FAQ – HERA

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FAQ! NEED HELP?

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See our most frequently asked questions below:

    • For media and press enquiries: press@heraclothing.com

      For general enquiries: info@heraclothing.com

      For customer service enquiries: customerservice@heraclothing.com

      Be sure to include as much information as possible i.e order number (#UK123456), email address, pictures, etc. This will allow us to answer any questions you have as quickly as possible.

      For all returns enquiries: returns@heraclothing.com

      Please note that our office hours are 9-5pm, Monday - Friday, excluding bank holidays. We aim to respond to all enquiries within 48 hours. Any enquiries received over the weekends will be responded to on the next working day. Please get in touch through only one method of contact as contacting through multiple channels for the same query may delay response times for you and other customers.
    • EVRI STANDARD DELIVERY - £4
      Delivery takes 2 WORKING DAYS SMS notification 2 hour delivery window This is a non-signature service
      EVRI EXPRESS DELIVERY - £5

      ORDER BY: 10PM Monday - Friday for next day delivery.
      Orders placed before 12pm on Sunday will be delivered on Monday
      Estimated delivery NEXT DAY (excl. Public Holidays) SMS notification 2 hour delivery window This is a non-signature service See below UK Mainland parcel delivery zones, any postcodes outside of this may not be a next day service.
      DHL NEXT DAY DELIVERY - £6

      ORDER BY: 6PM Monday - Thursday for next working day delivery.

      Service currently unavailable to Northern Ireland
      Estimated delivery is next working day from date order is dispatched (excludes weekends + bank holidays).

      Service currently unavailable to Northern Ireland
    • DHL EXPRESS DELIVERY - £15
      Delivery takes 1-3 WORKING DAYS depending on the zone (see table) Tracked service This is a non-signature service
    • USA DHL EXPRESS DELIVERY - £15
      Delivery takes 1-2 WORKING DAYS Tracked service This is a non-signature service
      AUS DHL EXPRESS DELIVERY - £25
      Delivery takes 3-4 WORKING DAYS Tracked service This is a non-signature service
      ROW DHL EXPRESS DELIVERY - £30
      Zones 7-10 excluding USA/ AUS (see table) Delivery takes 2-6 WORKING DAYS depending on the zone (see table) Tracked service This is a non-signature service
    • UK Mainland England, Wales, Scotland excluding Highlands & Offshore Islands. This zone is made up of all postcodes not mentioned below  
      Scottish Highlands & Islands AB36-38, AB55-56, FK17-99, HS1-99, IV1-99, KA27-28, KW1-99, PA20-99, PH15-99, ZE1-99
      Northern Ireland BT1-99
      Isles of Scilly TR21-25 Quoted UK pricing is for UK Mainland delivery, any other location will generate a surcharge. Please ask if you require further details.
      Channel Islands JE, GY
      Quoted UK pricing is for UK Mainland delivery, any other location will generate a surcharge. Please ask if you require further details.
      Isle of Man IM1-99
      Quoted UK pricing is for UK Mainland delivery, any other location will generate a surcharge. Please ask if you require further details.
      • Worldwide Zones and Transit Times

