How can we help?


Need help? See our most frequently asked questions below.

Order Queries

How can I track my order?

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 14 working days of dispatch 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.

Why doesn't my tracking link work?

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.

Can I make changes to my order once I've placed it?

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.

Can I change my delivery address?

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. 

I’ve received a faulty item, what should I do?

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.

I’ve received an incorrect item, what should I do?

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

I’m missing an item from my order, what happens now?

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.

I didn’t receive an order confirmation, what should I do?

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.

Returns & Exchanges

What is your return 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.

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.

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 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:


All areas supported


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.

Can I exchange an item?

Unfortunately, we don't currently offer exchanges on our items at this time. If you need a different colour or size, then you’ll need to return your product and place a new order.

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.


What are your UK delivery options?

EVRI Standard Delivery - £5 (free for orders over £75)

Delivery takes 2-3 working days.

2-hour delivery window.

SMS notifications are available.

This is a non-signature service.


EVRI Express Delivery - £6 (free for orders over £120).

Order by 8:30PM Monday-Friday for next-day delivery. 

Delivery next-day (excl. Sundays/public holidays).

2-hour delivery window.

SMS notifications are available.

This is a non-signature service.

See UK Mainland parcel delivery zones, any postcodes outside of this may not be a next day service.


Royal Mail UK Mainland Delivery - £5 (free for orders over £75)

Delivery takes 2-3 working days from dispatch.

SMS/e-mail notifications are available.

This is a tracked + signed-for service.

What are your European delivery options?

DHL Express Delivery - £15

Delivery takes 1-3 working days depending on locale.

Tracked service.

This is a non-signature service.

What are your worldwide delivery options?

USA DHL Express Delivery - £15

Delivery takes 1-2 working days.

Tracked service.

This is a non-signature service.


Australian DHL Express Delivery - £25

Delivery takes 3-4 working days.

Tracked service.

This is a non-signature service.


Rest of World DHL Express Delivery - £30

Delivery takes 2-6 working days depending on locale.

Tracked service.

This is a non-signature service.

What are your UK parcel delivery zones?

UK Mainland

England, Wales, Scotland excluding Highlands & Offshore Islands. This zone is made up of all postcodes not mentioned below

Scottish Highlands & Islands

AB36-38, AB55-56, FK17-99, HS1-99, IV1-99, KA27-28, KW1-99, PA20-99, PH15-99, ZE1-99

Northern Ireland


Isles of Scilly


Quoted UK pricing is for UK Mainland delivery, any other location will generate a surcharge. Please ask if you require further details.

Channel Islands


Quoted UK pricing is for UK Mainland delivery, any other location will generate a surcharge. Please ask if you require further details.

Customs and Import Fees

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.


Do you offer student discount?

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.

Why isn't my discount working?

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.

How do I know what size to purchase?

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.

Will you be getting more stock?

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.

Contact Us

How do I get in touch?

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

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


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: