FAQ – HERA

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ORDER BEFORE DECEMBER 20TH TO RECEIVE YOUR ORDER IN TIME FOR CHRISTMAS (UK ONLY)


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 after November 1st, 2021: customerservice@heraclothing.com

      For outstanding customer service queries prior to October 31st, 2021: support@heraclothing.com

      Be sure to INCLUDE AS MUCH INFORMATION AS POSSIBLE e.g. order number (#UK123456), email address, pictures, etc. This will allow us to answer any questions you have as quickly as possible. We are currently working through a backlog of a significant amount of customer service enquiries. Please bear with us while our new teams work through this process.

      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.
    • HERMES STANDARD DELIVERY - £4
      Delivery takes 2 WORKING DAYS SMS notification 2 hour delivery window This is a non-signature service
      HERMES 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.
    • 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.
      • DHL EXPRESS DELIVERY - £15
        Delivery takes 1-2 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
      • 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 1 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
      • Hera London is an eCommerce, fashion apparel brand/retailer based in Cheltenham UK. Hera London designs and develops its products in the UK, manufactures in the Far East and Europe, and then ships directly to its customers from the Hera London eCommerce store.

        For current job openings at Hera London please visit our jobs section on our company LinkedIn page: https://www.linkedin.com/company/19008208 For further enquiries regarding careers at Hera London, please contact via our email: careers@heraclothing.com
      • Products must be returned within 30 days of receiving your order. Exchanges are currently not available Products must be unworn and unwashed with all tags still attached. Mens swimwear can’t be returned for hygiene reasons Underwear can be returned as long as the hygiene strip has not been removed. If an item is marked as clearance/ outlet, this item is non-refundable. Face masks cannot be returned or refunded due to health protection reasons. Socks can be returned if they are sealed in their original packaging. We only offer refunds onto the original payment method used to make the order. For purchases made by part-card, part-gift card, the refund will be applied to the gift card first. Anything accidentally or incorrectly returned to us (that is not a HERA product) will be the responsibility of the sender, not HERA.
      • 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. 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: Your order number 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. 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.


        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

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