        Country Zone Days
        Country
        Zone
         Days
        Country
        Zone Days
        Afghanistan 10  4-6 Germany - Frankfurt 1 1 Niger 10 2-4
        Albania 5 1-2 Germany All Other Locations 2 1 Nigeria 10 2-3
        Algeria 10 1-3 Ghana 10 2-3 Niue 10 6
        American Samoa 10 6 Gibraltar 5 2-3 Norway 5 1-2
        Andorra 4 1-2 Greece 4 1-2 Oman 9 2-3
        Angola 10 3-5 Greenland 5 1-2 Pakistan 10 2-3
        Anguilla 10 3-4 Grenada 10 2-3 Palau 10 3-4
        Antigua 10 3-5 Guadeloupe 10 2-4 Panama 10 2-3
        Argentina 10 2-3 Guam 10 3-4 Papua New Guinea 10 4-5
        Armenia 10 2-3 Guatemala 10 2-3 Paraguay 10 2-4
        Aruba 10 2-4 Guinea Rep. 10 2-3 Peru 10 2-3
        Australia 8 3-4 Guinea-Bissau 10 3-5 Philippines 8 2-4
        Austria 3 1-2 Guyana 10 3-5 Poland 4 1-2
        Azerbaijan 10 2-3 Hati 10 3-4 Portugal 3 1-2
        Bahamas 10 2-3 Honduras Rep. 10 3-4 Puerto Rico 10 2-3
        Bahrain 9 2-3 Hong Kong 8 2 Qatar 9 2-3
        Bangladesh 10 2-4 Hungary 4 1-2 Reunion, Island of 10 3-4
        Barbados 10 2-4 Iceland 5 1-2 Romania 4 1-2
        Belarus 5 2-3 India 8 2-3 Russian Federation 5 1-2
        Belgium 1 1 Indonesia 8 2-3 Rwanda 10 2-3
        Belize 10 3-5 Iran 10 2-4 Saipan 10 3
        Benin 10 2-3 Iraq 10 5-6 Samoa 10 3-5
        Bermuda 10 2-3 Ireland Republic of 1 2-3 San Marino 3 1
        Bhutan 10 4-5 Israel 10 1-3 Sao Tome & Principe 10 6
        Bolivia 10 3-4 Italy* 3 1-2 Saudi Arabia 9 2-3
        Bonaire 10 5-6 Ivory Coast 10 2-3 Senegal 10 2-3
        Bosnia Herzegovina 5 1-2 Jamaica 10 2-3 Serbia 5 1-2
        Botswana 10 2-4 Japan  8 2-3 Seychelles 10 3-5
        Brazil 10 2-4 Jordan 9 2-3 Sierra Leone 10 2-4
        Brunei 9 3-4 Kazakhstan 10 2-4 Singapore 8 2
        Bulgaria 4 1-2 Kenya 10 2 Slovakia 4 1-2
        Burkina Faso 10 2-4 Kiribati 10 6 Slovenia 4 1-2
        Burundi 10 2-4 Korea, D.P.R of (North) 10 5-6 Solomon Islands 9 4-6
        Cambodia 10 2-3 Korea, Rep of (South) 8 2-3 Somalia 10 6
        Cameroon 10 2-3 Kosovo 5 2-4 Somaliland Rep. Of 10 5-6
        Canada 7 2-3 Kuwait 9 2-3 South Africa 9 2-3
        Canary Islands 5 2-3 Kyrgyzstan 10 2-3 Spain 3 1-2
        Cape Verde Islands 10 2-5 Laos Peoples Dem. Rep 10 2-3 Sri Lanka 10 2-3
        Cayman Islands 10 2-3 Latvia 4 1-2 St Barthelemy 10 3-6
        Central African Rep. 10 3-5 Lebanon 10 2-3 St Eustatius 10 4-6
        Chad 10 3-6 Lesotho 10 2-4 St Kitts 10 3-5
        Channel Islands 1 1 Liberia 10 2-3 St Lucia 10 3-4
        Chile 10 2-4 Libya 10 3-4 St Maarten 10 2-3
        China, Peoples Rep. 8 2-3 Liechtenstein 5 1 St Vincent 10 2-3
        Colombia 10 2-3 Lithuania 4 1-2 Sudan 10 2-4
        Comoros Islands 10 3-5 Luxembourg 1 1 Suriname 10 3-5
        Congo 10 2-3 Macau 8 2 Swaziland 10 2-4
        Congo, Dem. Rep. 10 2-3 Macedonia 5 1-2 Sweden* 3 1-2
        Cook Islands 10 3-5 Madagascar 10 3-4 Switzerland 5 1-2
        Costa Rica 10 2-3 Malawi 10 3-4 Syria 10 2-3
        Croatia 5 1-2 Malaysia 8 2-3 Tahiti 10 3-4
        Cuba 10 3-5 Maldives 10 3-6 Taiwan 8 2
        Curacao 10 2-4 Mali 10 2-3 Tajikistan 10 2-4
        Cyprus 4 2-3 Malta 4 1-3 Tanzania 10 2-3
        Czech Republic 4 1-2 Marshall Islands 10 6 Thailand 8 2-3
        Denmark 3 1-2 Martinique 10 2-4 Togo 10 2-3
        Djibouti 10 4-6 Mauritania 10 2-4 Tonga 10 4-5
        Dominica 10 3-6 Mauritius 10 2-3 Trinidad & Tobago 10 2-3
        Dominican Rep. 10 3-4 Mayotte 10 3-5 Tunisia 10 1-3
        East Timor 10 5-6 Mexico 7 2-3 Turkey 5 1-2
        Ecuador 10 2-3 Micronesia, Fed States Of 10 3-4 Turks & Caicos Islands 10 3-5
        Egypt 10 2-3 Moldova, Rep of 5 2-3 Tuvalu 10 6
        El Salvador 10 2-3 Monaco 4 1 Uganda 10 2-2
        Equatorial Guinea 10 2-3 Mongolia 10 3-4 Ukraine 5 1-3
        Eritrea 10 3-5 Montenegro 5 2-3 United Arab Emirates 8 2
        Estonia 4 1-2 Montserrat 10 4-6 United Kingdom 0 1
        Ethiopia 10 2-3 Morocco 10 1-2 Uruguay 10 2-3
        Falkland Islands 10 6 Mozambique 10 2-3 USA 6 1-2
        Faroe Islands 5 1-2 Myanmar (Burma) 10 2-3 Uzbekistan 10 3-5
        Fiji 10 3-5 Namibia 10 2-3 Vanuatu 10 4-6
        Finland 3 1-2 Nauru, Rep of 10 6 Venezuela 10 2-3
        France - Paris 1 1-2 Nepal 10 3-4 Vietnam 8 2-3
        France All Other Locations 2 1 Netherlands 1 1 Virgin Islands, British 10 2-4
        French Guiana 10 2-4 Netherlands Antilles 10 3-4 Virgin Islands, US 10 2-3
        Gabon 10 2-3 Nevis 10 3-5 Yemen 9 3-4
        Gambia 10 3-4 New Caledonia 10 4-6 Zambia 10 2-4
        Georgia 10 2-3 New Zealand 9 3-4 Zimbabwe 10 2-4
        Germany - Cologne 1 1 Nicaragua 10 2-3
      • When goods are imported into a different country or customs territory, there is a charge called Customs Duty that must apply. This is charged by the local customs authority where the goods are being imported into.

