FAQ

Once your order is dispatched from our warehouse, you will receive an e-mail notification with your tracking details enclosed. It will include a clickable tracking link to the selected courier website.

If you don't receive a confirmation e-mail after placing your order, please contact us.

If you haven't received your parcel, you must contact us within 7 days of delivery so that we can investigate any lost/stolen parcels with the courier. If any claims are made after this date, HERA will not be held accountable to refund or reship.

Courier tracking links won't start showing your orders progress until it's first scanned by the courier you've chosen. We try to time our notification e-mails to avoid this, but sometimes it's not possible.

Depending on your shipping destination or the courier you have chosen, it can take up to 48 hours to show progress; but it's usually within 12-24.

Unfortunately, we are currently unable to make amends or changes to your order once you've hit the "place order" button, this includes the following:

- Changing the item or size
- Delivery and/or billing address
- Adding items to your order
- Altering your shipping method

If you have made an incorrect order, don't worry. Once received, this can be easily returned for a refund.

Unfortunately, we are unable to make any changes to your order once you have hit the "place order" button.

Should you enter the incorrect delivery address, please contact us for assistance as soon as possible. In some circumstances the relevant courier may not be able to change the delivery address for you, and so in this case your parcel will continue its journey to the incorrect address you input. In this case, unfortunately HERA Clothing are not liable to reship the parcel. 

Please contact us and we will be able to resolve this for you, you can speed up the process by providing us with the following details in your initial enquiry:

- Your order number
- Photo of the swing tag of the product (showing barcode and description)
- Photos of the fault(s) as clearly as possible

We're sorry if you receive an item that is faulty within your order. We aim for high standards of quality control in our products and are more than happy to remedy this as soon as possible for you.

If upon receipt of a damaged/faulty item, please ensure you contact us within 7 days of delivery.

If you have received an item that you did not order, please contact us and provide the following information:

- Your order number
- The missing and/or incorrect item from your order
- Photos of the swing tag (showing the barcode and description) of the item in question
- Photos of the garment bag (showing the barcode and description) of the item in question

If you have received an order that's missing an item, please contact us immediately and we will be happy to assist you. You can speed up the process by providing us with the following details in your initial enquiry:

- Your order number
- The name of the item missing from your order

- Details of the condition of the package when it arrived with you (e.g - damanged)

Our team will work their hardest to resolve the issue for you.

Confirmations are typically sent to the e-mail address used when ordering within a few hours of completing your order.

If you haven't received your order confirmation (and you've checked your spam folders) don't worry, simply contact us and let us know and we'll investigate for you.

When you select InPost at checkout, they will let you know when your parcel arrives at your chosen location. To open the locker, scan your QR code or open the door remotely in our app. If you’re using a shop just show your QR code to a staff member.

InPost will send you an email the moment your parcel arrives. If you’ve got the app, you’ll also get a notification from them. Most of their lockers are 24/7 so you can pick up whenever it works for you – just make sure you pick up within 3 days.

Once your parcel has landed in your locker of choice, you’ve got 3 days to pick it up. InPost will send you a nudge when there are 24 hours left.

If something is not quite right you have 30 days to send back your items back to us for a refund.

UK Customers may request an exchange for an alternative size of the same product subject to stock availability*.

*If no stock of the requested size is available at the time of processing your exchange a refund will automatically be processed.

Items must be returned to us in an unused, unaltered condition and returned with their original tags attached with packaging.

As long as your order has been shipped back to us within 30 days and we can see the tracking information, you will qualify for a refund.

Items must be returned to us in the manner we sent them out to you. All labels and tags must still be attached, with no make up stains, marks, pulls or rips of garments.

We reserve the right to refuse your refund or exchange if the items are not sent back to us in their original condition.

To start the returns process click here.

Things you’ll need: 

- Your Order Number (starts with a # in your confirmation email).
- Your postcode, email or phone number associated with your order.
- Some options will require a printer.

