Returns & Refunds
Hertwill is one of the very few dropshipping apps offering returns and exchanges. Thanks to careful brand vetting, return rates stay low — under 10% for shoes, under 5% for most categories, and below 1% for many.
Return policy
- Items can be returned within 30 days of the original order. For made-to-order products the return terms may differ — check the brand's page.
- 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.
Returns in the EU
To start a return, contact us at hello@hertwill.com with the order number.
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 €.
Whether you cover the return shipping cost yourself or pass it on to your customer is up to you.
Returns in the US and the UK
You arrange the return shipping — Hertwill charges no processing fees. Email us at hello@hertwill.com and we will share the warehouse return address.
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. To start a return, always contact us first at hello@hertwill.com.
