Shipping & Fulfillment

Hertwill offers top-quality dropshipping products with automated order fulfillment. It's available for online stores selling to the EU, US, and UK—with more countries coming later this year.

Shipping Rates

Notes:

• If there are no pickup points within 5 km, the order will be delivered to the customer’s address.
• Prices are charged in euros. USD and GBP amounts are approximate and for reference only.
• All prices exclude VAT. Outside the EU: 0% VAT will be applied. Inside the EU: 0% VAT applies if a valid EU VAT number is added in Hertwill.

How fast are orders processed?

Orders placed before 23:59 (GMT+2) are processed and 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. You can track order statuses on the Orders page in your Hertwill account.

What are the estimated delivery times for orders?

• EU: Most orders are delivered within 3-8 business days from our European warehouses.
• US: Most orders arrive in 5–12 business days. Some items, including made-to-order products, may take up to 3–4 weeks. Express shipping with DHL and FedEx is coming soon.
• UK: Deliveries typically take 4–10 business days.

Frequently Asked Questions

Does Hertwill accept returns and exchanges?

Yes. Hertwill is one of the few dropshipping apps that accepts returns and exchanges. You can find our return policy here.

Keep in mind, we take pride in the quality of our products—which means far fewer returns than typical dropshipping goods. For example, our bags have a return rate of around 1%.

Does Hertwill set up shipping for my store?

No, the Hertwill app doesn’t configure shipping settings inside your store. Merchants are free to charge whatever they want for shipping.

The most common setup is the default one—asking for the customer’s shipping address at checkout. This address is synced to Hertwill and used for deliveries. If door-to-door shipping is available, that’s what will be used. If not, the package will go to the nearest pickup point.

As for the shipping rates shown in your store, it’s up to you to set them and decide what makes business sense.

If a customer buys something from my store, how do they know how much they will pay for delivery?

You decide what your customers pay for delivery in your store. Some merchants pass on the full shipping cost, others cover part of it, or offer free delivery—either on all orders or above a certain amount. It’s up to you.

To see how much Hertwill charges you for shipping and order fulfillment, check the Shipping Rates table above.

Where can I find the tracking numbers?

All EU orders and some US and UK orders come with tracking numbers, which you can find under Orders in your Hertwill account to monitor the shipment’s progress.

• For Shopify stores, the tracking number is shared with your customers unless you turn off this setting in your store admin.

• For WooCommerce stores, the tracking number appears when you open the order details in your store admin. You can adjust your store settings to share it with customers automatically.

We're still testing different shipping options, so we can't yet guarantee tracking for all US and UK shipments like we do in the EU. But the goal is to make tracking available for all orders.

Do you deliver door-to-door or to pickup points?

Orders are delivered either door-to-door or to pickup points, depending on the destination. We're working on giving merchants the option to choose, but here's how it works right now:

Here’s how it currently works:

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

We know it’s not a perfect system yet, but we’re actively working on improving it.

Which logistics company is used to deliver the packages?

Orders are delivered by DPD, DHL, USPS, FedEx, UPS, Omniva, PostNord, or Posti, depending on the destination and warehouse location.

What happens if a customer orders from two different brands?

If a customer orders products from different brands, we treat each brand’s items as separate shipments. This means shipping charges apply for each brand in the order.

Examples:

1. If a customer orders three pairs of TOKU slippers, they’ll be shipped together, and you’ll be charged for one shipment.

2. If a customer orders one pair of TOKU slippers and one Nordhale laptop bag, they’ll be shipped separately, and you’ll be charged for two shipments.

We know it’s more convenient to get everything in one package, and we’re working on offering consolidated shipping later this year. Also, keep in mind that about 95% of orders are from a single brand and come with a single shipping cost—so this isn’t something that should keep you up at night.

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 the USA and the UK?

Most products on Hertwill can be sold to the US and UK. Use the "Ships to" filter in the product catalog to see what’s available for those markets.

Have questions? Check out our dedicated FAQ page or reach out via chat or email at hello@hertwill.com.