Please Note 

- Items must be returned in their original condition.

- The cost of the return is your responsibility.

- Products must be unwashed and unworn with original tags

- Items registered separately or from different orders cannot be returned within the same package.

Please keep hold of any proof of postage until you have been refunded correctly, in case you need this at a later date.

If you require any further support, please feel free to contact us.

We offer returns from the following countries and regions:

UK

All areas supported

Europe

Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Netherlands, Norway Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden.

Other International

USA, New Zealand, Australia, Canada, Hong Kong, Singapore

Returns can take up to 14 working days (excluding weekends & public holidays) to be received and processed by our returns team.

If your return is marked as delivered, sit tight, our returns team will be in touch by email once the return has been processed to confirm your refund.

Your refund will then be actioned and can take 5 working days to appear into the account you paid with via the original payment method* 

If you need to get in touch with Customer Support about your return, please contact us.

*This can vary depending on your chosen payment method.

We now offer exchanges!

UK Customers may request an exchange for an alternative size of the same product subject to stock availability*.

*If no stock of the requested size is available at the time of processing your exchange a refund will automatically be processed.

Your right to return items isn’t affected by this Klarna’s 30 day period, and you’ll only pay for the item’s you have kept.

If you have returned items that are near your invoice due date, we recommend you contact Klarna for an extension to avoid any late fees or notices.

If you have any other issues regarding your invoice, we advise you to contact Klarna directly as HERA Clothing cannot extend any invoices.

When goods are imported into a different country or customs territory, there is a charge called Customs Duty that must apply. This is charged by the local customs authority where the goods are being imported into.

If Customs Duty is payable to your territory, you'll be responsible for paying it to the authorities. HERA is not liable for Customs Duty fees. Whether Customs Duty is payable, and by how much, depends on a variety of factors. For example, many countries have a 'low-value threshold' below which they do not charge any Customs Duty.

If you do have to pay Customs Duty, the amount payable is usually calculated based on the value of the goods and the type of goods being imported.

We do! We currently provide a student discount scheme through Student Beans.

If you are registered with Student Beans, you can access your discount code through the portal at the above page.

Sometimes discount codes will only apply on full-price products (unless otherwise stated) or work for a specified amount of time

Make sure to check the terms and conditions of your code, but if you're sure there is an issue please contact us and our team will look into it for you.

Our designers have an intended fit for each of the styles of garments we sell, but we also understand and encourage that everbody has their own personal style.

You can find product-specific size guides on every product page which will provide a combination of body measurements as well as a garment length for each size to help you pick the best for you.

In addition to this, each product page will mention the models in all imagery, with their relevant measurements and size worn for additional reference.

If you're still unsure, that's totally fine. Contact us and our team will be happy to assist.

We try to provide as much information as possible to help you get the right size, the first time.

It happens to everyone at some point; you find something you love only to see it's sold out in your size. Not to worry, you can sign up for restock notifications by entering your email address on the product page in question.

Sit back and relax and we will send you an e-mail as soon as it becomes available again. In the mean time, you can sign up to our newsletter or check out our socials to stay in the loop on dates of restocks.

By having a HERA account! Simply log in and navigate to the rewards dashboard. No account with us? Create one for free here!

Your points will renew after 12 months of joining. At this time, your points & tier will reset. If you’ve earned enough points, you’ll stay in your existing tier. You will otherwise see a reduced tier status.

Don’t worry, we’ll let you know when your points are due to expire so that you don’t lose any!

You can move between tiers based on the amount you’ve spent on your HERA fits within the last 12 months or since joining HERA Collective. If you’ve only just joined, you will only receive points on future purchases.

If you’re a member of HERA Collective and you’ve told us your birthday, you’ll receive an email on the birthday date given. This changes across tiers, please refer here for tier rewards.

