Client Services

Returns Policy

We hope that you are delighted with every order you receive from Erdem.com, but if you are not perfectly satisfied with your items, you have 14 days to return them to us for a refund (unless faulty, in which case please see clause 10 of our terms and conditions). Please ensure that all returns are sent back in the original packaging provided and with returns tags still attached.

You must notify us if you wish to return any items from your order within 14 days from the day of receipt. Once notified, you have an additional 14 days to return the goods to ERDEM.

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 an item, please see the relevant details at the bottom 
of the page.

POLICY DETAILS

All items should be returned new, unused and with all ERDEM 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).

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:

Please note that pierced earrings are non-returnable for reasons of hygiene and safety.

Face Masks:

Please note that face masks are non-returnable for reasons of health and safety.

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 wecan 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, less any shipping costs, international taxes or import duties incurred. For payments made by PayPal, refunds will be credited to your PayPal account and will be visible immediately. Reimbursement time to the credit card associated with your PayPal account depends on the company that issued the card. It is advised that all items returned are sent using our free returns service via DHL. If you choose to return an item to us via any other provider or a different DHL 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. However, you may be able to recover these by contacting your local customs bureau directly.

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 Consumer Contracts Regulations.

LATE RETURNS

Items must be returned to us at our warehouse address within 14 days of delivery. Returns received after this time will not be accepted. Exceptions may apply at the discretion of Erdem.com.

HOW TO RETURN AN ITEM

Please contact customerservice@erdem.com to request your return.To return items to us please use our complimentary returns service via DHL, see details below.

CUSTOMERS RETURNING ITEMS FROM WITHIN THE UK
  • To arrange a free collection of your returns parcel, please contact DHL. From within the UK, telephone DHL on: 02476 937 770 or visit https://mydhl.express.dhl/gb/en/schedule-pickup.html#/schedule-pickup
CUSTOMERS RETURNING ITEMS FROM OUTSIDE THE UK*
  • For all international collections, please call +44 (0)2476 937 770
*INTERNATIONAL RETURN SHIPMENTS (outside of the EU)
Please use our complimentary returns service via DHL by sticking the return label to the outside of your parcel.If you have been provided with a Power of Attorney document or Return Invoice and Waybill, as well as the DHL return label, please contact our customer service team on customerservice@erdem.com to request further instruction on how to return.
For returns from Germany over €1,000, customers will need to seek assistance with export documentation from DHL Express. Please contact DHL Customs Team on +49 228 90243513 or by email to inkofo.express.de@dhl.com. You will need to email them a copy of your return Airwaybill and return invoice, these can be requested from us at customerservice@erdem.com. DHL will then start the process of your Export Declaration which is a new requirement of German Customs.
Please ensure that all returns are sent back in the original packaging provided and with returns tags still attached. All Erdem.com orders should be returned to: ERDEM.COM, 70 South Audley Street, London W1 2RA, United Kingdom. You will be notified by email once your return has been received and processed by a member of our team. Please note Erdem.com does not refund customs duties, shipping costs or international sales tax (outside of the EU).For additional help or queries regarding the returns process, please contact us at: customerservice@erdem.com

EXCHANGES

At this time Erdem.com is unfortunately unable to except exchange requests. Please request a return and create a new order for the replacement item.

CANCELLATIONS

Please refer to clause 8 within our terms and conditions to cancel your order in accordance with the Consumer Rights Act 2015.