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Frequently Asked Questions

 

Please select from the following FAQ's to find more information relating to your query. If you have a query that is not listed below, please contact us at: customerservice@erdem.com

How Do I Place An Order?

How Do I Contact Customer Service?

What If I Can't Find An Item On Erdem.com?

How Do I Know If An Item Is In Stock?

What If An Item I Want Is Out Of Stock?

Do I Need To Set Up An Account To Place An Order?

Which Size Should I Choose?

What Payment Methods Does Erdem.com Accept?

Is It Safe to Use My Credit Card Online At Erdem.com?

Which Countries Does Erdem.com Ship To?

Does Erdem.com Ship To Post Office Boxes Or Freight Forwarding Addresses?

Why Are Shipping Restrictions Applied To Some Items?

How Much Duty and/or Taxes Will I Have To Pay?

Does Erdem.com Ship To Multiple Addresses?

When Can I Expect My Order To Arrive And How Much Will It Cost?

What Packaging Will My Order Be Shipped In?

Is My Package Insured?

Can I Add Items To An Existing Order? 

How Will I Know If You Have Recieved My Order And When Will Payment Be Deducted?

Can I Track My Order?

How Do I Return Or Exchange An Item?

Will I Be Refunded The Full Value Of My Order?

Can I Share My Wish List?


How Do I Place An Order?

Making a purchase on Erdem.com is easy. Simply select your items, along with size, colour and quantity. These items will be added to your shopping cart and highlighted on the top right menu toolbar of your screen. Click 'buy now' and follow the straightforward prompts on screen.

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How Do I Contact Customer Service?

If you have any problems checking out, please contact our customer service department either by email at customerservice@erdem.com or by telephone on + 44 (0)2033273758, Monday to Friday 10am – 6pm (GMT)

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What If I Can't Find An Item On Erdem.com?

Not every item from each seasonal Erdem collection will be available to purchase online. However, if you do have a special request, please contact us at: customerservice@erdem.com or by telephone on  + 44 (0)2033273758, and we will do our best to accommodate your request. 

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How Do I Know If An Item Is In Stock?

All items are in stock unless they are marked "Sold Out" on each individual product page. Please be aware that even if an item is in your shopping bag, it can still be bought by another customer until you have completed your order.

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What If An Item I Want Is Out Of Stock?

If you are interested in an item that this showing an ‘out of stock’ status, please email or telephone customer service to inform us of your interest and we will do our best to accommodate your request. You can contact us by email at: customerservice@erdem.com or by telephone on  + 44 (0)2033273758, Monday to Friday 10am – 6pm (GMT)

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Do I Need To Set Up An Account To Place An Order?

The Erdem.com website can be used without an account, however, to place an order or to track a shipment, the website requires that you create a personal account. By registering with Erdem.com you will be able to enjoy the following benefits through your account:

- Track your orders and review past purchases

- Request your return or exchange directly from your account

- Gain access to your Wish List

- Be notified when new stock arrives

- Save your address and card details for faster shopping

- Manage your account details, order history and email preferences and see order status.

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Which Size Should I Choose?

All items sold on Erdem.com adhere to a UK sizing system, however, you can find a link to our international size guide on each individual product page and by clicking here. 

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Which Payment Methods Does Erdem.com Accept?

We accept MasterCard (debit/credit), Visa (debit/credit), Visa Electron and UK Maestro.

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Is It Safe to Use My Credit Card Online At Erdem.com?

Erdem.com uses Sage Pay to provide a secure payment gateway (Level 1 PCI DSS), for processing personal card payments. At Erdem.com it is our utmost priority to ensure that transaction data is handled in a safe and secure way. To ensure every transaction is processed securely we use Sage Pay. You can find more information on Sage Pay by visiting our Payment Security page.

Which Countries Does Erdem.com Ship To?

