Trendyol Saudi Arabia: delivery, returns and customer service

Customer service

The Saudi help centre offers a chat called Ask Trendyol Assistant, listed as open Monday to Sunday from 08:00 to 22:00. A Contact us page sits at trendyol.sa/help/contact-us. The help pages we read show no phone number or email address.

Help topics are grouped into Shipping and delivery, Orders, Returns and refunds, Payment, Invoice and warranty, and Contact us. Searching the right group first often answers routine questions, such as a missing invoice or a declined payment, without a chat.

Shipping fees and delivery

Trendyol does not set one free shipping threshold for Saudi Arabia. The delivery charge for your basket is calculated at checkout, and individual listings may carry a free shipping tag. That label matters twice: it decides the delivery charge and whether cash on delivery is offered at all.

The shipping section of the help centre has entries on bulky items, speeding up delivery, holiday deliveries, delivery windows and missed deliveries. Read the one that fits your order before contacting the assistant.

Tracking, changes and cancelling

The help centre covers tracking that stops updating, orders split into several shipments, which carrier is bringing your parcel, and changing the delivery address before and after dispatch. An order arriving in more than one box is therefore expected rather than a sign that something is missing.

We did not find a stated cancellation deadline on the pages we read. If you need to cancel, use the assistant as early as possible, and remember that a cash on delivery fee is not refundable.

Returning an order

Returns are free within 15 days of delivery, and the parcel can be collected from home or left at a drop-off point. The label is valid for 14 days after it is created, so create it only when you are ready to hand the parcel over.

The returns section also covers eligibility and packaging, partial returns, replacements and changing a pickup address, which is useful if you will not be at the original delivery address.

1. Check that you are within 15 days of delivery.
2. Open the order in your Trendyol account and request the return, which generates the label.
3. Choose home pickup or a drop-off point.
4. Pack the items as the eligibility and packaging guidance asks.
5. Hand the parcel over within 14 days of creating the label, before it expires.

Refunds

Money goes back to the payment method used, and the help centre has entries on refund timing, deductions and cash on delivery refunds. The SAR 22.5 paid for cash on delivery is never included.

One timing point stands out: refunds to mada cards for orders older than 30 days can take months. If you are unsure about an item paid by mada, return it early rather than near the end of the 15 days.

Ways to pay

Accepted in Saudi Arabia: mada, Visa, Mastercard and Apple Pay, the instalment services Tabby and Tamara, and cash at the door. The instalment services take baskets worth SAR 100 up to SAR 5,000.

Paying cash comes with three conditions: a total no lower than SAR 100 and no higher than SAR 1,875, eligibility for free shipping, and a SAR 22.5 charge that is kept. So a SAR 90 basket cannot use it, and a SAR 2,000 basket must go on a card, Apple Pay, Tabby or Tamara.