Frequently Asked Questions

Hertwill is a dropshipping app for merchants who want to sell high-quality products from European brands. Here, you'll find frequently asked questions about Hertwill and dropshipping, including how it works.

General Information

What is Hertwill?

Hertwill offers high-quality dropshipping products from European brands and manufacturers, all with warranties and wholesale prices. And you can add these products to your store in minutes using our Shopify app or WooCommerce plugin, rated 4.9/5.

What is dropshipping?

Dropshipping is an order fulfillment method where a store sells products without keeping them in stock. Instead, when a customer makes a purchase, the store buys the product from a third party—usually a wholesaler or manufacturer—who then ships it directly to the customer. In short, you sell the product, and your supplier handles the storage and shipping. At Hertwill, all products are available via dropshipping

How Hertwill works?

Hertwill is a dropshipping app that helps you import high-quality European products to your online store and takes care of all order fulfillment. Here’s how it works:

Create a free Hertwill account.
Integrate your store with Hertwill using our WooCommerce plugin or Shopify app. It’s quick, doesn’t require any coding skills, and our apps are rated 4.9/5.
Choose your Hertwill plan. Start with the free plan (add up to 5 products) or upgrade for higher product limits.
Import products with a few clicks, edit them (e.g., prices or descriptions), and start selling. Products come with marketing materials, making it even easier to promote and sell.
When an order is placed in your store, we’ll charge you for the order and handle the entire fulfillment process, delivering it directly to your customer.
Fulfillment is automated, as are stock updates in your store. A tracking number is provided for each order, and returns and exchanges are accepted.
After orders start coming in, scale your business bigger and finally quit your day job.

Is Hertwill free to use?

Hertwill is free to use with our free plan, which lets you add up to 5 products to your store—no credit card required. If you want to add more products or access premium features, paid plans are available. The first month of any monthly plan is just 1€, and you can cancel anytime. Learn more about Hertwill plans and features here.

Do I need my own warehouse to start with Hertwill?

No, you don’t. All items we provide are available via dropshipping, so we stock, pick, pack and ship the orders on your behalf. Essentially, Hertwill is your silent partner, operating in the background while you focus on selling the products we provide.

How do I make money selling products provided by Hertwill?

All products are listed at wholesale price in the Hertwill product catalog, and you make money by adding the margin and selling them in your online store.

Where can I find reviews about Hertwill?

Hertwill is a highly-rated dropshipping app, with a 4.9/5 rating for both Shopify and WooCommerce. You can read user reviews on the Shopify App Store, the WordPress Plugin Directory, and in the reviews section on the Hertwill homepage.

Which platforms is Hertwill available on?

Hertwill is currently available for Shopify and WooCommerce stores. We're also planning to launch on Wix later this year.

For which regions is Hertwill available?

Hertwill is available for online stores selling to the European Union, United Kingdom, and United States. We're expanding to Norway and Switzerland later this year, with more regions planned for next year. Check our shipping page for details.

What are the estimated earnings with Hertwill?

Earnings depend on your skills, experience, how quickly you do things, your niche, and target market. Results vary widely between merchants—some make over €50,000 a month, while others make nothing. The general rule: dropshipping isn’t a free meal; the harder you work, the higher your chances of success.

How much are the top stores making partnering with Hertwill?

Top stores partnering with Hertwill are making over €300,000 (or $315,000) annually.

Products and Brands

What kind of products Hertwill offers?

We offer thousands of dropshipping products from more than 150 European brands, and new products are added to Hertwill catalog daily.

Our focus is on local brands with excellent-quality products, many of which are award-winning and made in Europe. We believe in offering high-quality products from real brands, making it easier for online stores to sell compared to AliExpress products. This also leads to more repurchases, higher customer lifetime value, and happier customers. Our products are for merchants who want to build a long-term, successful business.

The main categories we focus on now are shoes, bags, children’s items and cosmetics. Our special attention is on sustainable goods – for example, we work with a jewelry brand that is upcycling materials left over from aircraft manufacturing.

Do products come with marketing materials?

Yes, all products come with high-quality images, and some also include videos, real reviews from real users, and marketing tips.

Can I use the photos available on Hertwill.com in my store?

Yes, for brands that have approved your store, you can use their photos on Hertwill.com for your store, social media, and ads. For example, if you sell Samelin shoes, you can use their images. With Samelin and most other brands, we also provide extra marketing content once your store is approved by the brand.

