Shipping & Fulfillment

Hertwill offers top-quality dropshipping products with complete order fulfillment, so you don’t need a warehouse. We handle all logistics, including warehousing and delivery, letting you focus on growing your business. Hertwill is available for online stores selling to the EU, US, and UK, with Norway and Switzerland planned for launch later this year. 

Shipping Rates

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

All prices are exclusive of VAT.

Orders placed before 23:59 (GMT+3) are shipped the next business day, except for made-to-order items from Aipi, Hopera, Noel, Stella Soomlais, Adensen beds, MeowBaby sofas and slides Sowka sleeping bags and pillows.

All orders come with tracking numbers and you can find them under Orders in your Hertwill account.

What are the estimated delivery times for orders?

Delivery times depend on the destination and product:

• EU: Most orders are delivered within 3-8 working days from our European warehouses.

• US and UK: Orders typically arrive in the US within 1-2 weeks, but please allow up to 4 weeks in some cases, as all items are shipped from Europe. We will soon offer express shipping options with DHL and FedEx. Deliveries to the UK usually take 4-10 working days. 

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.

Where can I find the tracking numbers?

All orders come with tracking numbers and you can find them under Orders in your Hertwill account. 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.

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:

• All orders are shipped door-to-door in Belgium, Germany, Luxembourg, the Netherlands, Slovenia, the US, and the UK.
• Pickup Points: All other countries. If an item is too large for a pickup point or no pickup point is available within a 5 km radius, door-to-door delivery will be used instead.
• If there are no pickup points within a 5 km radius, the order will be delivered door-to-door.

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

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, PostNord or Posti.

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 Shipping Rates table above.

How to set shipping rates in my Shopify store?

• Free shipping option: Free shipping tends to drive more sales. You may want to include the shipping cost into your retail price. You can also create a custom shipping profile with some products on which you want to offer free shipping.
• Flat rate shipping: Charge one set fee for all orders or according to the shipping zone in your Shopify store. Learn how to set it up here.
• Product group rates: Set specific shipping rates for certain product groups on Shopify, based on brand. Create a custom shipping profile and assign certain products to that profile.

Which brands are available for to the USA and the UK?

Information coming soon.

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.

What is Hertwill's return policy?

We happily accept returns, and customers can return their items directly to us. However, please note that 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.

• The product is not personalized.

We take pride in the high quality of our products, which results in much fewer returns than typical dropshipping goods. For instance, our bags only have a return rate of about 1%. However, in case of a return, , please contact us via email at hello@hertwill.com, and we will provide you with a return shipping label. You can find more information about returns, exchanges and refunds in our dedicated page. 

UK & US Returns and Exchanges: The merchant is responsible for returning the item to the address provided by Hertwill.

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 you do if you have a problem with an order?

Please reach out to us at hello@hertwill.com and describe the issue in detail.