How can we help?

FAQ

Need help? See our most frequently asked questions below.

Black Friday 2022

When is Black Friday 2022?

Black Friday is on the 25th November 2022. However, we’re going to launch our Black Friday sale period on Monday 21st November so you get a full week of amazing discounts! Add the date to your diaries and get your wish list ready, this is one you don’t want to miss.

Can I use a discount code during Black Friday?

Discount codes (including student discounts) will not be valid on items discounted in our Black Friday sale however, the discounts are going to be great anyway! But don’t worry, if something catches your eye that is full-priced, you can still use a valid discount code on these items.

Find out more about our student offers and our partnership with Student Beans here.

What delivery options will be available during Black Friday?

Due to high demand for all delivery partners within the weeks surrounding Black Friday, we won’t be offering UK next day delivery. We aren’t able to guarantee that your order would arrive in this time frame and we wouldn’t want to disappoint you.

 

As a way to make it up to you, we’re going to be offering free standard delivery on UK Mainland orders during the entire week of our Black Friday promotion. There will be no minimum order value to receive this, and no code is required.

We ask that you please be patient with our delivery partners in this extremely busy time of year. To find more information on how to track your order as well as other frequently asked questions around order tracking see our help guide here.

Can I return items I purchased in your Black Friday sale?

Yes! 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 21st November and 31st December can be returned up until 31st January 2023.  For purchases made from 1st January onwards our normal returns policy will apply.

To find more detail on our returns policy, click here.

How long will it take to receive a response to my enquiry?

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 lovely Customer Support Team who can assist with any queries.

If your enquiry is related to an order you have made, please ensure you provide as much detail as possible, including the below, as it will help us assist you as quickly as possible.

- Your order number
- The name of the item in question (if applicable)
- Any relevant details or photos of the product/s in question (if applicable)

 

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, please don't worry - we'll be working hard to answer your DMs and e-mails as quickly as we can.

Something is missing from my order, what can I do?

Due to high demand and stock availability within our warehouses, on a rare occasion, an item you have 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 youn know of any new changes to your order by e-mail as soon as we can.

Please note that refunds can take up to 5-7 working days to appear on the original payment method. Klarna payments may take up to 14 working days to be processed.

If you have received an order that is missing an item and we have not made contact to let you know of any changes, please contact us at customerservice@heraclothing.com with the below information and we will get back to you as quickly as we can:

- Your order number
- The name of the item missing from your order
- Details of the condition of the package on arrival (images to support this are great)

Can I change or cancel my order once I have placed it?

Unfortunately, we are currently unable to make amends or changes to your order (including cancelation) once you have hit the "place order" button, this includes the following:

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

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

Will HERA Clothing be doing a Cyber Monday promotion?

Our 2022 Black Friday sale is running from 21st-28th November so Cyber Monday is included in our Black Friday sale week.

We want to assure our customers that any discount made available at the launch of our sale will remain consistent throughout the duration of the period.

Top tips for Black Friday shopping

- Get your wislist ready beforehand so you save time when shopping


- Sign up to our e-mails 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!

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.

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.

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.

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

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.

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?

We have partnered with ReBOUND to create a paperless return process for our customers.

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 ReBOUND 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?

You can track the status of your return here.

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.

Shipping

What are your UK delivery options?
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EVRI Standard Delivery - £4 (free for orders over £60)

Delivery takes 2-3 working days.

2-hour delivery window.

SMS notifications are available.

This is a non-signature service.

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EVRI Express Delivery - £5 (free for orders over £100).

Order by 10PM 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.

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DHL Express Delivery - £6

Order by 6PM Monday - Thursday for next working day delivery.

Estimated delivery is next working day from date order is dispatched (excludes weekends + bank holidays).

Service currently unavailable to Northern Ireland

What are your European delivery options?
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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?
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USA DHL Express Delivery - £15

Delivery takes 1-2 working days.

Tracked service.

This is a non-signature service.

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Australian DHL Express Delivery - £25

Delivery takes 3-4 working days.

Tracked service.

This is a non-signature service.

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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

BT1-99

Isles of Scilly

TR21-25

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

Channel Islands

JE, GY

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

Product

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 info@heraclothing.com.

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

Careers

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