Does Hertwill provide product reviews?

Yes, we provide reviews from real customers that you can use in your store and for marketing purposes. We understand the importance of social proof.

What should I know about brand verifications?

Some brands we offer are available for everyone to import and sell right away (link), while others are premium brands that require approval before you can start selling their products. The approval process typically takes 0-3 days.

Brands usually want to review your store to ensure it aligns with their image and values. To increase your chances of success, it’s best to apply for brand approval when your store is live and ready.

To improve your chances of brand approval:

Ensure your store is publicly accessible: It should be live and open to the public, without password restrictions.
Use a custom domain: This boosts your store’s credibility.
Present a professional image: Clearly showcase what your store offers and its value. Avoid placeholder content like ‘Lorem Ipsum’ or generic names like ‘Joosep’s Store.’
Include ‘About Us’ and ‘Contact’ pages: Brands want to know who’s behind the store and how to contact you.
Be selective with product choices: Having too many AliExpress products might turn some brands away, as they don’t want to be in the same store with these products.
Don’t use brand photos before approval: Wait until you’ve received approval to display a brand’s products.

In general, there’s nothing to worry about—most brand requests get approved. Just make sure your store looks nice (you need this for sales anyway).

Can I sell Hertwill products if I’m already selling products from other suppliers?

Yes, of course.

Can I sell Hertwill products on Etsy, eBay, or other marketplaces?

No, we don’t support selling our products on Etsy, eBay, or similar marketplaces.

Are the product prices in Hertwill with VAT?

No, the prices listed in our catalog do not include VAT.

If your business is in the EU and has a valid EU VAT number, VAT will not be added to your purchase.
Otherwise, a 22% VAT will be applied, including to Estonian businesses with a valid VAT number.

Does Hertwill offer white label or private label?

Not yet, but it’s coming later this year.

Pricing and Plans

Is Hertwill free to use?

Is there a free trial for Hertwill?

Hertwill offers a free 3-day trial with every plan. For monthly plans, the first month is just 1€, and you can cancel anytime. Get the offer here.

How can I upgrade my plan? And will I lose any money I paid in advance for a lower plan?

Go to Subscription Plans at Hertwill and choose the plan you want. If you’ve paid in advance for a lower plan, the unused amount will be automatically deducted from your new plan. This way, no money is lost.

How do I cancel my Hertwill subscription?

To cancel your subscription, navigate to Susbcribtion Plans and choose one of the following options:

Downgrade to the Free Plan.
Use the Cancel Button

Both methods will cancel your paid subscription and convert your account to our free plan, which includes:

No further charges to your account.
Access to basic features, including importing up to 5 products.
If you have more than 5 products, only the first 5 will continue to receive updates.

You can upgrade to a paid plan at any time to regain full access to all features.

What happens if I cancel my subscription?

When you cancel your subscription, your account is automatically downgraded to our free plan. We won’t charge you any further subscription fees unless you have an unpaid balance. The free plan allows you to sync up to 5 products. If you have more than 5 products in your store, only the first 5 will continue to receive updates. Any additional products beyond this limit won’t be updated until you resubscribe to a paid plan

Does Hertwill provide refunds for paid plans?

No, we do not provide refunds for paid plans

Orders and Fulfillment

How are orders fulfilled with Hertwill?

When a customer places an order in your store, Hertwill automatically handles the entire fulfillment process, including picking, packing, and shipping the product directly to your customer. Fulfillment is fully automated, including stock updates in your store. A tracking number is provided for each order, and returns and exchanges are accepted.

For Shopify stores, you need to turn on automated fulfillment in your store settings. Otherwise, you’ll need to manually request fulfillment for each order. Go to Shopify Settings-> General-> Order processing and check the box next to ‘Automatically fulfill the order’s line items.

How fast are the orders processed?

All orders placed before 23:59 (GMT +1) will be dispatched on the next business day, with the exception of certain made-to-order products.

What are the estimated delivery times for orders?

Delivery times depend on the destination and product:

EU: Most orders are delivered within 4-8 working days.

US and UK: Deliveries might take longer.

For more detailed information, check the Hertwill Shipping Information page.

When and how do I pay for my orders?

We use an automated billing system. Each time an order is processed for fulfillment, your bank card will be charged, and an invoice will be issued for that order. Payments are processed securely via Stripe.

