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Click on "My Orders" on the "My Account" page![]()
Click on "Order Details"![]()
Click on "Delivery Information" to track your order![]()
You will also be notified by email of every step of your package
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Click the "Return Request" button on the order details page.![]()
Select the items you'd like to return and click the "Create Return Request" button. Then generate your QR code.![]()
Drop off your parcel at the nearest Hermes collection point with your QR-Code.![]()
You will be notified by email when your refund has been processed.
- Credit/Debit Card
- Klarna
- PayPal
- PayPal Express
Your invoice will be displayed when you click the "Invoice" button on the Order Details page once your order has been dispatched from our warehouse.
The returns process begins after the products are shipped.
The returns approval process takes 14 days. Once the return checks have been completed and the refund has been approved, we will send you an email and you will receive your refund deducting EUR 3.50 from the amount you paid.
Refund timeframe
Credit & debit cards: 14 working days
PayPal: 3 business days
Klarna: 3 business days
The amount will be refunded to the same payment method you used in the online store.
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. 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.
For shopping baskets under EUR 100.00 we charge EUR 5.99 shipping. For orders over EUR 100.00, we offer free shipping.
When will my order arrive?
Our products are divided into two delivery categories. There are products that can be delivered in 2-4 working days and a second group where delivery can take 8-10 working days.
The number of estimated delivery times can be found next to the product. If you buy two different products, one with a delivery time of 2-4 working days and one with a delivery time of 8-10 working days, you will receive two separate deliveries.
You can track your parcel using the tracking number that will be sent to you when your order leaves our warehouse, or by clicking on "CargoTracking" in your order details.
You can always contact us by email support@defacto.com or by WhatsApp +49 174 3355132.
Of course, we will ship your order wherever you want.
How can I track my order?
- Click on "My Orders" on the "My Account" page.
- Click on "Order Details".
- Click on "Cargo Tracking" to track your order.
- You will also be notified by email of every step of your package.
Is my personal information secure in the online store?
For information on how we protect your privacy, please see our Privacy Policy.
No, we do not have a minimum order value to place an order.
Browse the different categories on the Defacto website - you can click on them at the top left of the screen. If you are looking for something very specific, you can enter a search term in the search box, indicated by the magnifying glass.
As you browse our constantly updated range, you can always click on an item that interests you. This will take you to the product page where you will find all the information you need, including sizes, colours and specific product details. When you see an item you like, choose your size and add it to your basket.
You can view the contents of your basket at any time by clicking on the basket icon in the top right hand corner. From your Shopping Bag, you can customise your selection, apply discounts, check delivery charges and calculate the total value of your order.
Are you ready to complete your order? You can check the contents of your shopping bag again and place your order.
Once you have checked everything, click the "Complete Order" button.
If you wish to apply a discount, you can do so at checkout.
New customers will be asked to create an account. This account allows us to provide you with the best possible customer service and ensure that your future shopping experience is hassle free.
Once you're logged in, you can choose your delivery option and payment method.
Once you have selected your preferred delivery option and payment method, click the "Proceed to Checkout" button. When an order confirmation appears on the screen, your purchase is complete.
It is not possible to update or cancel an order in the DeFacto Online Store.
Only online orders are accepted.
We do not have an order facility for sold out products. You can click on "Remind when in stock" and let us know and we will try to restock the product for you.