Delivery Return & Cancellation Policy 2017 – HERA
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DELIVERY, RETURNS AND CANCELLATION POLICY

 

Pre-Order Delivery

Please note that if your order contains one or more pre-order items, your order will not be dispatched until ALL items in the order are present. If you require an item that is NOT on pre-order to be delivered immediately, please place the order for this separately to any pre-order items.

Pre-Order Next Day Delivery (UK) - £5.99

Pre-Order Europe Delivery - £10.00

Pre-Order Rest of World Delivery - £15.00

 

Delivery Details

Standard Delivery - £4.50

Within 2-3 working days within England, Wales or Scotland, from date of dispatch.

Next Day Delivery (UK) - £5.99
Next day delivery service is sent via DPD or Royal Mail and is guaranteed next working day providing your order was made prior to 3pm the previous day and will require a signature on the receiving end. Next day delivery does not include weekend delivery or anything ordered after 3pm on Thursday.

Europe - £10.00
For countries inside the European Union. Maximum 6 day Delivery service.

Rest of World - £15.00
For all countries outside the European Union. Maximum 10 day Delivery service.
All International orders are sent via Royal Mail International Signed For service, taking a MAXIMUM 10 days to arrive and will require a signature at the receiving end.

 

General Returns Policy

To return your item - Please CLICK HERE

If you are returning an item for a refund, we can only accept items returned to us within 14 days from the date you received your order. If you are returning an item to exchange it, then the items must be returned within 30 days from the date you received your order . Items returned outside of these periods may be refunded / exchanged at our discretion - please email us first for confirmation. If you return an item for a refund outside of the 14 day return period and within the 30 day exchange period, you will have the choice to exchange your item or to be issued with store credit to the same value of your returned items. 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. If you are returning items from 2 or more separate orders please include the individual returns slips for each order.

Please be aware that due to hygiene reasons underwear (boxers & socks) cannot be returned unless it is faulty or you have been sent the wrong item.

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. We will only cover the cost of your return postage if your item is faulty or you have been sent the wrong item. 

Please note that if you return any items outside of the 14 day return period for refunds or the 30 day period for exchanges and you have not been advised to do so by us at Hera London you will forfeit your item. We will not be able to return it to you either. We please ask that you fold returned items neatly before sending them back to us.

 

Christmas purchase return period

If you purchase an item between the 1st November & December the 25th as a present for Christmas you have till January 9th to return the product under the Christmas returns T&C,s. All labels must be attached and clothes unworn. 

 

Sale Item Returns

Please note any items purchased from our sale or using a sale code 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. Sale items must be returned for exchange or credit within 30 days from the date you received your order.

 


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 as soon as possible on info@heralondon.com including your order number (found on your order confirmation emailed to you by us on completion of order). If your order has not been dispatched we will be able to 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. If it is too late to cancel your item (i.e. because it has already been dispatched) then you will need to return your item to us.



I want to return an item to Hera London

Hera London operates an online return system. To return an item to us please follow this step by step guide: https://heralondon.com/pages/returns-procedure

 


I would like to return an item for something else

Hera London operates an online return system. To return an item to us please follow this step by step guide: https://heralondon.com/pages/returns-procedure

We will process your return within 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 2 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 7 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 working days for the refund to be credited to your card, this is dictated by your bank or card issuer. Delivery charges which exceed the standard delivery charges are non-refundable unless you have received an incorrect or faulty item from us.

 


I have received a faulty item

If you receive a faulty item, please accept our sincere apologies for any inconvenience it may cause.  Please inform us within 14 days from receipt of the faulty item of its unsuitability. We will refund or exchange any faulty items within 30 days from the date you receive it. We will refund the original postage costs for all faulty items.

 


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. We will then advise on how to proceed. Please inform us within 14 days from receipt of the incorrect item that the item is not correct. We will refund or exchange any incorrect items within 30 days from the date you receive it. We will refund the original postage costs for all incorrect items. 

 

Contact Us:

info@heralondon.com

Our office opening hours are:

Mon-Fri: 9am - 5pm
Sat-Sun: Closed

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