Not quite right?
We understand that sometimes things don’t work out, so you can return any items purchased within our Black Friday sale period, providing they meet our standard return requirements. To help you shop with confidence this season, we’ve extended our usual returns policy. Any purchases made between 15th November and 31st December can be returned up until 31st January 2025. For purchases made from 1st January onwards our normal returns policy will apply.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.
- Go to our returns portal, you’ll need your order number which starts with # and - Your postcode, email or phone number associated with your order.
- Select the items you wish to return and reason.
- You can select either a QR code option or printer if you’d prefer. You have a selection of couriers to choose from.
- Head to your nearest drop off location. Please be sure to retain your shipping receipt as Customer Support may require it.
- Your package will be forwarded to our warehouse where it will be processed within 14 working days.
*Please note a returns charge of £2 per parcel will be deducted from your refund amount for UK returns. For returns outside the UK the cost of the return is the customers responsibility.
FAQ’s
What is your return & exchange policy?
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. For hygiene purposes, no refund or exchanges will be given for products that have aftershave, make-up, body odours or cigarette smoke.
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 if the items are not sent back to us in their original condition. The cost of the return is the customers responsibility.
If you need to re-order or are planning to shop again you can opt for an e-gift card as your refund method. The e-gift card will be issued to your e-mail address once we’ve received your unwanted items. By opting for an e-gift card you won’t have to wait the 3-5 working days for your refund to hit your bank account, once processed by our returns team. Once you have selected this option, we wouldn't be able to change this.
We're not responsible for any items that are returned to us by mistake (it happens!). If we're able to locate them (it's not always possible) and you'd like these returned to you, we may ask you to cover the delivery cost.
How do I return an item?
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/exchange 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.
What countries do you accept returns from?
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
I haven’t received my refund, how long does it usually take?
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.
I have paid using Klarna, how do returns work?
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.