Terms and Conditions – Hera London
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Terms and Conditions

Contents
Returns, Refund and Cancellation Policy
Minimum Age Policy
Privacy Policy



GENERAL RETURNS, REFUND AND CANCELLATION POLICY

GENERAL DETAILS

Please send all returns to:

Hera London

James and James Fulfilment
Lilput Road
Brackmills Industrial Estate
Northampton
NN4 7DT
United Kingdom

We can only accept items returned to us within 14 days from the date your order was dispatched. 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. A polite request, please fold returned items neatly before sending them back to us.

Items returned inside the 14 days will be issued with a refund but items returned outside the 14 days may be accepted at our discretion - please email us first for confirmation - but will be issued with a credit note.

I have made an order and need to cancel before dispatch
If you make an order in error and fully complete it on site including payment, then need to cancel before dispatch please email us on info@heralondon.com including your order number (found on your order confirmation emailed to you by us on completion of order). Please contact us immediately if you wish to cancel an order. We can then refund the total paid by yourself including delivery costs, please allow up to 14 days for refund to show back in your account, although this is normally much faster.

I want to return an item to Hera London
Please complete your request for either exchange or refund on the invoice which will have arrived with your order. Please make sure you fill in all your details as required so that we can link your return with your original order, if you have misplaced this; please contact our customer service team who will e-mail you a replacement returns@heralondon.com

Package up your returned item carefully and return to the address on the top right of your invoice received with your parcel, please note this is just a returns address and does not cover any postage costs.

All you need to do now is take your parcel to your local Post Office to arrange for them to send it to us. As the returned item is your responsibility until it reaches us, for your own protection, we do recommend that you send the parcel using a delivery service that insures you for the value of the goods such as Royal Mail Recorded Delivery.

As soon as we receive your returned item we will organise the exchange, credit note or refund for you and email you (within 3 working days) to let you know when this has been arranged.

Sale Item Returns

Please note any items purchased from our sale may only be exchanged for another size/product or a credit for the like amount credited to an e wallet account.
Refunds will not be given for any sale items.

I would like to return an item for something else
We will process your return within 3-5 working days of receipt however the vast majority are processed the same day they are received. You will receive an e-mail to confirm your return has been processed and your exchange shipped. Please expect it within 3-5 working days from when the e-mail was received. If you have not received it within 5 working days, please contact us.

I would like to return an item for a credit note or refund
We will issue your credit note/refund within 3-5 working days of receipt of your return. Once the credit note /refund has been processed, you will receive an email confirming this. Please then allow a further 3-5 working days for the refund to be credited to your card, this is dictated by your bank or card issuer. Delivery charges are non refundable unless you have received an incorrect or faulty item from us. Please indicate you wish to return an item by first e-mailing us at returns@heralondon.com quoting your order number (found on your order confirmation + invoice)

I have received a faulty item
If the item you received is faulty, please accept our sincere apologies for the inconvenience. Please e-mail info@heralondoncom quoting your name, order number and details of the product received. We will then advise on how to proceed. You have 14 days from receipt of the faulty item to return it to us.

I have received an incorrect item
If the item you received is not what you originally ordered, please accept our sincere apologies for the inconvenience. Please e-mail info@heralondon.com quoting your name, order number and details of the incorrect product received. We will then advise on how to proceed. You have 14 days from our despatch of the incorrect item to return it to us.

Distance Selling Regulations
Under the United Kingdom's Distance Selling Regulations you have the right to cancel your order for any item purchased from Hera London for a full refund. This does not apply to items that cannot be returned for hygiene reasons or have been unsealed. Order cancellations must be made in writing, quoting your name, address and order number, within 14 days of delivery of your item(s) by post to the address above. Once you have cancelled your order, the goods should be returned to the same address, in their original condition, within 14 days of receipt. The item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods.


MINIMUM AGE POLICY

Hera London operates no minimum age policy, so long as the user has permission from the card holder to make any purchase.


PRIVACY POLICY

SECTION 1 - WHAT DO WE DO WITH YOUR INFORMATION?

When you purchase something from our store, as part of the buying and selling process, we collect the personal information you give us such as your name, address and email address.

When you browse our store, we also automatically receive your computer’s internet protocol (IP) address in order to provide us with information that helps us learn about your browser and operating system.

Email marketing (if applicable): With your permission, we may send you emails about our store, new products and other updates.

