Frequently Asked Questions

Hertwill is a dropshipping app rated 4.7/5 on the Shopify App Store, offering high-quality products from European and US brands, manufacturers and suppliers at wholesale prices. Hertwill is available for Shopify, WooCommerce and Wix stores.

Dropshipping is an order fulfillment method where an online store sells products without holding inventory. When a customer places an order, the supplier ships the product directly to them.

Every product comes from a vetted European or US brand, manufacturer or supplier, and more than 80% are made in Europe or the US. Your customers get fast local shipping and accepted returns, while you sell products from real brands they won’t find on AliExpress. In short, Hertwill gives you genuinely great products to sell, the kind you would buy yourself.

Create a free account, connect your Shopify, WooCommerce or Wix store, and import products in a few clicks. When a customer places an order in your store, it syncs to Hertwill and we handle the fulfillment automatically — you focus on marketing and growing your business.

Browse the catalogue, add products to your Import List and sync them to your store in a few clicks. Product details, including descriptions in your preferred languages, images, stock levels and prices, are synced to your store. Stock is then kept up to date automatically.

Yes — the free plan lets you sell up to 5 products with no credit card required. Paid plans unlock more products and higher order volumes.

No. You never touch the inventory — the brands stock, pick, pack and ship every order on your behalf.

You buy at the wholesale price and set your own retail price in your store. The retail price minus the wholesale price is your gross product margin, not your profit. Shipping, VAT where applicable, payment fees and returns affect what you actually keep.

You can find reviews on the Shopify App Store, WordPress Plugin Directory, Wix App Market, Trustpilot and our reviews page. There are also a few reviews on Reddit.

Hertwill works with Shopify, WooCommerce and Wix. Our Shopify app is Built for Shopify.

Hertwill mainly serves online stores selling in the EU, the UK and the US. Selected brands also ship to Norway, Switzerland and Canada; check each brand page for availability.

Results vary widely between merchants — some make over 50,000 € a month, while others make nothing. Success depends on your niche, your marketing and the work you put in.

Use the "Ships to" filter in the Hertwill catalogue. Most products ship across the EU, and selected brands ship to the US and the UK.

Thousands of dropshipping products from hundreds of European and US brands — footwear, bags, apparel, kids’ products, beauty, home & garden and more, with a focus on quality and sustainability.

Yes. Products come with high-quality images, and many also include videos, real customer reviews, and marketing tips.

Yes. As an approved seller, you can use the images, videos and reviews from hertwill.com, as well as any additional marketing content we share with you.

Yes. You can edit product images, titles, descriptions and other content. However, do not change SKUs, duplicate products or combine different Hertwill products under one product, as this can break stock syncing and order fulfillment.

Yes. Many products include reviews from real customers that you can use in your store.

If a product has an EAN, it is included when you import the product to your store. EANs are also available through the Hertwill API. Some products, usually from smaller brands, do not have an EAN.

Yes. You can find the available GPSR information on each brand page and access it through the Hertwill API.

Brand approvals usually come quickly when your store is live and accessible, so the brand can review it. If your store is not live yet, approval may take longer because the brand cannot see what it is approving. Once your store is live and ready, let us know and we can follow up with the brand.

The most common reasons: the store is not live yet, it looks unprofessional, the niche does not match the brand, or the brand does not sell to your country.

Yes, absolutely — you can combine Hertwill products with products from other suppliers.

Yes, you can order samples at the wholesale price. Add the product to your Import List, sync it to your store and create an order using your own address as the shipping address. We do not provide free samples.

Yes. Samelin, AIPI, Papillon, Galvi-Linda, Bees & Blooms, Purré and e-doggy can be sold on EU marketplaces.

Generally, yes. You are free to set your own retail prices. However, some brands have minimum pricing or no-discount rules for their products.

We’ll email you before a wholesale price change takes effect so you have time to prepare. Once the change goes live, the new cost is updated in your store if you’ve enabled Keep product costs up to date in your integration settings. The new price will also appear on hertwill.com and in the API.

Catalogue prices exclude VAT. Add your company details and EU VAT number, if you have one, in Company Info. For orders delivered within the EU, a valid EU VAT number means Hertwill invoices you at 0% VAT. You can download each order invoice from the Orders page.

Not yet, but white-label products are currently in the works and coming soon.

Yes, there is a free plan that allows you to add up to 5 products to your store.

Yes — every paid plan comes with a free 3-day trial, and you can cancel anytime.

