CONTACT USFor any general enquiries please contact us via email at firstname.lastname@example.org.
For any returns enquiries please contact us via email at email@example.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 where our offices are closed will be responded to on the next working day.
DO I HAVE TO PAY CUSTOMS CHARGES ON MY ORDER?Unfortunately we are unable to advise what customs charges may be applied to international shipments. Any customs charges are applied at the discretion of the carrier and local laws and all customs charges will be payable by the customer and will not be covered by HERA.
WHAT’S YOUR RETURNS POLICY?
If you are returning an item for a refund, we can only accept items returned to us within 14 days from the date your order was dispatched. If you are returning an item for store credit, then the items must be returned within 60 days from the date your order was dispatched. Unfortunately we do not offer exchanges. Items can only be returned for a refund or for store credit.
Items purchased in the sale cannot be refunded and you will automatically be issued with store credit if you return them.
All items must be returned unworn, and as new, with the original tag still attached. All items must be returned to us before a refund or replacement is issued.
Any items returned with tags removed/washed/damaged/clearly used will NOT be accepted, and your refund/voucher code will be refused.
Please note that if you return any items outside of the 14 day return period for refunds or the 60 day period for store credit and you have not been advised to do so by our Customer Service Team you will forfeit your item.
PRE-ORDER ITEMSAny orders placed that contain a pre-order item (please check the product descriptions for this information) will only be despatched once the entire order can be fulfilled. If you need to receive the available items sooner than the despatch date advised for the pre-ordered item, please ensure you place two separate orders so that they will be despatched straight away.
Please note that the delivery estimate is from the date your order is despatched, not the date the order is placed. If you select Next Day Delivery on a pre-order item, this will be despatched on a Next Day Delivery service once this item is available.
HOW DO I RETURN AN ITEM?You can return your item using our simple returns portal. Just click 'MAKE A RETURN' at the footer of this page. You will need your six digit order number and postcode to do this. If you do not have this information, please contact our team via email at firstname.lastname@example.org who will be able to assist you further.
HOW DO I RETURN AN INCORRECT / FAULTY ITEM?Please accept our apologies if you have received a faulty item. We ask that you contact our customer care team via email at email@example.com with your order number and images of the faulty item you have received. Our team will be able to assist you further with this.
HOW LONG DOES IT TAKE TO PROCESS MY RETURN?Please allow 8-10 working days for us to process returns from the date delivered to our warehouse. Once we have received your return, we will process this for you and you will receive a confirmation email. Please note that refunds may take up to 7 working days to appear in your account.
TERMS & CONDITIONS
General Returns Policy
If you are returning an item for a refund, we can only accept items returned to us within 14 days from the date your order was dispatched. If you are returning an item for store credit, then the items must be returned within 30 days from the date your order was dispatched. Items purchased in the sale cannot be refunded and you will automatically be issued with store credit if you return them. Items returned outside of these periods may be refunded at our discretion - please email us first for confirmation. We will only cover the cost of your return postage if your item is faulty or you have been sent the wrong item.
All items must be returned unworn, and as new, with the original tag still attached. All items must be returned to us before a refund or replacement is issued. Please don't use scissors or knives to open your package; you are able to just tear the packaging open. Returns with scissor or knife marks will not be accepted. Items must be returned to us in an unworn and unwashed condition, deemed fit for resale with tags still attached.
Please be very careful when trying products on please ensure not to leave marks on the product as we will not be able to arrange an exchange or refund for any item returned to us with any marks or stains. Please thoroughly inspect any item you order from us on receipt as we will only accept products returned to us in their original condition and fit for re-sale unless we have been given prior notice that an item is faulty. Delivery charges are non refundable unless the item purchased is faulty or incorrect.