All returns must be made to the following address:
1008 Bullard Court
PLEASE RETURN ITEMS WITH THE RETURN FORM ATTACHED TO YOUR INVOICE
Please put in the package the invoice you received with your order.
*Please note the returns address is a place to hold returns only! It is not a place of stock or in any way affiliated with the HERA brand.
We cannot make exchanges or refunds if we don’t receive your package first.
If you would like to cancel an order, please call our phone number +1 323 909 0995 within 1 working day after your purchase and we will do the best we can to help you.
If however your order has already been processed and shipped, you will need to return the order to us on your cost.
Please read the Return or Exchange an Item section below.
If you are not completely satisfied with your purchase, simply return the item or items to us in their original condition within 14 days of receipt. This means that the products must be not worn or washed and that the tags still have to be on.
As soon as we will receive your package, we will check the items and send you an
e-mail informing you that we have received your package and that the exchange/refund you asked for will be issued within 10 working days.
When you return items to HERA you can:
– Change the size or the color of the product,
– Change the product with a different one that has the same commercial value,
– Ask for a Discount Code you can use on your next purchase (It will have the exact amount you paid when you purchased with Free Shipping and it will be sent via email),
– Ask for a refund of the products you sent back
If the package has already been shipped, shipping charges are not refundable.
If you would like to exchange something with a product that has a different commercial value, our Customer service will contact you as soon as we will receive your package. We will take care of your request and we will help you finding a suitable solution about the exchange.
Personal Discount codes are not refundable. If you used a personal code in your order and you return the entire purchase for a refund, we will refund the amount you paid and we will make a new Discount Code. The second code will have the same amount of the previous one and it will be sent via email. Please keep in mind that this rule doesn’t apply to the promotional codes our athletes share on social medias.
Before returning the items asking for an exchange, please check if the items you would like are available on our website. If they aren’t, unfortunately it means that we don’t have them in stock. Please keep in mind that if something is available when you send the package, it might be sold out when we actually receive it. In this case we won’t be able to make the exchange you asked for and we will contact you as soon as possible.
Shipping costs to return items are covered by customers, but HERA takes care of shipping charges to send the first exchange.
If the customer would like to process a second exchange, shipping charges are entirely on the customer.
If the customer will return the products a second time asking for a discount code, free shipping will not be included.
Products purchased with a discounted price are NOT refundable.
If you are not entirely satisfied with the product you purchased, you can return it asking for a different size or a Discount Code for the amount you originally paid including free shipping.
It’s not possible to exchange products on sale with different colors or different products.
Any other condition specified in our returns policy applies to sale products.
All products on sale are recognizable by the SALE logo that stands on the top-left corner of the picture.”
If you try them on, Slips and Thongs cannot be exchanged nor refunded.
The item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods.
The cost of returning the item to us is your responsibility.
The parcel can take up to 14 working days to be returned to our Warehouse, unless sent via special delivery.
When you return products, please fill in the Return Form you find at the top of this page. After filling it in, please print it and put it in the package with the invoice you received with your order.
We cannot make exchanges/refunds if we don’t know what you are asking for.
If you don’t put any return form, invoice or note in the package, we won’t know who you are and we won’t be able to contact you about the package we received.
There are problems with my return
If the items you asked for are not available, we will contact you to ask what you would like us to send you.
If you put in the package the Invoice you received with your order, but you don’t attach to it any return form or note, we will contact you as soon as possible to ask you what you would like us to do.
If the items have been washed or worn and they are not in their original condition, we will contact you telling you how we would like to proceed.
In all these cases, we will try to contact you via the e-mail address and phone number you gave us when you ordered. If we don’t receive any answer within 2 months after our first contact, we will cancel your order. if you contact us after 2 months, we will be able to give you a refund or a Discount Code for the amount you originally paid, but we won’t be able to make any exchange.
The product I received is faulty
Please contact our customer service filling the Contact Us within 14 days after the receipt. Please attach pictures of the item you received in which we can clearly see the damage and explain what the problem is. Please quote your order number in the email, so that our customer service can take care of your issue in the fastest and best way possible.
I received the wrong item
Please contact our customer service filling the Contact Us form within 14 days after the receipt. Please attach pictures of the item you received in which we can clearly see the size and explain what the problem is. Please quote your order number in the email, so that our customer service can take care of your issue in the fastest and best way possible.
I haven’t Received my order.
Please do not contact us unless it has been (3-4) working days as specified.
Orders purchased with Track and Trace are insured to arrive, and if the parcel is lost, please contact us and we will try to help you as soon as possible.