Help Center
Help Center
Find answers to common questions about orders, production, delivery and more.
Getting Started
What does Sekapack do?
Sekapack is a B2B premium packaging manufacturer based in Istanbul, Turkey. We design, manufacture and deliver high-end paper bags, rigid boxes, automated bags and specialty packaging directly to brands across Europe. Every order is produced in our own facility and shipped via our proprietary logistics network.
Who can order from Sekapack?
We exclusively serve business customers — brands, retailers, distributors and agencies. We do not fulfil individual consumer orders. Minimum order quantities (MOQ) start from 500 units depending on the product category.
What are your minimum order quantities?
| Product Category | MOQ | Lead Time |
|---|---|---|
| Luxury Paper Bags | 500 units | 14–18 business days |
| Automated Bags | 1,000 units | 10–14 business days |
| Rigid Boxes | 300 units | 18–22 business days |
| Specialty / Bottle Bags | 500 units | 14–18 business days |
How do I request a quote?
- Use the online quote form on our website
- Email us at export@sekapack.com
- Contact your regional account manager if assigned
Include product type, dimensions, quantity, printing requirements and destination country. We respond within 1 business day.
Orders & Production
How do I place an order?
- Request a quote by email or via the contact form
- Receive and approve your commercial offer
- Sign the order confirmation and pay the deposit (50%)
- Submit your print-ready artwork files
- Approve your digital or physical proof
- Production begins — 10–22 business days depending on product
- Balance payment due before shipment dispatch
- Delivery to your facility via our own fleet
Can I change my order after confirmation?
Amendments are accepted within 24 hours of order confirmation at no charge. After production commences, changes may incur additional costs or delay. Contact your account manager immediately.
Can I request a physical sample before ordering?
Yes. Pre-production samples are available for all product categories. Sample fees apply and are credited against your first full order. Sampling lead time is typically 5–7 business days.
Delivery & Logistics
How does delivery work?
Sekapack operates its own logistics fleet for direct delivery across Europe. Goods are loaded at our Istanbul facility and driven directly to your warehouse or retail location — no third-party couriers for standard orders.
Which countries do you deliver to?
We deliver to 27+ European countries including Germany, France, Netherlands, Belgium, UK, Italy, Spain, Poland, Czech Republic, Austria and all EU member states.
What delivery terms do you offer?
| Incoterm | Description | Customs Responsibility |
|---|---|---|
| DDP | Delivered to your door, all duties paid | Sekapack |
| DAP | Delivered to your address, you pay import duties | Customer |
| EXW | Collection from our Istanbul facility | Customer |
How can I track my shipment?
Once dispatched, you receive a tracking reference by email. For live status, contact export@sekapack.com with your order number.
Artwork & Design
What file formats do you accept?
- PDF (preferred) — print-ready, with bleed and crop marks
- AI (Adobe Illustrator) — fonts outlined, images embedded
- EPS — vector only, fonts outlined
- PSD (Photoshop) — 300 dpi minimum, CMYK colour mode
What are your artwork specifications?
- Colour mode: CMYK (not RGB)
- Resolution: 300 dpi minimum at finished size
- Bleed: 3mm on all sides
- Safe zone: keep critical content 5mm from trim lines
- Black text under 24pt: 100% K only (not rich black)
Quality & Returns
What quality standards apply?
All products undergo automated inspection during production and a final quality check before dispatch. We operate a zero-defect policy with materials sourced exclusively from certified suppliers.
What if my order arrives damaged or incorrect?
Inspect your delivery upon receipt and notify us within 5 business days. Include your order number, photographs of the issue, and quantity affected. Email: export@sekapack.com — subject: "Quality Claim – [Order Number]".
We acknowledge within 1 business day and provide a resolution plan within 5 business days.
Can I return packaging products?
Because all products are manufactured to custom specification, standard returns are not accepted. In cases of verified manufacturing defects, we offer a reprint, credit or refund. See our Return Policy for full details.
Account & Billing
What payment methods do you accept?
- Bank wire transfer (SWIFT / SEPA)
- Credit card (Visa, Mastercard) — surcharge may apply
- Documentary credit (LC) for orders above €50,000
What are your payment terms?
50% deposit upon order confirmation, balance due before shipment. Extended terms available for approved long-term customers.
Do you issue invoices in EUR?
Yes. All international invoices are issued in EUR. GBP, USD or other currencies can be arranged on request.
Contact Support
Our team is available Monday–Friday, 09:00–18:00 Istanbul time (UTC+3).
| Channel | Contact | Response Time |
|---|---|---|
| export@sekapack.com | Within 1 business day | |
| Phone | +90 212 706 7225 | Immediate (office hours) |
| +90 533 776 6711 | Within 2 hours |
Still need help?
Our support team is ready to assist you.