page or use a different card.
Will I be notified when my payment is received?
Yes. As soon as payment is completed, your order confirmation is sent to you by SMS and email.
How will I receive my invoice?
Your e-archive invoice is issued automatically once your order is completed and sent to the email address you entered when ordering.
Can I get a corporate invoice?
Yes. Simply enter your company name, tax office and tax number in the billing information field when ordering; the invoice will be issued with these details.
Cancellations and Returns
Can I cancel my order?
You can cancel your order free of charge by contacting us at least 2 hours before the delivery time. Orders that have been prepared and dispatched cannot be cancelled. Shipped orders can be cancelled before they are handed to the courier.
Can I return flowers?
Since cut flowers and arrangements are perishable, they are excluded from the right of withdrawal under distance selling regulations. This rule does not apply if the product arrives damaged, incomplete or different from your order; let us know right away.
What is your return policy?
For products that arrive damaged, incomplete or different from your order, we offer an unconditional solution: a replacement or a refund, as you prefer. For perishable products such as cut flowers, returns simply because you don't like them are not legally possible; for non-perishable products (boxed roses, artificial trees, vases, accessories), the right of withdrawal can be exercised within 14 days, provided the item is unused and its packaging is intact.
How do I start a return?
Send your request with a photo of the product via the Live Help button on the My Orders page; your order details are automatically forwarded to our team. Requests are reviewed the same day and you will be notified of the outcome.
What if the product arrives damaged or incorrect?
Let us know as soon as possible after delivery, with a photo, via Live Help on the My Orders page. Depending on your request, a replacement will be sent or a refund issued.
When will the refund reach my account?
Once the cancellation or return is approved, the amount is refunded to the original payment method; depending on your bank, it will appear in your account within 7-14 business days.
Corporate Orders
How do I place a corporate or bulk order?
Send your request to info@heryerbitki.com or fill in the form on our corporate orders page. Your corporate consultant will contact you the same day, and together you will prepare the delivery plan and quote.
What are the benefits of corporate orders?
Bulk orders come with special pricing, priority delivery planning, and custom branded card and packaging options. For companies that order regularly, a current account and flexible payment terms can be set up.
Do you offer corporate gift options?
Yes. All products on our site can be turned into corporate gifts; we prepare options for different budgets with custom branded cards and packaging for your employees, business partners and customers.
Can I send to different cities at the same time?
Yes. Thanks to our partner network, delivery to multiple cities can be planned on the same day; just send us your address list.
Membership and Account
How do I sign up?
You can create your account in a minute via the Sign Up link by entering your first name, last name, email and password.
I forgot my password, what should I do?
Click the "Forgot My Password" link on the login page; a password reset link will be sent to your registered email address.
How can I change my password?
After logging in, go to the My Account Details page, enter your current password and set a new one. Passwords containing letters, numbers and symbols are more secure.
Can I change my email address?
For security reasons, the email address cannot be changed through your account. You can update your password at any time from the My Account Details page.
How is my personal data protected?
Under the KVKK (Turkish Personal Data Protection Law), your data is used only for the order and delivery process and is not shared with third parties. For details, see our Privacy Notice page.
Discounts and Promotions
Where do I use my discount code?
Enter your code in the Discount Code field on the "Order Details" screen during checkout; if valid, the discount is instantly applied to the total.
Which products are discount codes valid for?
Codes are generally valid on non-discounted products, and only one code can be used at a time. Terms of use are stated in the promotion announcement.
What happens if an order I used a discount code on is cancelled or returned?
Discount codes are single-use. In case of cancellation or return, the amount you paid is refunded, but the used code cannot be reused.
My discount code isn't working, what should I do?
Check the code's expiry date, minimum basket amount and any restrictions on discounted products. If the problem persists, send the code to Live Help and our team will check it.
How can I stay informed about promotions?
If you sign up and opt in to communications, you'll be the first to hear about promotions via email, SMS and app notifications.
Partnership
How do I become a Heryerbitki partner?
If you're a florist, fill in the partner application form. Our team will contact you; if approved, you'll be connected to our order system and will prepare and deliver Heryerbitki orders in your area.
Does becoming a partner require investment?
The partnership model varies by city and location; once your application is reviewed, the terms are shared during a meeting.
What kind of support does Heryerbitki provide to partners?
We provide our partners with order and courier management software, brand usage, regional digital advertising, product and design training, special pricing during promotional periods, and centralized supply support.