How do I book a return?
1. CHECK OUR RETURN CONDITIONS
Before booking your return online, check that your item(s) meet our return conditions below:
- Item(s) were purchased within the last 30 days and proof of purchase can be provided
- Item(s) must be unused, unwashed, or otherwise undamaged
- Item(s) are in original, undamaged packaging (shoes in original shoebox, apparel with original hang tags attached)
2. PACKAGE YOUR RETURN
Place your return into a satchel or box so that the product arrives protected and undamaged.
Do not use the original packaging as an external postage box. Any orders returned in a taped-up or damaged mailer, or with the label stuck to the product, will be rejected and returned to sender.
3. BOOK YOUR RETURN
Once packaged safely, click HERE to book your return. Follow the prompts to pay for and print a return shipping label. Attach the label to your parcel and drop it off at your nearest Post Office.
- Return shipping costs: A flat, $10 fee for a prepaid shipping label is payable by the customer during the Returns Portal process.
- Entering your order number: Your order number will start with HERAU. Do not include the # or any other symbols.
- Don't have a printer at home? Your returns label includes a QR code which can be scanned and printed at the Post Office.
- Tracking your return: A returns tracking link will be emailed to you when you finalise your return.
Once your return arrives back with us, please allow 2-3 business days for this to be processed. You'll then be refunded via your original payment method and notified via email - please allow up to 5 business days for the funds to reflect in your account.
Please note: any shipping fees applied to original online orders will not be included in your refund, even if the whole order is returned.READ FULL ARTICLE
How much does it cost to return an item?
Return shipping costs are payable by the customer.
When booking an online return you will be prompted to pay a flat, $10 fee for a prepaid shipping label. After you've completed the return booking process, you'll receive an email containing your prepaid label to print and secure to your return parcel.
Click here for more information on booking an online return.READ FULL ARTICLE
Can I exchange my online purchase?
Unfortunately, we don't offer online exchanges.
Feel free to send your order back for a refund, via our returns portal. If you wish to get a different style or size, this will just need to be re-purchased online at your convenience.READ FULL ARTICLE
Can I return a sale item?
We will gladly accept returns of sale items, provided they meet the return conditions stated in our returns policy.
Click here for information on how to book your online return.READ FULL ARTICLE
How will I receive my refund?
You will be refunded via your original payment method within 2-5 business days* of your return being processed.
Please note: any shipping fees applied to original online orders will not be included in your refund, even if the whole order is returned.
Debit or credit card
Your refund will be processed onto the card that you originally used to pay for the order. The refund will reflect in your account within 2-5 business days of your return being processed.
We will initiate your refund, and PayPal will be in touch once they have finalised your refund. For more information on PayPal refunds, click here.
When your refund is processed, Afterpay will send you an email and make the necessary adjustments to your payment schedule. For a comprehensive breakdown of refunds with Afterpay, click here.
*Please allow an additional 1-2 business days for refund processing over sales periods and public holidays.
How do I find my order number?
Your order number will be in the subject line of your confirmation email and will begin with #HERAU.
When entering your order number into our returns portal, make sure to leave out the #, or your order number will not be recognised!
If you require further assistance, please get in touch with our Herschel Experts below.READ FULL ARTICLE
Can I cancel my online return?
Yes you can! If you have organised a returns label through the online portal but you have changed your mind, we can have this cancelled and refunded for you.
To organise this, please get in contact with our Herschel Experts below.READ FULL ARTICLE
Can I return my item to your warehouse in-person?
We are unable to accept returns at our warehouse or head office due to OH&S restrictions.
Please follow our approved return procedures to ensure your return is processed correctly.READ FULL ARTICLE
I believe my item is faulty?
We’re sorry to hear your Herschel item may have a manufacturing fault! We recommend the following to have your item assessed:
I purchased the item from herschel.com.au
Please submit your item for assessment via our Returns Portal here and choose ‘Faulty’ as your return reason. Your order number will begin with HERAU, do not include the hashtag. You will be prompted to provide images of the item, clearly showing the fault and product from all angles. If your item is deemed faulty, you'll be issued a full refund. Please note, we cannot facilitate exchanges online.
I purchased the item from another retailer/stockist (not directly from herschel.com.au)
For the quickest resolution, we recommend returning your item to the original 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. To initiate an assessment of this nature, please get in touch with our Herschel Experts below. READ FULL ARTICLE