FAQ

Need help? See our most frequently asked questions below.

Contact

For media and press enquiries: press@heraclothing.com

For general enquiries: info@heraclothing.com

For customer service enquiries: customerservice@heraclothing.com 

For all returns enquiries: returns@heraclothing.com 

Be sure to INCLUDE AS MUCH INFORMATION AS POSSIBLE e.g. order number (#UK123456), email address, pictures, etc. This will allow us to answer any questions you have as quickly as possible.

Please note that our office hours are 9-5pm, Monday - Friday, excluding bank holidays. We aim to respond to all enquiries within 48 hours. Any enquiries received over the weekends will be responded to on the next working day.
Please get in touch through only one method of contact as contacting through multiple channels for the same query may delay response times for you and other customers.

UK Delivery

EVRI STANDARD DELIVERY - £4
Delivery takes 2 WORKING DAYS SMS notification 2 hour delivery window This is a non-signature service
EVRI EXPRESS DELIVERY - £5 ORDER BY: 10PM Monday - Friday for next day delivery. Orders placed before 12pm on Sunday will be delivered on Monday
Estimated delivery NEXT DAY (excl. Public Holidays) SMS notification 2 hour delivery window This is a non-signature service See below UK Mainland parcel delivery zones, any postcodes outside of this may not be a next day service.
DHL NEXT DAY DELIVERY - £6

ORDER BY: 6PM Monday - Thursday for next working day delivery.

Service currently unavailable to Northern Ireland
Estimated delivery is next working day from date order is dispatched (excludes weekends + bank holidays).

Service currently unavailable to Northern Ireland

European Delivery

DHL EXPRESS DELIVERY - £15
Delivery takes 1-3 WORKING DAYS depending on the zone (see table) Tracked service This is a non-signature service

USA / AUS / Worldwide Delivery

USA DHL EXPRESS DELIVERY - £15
Delivery takes 1-2 WORKING DAYS Tracked service This is a non-signature service
AUS DHL EXPRESS DELIVERY - £25
Delivery takes 3-4 WORKING DAYS Tracked service This is a non-signature service
ROW DHL EXPRESS DELIVERY - £30
Zones 7-10 excluding USA/ AUS (see table) Delivery takes 2-6 WORKING DAYS depending on the zone (see table) Tracked service This is a non-signature service

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.
Isle of Man IM1-99
Quoted UK pricing is for UK Mainland delivery, any other location will generate a surcharge. Please ask if you require further details.

Custom 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.

How Do I Track My Order

As soon as your order has been fulfilled, you'll receive a shipping confirmation email titled "Your order is on the way". You will then be able to track your order through the tracking link on the email. If you haven't received an email yet, please don’t worry, your order can take around 24-48 hours to be dispatched.

Please note, tracking can take around 24-48 hours to update after dispatch

I Want To Change My Order

We’re unable to make any changes to your order once you’ve hit the ‘place order’ button, this includes the following:

  • Changing the item or size
  • Delivery/billing address
  • Adding items to your order
  • Shipping method

Should you make an incorrect order, please visit the returns page for a step-by-step guide on how to return and receive a refund.

Please note, if you input the incorrect address at the checkout, we cannot be held accountable if the order goes missing. Hera Clothing is not liable to refund or replace the order as a result.

I'm Missing An Item From My Order

In the unlikely event you are missing an item from your order, please contact us immediately with the following information to ensure that we can get this resolved for you quickly & efficiently:

  • Your order number.
  • The name of the item you did not receive.
  • Confirmation on whether your package was damaged.
  • A picture of the dispatch note attached to the parcel

Once we've received the above information, our Customer Support team will get this sorted for you as soon as possible.

All claims for orders arriving with missing items must be make within 7 days of the reception date of the delivery.

You've Sent Me The Wrong Item

In the unlikely event you have received the wrong item, please contact us immediately with the following information to ensure that we can get this resolved for you quickly & efficiently:

  • Your order number.
  • The name of the item you did not receive.
  • The name of the item you received in it's place.
  • A clear photograph of the item you have received, including logo.

Once we've received the above information, our Customer Support team will get this sorted for you as soon as possible.

You may be asked to return the incorrect item back to us through our returns process. See our returns page, if you're not sure how to do this.

All claims for orders arriving with an incorrect item must be made within 7 days of the reception date of the delivery.

How Do I Return My Items?

You have 30 days to start your return from the moment your HERA order is delivered.