        If Customs Duty is payable to your territory, you'll be responsible for paying it to the authorities. HERA is not liable for Customs Duty fees. Whether Customs Duty is payable, and by how much, depends on a variety of factors. For example, many countries have a 'low-value threshold' below which they do not charge any Customs Duty.

        If you do have to pay Customs Duty, the amount payable is usually calculated based on the value of the goods and the type of goods being imported.
      • As soon as your order has been fulfilled, you'll receive a shipping confirmation email titled "Your order is on the way". You will then be able to track your order through the tracking link on the email. If you haven't received an email yet, please don’t worry, your order can take around 24-48 hours to be dispatched.

        Please note, tracking can take around 24-48 hours to update after dispatch
      • We’re unable to make any changes to your order once you’ve hit the ‘place order’ button, this includes the following:

        • Changing the item or size
        • Delivery/billing address
        • Adding items to your order
        • Shipping method
        Should you make an incorrect order, please visit the returns page for a step-by-step guide on how to return and receive a refund.

        Please note, if you input the incorrect address at the checkout, we cannot be held accountable if the order goes missing. Hera Clothing is not liable to refund or replace the order as a result.
      • In the unlikely event you are missing an item from your order, please contact us immediately with the following information to ensure that we can get this resolved for you quickly & efficiently:

        • Your order number.
        • The name of the item you did not receive.
        • Confirmation on whether your package was damaged.
        • A picture of the dispatch note attached to the parcel
        Once we've received the above information, our Customer Support team will get this sorted for you as soon as possible.

        All claims for orders arriving with missing items must be make within 7 days of the reception date of the delivery
      • In the unlikely event you have received the wrong item, please contact us immediately with the following information to ensure that we can get this resolved for you quickly & efficiently:

        • Your order number.
        • The name of the item you did not receive.
        • The name of the item you received in it's place.
        • A clear photograph of the item you have received, including logo.
        Once we've received the above information, our Customer Support team will get this sorted for you as soon as possible.

        You may be asked to return the incorrect item back to us through our returns process. See our returns page, if you're not sure how to do this.

        All claims for orders arriving with an incorrect item must be made within 7 days of the reception date of the delivery.
      • You have 30 days to start your return from the moment your HERA order is delivered.

        • Go to our RETURNS PAGE and click ‘Get Started’.
        • Enter your order number and shipping postal code or email address. Please ensure you enter all information exactly as it is on your order confirmation.
        • Please remember to include # at the start of your order number.
        • Select which item(s) you are returning and why.
        • Confirm your original delivery information (amend if needed).
        • Select the method you’ll be returning your order by (you will also see your nearest drop-off point).
        • Depending on your return method, you may need to download a returns label or present a QR code when returning. Simply attach to your parcel or present the QR code and take it to your nearest drop-off point.

