Returns & Refunds
Hertwill is one of the few dropshipping apps that accepts returns. For most orders, you can now create a return label directly in the Orders view. If you can’t create a label there, email hello@hertwill.com.
Return policy
- Items can be returned within 30 days of 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.
- Returned items must be unused and undamaged, with the original labels intact.
- Personalized items, underwear and socks cannot be returned.
The following brands do not accept returns (as of September 5, 2025): Lorena Canals, Trixie Baby, Woopie, Let's Go Green, Vega Toys, Little Tikes, Smoby, Family-SCL, Feber. If you sell products from these brands and your customer wants to return an item, you are responsible for accepting and handling the return yourself.
How to start a return
Open the order in the Orders view and click Create return label. For most orders, you can create and download the label there. If you can’t, including when production time takes a made-to-order return beyond the standard 30-day window, email hello@hertwill.com.
Return shipping costs are the same as the initial shipping cost. For example, if it cost 8 € to ship the order, the return shipping cost is also 8 €.
The exception is Minicamp, Noordi and Tutis products, which ship for 0.99 €. Returns for these brands cost a fixed amount for all items: 8.19 € for Minicamp, and 19.99 € for Noordi and Tutis.
You can also always arrange the return yourself. Email hello@hertwill.com and we'll give you the warehouse address to send it to.
Whether you cover the return shipping cost yourself or pass it on to your customer is up to you.
Refunds and exchanges
Refunds are processed within 3–7 business days.
Exchanges are handled as a return plus a new order, so everything stays visible on the Orders page of your Hertwill account.
What return address should I use?
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. For most orders, the return label created from the Orders view contains the correct return address. If you can’t create a label there, email hello@hertwill.com.