To pay for your orders, follow these steps:

Navigate to Hertwill Billing page.
Enter your bank card details and billing information.
If you have a VAT number, enter it under Company Information.
You can find invoices and tracking numbers by navigating to the Orders page. Tracking numbers are also available in your store admin.

Once your payment method is set up, Hertwill will automatically charge it when an order comes in and proceed with the fulfillment.

What are the most common reasons my order stays in 'On-Hold' or 'In Process' status?

Payment for the order failed. This is usually due to insufficient funds or no payment method set up in Hertwill. If you’ve fixed this issue, contact us at hello@hertwill.com, and we’ll attempt to charge your payment method again.
Order is missing a phone number. Our logistics partners require a phone number for fulfillment. If this is the case, send the phone number for the order to hello@hertwill.com.

Why is a phone number required for Hertwill orders?

The logistics companies we work with require a phone number for deliveries, and we cannot fulfill the order without it. The phone number is used solely for delivery purposes. You can inform your customers at checkout that their phone number is needed only for this reason.

How to cancel an order?

For Shopify stores: If the item in the order hasn’t been accepted for fulfillment yet, you can cancel it directly in your Shopify store admin. If fulfillment has already been accepted by Hertwill, please contact us at hello@hertwill.com to request a cancellation.

For WooCommerce stores: Please reach out to us at hello@hertwill.com to request a cancellation.

What should I do if I have a problem with an order?

Contact Hertwill at hello@hertwill.com, and include your order number along with a description of the problem.

What happens if I have more products synced to my store than my plan allows and I receive an order?

If you receive an order for a product that exceeds your current plan’s product limit, we will pause order fulfillment of that order.

To resume order fulfillment, you can:

Upgrade to a plan that covers your total product count,
or Reduce the number of synced products to match your current plan’s limit.

Once your product count aligns with your plan, we’ll automatically resume processing and fulfilling your orders.

Does Hertwill accept returns and exchanges?

Yes, Hertwill is one of the very few dropshipping platforms that accepts returns and exchanges, and customers can return items directly to us. However, we can only accept a return if:

The product is returned within 30 days of the original order date.
The product is unused, undamaged, and retains all original labels.

We pride ourselves on the high quality of our products, which results in far fewer returns compared to typical dropshipping goods. For example, our bags have a return rate of just 1%, and shoes under 10%.

If you need to request a return or exchange, please contact us at hello@hertwill.com. You can find more information about returns here.

Does Hertwill offer customized packaging for orders?

Currently, we do not provide personalized packaging for orders. Our products are generally dispatched in the original brand packaging, while some are sent in unbranded packaging. Please note that no invoices are included with orders.

Shipping

To which regions and countries does Hertwill ship?

Hertwill currently ships to the European Union, United Kingdom, and United States. We’re also expanding to Norway and Switzerland later this year, with more regions coming soon. For more details, check our Shipping Page.

What are the shipping costs?

You can find the shipping costs here.

Do you provide tracking information for shipped orders?

Yes, we provide tracking information for all shipped orders. Once your order is shipped, you’ll receive a tracking number to monitor its progress until it reaches its destination.

For Shopify stores, the tracking number is automatically shared with your customers unless you turn off this setting in your store admin.

For WooCommerce stores, the tracking number is displayed when you open the order details.

Which logistics company is used to deliver the packages?

Most orders are delivered by DPD, but sometimes orders are shipped via DHL, FedEx, UPS, Omniva, or PostNord.

Do you deliver door-to-door or to pickup points?

Most orders are delivered by default to pickup points, as this is the preferred option for most customers. However, we’re working on giving merchants the choice between pickup points and door-to-door delivery.

There are some exceptions:

If there are no pickup points within a 5 KM radius, the order will be delivered door-to-door.

All orders are shipped door-to-door in Germany, the Netherlands, Belgium, Luxembourg, Slovenia, the US, and the UK.

We know this isn’t a perfect solution yet, but we’re actively working on improving it.

If a customer buys something from my store, how do they know how much they will pay for delivery?

You set the delivery prices for your customers in your store. Some merchants pass the full shipping cost to customers, while others cover part of the cost or offer free delivery on all orders or orders over a certain amount. You can choose the pricing strategy that works best for your business.

To see how much Hertwill charges you for shipping and order fulfillment, check the detailed information here: Hertwill Shipping.

What happens if a customer orders from two different brands?

We value our diverse range of brands and products. However, please note that if your customer’s order consists of items from different brands, we handle these as separate orders for shipment. As a result, shipping charges will be applied for each distinct order.