No, you can only use one or the other. If attempting to stack discounts, the first discount added will be overwritten by the second. You can't use multiple reward vouchers at the same time. 

Your points will be automatically adjusted for any products you do not wish to keep and will be shown in the "rewards history" tab.

You can return an order even if you redeemed rewards points for a discount. If you return the entire order, you will be refunded the amount spent after the discount was applied. Any points used to redeem the discount will be automatically credited into your rewards account.

Please contact Customer Service at customerservice@heraclothing.com if you need help with any order returns or cancellations.

 

Give £10, get £10

Customers can invite their friends to take £10 off their first purchase over £60 and will receive £10 value worth of points in return.

• Eligible for new customers only
• Receive £10 in points value once referral has made a purchase.
• Referral must be to a valid email address.

Please note, the code needs to be used at point of purchase, this cannot be applied after purchase or to previous orders.

Refer your friend HERE 

To earn discount off your first order, all you need to do is subscribe to our mailing list. Once subscribed, you’ll receive 10% off your first order.

Please refer to our HERA Collective Terms & Conditions page or contact our support team at customerservice@heraclothing.com

Black Friday is on the 28th of November… However we’re going to launch our Black Friday sale on the 13th so you can start shopping early! So add the date to your diaries and get your wish list ready… this is one you don’t want to miss 🙌🏻

Absolutely! During the HERA Black Friday sale, students can still use their 10% discount code which can be used on top of the sale discount!

You can get this code up to 24 hours before with Student Beans, so make sure you’re ready as you don’t want to miss out!

Yes! During our Black Friday event, you can use eligible discount codes at checkout on top of our already reduced sale prices.

If your code isn’t applying:

• Double check that the code is valid and not expired
• Make sure your order meets the code’s requirements (e.g. minimum spend)
• Some items may be excluded from additional discounts (e.g. last chance or limited-edition products)

Due to high demand through the week of Black Friday we won’t be offering Next Day shipping, as we can’t guarantee that these would arrive in this timeframe and we wouldn’t want to disappoint you.

• Get your wish-list done before hand so you save time when shopping!
• Sign up to our emails to be the first to hear when our Black Friday Sale goes live! You’ll also have access to exclusive product drops and special treats just for you.
• Our most popular Black Friday deals sell out fast, so it's best to get in early.

Our Black Friday sale 2025 is going to run from the 13th November- 2nd December so cyber Monday is included in our Black Friday sale week.

To help you shop with confidence this season, we’ve extended our usual returns policy. Any purchases made between 13th November and 31st December can be returned up until 31st January 2026. For purchases made from 1st January onwards our normal returns policy will apply.

We know that you may have a few extra questions or may experience an issue during our Black Friday sale. If this does happen, please reach out to our Customer Support Team who can assist with any queries.

Please ensure that you provide us with as much detail as possible such as your order number (if applicable) and pictures as it will help us assist you as quickly as possible.

Please note that things get super busy for us around this time of year, so if you don't receive an immediate response from us, don't worry - we'll be working hard to answer your DMs and e-mails as quick as we can.

Due to high demand and stock availability within our warehouses, on a rare occasion an item you've ordered may go out of stock. If this is the case your item will be refunded and any remaining items will be dispatched. As always, we'll let you know of any new changes to your order by email. Please note that refunds can take up to 5-7 working days to appear back on the original payment method. Klarna payments may take up to 14 working days to be processed.

Due to increased traffic on our site, orders placed over the Black Friday sale week cannot be amended, or cancelled.

For customer service enquiries you can use the contact form on our website, or if you would prefer you can e-mail us.

For any general enquiries about HERA Clothing, feel free to reach out to us via info@heraclothing.com.

If you have any media and/or press-related enquiries please contact us via press@heraclothing.com.

For current job openings at Hera Clothing please visit our jobs section on our company LinkedIn page

For further enquiries regarding careers at Hera Clothing, please contact via our email: careers@heraclothing.com