FAQs – HERA

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FAQs

  • HOW DO I RETURN AN ITEM FROM OUTSIDE THE UK?

    Please note that return international shipping charges are the responsibility of the customer. If you would like to return an item, please post it back to the following address:

    HERA RETURNS,

    DPD LOGISTICS,

    ROEBUCK LANE,

    SMETHWICK,

    B661BY

  • CAN I RETURN AN ITEM I HAVE PURCHASED IN THE SALE?

    Items purchased during a sale period are eligible for store credit only. Store credit will be issued via email corresponding to your order. If a refund has been requested, we will automatically issue a store credit code.
  • What is your returns policy?

    • Items must be returned within 14 days of receipt for a refund. Please DO NOT return any items after 14 days, unless advised to do so by one of our customer services agents.
    • Items must be unworn and unwashed, with their tags still attached. Any items returned washed/damaged/clearly used/with tags removed will NOT be accepted, and your refund will be refused.
    • Underwear and Socks cannot be returned due to hygiene reasons.
  • CAN I EXCHANGE AN ITEM?

    We only offer refunds. Exchanges are not part of our returns policy.
  • What do I do if my product is faulty?

      We are sorry to hear this. If you recieve a faulty item from us, please contact our customer service team within 14 days of reciept of the faulty goods. You can do this by emailing either address below:
    • info@heralondon.com
    • returns@heralondon.com
  • HOW LONG DOES IT TAKE TO PROCESS MY RETURN?

      Once your return has been received by our warehouse team, this will be checked and placed onto our systems. You will then receive an email from us to say that your refund has been processed. Please note it can take 8-10 working days for returns to be processed from the date received at our warehouse and a further 7 working days for payment to show in your account, depending on the card issuer.

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