Make A Return – HERA

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Make A Return

  • How do i return an item FROM WITHIN THE UK? / returns labels

    Royal Mail
    • Return through your local Royal Mail post office in over 11,500 locations
    • You'll need to follow the link on the right to download your pre-paid returns label
    • Open 7 days a week, early until late
  • HOW DO I RETURN AN ITEM FROM OUTSIDE THE UK?

    • If you are outside of the UK, unfortunately we do not offer pre-paid returns labels, so please send your unwanted items back to our UK warehouse. The address is included on the the returns slip that should have been included in your order. If you do not have access to this, please contact our customer service team.
    • We strongly recommend you send returns with tracked delivery, as we can only credit items that arrive at our warehouse. If your delivery gets lost on the way, you will need to submit a claim to your chosen carrier to receive compensation for the lost goods.
  • 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. If we do receive a return more than 14 days old then we will hold the item(s) for up to 7 days to give you the opportunity to arrange a courier to collect it/them, after which point the item(s) will either be returned to stock or destroyed. We will not be responsible for financing the cost of returning these items back to you. Please ensure you email returns@heralondon.com to inform us of any collections. Failure to do so may result in the collection being refused.
    • 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. Any such items we receive will be held at our our warehouse for 7 days to give you the opportunity to arrange a courier to collect them, after which point the items will be destroyed. We will not be responsible for financing the cost of returning these items back to you. Please ensure you email returns@heralondon.com to inform us of any collections. Failure to do so may result in the collection being refused.
    • Underwear and Socks cannot be returned due to hygiene reasons. Any such items we receive will be held at our our warehouse for 7 days to give you the opportunity to arrange a courier to collect them, after which point the items will be destroyed. We will not be responsible for financing the cost of returning these items back to you. Please ensure you email returns@heralondon.com to inform us of any collections. Failure to do so may result in the collection being refused.
  • HOW DO I COMPLETE THE RETURNS SLIP?

    • Write the name of the item you’d like to return in the first field, and how many there are of them under “Quantity”.
    • You can then provide a reason for why you are returning the item(s). You will find a code for reasons provided below. Choose the reason that best describes why you would like to return each item, and write the number given next to it in the “Reason” field.
    • You can then place this completed slip with the item(s) for returning into a package and send the order back to our warehouse.
  • CAN I EXCHANGE AN ITEM?

    • Unfortunately we don’t offer exchanges. Simply return your item(s) by following these easy steps on the “make return” section and reorder for a replacement. We aim to have your return refunded as soon as it has been received back into our warehouse, allowing you to reorder as quickly as possible. This will usually be within 5-7 working days of you posting the return with your chosen returns service.
  • 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 30 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 5-7 working days for returns to be processed and a further 7 working days for payment to show in your account, depending on the card issuer.

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