You can upgrade anytime from the Memberships section of your account. Any unused amount from your current plan is automatically deducted from the price of the new plan.

Cancel anytime from the Memberships section of your account — your account converts to the free plan.

After cancelling, you will stay on your current plan until the end of the billing period. Your account will then downgrade to the free plan, which is limited to 5 products. You will not be charged for any future billing periods. However, Shopify may charge for a billing period after you cancel if you have already used that period but Shopify has not yet collected the payment. This is not a charge for a new period, but an outstanding payment for the period you already used.

No, we do not offer refunds for paid plans.

Automatically. When a customer places an order in your store, it syncs to Hertwill and we handle the entire fulfillment process, including picking, packing and shipping. Shopify stores can also use manual fulfilment, which requires you to request fulfilment for each order from your Shopify admin. We do not recommend this, as it creates a delay between the customer placing the order and the order reaching Hertwill. During that time, product availability may change.

Once the order is paid and its status changes to Processing in WooCommerce, it is sent to Hertwill for fulfillment.

Most orders placed before 23:59 (GMT+2) are processed and shipped the next business day.

EU: 3–8 business days from European warehouses. UK: 4–10 business days. US: 3–8 business days from US warehouses.

Billing is automated through Stripe. Before an order is fulfilled, you are charged the wholesale price of the products and the shipping cost. An invoice is issued for each payment.

Hertwill charges the saved card for wholesale cost and shipping before fulfillment. The store’s customer payment and Hertwill’s charge are separate.

All charges are in euros (EUR). Prices shown in other currencies are indicative and meant for reference only.

• In Process: The order is being processed and payment or required delivery details may still be missing. If action is needed, we’ll contact you.
• Paid: Your payment to Hertwill was successful and the order is being prepared for fulfillment.
• Completed: The shipping label and tracking have been created. The parcel may already have shipped or may still be waiting for the carrier to collect it. Check the tracking for the latest movement.
• On Hold: An issue is preventing fulfillment, usually a failed payment or a missing payment method in your Hertwill account.
• Cancelled: The order has been cancelled.
• Partially Refunded: Hertwill has refunded part of your payment for the order (half of the amount paid or less). An order that is still being fulfilled keeps its current status until it completes, even if part of it has already been refunded.
• Refunded: Hertwill has refunded your payment for the order (more than half of the amount paid, or all of it).

A failed payment, a missing phone number, or an incomplete shipping address.

The logistics companies we work with require a phone number for deliveries.

Contact us at hello@hertwill.com with the order number as soon as possible — the address can usually be changed until the order ships.

For Shopify orders, you can cancel the order directly from your store if you act quickly and it has not yet been processed. For WooCommerce and Wix orders, contact us at hello@hertwill.com with the order number. In all cases, we recommend emailing us as soon as possible to make sure the order is cancelled before it ships.

Contact our support at hello@hertwill.com and include the order number.

Fulfillment of that order is paused until you upgrade your plan or reduce the number of synced products.

Yes. Hertwill is one of the very few dropshipping apps offering returns and exchanges — items can be returned within 30 days in unused condition. A few brands are excluded.

The 30 days start on the original order date. For made-to-order products, we add the production time to the return period. If the timing of a return is causing a problem, contact us and we’ll sort it out.

Together with our partners, we operate through more than 100 warehouses and fulfillment centers across the EU, US and UK, so the return address always depends on the item being returned. If you need to list a single return address in your store, we recommend using your own company address. You can also list Hertwill's office address: Hertwill Krulli 2b 10416 Tallinn Estonia Please keep in mind that we do not actually accept returns at this address. To start a return, open the order in Orders and create a return label where available. If you can’t create a label there, email hello@hertwill.com.

Yes — every product comes with a 2-year warranty, except cosmetics, edible items and candles.

We do not offer personalized packaging. Orders ship in the original brand packaging or unbranded packaging, and no invoices are included in the parcel.

We ship across the EU, the UK and the US. A few brands also ship to Norway, Switzerland and Canada; check the brand page for availability.

Shipping costs depend on the destination and the product. The exact shipping price for every product is shown on the product page and on the brand’s page.

Usually, yes. There are 2 exceptions: if an order contains products from multiple brands, shipping is charged separately for each brand because they ship from different warehouses. For large products, such as furniture, shipping may be charged per item or box. You can find the shipping rules and prices on each brand page.

