Return Policy
Hertaille · Customer Care
Returns, made simple.
We want every Hertaille piece to feel right for you. If something is not quite right, please review the policy below and contact our Customer Care team before returning your item.
14-Day Returns
Contact us within 14 days of receiving an eligible item.
Original Condition
Items must be unworn, unwashed and returned with original tags.
Return Shipping
Non-quality related return shipping is the customer's responsibility.
Refund Method
Approved refunds are returned to the original payment method.
Please contact us before sending any item back.
Returns sent without prior authorization may not be accepted. Our Customer Care team will confirm eligibility and provide the appropriate return instructions and address.
Return Policy
What you need to know.
Return Window
If you wish to return an eligible item, please contact Hertaille Customer Care within 14 days of receiving your order.
Requests made after the return period may not be eligible for a standard return.
Return Eligibility
To qualify for a return, items must:
- Be unworn and unused.
- Be unwashed and free from alterations.
- Have all original labels and tags attached.
- Be returned in their original condition.
- Show no signs of perfume, makeup, deodorant, stains, damage or wear.
Return Shipping
For returns that are not caused by an approved product quality issue or fulfilment error, return shipping costs are the responsibility of the customer.
We recommend using a tracked shipping service. Hertaille cannot be responsible for return parcels lost before they reach the designated return location.
Customized Items
Customized, made-to-measure or specially altered products are prepared according to the customer's requested measurements or specifications.
These products may not qualify for standard returns for reasons unrelated to product quality. If you experience an issue with a customized item, please contact Customer Care so our team can review the case.
Damaged, Defective or Incorrect Items
If you believe your item arrived damaged, defective, or different from the item ordered, please contact us as soon as possible after delivery.
Please include your order number and clear photos showing the issue. Our team will review the case and provide an appropriate solution.
Refunds
Once an approved return is received and inspected, we will confirm whether the refund has been approved.
Approved refunds are generally issued to the original payment method. Your bank or payment provider may require additional time to display the funds in your account.
How to Return
Three simple steps.
Contact Us
Email or message our Customer Care team with your order number, the item you wish to return and the reason for your request.
Receive Instructions
Once your request is reviewed, our team will provide return instructions and the appropriate return address.
Send Your Return
Package the item securely and use a trackable shipping method. Keep your shipping receipt and tracking number until the return has been completed.
Order Cancellation
Changed your mind?
Because many Hertaille pieces enter preparation shortly after an order is confirmed, cancellation amounts depend on when the request is received.
Return Help
Frequently Asked Questions
Do I need to contact Hertaille before returning an item?
Yes. Please contact Customer Care before sending any item back so we can confirm return eligibility and provide the correct return instructions and address.
Who pays the return shipping fee?
For returns unrelated to an approved quality issue or fulfilment error, return shipping costs are generally the responsibility of the customer.
Can I return an item because the size does not fit?
Eligible standard-size products may be returned within the applicable return window if they remain unworn, unwashed and in their original condition with all tags attached.
Can I return a customized or made-to-measure item?
Customized or made-to-measure items may not qualify for standard returns for non-quality reasons because they are prepared according to individual measurements or specifications. Please contact Customer Care if there is a product issue.
How will I receive my refund?
Approved refunds are generally issued to the original payment method used for the order. The time required for the refund to appear depends on your bank or payment provider.
What should I do if I received the wrong or damaged item?
Please contact us promptly with your order number and clear photos of the item and issue. Our Customer Care team will review the information and provide the appropriate next steps.
Hertaille Customer Care
Need help with a return?
Contact our team before sending your item back. Please include your order number and a short description of your return request so we can assist you efficiently.