If for any reason Clients are not satisfied with an order, the items can be returned for Size/Color Exchange, Store Credit or Partial Refund within 28 days of the order’s delivery date.
The Security Tag must still be intact and attached to returned items.
- To request a return go to MY AREA and either sign in to your account or enter your email and order number. Next, select the items to return and the desired type of return. Once completed, HERARA.COM will send a confirmation email, with the Return Authorization Number (RAN), the shipping label and instructions for the return shipment.
- Returns must be shipped within 28 days of the order’s delivery date.
Types of Returns
- Size/Color Exchange
Return shipping is free when returning an item for Size/Color Exchange.
Items can be exchanged only when a different size or a different color of the same Item Code is available. If the item is returned a second time, the compensation will be a partial refund.
- Store Credit
Return shipping is free when returning an item for Store Credit.
As soon as the return has been processed, the Client will receive a code for the total value of the returned items. The code may be used on the next order placed on HERARA.COM.
- can be used one time only within three months of the return;
- is not cumulative with other Store Credits;
- must be used in its entirety on an order that is either equal to or greater than the value of the Store Credit.
- Partial Refund
The cost of return shipping is USD 30. This amount will be deducted from the final refund.
Please follow attentively all given instructions. Make sure to print and use the pro forma invoice and shipping label that are provided. If the instructions are not followed correctly or if the provided documents are not used, Customs may apply import fees. These fees will be the Client’s responsibility and will be deducted from the refund.Partial Refunds will be processed as soon as returned items have been checked and accepted by HERARA.COM.
For orders paid by Credit Card, the refunded amount will be available to Clients in roughly 10 days and within their next billing statement. Processing time may vary depending on the Credit Card Company.
Orders paid by PayPal, Alipay, WeChat Pay or by Bank Wire Transfer will be refunded to the original account.
Partial Refunds will be issued in the same currency as the original purchase. Any differences in the amount refunded are due to exchange rate fluctuations and will not be reimbursed.
If applicable, shipping fees of the order are non-refundable.
Return Terms & Conditions
- The Security Tag must still be intact and attached to returned items. Items must not have been worn, washed or altered in any way, and must not show any signs of use. Soles of footwear must be in perfect condition and must not be marked in any way.
- Items must be returned with all original labels and tags still attached, packaging and other accessories (dust bags, hangers, garment covers etc.) received with the order.
- Shoes and other accessories must be returned with their original boxes, which must not be damaged and/or altered or used as the external parcel for the shipment.
- Swimwear (bikini bottoms, swim shorts or briefs) and intimate apparel (briefs, boxers) must be tried on over underwear. Items that have any sign of use or wear will not be accepted and will be returned to the Client.
- Items from the HOME area must be returned in perfect condition, without any damage, scratches or dents. If an item from the Home area is delivered damaged, please contact us to receive instructions for the return.
Items must be returned in their original packaging with all original accessories, components and instructions. Furthermore, they must be packaged in the same suitable manner in which they were received.
If purchasing a large quantity of the same item, such as tiles or wallpaper, we suggest contacting our Customer Service department directly, and they will send a sample to aid in deciding the correct quantity that needs to be purchased.
- Telephones and other electronic devices cannot be returned or exchanged if open.
- Returns must be packaged in the HERARA.COM box, which must be securely sealed with adhesive tape. In case the HERARA.COM box is no longer available, clients may use another type of packaging suitable for the shipment of HERARA.COM items.
- In the case of defective or incorrect merchandise, we invite Clients to immediately contact [email protected] HERARA.COM reserves the right to request photographic support regarding defective or incorrect merchandise before authorizing a return for full reimbursement of shipping and import fees.
- Pickups for all authorized returns with HERARA.COM’s courier account numbers must originate from the same country of the original shipment.
- In the case that the return shipment requires pickup or the payment of any added fees, HERARA.COM reserves the right to refuse returns sent with a different courier than specified in the confirmation email. HERARA.COM reserves the right to refuse returns that are unauthorized and/or not sent in accordance with the Return Policy detailed on the website.
In the case of unauthorized or non-standard returns, the merchandise will be returned to the shipping address specified in the original order.
If an unauthorized return is accepted, HERARA.COM will deduct a 10% administrative/re-stocking fee from the refund.