Yes. Tracking numbers are available in the Orders section of your Hertwill account and are automatically synced to your Shopify, Wix or WooCommerce store.

The most common logistics partners we use are DPD, DHL, USPS, FedEx, UPS, Omniva, PostNord and Posti — the exact carrier depends on the destination and the warehouse the order ships from.

In the EU, delivery depends on the country — some orders are delivered door-to-door by courier, others to a nearby pick-up point. If there is no pick-up point within 5 km of the customer’s address, the order is delivered to the customer’s door. Large items are always delivered door-to-door. In the US and the UK, all orders are delivered door-to-door.

You decide what your customers pay for shipping. You can pass on the full shipping cost, cover part of it, or offer free shipping — on all orders or above a certain amount.

For Shopify stores, Hertwill sets up a shipping profile for you. For WooCommerce and Wix stores, you set the shipping rates yourself. Either way, we recommend choosing a setup that makes sense for your business — free shipping, free shipping above a certain amount, or a fixed shipping fee.

Each brand ships its items separately, with a shipping charge per brand. Around 95% of orders contain products from a single brand. Consolidated shipping is on our roadmap.

Not yet.

Orders shipped from the EU to the UK are sent under DAP terms. We do not currently offer DDP shipping, so customs charges cannot be prepaid through Hertwill. If the value of a consignment exceeds £135, the customer may have to pay import VAT, customs duty and a carrier clearance fee on delivery. The £135 threshold applies to the consignment, not to each item separately.

Selected brands ship to the US from US-based warehouses — most orders are delivered in 3–8 business days. Use the "Ships to" filter in the catalogue to see what is available in the US market.

Usually the product does not ship to the country the store is being viewed from. Customers can only buy a product that ships to their country, so check where it ships to in Hertwill and that your preview country is one your customers are in. If you manage shipping rates yourself rather than letting Hertwill manage them, or the product was synced before you turned that on, Hertwill must be shipping in the profile the product is on: in Shopify go to Settings → Shipping and delivery, open the profile, click Start shipping next to Hertwill under "Not fulfilling from", and add a rate for that country.

Same cause as products showing out of stock — no shipping rate covers that product for the customer's country. Let Hertwill manage your shipping rates in your Store Settings, or make sure Hertwill is shipping in the profile the product is on: in Shopify go to Settings → Shipping and delivery, open the profile, click Start shipping next to Hertwill under 'Not fulfilling from', and add a rate for that country.

We update the fulfillment statuses, not the order statuses. This keeps things correct when an order contains both Hertwill products and products from other suppliers.

The three most common: the API key is missing read/write permissions, the API key was created under an account without sufficient rights, or the WordPress permalinks are set to "Plain" (they must use a pretty permalink structure).

Syncing can take up to a few hours, and Shopify applies its own import limits. If products are still missing after a few hours: 1. Remove the missing products from the My Products list in Hertwill. 2. Add them to your Import List again. 3. Try syncing them again, but with fewer products at a time. If you still experience issues, contact us at hello@hertwill.com.

Delete the affected products from your store, remove them from My Products, add them to the Import List again and re-sync. If the issue persists, contact us at hello@hertwill.com.

Yes. You can generate an API key in your account settings.

Currently, you need to connect a Shopify, WooCommerce or Wix store to use Hertwill, even if you use the API for product data. A standalone API is coming soon. It will let you use Hertwill with custom stores and other ecommerce platforms without connecting one of those 3 platforms.

Yes. Hertwill’s MCP server is available on npm as @hertwill/mcp.

Yes. You can manage your stores from My Stores. If your stores were created under separate logins, contact us and we can help link them after the account owners authorize it. Each store keeps its own subscription, payment card and invoices.

Yes, each store requires a separate Hertwill membership. We offer a discount for multiple stores — contact us at hello@hertwill.com.

You can start for free — but we recommend budgeting around 200–300 € for ads to get your first sales.

For experienced merchants, around 2–4 hours per week. As a beginner, expect to spend 3–6 times more. Most of the work is front-loaded and the time required decreases once your store is set up, running and you have figured everything out.

You should definitely read our Dropshipping for beginners guide. We have seen thousands of online stores launched, and the guide covers the most important lessons we have learned. You should also read our own case study on how we grew an online store from €0 to €300,000 in annual sales selling Hertwill products.

No — you cannot build a store that pretends to be a Hertwill store. You can, however, mention Hertwill as your supplier or partner.