  • Go to our RETURNS PAGE and click ‘Get Started’.
  • Enter your order number and shipping postal code or email address. Please ensure you enter all information exactly as it is on your order confirmation.
  • Please remember to include # at the start of your order number.
  • Select which item(s) you are returning and why.
  • Confirm your original delivery information (amend if needed).
  • Select the method you’ll be returning your order by (you will also see your nearest drop-off point).
  • Depending on your return method, you may need to download a returns label or present a QR code when returning. Simply attach to your parcel or present the QR code and take it to your nearest drop-off point.

Some couriers don’t need a return label to be printed so please don’t worry if you are not asked to do this. 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.

The cost of the return is your responsibility.

Returns Policy

If your purchase does not work out for any reason, you may initiate a return within 30 days of receiving your order. Products must be unwashed and unworn with original tags. Please visit our MAKE A RETURN page. Depending on your return method, you may need to download a returns label or present a QR code when returning. Simply attach to your parcel or present the QR code and take it to your nearest drop off point. Some couriers don’t need a return label to be printed so please don’t worry if you are not asked to do this. 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, in case you need this at a later date. In the unlikely event you have received a faulty item, please see our FAQ page. Please do not return any damaged goods unless you have been told to do so by a member of our support team. The cost of the return is your responsibility.

Received a Faulty Item

We are sorry to hear you have received a faulty item, please send the below information to returns@heraclothing.com along with your order number and item name:

Photos that show:

  • The fault as clearly as possible.
  • Full-length photo of the item.
  • The HERA logo and label.

Don’t worry about sending your faulty item back to us, keep hold of it until a member of our customer service team have been in touch.

Haven't Received Your Refund

Depending on the courier & country you’re returning your item(s) with, it can sometimes take up to 14 working days (excluding weekends & public holidays) to be delivered and processed by our returns team. Your refund will then be actioned and can take up to 5 working days to be returned into the account you paid with via the original payment method*.

* This can vary depending on your chosen payment method.

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. But if you need to get in touch with Customer Support about your return, please email customerservice@heraclothing.com and include in your message:

  • Proof of postage (a receipt)
  • The tracking number
  • Your order number

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

What Is Klarna

Klarna is a payment provider for the US and some European countries. It allows you to order different sizes, items, and only pay for what you love.

Why Choose Klarna

Try before you buy and get up to 30 days to pay for your order OR You can split the cost into 3 interest free instalments. That’s one part-payment at purchase, and two further payments at 30 and 60 days.

Does Klarna Impact My Credit Score

Klarna may run a soft credit search that does not affect a customers credit score and is only visible on your credit file by you and Klarna. Neither Klarna nor HERA run credit searches that could impact your credit rating. This includes at the point of application, if a payment is missed, or if the outstanding balance enters a debt collection stage.

Additional Information On Klarna

In the UK you must be 18+ to use this credit offer. Klarna uses soft searches with credit reference agencies. These do not affect your credit rating. Missed payments can affect your ability to use Klarna. Pay in 3 instalments, complete terms. Pay later, complete terms. Late payment fees will apply. If you'd like more information on this, then contact Klarna Support. *You must be 18 or over, have a residential address and a bank account

Klarna Cookies

Klarna Bank AB (publ) (“Klarna”) uses cookies to recognize the user’s device for the purpose of providing personalized advertising of Klarna products the next time the user will browse a merchant website offering Klarna products, and for analytics purposes. Persistent marketing and analytics cookies These cookies contain a unique user ID which will enable Klarna to recognize the user’s device the next time that user returns to a merchant using Klarna’s services. These are persistent cookies, stored on the device for a period of up to 540 days as of the last interaction with Klarna, or until they are deleted and allow Klarna (i) to show personalized marketing of Klarna products, including credit promotions to the user, and (ii) to perform analytics of the user behaviour. By connecting the unique user ID stored in the cookie on the device to the information Klarna has about the user, Klarna will be able to recognize the user of that device. The information Klarna collects through the cookies is not shared with any third party. The user’s consent and revocation of consent Setting cookies for marketing purposes is subject to the user’s consent, which will have to be obtained before the cookies are set on the user’s device. In addition, the web browser or device often allows the user to change the settings for the use of cookies. More information on how to adjust the settings can be found in the browser of device reference information, and on aboutcookies.org. About Klarna Klarna Bank AB (publ) is subject to Swedish Data Protection legislation, and is the data controller for the purpose of processing the personal data as described above. Klarna has a data protection officer and a team consisting of personal data experts. Klarna also has a customer service team handling questions relating to personal data. You are welcome to contact Klarna at dataskydd@klarna.se. Please visit www.klarna.com for more information about Klarna, and how Klarna processes personal data.