You can return unworn items by cargo to our warehouse within 30 days from the date of delivery. We charge a return fee of EUR 3.50 per parcel, which will be deducted from your refund.

You can also return your order from our DeFacto Berlin Store for free of charge.

These options are available for returning your goods:

Option 1: Easy Return

• Log in to your Defacto account.
• Click on the "Return Request" button located on the order detail page.
• Obtain your return QR code by selecting the items to be returned and stating the reason for return.
• Print the QR code and simply stick it on your parcel or take your return parcel to your nearest Hermes collection point and show the QR code to the parcel shop staff.

*This is the fastest return option as we can track your return parcel and arrange your refund quickly.

Option 2: Pre-printed returns label attached to your delivery parcel

Package the items you want to return and simply attach the pre-printed returns label to them. Then take your returns package to your nearest Hermes office. Click here to find the nearest Hermes Parcel Shop. 

* Please note that this option may slow down the refund process as your return request is not created through the returns panel.

Option 3: Return to the DeFacto store in Berlin

 You can also return directly to our DeFacto Berlin store for free of charge. Simply pack the items you wish to return and don't forget to take the delivery note with you.

*Please keep all proof of postage until you have received the correct refund in case you need it later.

*In the unlikely event that you have received a faulty item, please contact us at support@defacto.com

*Please DO NOT return damaged goods unless you contact our support team. Doing so will delay the resolution of your issue.