return & exchange terms
Return and Exchange
- If you got your order and unfortunately it is not as you wish! It is not a problem Shoppers have 7 days within receiving an order to return an item for exchange or refund. And you need to inform us within two calendar day (48 hours) of receiving your order.
- Requests can be made in one of the following ways:
- Email us on [email protected]
- Log in to your account, the go to “My Account”, then click on “Shipment Returns” on your dashboard
- Also kindly note as a general rule, returns are only accepted if the garment has returned unworn, unwashed, undamaged and unused with the original tags attached.
- PLEASE NOTE HOWEVER THAT REFUNDS AND EXCHANGE ARE ALLOWED IF ITEM/S ARE DEFECTIVE OR NOT AS DESCRIBED, BUT IF YOU WANT TO REFUND OR EXCHANGE ANYWAY WITHOUT PREVIOUS REASONS THAT WILL BE TOTALLY OK BUT YOU NEED TO PAY THE COURIER SERVICES CHARGES.
- Returns outside the return period will be subject to approval by the Seller and Hera Closet, regardless if the item is still sealed or not.
- Custom made and personalized items cannot be returned or exchanged after purchase. Please remember that because of their handmade/ artisan nature, some items may vary slightly from the images shown on the website.
- In the unlikely circumstance that a product you have purchased is not available or out of stock, a refund or shop credit to the same value will be offered to you.
- Refunds will be done only through a credit note with Heracloset.com
- Shoppers can cancel their orders within 1 hour of purchase and refunds will be made back to the original mode of payment. Please allow for up to 5-7days for the refund transfer to be completed and note that amount refunded will be net of bank processing charges.
- After 1 hour of placing an order, Shoppers can only cancel the order before the Seller start processing their orders, which will be confirmed by email. Hera Closet will assess cancellation post-processing time and will inform the Shopper about their decision regarding their request.
- Cancellations for bespoke orders are not possible during the processing time and any cancellation will incur the full cost.
- Refunds agreed by designers will be done only through a credit note with Heracloset.com