        • Some couriers don’t need a return label to be printed so please don’t worry if you are not asked to do this. Items registered separately or from different orders cannot be returned within the same package.

          Please keep hold of any proof of postage until you have been refunded correctly, in case you need this at a later date.

          The cost of the return is your responsibility.
      • If your purchase does not work out for any reason, you may initiate a return within 30 days of receiving your order. Products must be unwashed and unworn with original tags. Please visit our ‘MAKE A RETURN’ page. Depending on your return method, you may need to download a returns label or present a QR code when returning. Simply attach to your parcel or present the QR code and take it to your nearest drop off point. Some couriers don’t need a return label to be printed so please don’t worry if you are not asked to do this. Items registered separately or from different orders cannot be returned within the same package.

        Please keep hold of any proof of postage until you have been refunded, in case you need this at a later date. In the unlikely event you have received a faulty item, please see our FAQ page. Please do not return any damaged goods unless you have been told to do so by a member of our support team. The cost of the return is your responsibility.
      • We are sorry to hear you have received a faulty item, please send the below information to returns@heraclothing.com along with your order number and item name:

        Photos that show:
        1. The fault as clearly as possible.
        2. Full-length photo of the item.
        3. The HERA logo and label.

        4. Don’t worry about sending your faulty item back to us, keep hold of it until a member of our customer service team have been in touch.
      • Depending on the courier & country you’re returning your item(s) with, it can sometimes take up to 14 working days (excluding weekends & public holidays) to be delivered and processed by our returns team. Your refund will then be actioned and can take up to 5 working days to be returned into the account you paid with via the original payment method*.

        * This can vary depending on your chosen payment method.


        If your return is marked as delivered, sit tight, our returns team will be in touch by email once the return has been processed to confirm your refund. But if you need to get in touch with Customer Support about your return, please email customerservice@heraclothing.com and include in your message:

      • Proof of postage (a receipt)
      • The tracking number
      • Your order number
      • For current job openings at Hera Clothing please visit our jobs section on our company LinkedIn page

        For further enquiries regarding careers at Hera Clothing, please contact via our email: careers@heraclothing.com
      • Klarna is a payment provider for the US and some European countries. It allows you to order different sizes, items, and only pay for what you love.
      • Try before you buy and get up to 30 days to pay for your order OR You can split the cost into 3 interest free instalments. That’s one part-payment at purchase, and two further payments at 30 and 60 days.
      • Klarna may run a soft credit search that does not affect a customers credit score and is only visible on your credit file by you and Klarna. Neither Klarna nor HERA run credit searches that could impact your credit rating. This includes at the point of application, if a payment is missed, or if the outstanding balance enters a debt collection stage.
      • In the UK you must be 18+ to use this credit offer. Klarna uses soft searches with credit reference agencies. These do not affect your credit rating. Missed payments can affect your ability to use Klarna. Pay in 3 instalments, complete terms. Pay later, complete terms. Late payment fees will apply. If you'd like more information on this, then contact Klarna Support. *You must be 18 or over, have a residential address and a bank account
      • Klarna Bank AB (publ) (“Klarna”) uses cookies to recognize the user’s device for the purpose of providing personalized advertising of Klarna products the next time the user will browse a merchant website offering Klarna products, and for analytics purposes. Persistent marketing and analytics cookies These cookies contain a unique user ID which will enable Klarna to recognize the user’s device the next time that user returns to a merchant using Klarna’s services. These are persistent cookies, stored on the device for a period of up to 540 days as of the last interaction with Klarna, or until they are deleted and allow Klarna (i) to show personalized marketing of Klarna products, including credit promotions to the user, and (ii) to perform analytics of the user behaviour. By connecting the unique user ID stored in the cookie on the device to the information Klarna has about the user, Klarna will be able to recognize the user of that device. The information Klarna collects through the cookies is not shared with any third party. The user’s consent and revocation of consent Setting cookies for marketing purposes is subject to the user’s consent, which will have to be obtained before the cookies are set on the user’s device. In addition, the web browser or device often allows the user to change the settings for the use of cookies. More information on how to adjust the settings can be found in the browser of device reference information, and on aboutcookies.org. About Klarna Klarna Bank AB (publ) is subject to Swedish Data Protection legislation, and is the data controller for the purpose of processing the personal data as described above. Klarna has a data protection officer and a team consisting of personal data experts. Klarna also has a customer service team handling questions relating to personal data. You are welcome to contact Klarna at dataskydd@klarna.se. Please visit www.klarna.com for more information about Klarna, and how Klarna processes personal data.

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