At Hertwill, we understand that returns are a natural part of e-commerce. Fortunately, our products boast exceptionally low return rates. For instance, our shoes, the category with the highest return and exchange rate, are still well below industry standards at around 10%. All our other product categories have less than a 5% return rate, with most under 1%. Despite these low rates, we are fully prepared to handle returns and exchanges with ease.
Return Policy
You can return items to us under the following conditions:
- The product must be returned within 30 days of the original order date.
- The product should be unused, undamaged, and include all original labels.
- Personalized items, as well as underwear and socks, cannot be returned.
How to Initiate a Return or Exchange
We are currently in the process of creating a dedicated returns portal. In the meantime, please contact us for returns or exchanges using the methods below, and we will provide you with a return shipping label to forward to your customer.
- Email: hello@hertwill.com
When contacting us, please provide:
- Your order number.
- Indicate if the item is for a return or an exchange.
Processing Returns and Exchanges
Upon receipt of the returned item at our or our partner’s warehouse, and confirmation that it meets the return conditions, we will either dispatch the replacement item or process a refund to the merchant. Refunds typically take 3-7 workdays to process.
Shipping Fees for Returns & Exchanges
Please note that returns and exchanges incur a shipping fee equal to our standard shipping rates*, which can be found here. It is at the merchant’s discretion to decide whether to pass these costs onto the customer. Notably, while most merchants absorb these costs, some larger retailers are exploring charging customers for return and exchange shipping.
*The return shipping cost from Greece is higher and will depend on the specific item being returned.