For example:

1. If your customer orders three pairs of TOKU slippers, these will be dispatched as a single order. Accordingly, you will be charged for the shipping cost of one order.

2. However, if a customer orders one pair of TOKU slippers and one Nordhale laptop bag, they will be treated as separate orders, and you’ll be charged for the shipping of each item. In this example, it would be 2x shipping charges.

We understand the convenience of receiving all items in one package, and we’re actively working on a solution to offer consolidated shipping later this year.

Integration and Technical Support

Why does a product show as "Out of Stock" on the storefront even though inventory shows it is in stock in my Shopify store admin?

If your product appears as “Out of Stock” on the storefront but shows stock in Shopify admin, it’s likely because the Hertwill location is not added to your Shopify shipping profiles. To fix it:

Go to your Shopify settings.
Navigate to Shipping and Delivery.
Ensure that the Hertwill location is included in your shipping profiles.

This should resolve the issue and update your product availability.

Why do customers see a "Shipping not available" error in my Shopify store when they try to checkout?

This error usually happens when the Hertwill location isn’t added to your Shopify shipping profiles after installing the Hertwill app. To fix it, go to your Shopify settings, navigate to “Shipping and Delivery,” and ensure that the Hertwill location is included in your shipping profiles. Once added, this should resolve the shipping issue.

Why doesn't the order status change in my Shopify store?

In Shopify stores, we currently don’t change the order statuses but only the fulfillment statuses. The reason is that an order can have line items that are fulfilled differently. For example, if an order has:

Product Y (fulfilled by Hertwill)
Product Z (from the merchant’s own warehouse)

Changing the entire order status could incorrectly mark the whole order as complete, even if some items haven’t been fulfilled yet. This approach prevents any confusion with mixed-fulfillment orders.

What are the common issues with WooCommerce Integration?

When generating API keys for Hertwill (WooCommerce -> Settings -> Advanced -> REST API -> Add Key), ensure that permissions are set to Read/Write.
Make sure the account you use to generate API keys for Hertwill in your WooCommerce store backend has shop-owner or admin-level rights.
Enable permalink rewrites in your WordPress settings by navigating to Settings –> Permalinks.

If you are still having trouble integrating your store, email us at hello@hertwill.com.

I tried bulk import, but not all products made it to my store. What should I do?

If you are importing a large number of products at once from Hertwill, the sync process can take a while—sometimes even several hours. This applies to both WooCommerce and Shopify.

For Shopify stores, especially on lower-tier plans, there are limits on how quickly products can be imported, which can slow down the process or even stop it for a period.
If some products are still missing after waiting for a while, try re-importing them from your Import List.

If the issue persists, contact us at hello@hertwill.com for help.

It seems that products didn't sync correctly to my store. What should I do?

Although this happens rarely, here’s what you can do if you encounter a sync issue:

Delete the products with errors from your store.
Remove these products from the My Products list in Hertwill.
Add the products to your Import List again and try syncing them.

This should fix the issue. If the problem persists, don’t hesitate to contact us at hello@hertwill.com for further assistance.

Multistore

Can I connect multiple stores to Hertwill?

Yes, you can connect multiple stores under one Hertwill account.

For Shopify: Install the Hertwill app on your new store if it’s under the same Shopify account as your current store.
For WooCommerce: Navigate to My Stores in Hertwill to add a new store.

Do I need separate subscriptions for each store?

Yes, each store requires a separate Hertwill plan. For example, one store can have an Unlimited plan, another a Standard plan, and a third one can be on the Free plan.

Getting Started and Success Tips

How much capital is required to start an online store?

You can start basically free since:

Shopify has a €1 trial.
Hertwill has a free plan and a €1 trial for paid plans.

However, there’s a much higher chance of success if you have a budget to run ads. In general, we recommend having at least €200-€300 as a starting budget. The more, the better.

How much time per week does running an online store as a side business take?

IIt depends on your expertise and ambitions:

If you’ve run an online store before, it might take just a couple of hours a week.
If it’s your first time and you don’t have a background in digital marketing or e-commerce, it could take 3-6 times more effort.

Most of the work is front-loaded when setting up the store and ads. After that, the workload tends to decrease over time. But like with most things in life, success in dropshipping tends to follow work.

We recommend running the store with a friend or partner—it’s more fun, things get done faster, and you’ll have a higher chance of success.