Returns & Faulty Items

We offer convenient, 30 day returns, on all online purchases.

RETURNS POLICY
If you change your mind, you can return any unwanted products, including sale items, provided the following conditions are met.

PURCHASE DATE
Items must have been purchased within the last 30 days, with proof of purchase available.

ITEM CONDITION
Items must be unused, unwashed, and undamaged.

PACKAGING
Items must be returned in their original, intact packaging.

RETURNING A PURCHASE MADE ONLINE
For postal returns, head to our Online Returns Portal, and follow the prompts to purchase and print your $10 return shipping label.

Take care to package your return, and then post your item at the Post Office.
Noting that if your shoebox is taped or has postal stickers attached, we cannot accept your return.

Once we receive your return, a refund will be issued within 5 business days to your original payment method, along with an email confirmation. We are unable to facilitate exchanges on items returned via the post.

Your proof of purchase is both emailed to you, and stored safely in your account.

FOR PURCHASES MADE ONLINE
Your Online Order Confirmation email serves as both your proof of purchase, and as a Tax Invoice.

If you are unable to locate your Online Order Confirmation, your purchase history can be accessed by logging in to your online Account. If you checked out as a guest you can retrospectively create an account with the email addressed used, and your purchase history will be visible to you there.

In some instances, it is possible to return an item that was gifted to you.

You are welcome to return a gift, provided proof of purchase can be supplied, and any items being returned meet our Returns Policy.

RETURNING ITEMS PURCHASED ONLINE
It is important to note that a refund is automatically issued to the original payment method used. As this is an automatic process, it is not possible to change the account the refund will be deposited to.

We offer a seamless returns process supported by Australia Post.

FIRST, CHECK OUR RETURN CONDITIONS
You can return any product, including sale items, purchased online, provided all the following conditions are met.

PURCHASE DATE
Items must have been purchased within the last 30 days, with proof of purchase available.

ITEM CONDITION
Items must be unused, unwashed, and undamaged.

PACKAGING
Items must be returned in their original, intact packaging.

BOOK YOUR POSTAL RETURN
Then head to our Online Returns Portal to initiate a return. Take care when entering your order number and email address as both fields are case sensitive - order number can be found on your order confirmation. 

Provide a reason for the return, and purchase and print your $10 return shipping label. If you don't have access to a printer our returns label includes a QR code which can be scanned and printed at the Post Office for convenience.

PACK AND SEND YOUR RETURN
Take care to ensure all items being returned, and their packaging, arrive undamaged. 

Once packed in to a suitable mailer, affix the return label to the parcel, and drop it off at an Australia Post Office, being sure to obtain a lodgment receipt.

A returns tracking link will be emailed to you once your return is on its way to us.

CANCEL YOUR POSTAL RETURN
If you've arranged a returns label but have had a change of heart, we can cancel it and issue a refund for the label at your request.

Successful returns are refunded to your original payment method, once accepted by our warehouse.

TRACKING YOUR RETURN
A returns tracking link will be emailed to you once your return is on its way to us. You can also use the tracking link available on the Australia Post website to view the status of your return at any time.

PROCESSING AND REFUNDING YOUR RETURN
When we receive your return our Team will carefully unpack, inspect, and warehouse, all items.

Once the return is accepted, a refund will be issued within 5 business days to your original payment method, and you will receive confirmation of this via email.

Any initial or return shipping fees are non-refundable in the event you choose to return all or part of your order.

Our returns portal is case and character sensitive.

COMMON REASONS
We have strong data validation within our Online Returns Portal to prevent any errors during the processing of your return and refund. If your order isn't recognised, we recommend checking:

ORDER NUMBER
Must be entered without any character prefixes, such as hashes or dashes.

EMAIL ADDRESS
Take note of any capitalisation in the email address listed on your Order Confirmations, some devices will capitalise names when checking out. If this has occurred, your email address needs to be inputted in the returns portal, exactly as it was at checkout.

PURCHASE DATE
Orders being returned must have been purchased within the last 30 days.

We stand behind the quality of our bags, luggage and accessories. If an item you've had for a while develops an issue, we can review it.

Herschel Warranties
All Herschel Supply products are protected by one of two warranties:

Our 5 Year Limited Warranty
Covers apparel products, as well as our Trade, Outfitter, and Highland luggage lines. The 5 year warranty period commences on the date of purchase from an authorised Herschel Supply retailer.

Our Life Time Warranty
Covers all other Herschel products, including wallets, backpacks, luggage and travel accessories

Herschel Supply warranties do not cover misuse, neglect, accidents, abrasion, solvents, cleaning liquids, damage during transport, or any modification to a Herschel Supply item.

General wear and tear, including but not limited to the breakdown of colours and materials over time, is not considered a material or manufacturing defect and is therefore not covered by our warranties.

If a product was damaged during flight, transport or by any carrier, you must immediately report it directly to the transport operator or carrier, as this damage is not covered by Herschel Supply.

We also cannot be held responsible for loss, damage or cost resulting from the use or loss of our products.

Submitting a Warranty claim

Please be aware, all warranties provided by Herschel Supply, are valid for the original purchaser only, and proof of purchase is required when submitting a warranty claim.

For items purchased online from herschel.com.au
Please submit your item for assessment via our Online Returns Portal, selecting “faulty” as your return reason. You will be prompted to provide images of the item clearly showing the issue.

A faulty assessment is completed within 5 business days, with next steps communicated via email.

If the Online Returns Portal no longer recognises your order, please submit an email enquiry with "faulty product" as the request type, and our Team will do their best to assist you there.

For items purchased from another Australian retailer or stockist
Authorised Herschel Supply stockists are responsible for resolving issues with the products they sell. For the quickest resolution, we recommend returning your item to the retailer, for a faulty claim and assessment, as your details and payment history will sit safely within their system.

If you cannot return your item to the original retailer, Herschel Australia can assess your item, and where a fault is deemed present, offer a resolution.

Please submit an email enquiry with "faulty product" as the request type, and our Team will do their best to assist you there.

For items purchased internationally
If you cannot return your item to the original retailer, Herschel Australia can assess your item, and where a fault is deemed present, offer a resolution.

Please submit an email enquiry with "faulty product" as the request type, and our Team will do their best to assist you there.