The Questions are asked frequently could be helpful before you contact with Customer Service team.
How I can make a purchase?
Please, use the product links:
1. Once you found your item, choose the size, check carefully the size chart next to the item .
2. Click on the "Add to Shopping Bag" button if you decided to have this item.
3. Review the items in your shopping bag by clicking "Shopping bag" button at the top of the page.
4. Click on "Proceed" button and then complete your details.
Do I have to create an account to place an order?
It depends on your preference. If you register with us, the process would be more efficient:
1. Track your order.
2. Review your favorite items.
3. Request a return or exchange directly from your account.
What payment methods does Herabe accept?
We accept Visa, Mastercard, American Express and Discover. PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers. You can also choose to pay with PayPal. If PayPal is your online-only payment system, we'll be able to exchange but not refund if you return items that you've bought online via PayPal to our Return Department.
First-time orders must also be sent to the cardholder's billing address. This process is not only for your security but so we can verify your details independently. To ensure that you don't experience any delays to your order, please make sure all your details are entered correctly.
What should I do if my order hasn't been delivered yet?
When We provide you with an Order Confirmation, We will provide an estimated delivery date. Please note that estimated delivery dates may vary according to the availability of Goods, your location, and circumstances beyond Our control. Unless agreed otherwise, the Goods will be delivered without undue delay and in any case no later than 14 Calendar Days after the date on which the payment is purchased.
Otherwise ,Delivery time after dispatch the order is 3 to 5 business days. On Saturdays and Sundays, parcels may be delivered to residential addresses.
Please read our Delivery Section in full.
How can I get a returns form?
You can find the return form with your received order.An easier completion, log in in your account to proceed the return.
You have 14 days to notify us about your purchased item will be returned. All items that you returned will be inspected carefully. Otherwise ,if the item is damaged, stained or worn,it will be sent back to you and we will not be able to proceed a refund.
Please, be aware that we can not accept any bodysuits if the hygiene wrapper has been removed.
Please see below details on delivery information to your order or simply click on Delivery to see in full.
How much the delivery cost and How long does it take?
For information on delivery and shipping charges to your destination, view our Delivery Section in full.
Please note that delivery is currently only possible within [the United Kingdom] OR [ Europe ]. When We provide you with an Order Confirmation, We will provide an estimated delivery date. Please note that estimated delivery dates may vary according to the availability of Goods, your location, and circumstances beyond Our control. Unless agreed otherwise, the Goods will be delivered without undue delay and in any cases no later than 14 Calendar Days after the date on which the payment is purchased.
FREE Standard delivery on orders over £200
£3.75 for orders under £200
The Goods are usually delivered within 5 working days after dispatched date,from Monday to Friday, 7.30am - 6pm. Some couriers may deliver slightly earlier or later. Once your item has dispatched, we’ll send you an email with tracking information.
Couriers we use for standard deliveries include Royal Mail, Hermes and DPD.
I have been told that my delivery is delayed.
If your order is being sent from us, you may receive notification that your order is delayed if the courier haven't collected your parcel from us within 3 days. We are also aware that our couriers are incurring slight delays due to the high volume of parcels passing through their network.
If your order arrives after the chosen delivery time scale, please get in touch with Customer Service team .
Please, see our Delivery Section in full.
Can you deliver to a different address?
Yes you can place a purchase for delivery to a different address other than your billing address
Please note that delivery is currently only possible within [the United Kingdom] OR [ Europe ].
How do I track my delivery?
Once your order has left us, we will drop an email to let you know by sending an email. After a dispatch email is sent-you can click on the link.You are able to track your order within 24 hours after as you received the dispatch email. If you are a registered customer, you can also follow your delivery by signing into your account and selecting My Account, followed by Order Status.
Why has my order been cancelled?
All orders placed are subject to security checks.Moreover the orders placed on the website need to be placed for the UK& Europe delivery address.
SHIPPING, RETURNS AND EXCHANGES
Returning Goods If You Change Your Mind click here to see more information.
Returning my purchase back
Returning an item couldn’t be easier. Try your purchases on in the comfort of your own place and if you need to send them back, you have 14 days from date when you received the items.
You may return your online order Free within the UK through Hermes drop-off point. If you wish to return Goods to Us , you have the right to cancel your contract [order] within 14 days too receipt of Goods .The easiest way to notify Us by filling out the return form with a reason why you wish to return it or to replace it to another item(s) and then to send to Us by emailing to our Customer Service.This applies to a full price item and a sale item . And then free post label will be provided and required to be attached to the parcel over the original label.Please, keep note of the tracking number stated on the return label or keep a copy of the Free Return label.
If you are customer in the EU, we will be applied the fees of standard delivery.
When will I receive my refund?
Depending on your chosen method of return, it can take up to 8 working days for us to receive, inspect and process your return. Sometimes (especially during sale or festive seasons) we get a little behind.
Please be careful when trying on your purchased goods and be aware that any returns must meet our returns policy same condition as you received them.
Return with Hermes& Royal Mail: Your refund will be processed within 5 working days (up to 8 working days during sale periods)* *Be aware it may take another 2-5 working days for the funds to appear in your account depending on your card issuer.
Which destination do HeraBe ship to?
We ship to most postal areas in the UK, and across Europe (see 'DeliverySection'), excluding BFPO addresses. Delivery to the Channel Islands, Scilly Isles and the Isle of Man may not always be possible. We also reserve the right not to deliver orders if we believe the address is not secure; for instance, to a communal postal address. If this affects your order, we will notify you as soon as possible
How should I return my items via post?
If you're based in the UK, you can return your purchase back to us using Royal Mail or Hermes.
Fill out the returns form and send it to Return Department items you want to return. There'll be a Royal Mail or Hermes label on your returns form, remove this and stick it on your parcel and take it to the nearest Post Office or Hermes drop-off point. Please allow up to 6-8 working days for your refund to be processed, then another 2-3 days for it to show in your account.
Please, keep your proof of postage until you have received your refund.
If you purchased your item (s) in the our online boutique and would like to return it to us via post, we ask that you contact our customer services team to let them know and provide them your proof of purchase and postage. Please be aware this method of return may delay your refund.
Do you offer exchange?
Please, before making a purchase, check carefully your size here to see if your size matches with ours.
We can currently exchange an item for an alternative size if it is available in the HeraBe online store. If you need another size, we’ll give you a full refund and you can place a new order.
What does my order status mean?
Order received means your order hasn't been processed yet.
Order processing means your order could be at any point between our warehouse receiving it and despatching your items. Despatched means your order has left our warehouse. You'll receive an email confirming despatch. Depending on our carrier, you may receive a separate email from us that will detail how to track your order when it has left our warehouse.
Cancelled means your order has been cancelled either by you or us.