SECTION 2 - CONSENT

How do you get my consent?
When you provide us with personal information to complete a transaction, verify your credit card, place an order, arrange for a delivery or return a purchase, we imply that you consent to our collecting it and using it for that specific reason only.
If we ask for your personal information for a secondary reason, like marketing, we will either ask you directly for your expressed consent, or provide you with an opportunity to say no.

How do I withdraw my consent?
If after you opt-in, you change your mind, you may withdraw your consent for us to contact you, for the continued collection, use or disclosure of your information, at anytime, by contacting us at info@heralondon.com

SECTION 3 - DISCLOSURE

We may disclose your personal information if we are required by law to do so or if you violate our Terms of Service.

SECTION 4 - SHOPIFY

Our store is hosted on Shopify Inc. They provide us with the online e-commerce platform that allows us to sell our products and services to you.

Your data is stored through Shopify’s data storage, databases and the general Shopify application. They store your data on a secure server behind a firewall.

Payment:
If you choose a direct payment gateway to complete your purchase, then Shopify stores your credit card data. It is encrypted through the Payment Card Industry Data Security Standard (PCI-DSS). Your purchase transaction data is stored only as long as is necessary to complete your purchase transaction. After that is complete, your purchase transaction information is deleted.

All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express and Discover.

PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers.

For more insight, you may also want to read Shopify’s Terms of Service (https://www.shopify.com/legal/terms) or Privacy Statement (https://www.shopify.com/legal/privacy).

SECTION 5 - THIRD-PARTY SERVICES

In general, the third-party providers used by us will only collect, use and disclose your information to the extent necessary to allow them to perform the services they provide to us.

However, certain third-party service providers, such as payment gateways and other payment transaction processors, have their own privacy policies in respect to the information we are required to provide to them for your purchase-related transactions.
For these providers, we recommend that you read their privacy policies so you can understand the manner in which your personal information will be handled by these providers.

In particular, remember that certain providers may be located in or have facilities that are located a different jurisdiction than either you or us. So if you elect to proceed with a transaction that involves the services of a third-party service provider, then your information may become subject to the laws of the jurisdiction(s) in which that service provider or its facilities are located.

As an example, if you are located in Canada and your transaction is processed by a payment gateway located in the United States, then your personal information used in completing that transaction may be subject to disclosure under United States legislation, including the Patriot Act.

Once you leave our store’s website or are redirected to a third-party website or application, you are no longer governed by this Privacy Policy or our website’s Terms of Service.

Links: When you click on links on our store, they may direct you away from our site. We are not responsible for the privacy practices of other sites and encourage you to read their privacy statements.

Google analytics: Our store uses Google Analytics to help us learn about who visits our site and what pages are being looked at.

SECTION 6 - SECURITY

To protect your personal information, we take reasonable precautions and follow industry best practices to make sure it is not inappropriately lost, misused, accessed, disclosed, altered or destroyed.

If you provide us with your credit card information, the information is encrypted using secure socket layer technology (SSL) and stored with a AES-256 encryption. Although no method of transmission over the Internet or electronic storage is 100% secure, we follow all PCI-DSS requirements and implement additional generally accepted industry standards.

SECTION 7 - COOKIES

Here is a list of cookies that we use. We’ve listed them here so you that you can choose if you want to opt-out of cookies or not.

Cookie name
Cookie name What it does
_session_id, unique token, sessional Allows Shopify to store information about your session (referrer, landing page, etc).
_shopify_visit, no data held, Persistent for 30 minutes from the last visit Used by our website provider’s internal stats tracker to record the number of visits
_shopify_uniq, no data held, expires midnight (relative to the visitor) of the next day Counts the number of visits to a store by a single customer.
_secure_session_id, unique token, sessional
storefront_digest, unique token, indefinite If the shop has a password
Used to determine if the current visitor has access.
PREF, persistent for a very short period

Set by Google and tracks who visits the store and from where

 

SECTION 8 - AGE OF CONSENT

Please refer to our Minimum Age policy, as set out on this page.

SECTION 9 - CHANGES TO THIS PRIVACY POLICY

We reserve the right to modify this privacy policy at any time, so please review it frequently. Changes and clarifications will take effect immediately upon their posting on the website. If we make material changes to this policy, we will notify you here that it has been updated, so that you are aware of what information we collect, how we use it, and under what circumstances, if any, we use and/or disclose it.
If our store is acquired or merged with another company, your information may be transferred to the new owners so that we may continue to sell products to you.

QUESTIONS AND CONTACT INFORMATION

If you would like to: access, correct, amend or delete any personal information we have about you, register a complaint, or simply want more information contact our Privacy Compliance Officer at info@heralondon.com

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