At Hertwill, we know returns are part of the game. Luckily, our return rates are remarkably low. Even shoes—our most returned category—come in under 10%, which is still below industry standards. Most other categories are under 5%, and many are below 1%. But yes, returns are accepted.

Return Policy

You can return items to us under the following conditions:

• The product is returned within 30 days of the original order date (except for made-to-order items, which may have longer return periods)

• The product should be unused, undamaged, and include all original labels.

• Personalized items, as well as underwear and socks, cannot be returned.

Returns in the EU

Email us at hello@hertwill.com and we’ll send you a return shipping label to forward to your customer. When contacting us, include your order number and let us know which item is being returned.

Return shipping fees in the EU

Returns and exchanges incur a shipping fee equal to our standard shipping rates — see rates here.

It’s up to you whether to pass this cost on to the customer. Most stores cover it, but some large retailers (Zara, H&M) have started charging customers for returns.

Note: Return shipping from Greece and Cyprus may be higher, depending on the item.

Returns in the US and UK

Email us at hello@hertwill.com. When contacting us, include your order number and let us know which item is being returned. We’ll send you the correct warehouse return address.

In the US and UK, merchants are responsible for shipping the item back. We know it’s far from perfect—and that’s only a small consolation—but we’re still one of the few dropshipping platforms that actually accepts returns. A better return process is coming soon.

Return shipping fees in the US and UK

Since the merchant is responsible for returning the item, Hertwill doesn’t charge any return processing fees.

Processing Returns

Once the item reaches our or our partner’s warehouse and meets return conditions, we’ll refund the store. Refunds usually take 3–7 business days.

Processing Exchanges

We treat exchanges as returns. If a customer wants a different item or size, just return the original and place a new order. This keeps everything visible in your store’s dashboard and easier to track.

If you have any questions about returns or exchanges, feel free to reach out via chat or email us at hello@hertwill.com.