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Returns Policy

 

The information below includes details on returns standards, timescales, refunds and issues arising from damaged or faulty items. If you require information on how to return or exchange an item, please see our Returns and Exchanges page.

Policy Details

You must inform us, as detailed in the Returns and Exchange instructions, that you wish to cancel/return your purchase within fourteen days of receipt of your product(s). You will have fourteen days from receiving your returns 'Request Authorized' email to send the product to us at our return address. 

All items should be sent back to us in their original packaging provided. All items should be returned new, unused and with all Erdem tags and returns tags still attached. Any items that are returned to us in a damaged, soiled or otherwise altered and less than perfect condition may not be accepted and may be sent back to the customer.

Please contact customerservice@erdem.com if any of your items have been delivered without Erdem returns tags (with the exception of shoes). Where provided, any packaging such as authenticity cards, dust bags, and Erdem boxes should be included in your return. 

All items returned to our warehouse should have a corresponding Return Merchandise Authorization (RMA) number (sent via email to the customer upon notification of a return request). Unidentified returns may be returned to the sender. 

Item Specifics

Clothing: Please take care whilst trying on garments. Clothing must be returned in a new, unused and undamaged condition, with the returns tag still attached.

Shoes: Shoes must be returned with all packaging including dust bag and box. While trying on your shoes or deciding whether to keep them, please ensure the soles are protected by standing on a carpeted surface.

Accessories: Please handle all accessories with care and ensure that the returns tag remains attached if you decide not to keep your items. Jewellery items should show no signs of wear, scratches, loose or missing stones or faulty clasps. 

Faulty Items

Items are classified as faulty if they are received damaged or if a manufacturing fault occurs within six months of purchase.

Damage due to wear and tear or as a result of invalid cleaning methods not depicted on the care label, are not considered faulty.

Where possible, we will offer to repair faulty items. If you would like to exchange your item, please be aware that we can only replace it for the same product in the same size, subject to availability. If a faulty item cannot be repaired or replaced we will offer a full refund. 

Colours

Every effort has been made to ensure the colours of each product are displayed as accurately as possible. However, as computer models and screens may vary, we cannot guarantee that your monitor’s display of colour is completely accurate. 

Refunds

All successfully returned items will be credited to the card used when placing the order and will be refunded in the currency in which you paid (at the exchange rate prevailing on the day of purchase), less any shipping costs, international taxes or import duties incurred. It is advised that all items returned are sent using our free returns service via UPS. 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.

As the responsibility for international customs duties and local VAT/GST (outside of the EU) lie with the customer, Erdem.com are unable to refund any charges incurred upon delivery of the order. You may be able to recover these charges by contacting your local customs bureau directly.

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. 

Faulty or Damaged Items

Shipping costs will be refunded for items that are incidentally delivered in a damaged or in a faulty condition and for orders cancelled before dispatch under the Distance Selling Regulations (DSR’s). 

Late Returns

Items must be returned to us at our warehouse address within 28 days of delivery. Returns received after this time may be accepted at the discretion of Erdem.com but can only be refunded as store credit. 

Gift Returns

If you have received an item from Erdem.com as a gift you may exchange it for another item of the same value or more, provided you pay the cost difference and the additional shipping, taxes and import duties and any additional charges which may incur as a result of exchange. Please contact customerservice@erdem.com for assistance.

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