EXTENDED RETURNS POLICYIn line with UK government guidelines, the ERDEM Store is temporarily closed until further notice. Our online store, erdem.com, will remain open 24/7 and continues to have health-compliant measures in place. During this time, you may experience a slight delay receiving your order however all orders will have an extended returns poilicy to 28 days after our store reopens.
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 30 days to return them to us for a refund (unless faulty, in which case please see clause 10 of our terms and conditions).
You must notify us if you wish to return any items from your order within 14 days from the day of receipt.
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.
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 [email protected] if any of your items have been delivered without ERDEM returns tags (with the exception of shoes).
All items returned to us 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.
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.
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.
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.
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 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. However, you may be able to recover these 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 may 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 Consumer Contracts Regulations.
Items must be returned to us at our warehouse address within 30 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
If you placed an order as a guest or have any problems accessing your account, please contact [email protected] to request your return.
- Log into My Account, on my Recent Orders listing select the order you wish to return or part-return. Click on the ‘Return’ link against the order.
- Fill in the form and select the item(s) and quantity you wish to return. Choose your reason for your return from the drop down menu. If an item is faulty please provide details in the comment box. Please press 'Submit'.
- You will recieve an email detailing your RMA number.
- Use the provided ‘Returns Proforma Invoice/Commercial Invoice’ form to fill out the RMA number issued by ERDEM Customer Service and tick the items which will be returned.
- Call UPS to arrange a free collection at your convenience. Place items into the box and seal securely and wait for your driver to collect.
- You will be notified via email when your return has been recieved.
To return items to us please use our complimentary returns service via UPS, see details below.
CUSTOMERS RETURNING ITEMS FROM WITHIN THE UK
- To arrange a free collection of your returns parcel, please contact UPS. From within the UK, telephone UPS on: 08457-877-877.
CUSTOMERS RETURNING ITEMS FROM OUTSIDE THE UK*
- For all international collections, please call +44 (0)207 949 0190 or visit www.ups.com.
*INTERNATIONAL RETURN SHIPMENTS (outside of the EU)
Please leave your package open so it can be presented to the UPS driver for checking. You must include the following documentation for export:
- Original commercial invoice (as included on outer box of original shipment)
These documents should be placed inside the plastic wallet included within the box and then attached to the exterior of the box along with the pre-printed returns label.
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: [email protected]
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.
Please refer to clause 8 within our terms and conditions to cancel your order in accordance with the Consumer Rights Act 2015.