Erdem.com ships worldwide to the following countries: 


Shipping ToServiceDelivery Estimate
UNITED KINGDOMUPS Domestic Standard1 - 2 Business Days 
Destinations covered: United Kingdom, Republic of Ireland
EUROPEUPS Standard1 - 5 Business Days 
Destinations covered: Andorra, Austria, Belgium, Bulgaria, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Monaco, The Netherlands, Norway, Poland, Portugal, Romania, San Marino, Slovakia, Slovenia, Spain, Sweden, Switzerland
INTERNATIONALUPS Express Saver3 - 5 Business Days 
Destinations covered: Algeria, American Samoa, Angola, Argentina, Australia, Anguilla, Antigua and Barbuda, Aruba, Bahamas, Barbados, Belarus, Belize, Bermuda, Bolivia, Bahrain, Bangladesh, Benin, Bhutan, Botswana, Brunei Darussalam, Burkina Faso, Burundi, Brazil, Cambodia, Cameroon, Cape Verde, Cayman Islands, Central African Republic, Chad, Chile, China, Comoros, Colombia, Comoros, Costa Rica, Cook Islands, Cuba, Canada, Djibouti, Dominica, Dominican Republic, Egypt, El Salvador, Equatorial Guinea, Eritrea, Ecuador, Faroe Islands, Fiji, French Guiana, French Polynesia, Gabon, Gambia, Ghana, Gibraltar, Greenland, Guadeloupe, Guam, Guinea, Guinea-Bissau, Grenada, Guatemala, Guyana, Haiti, Happy Island, Hong Kong, Honduras
, India, Indonesia, Israel, Jamaica, Japan, Jordan, Kenya, Kiribati, Kuwait, Lao People's Democratic Republic, Lesotho, Libyan Arab Jamahiriya, Macao, Madagascar, Malawi, Malaysia, Maldives, Mali, Marshall Islands, Martinique, Mauritania, Mauritius, Mavotte, Mexico, Micronesia, Mongolia, Mozambique, Montserrat, Morocco, Namibia, Nauru, Nepal, New Caledonia, New Zealand, Niger, Northern Mariana Islands, Netherlands Antilles, Oman, Pakistan, Palau, Palestinian Territory, Philippines, Panama, Paraguay, Papua New Guinea, Peru, Puerto Rico
, Qatar, Reunion, Russia (exl. Siberia), Saint Lucia, Saint Vincent and Grenadines, Samoa, Saudi Arabia, Senegal, Seychelles, Sierra Leone, Singapore, Solomon Islands, South Africa, Sri Lanka, Suriname, Swaziland, Saint Kitts and Nevis, Taiwan, Tanzania (United Republic of), Thailand, Togo, Tokelau, Tonga, Tunisia, Tuvalu, Trinidad and Tobago, Turks and Caicos Islands
, Tuvalu, Uganda, United Arab Emirates, Uruguay, United States, Vanuatu, Vietnam, Venezuela, Virgin Islands-British, United States of America, Wallis and Futuna, Zambia, Zimbabwe

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Does Erdem.com Ship To Post Office Boxes Or Freight Forwarding Addresses?

Unfortunately, as all shipments require a signature authentication upon delivery, we are unable to deliver to PO Boxes, other than in the following countries: Bahrain, Jordan, Kuwait, Lebanon, Qatar, Saudi Arabia and the United Arab Emirates. To delivery to PO boxes in this country, you must provide a valid telephone number, and if requested, an additional personal or business address. We do not deliver to forwarding addresses, which includes Aramex addresses. For more information on shipping to PO Boxes in the Middle East, please view our Shipping Information

Why Are Shipping Restrictions Applied To Some Items?

Due to international trading agreements and regulations, Erdem.com is obliged to adhere to particular shipping restrictions. 
As a result, we are unable to dispatch items made of exotic skins outside of the EU. We are also unable to ship jewellery products to Russia and China. For more information regarding restricted items, please see our Shipping Information

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How Much Duty and/or Taxes Will I Have To Pay?

By default, Erdem.com lists all product prices in GBP (£) inclusive of UK VAT until you proceed to purchase your order. If you are ordering an item to be shipped outside of the EU, UK VAT will be removed upon checkout.  All orders dispatched to addresses within the United Kingdom (excluding the Channel Islands) will include UK VAT.

Any orders being shipped to countries outside of the UK may be subject to customs or duty and local taxes upon arrival in your chosen country. Erdem.com has no control over these charges and is not liable for any additional charges that may be incurred. For more information on taxes and duties, please see our Shipping Information.

