Customer Service

Shipping & Delivery
Our pieces are made to order via secure transactions through www.edendiodati.com (the “Site”). Orders usually ship in 4 to 6 weeks and are made worldwide. Eden Diodati is not responsible for any lost or stolen packages. All orders are shipped via FEDEX, UPS or Parcelforce. EU shipments take approximately 3-5 business days to arrive. International shipments take approximately 6 to 15 business days to arrive. Please note that you might be subject to import duties and taxes, and any additional charges must be paid by you. Import duties and taxes are non-refundable. Customers who reject an international order will be responsible for the customs fees and shipping charges to and from the country. Please understand that FEDEX/UPS charges shipping fees and custom fees in the event that you refuse your delivery, and Eden Diodati is not able to cover these fees. The rejected package will be returned to Eden Diodati and the cost of the 2-way international shipping plus customs fees will be deducted from your refund. Please contact Eden Diodati at customercare@edendiodati.com or 020 7193 9885 with any questions regarding international shipping.
Privacy & Security
Eden Diodati is committed to protecting your privacy. We do not sell, rent or share information about our customers. All information provided to Eden Diodati remains confidential. Please note that orders are confirmed via email, and we may also contact you via phone, postal mail or email regarding your order. We may also email you occasionallywith news about our products and events. If you would like to be removed from our mailing list please email us at customercare@edendiodati.com. For further information regarding privacy please see our Privacy Policy. To help ensure that your shopping experience is safe, simple, and secure, Eden Diodati uses Secure Socket Layer (SSL) technology.Furthermore, we take reasonable care, in so far as it is in our power to do so, to keep the details of your order and payment secure, but in the absence of negligence on our part we cannot be held liable for any loss you may suffer if a third party procures unauthorized access to any data you provide when accessing or ordering from the Site.
Returns & Replacements
If you are based in the EU under the Consumer Protection (Distance Selling) Regulations 2000 (DSRs), you have the right to cancel your order with us, provided you give us written notice within 7 working days of receipt. Notice of contract cancellation under the DSRs must be given in writing to: Notice of Contract Cancellation, Customer Care Department, Eden Diodati Limited Flat 6 49 Eardley Crescent London SW5 9JT, or by email to:customercare@edendiodati.com. For orders cancelled under the DSRs, we will issue you with a full refund including the shipping cost. However, you will need to return the entire order to us by secure means to ensure it reaches us in good condition, at your own cost. Cancelled orders should be returned to: Eden Diodati Limited Flat 6 49 Eardley Crescent London SW5 9JT. All items must be returned unused and in their original condition, from the original delivery country. We recommend that you insure the return shipment as you are under a duty to take reasonable care of the goods and will be liable for damage to them until we receive them. In case of dispute, we also recommend you retain proof of sending. Refunds will be issued within 30 days of us receiving your cancellation notice. If we do not receive the cancelled order back, we will arrange to have it collected from you at your cost. Please note you may only use your right to cancel the order under the DSRs if you give us formal written notice of cancellation within 7 working days of receiving the order, by email or post as described above, i.e. before requesting your RMA through your Eden Diodati account.
Once you have made your choice and your order has been placed, you will receive an email acknowledging the details of your order. This email is NOT an acceptance of your order, just a confirmation that we have received it. Unless you cancel your order, acceptance of your order and completion of the contract between you and Eden Diodati Limited will be completed when we email you to confirm the goods have been dispatched. The sale contract is therefore concluded in London, England and the language of the contract is English. We reserve the right not to accept your order in the event, for example, that we are unable to obtain authorisation for payment, that shipping restrictions apply to a particular item, that the item ordered is out of stock or does not satisfy our quality control standards and is withdrawn. We may also refuse to process and therefore accept a transaction for any reason or refuse service to anyone at any time at our sole discretion. We will not be liable to you or any third party by reason of our withdrawing any merchandise from the Site whether or not that merchandise has been sold, removing, screening or editing any materials or content on the Site, refusing to process a transaction or unwinding or suspending any transaction after processing has begun.
Payment, Pricing & Promotions
Prices shown on the Site are in GBP and are inclusive of VAT at the applicable rate. All prices and offers remain valid as advertised from time to time. The GBP price of a product displayed on the Site at the time the order is accepted will be honoured, except in cases of patent error. If you are a customer whose credit/debit card is not denominated in Sterling, the final price will be calculated in accordance with the applicable exchange rate on the day your card issuer processes the transaction.
Viewing Orders
Many of our products are made of natural materials, as a result there will be some variations in colour and slight differences that make each item unique, more so over time. These characteristics, some seen after use, should not be seen as faults but as part of the evolving patina of the product.
Updating Account Information
If for any reason you are concerned that the personal information held by Eden Diodati is not correct, please visit the Site and, after logging into the site using the "Sign In" menu on the home page, your personal information will be made available for review and amendment in the "My Account" section. You can change or delete saved credit/debit card details each time you make a purchase. You will also be able to delete saved credit/debit card details by adding or editing a shipping/billing address.