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 our terms and conditions). Please ensure that all returns are sent back in the original packaging provided and with returns tags still attached.

HOW TO RETURN AN ITEM

If you wish to return any items from your order, we ask that you register your return or exchange with us through our Returns portal within 14 days of receiving your order for swift processing. Once registered, you have an additional 14 days to return the goods to ERDEM.

Please use our complimentary returns service via DHL by sticking the return label included in your order, to the outside of your parcel. Please ensure that all returns are sent back in the original packaging provided and with returns tags still attached.

• 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
• For returns from Germany over €1,000. Please kindly follow this link and follow the steps to receive the correct documentation needed to return your parcel: https://www.ausfuhrplus.internetzollanmeldung.de/iaap/logon.do?requestedURL=%2Fcontent.do. Unfortunately, we are not able to go through this process on your behalf. If you incur any charges throughout this process, please keep a copy of any invoices / payment receipts and we will reimburse you for these fees.
• 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.

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 shipping costs. For  any additional help or queries regarding the returns process, please contact us at: customerservice@erdem.com

ADDITIONAL 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.

• 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.
• Jewellery: Please note that pierced earrings are non-returnable for
  reasons of hygiene and safety.
• Accessories: Please handle all accessories with care and ensure that the returns tag remains attached if you decide not to keep your items.
• 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.

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.

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 or UPS. If you choose to return an item to us via any other provider or a different DHL or UPS account, the costs incurred will not be reimbursed.

FAULTY OR DAMAGED 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.

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.

COLOURS

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