Effective Date: January 1, 2025
Last Updated: May 25, 2025
At Eastanbul Food, your satisfaction means everything to us. We stand behind the quality of every product we offer and aim to make returns simple, fair, and hassle-free.
Food Items: You may request a return or refund within 14 days of delivery.
Non-Food Items (e.g., kitchenware, gift items): Return or refund requests are accepted within 30 days of delivery.
Items must be unopened, unused, and in their original condition. Please contact us if you are unsure about eligibility.
If your order arrives with a seller-related issue—such as being damaged, defective, melted, or containing the wrong item—it is eligible for a return or refund, even if the item has been opened.
Notification Deadlines:
Damaged, melted, or wrong items must be reported within 5 business days of delivery.
Defective items must be reported within the applicable return window (14 days for food, 30 days for non-food items).
Eligible Damages Include:
Spillage
Dented boxes
Eligible Defects Include:
Foreign objects or materials
Grossly misshapen or deformed food items
Moldy or spoiled items before their expiration date
To process your claim, we require:
A detailed explanation of the issue
Photos or a short video clearly showing the issue
Images of the product, outer packaging, and shipping label
Please email all materials to returns@eastanbulfood.com. Requests without supporting documentation may not be eligible for refund or replacement.
In most cases, we do not require a physical return—we trust our customers and strive to make the process hassle-free.
Not Considered Damage or Defect Due to Seller Fault:
Dislike of the smell, texture, or appearance of the product or packaging
Items not meeting personal expectations
Items that did not fit the intended recipe
Natural imperfections in food items (e.g., irregular sizes, color variations)
Minor spillage that does not affect product safety or use
Minor damage to the outer shipping box
Slight packaging imperfections that do not affect food quality or safety
Sometimes shipping carriers (such as UPS, USPS, etc.) may lose, misdeliver, or damage packages during transit.
Lost Items: Applies when an order is marked as 'in transit' for more than 2 weeks or appears as lost on the tracking page.
Misdelivered Items: Applies when an order is marked as 'delivered' but the customer did not receive it.
Damaged Items: Applies when the box or item arrives with visible damage likely caused during transit.
You must notify us within 5 business days of the delivery date for misdelivery or damage claims. For lost items, please allow 5 business days after the expected delivery date before contacting us.
We will open a carrier claim on your behalf. At our discretion, we may issue a refund before the carrier’s investigation is completed. Otherwise, refunds will be issued (or denied) based on the carrier’s official claim result.
Your cooperation—including prompt reporting and providing supporting documentation (such as photos)—is essential. Claims denied due to lack of evidence or incomplete documentation are not eligible for refund.
If the return is due to our error (e.g., wrong item, major damage, defective product), Eastanbul Food will cover the cost of return shipping (if a return is required).
For all other returns, including reasons such as change of mind, taste preference, or ordering error, the customer is responsible for return shipping.
We are not liable for lost or damaged items during return transit. Customers are encouraged to use a tracked shipping method and package items securely.
We reserve the right to assess claims on a case-by-case basis and provide guidance accordingly.
We usually do not apply restocking fees or deductions. However, in certain cases, a restocking fee may be applied instead of a full refund. These include, but are not limited to:
Items returned opened that should have been unopened
The return reason was misrepresented (e.g., claiming damage where none exists)
Fewer items returned than were originally ordered
A different item returned than what was originally shipped (please note: we do not retain or return incorrect items sent back in error regardless of its value)
Missing packaging
Damaged item in transit back to us
For non-food items we also reserve the right to charge a restocking fee if the returned item has been used, damaged by the customer, or is missing original components or packaging.
All partial refunds and restocking fee decisions are made at the sole discretion of Eastanbul Food.
Eastanbul Food does not guarantee that the item delivered will have its full shelf life remaining. However, we guarantee that each product will have sufficient time to be consumed based on its type and typical usage.
If you believe you received a product that does not allow reasonable time for use before its expiration date, please contact us at returns@eastanbulfood.com for a return or refund.
We currently do not accept returns for international orders.
If your international shipment arrives damaged or incorrect, please notify us within 5 business days of delivery and we will work with you to find a fair solution.
We do not accept returns on:
Opened or partially consumed food products (unless defective due to seller's fault)
Perishable items not properly stored after delivery
Customized or made-to-order items
Wholesale or bulk orders (unless defective or incorrect)
Return requests made after the 14- or 30-day window (as applicable)
Orders may be canceled within 2 hours of placement, as long as they haven’t entered processing or shipping. After that, please contact us—we’ll do our best to assist.
To protect our customers and maintain fairness, Eastanbul Food reserves the right to monitor and limit return activity. We may refuse returns or refunds in cases of:
Excessive or repetitive return claims
Inconsistent or suspicious documentation
Attempts to return items that were never purchased or received
Abuse of our generous return policy for personal or financial gain
Fraudulent claims may result in account suspension, denial of future orders, or legal action.
We appreciate your understanding as we work to ensure a safe, honest experience for all customers.
Email returns@eastanbulfood.com with:
Your order number
Reason for return
Supporting photos or video (if applicable)
Our team will review your request and respond with next steps promptly.
We’re a family-run company that treats every order with care. If something doesn’t meet your expectations, reach out—we’re here to help.
Your go-to e-grocery for Mediterranean, Turkish, and Middle Eastern Traditional Foods
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