We will not be liable for a lost or missing order that has been signed for in a building, for example an office address that has been provided for delivery.

When placing your order please ensure that all the details concerning the billing and shipping details are correct, as we are unable to redirect packages once the courier has processed an order.

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Does Erdem.com Ship To Multiple Addresses?

You may only ship to one address per order. 
If your order contains gifts or items that require shipping to multiple locations, you will need to place separate orders for each address. 

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When Can I Expect My Order To Arrive And How Much Will It Cost?

For information on delivery and shipping charges to your chosen destination, please view our Shipping Information

All of our delivery estimates commence from the date of dispatch. These estimates are provided by our courier service, UPS, and are estimates only.  We do our best to dispatch all orders within 24 hours and deliver all orders within the estimated timeframe, but cannot guarantee any delivery date.

Please note that in certain areas only a limited range of delivery services is available. We cannot be held responsible for delays as a result of remote delivery locations or weather conditions.

Erdem.com is not responsible for any delays caused by destination customs clearance processes. 


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What Packaging Will My Order Be Shipped In?

All orders from Erdem.com will be packaged inside our custom made white ‘Erdem’ delivery boxes, for which we have three sizes, depending on the number of items and size of each item in your order. These boxes are then placed inside our standard brown shipping boxes to further protect your order during delivery.

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Is My Package Insured?

Every purchase from Erdem.com will be insured from the time it is dispatched from our warehouse to the moment it is delivered to you. Every order delivered will require a signature of receipt and this signature will signify successful delivery and fulfilment. Once your item is delivered and signed for, the responsibility of these good passes to you. There are certain countries we are unable to ship to due to insurance reasons, for a list of these countries, please visit our Shipping Information page. 

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Can I Add Items To An Existing Order? 

It is not possible to combine orders or add items to an existing order. If you would like all your items to be delivered together, you will need to cancel your order(s) and place a new order, which contains all the items you require.

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How Will I Know If You Have Recieved My Order And When Will Payment Be Deducted?

After you place your order, you will be sent an email confirming that your order has been received by our system.

Your chosen payment card will only be debited once your order is recieved by our system. In the rare instance that any of the items you have ordered are not available, you will receive an email from our Customer Care team and will offer to credit the card for the value of items not in stock. 


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Can I Track My Order?

Yes! Once your order has been dispatched, you will receive email confirmation detailing your shipping information and tracking number. You will be able to view and track the status of your shipment by signing in to your Erdem.com account and selecting 'My Account' followed by 'Order Status'. Once your order has been dispatched by UPS, you can track your shipment by visiting www.ups.com and entering your tracking number.

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How Do I Return Or Exchange An Item?

Erdem.com offers a free international returns service. Please notify us of your wish to return or exchange any items from your order within 14 days of delivery. 

Please note, items should not be returned to us without prior notice. All return requests should be submitted through your Erdem.com account. Items returned to us without prior notification will not be refunded.

For more information on our returns process please click here.

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Will I Be Refunded The Full Value Of My Order?

Your refund will be credited to the card used when placing the order. The amount refunded for all approved return items will cover the cost of the item plus VAT (only for countries within the EU). Original shipping costs, customs duties and international taxes (outside of the EU) will not be refunded. In the case of faulty items or items returned under the Distance Selling Regulations (DSR’s), Erdem.com will refund shipping costs, as confirmed by email prior to the approving the return. Please be aware that it can take up to 10 days for a refund to appear in your account.

It is advised that all items returned are sent using our free returns service via UPS. Shipping costs will not be refunded for items returned using other service providers or UPS accounts. If you choose to return an item to us via any other provider or a different UPS account, the costs incurred will not be reimbursed.

Items returned in less than perfect condition and with returns tags unattached will not be refunded. For more information on returns standards please read our Returns Policy.

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Can I Share My Wish List?

You can share your Erdem.com wishlist with others and include a personal message via email. Simply click the link under each product title on the individual product pages to add an item to your wish list. These items will appear as a list in your Erdem.com account. Follow the prompts to share your list with your friends. 

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