HERVIA Return Policy
To guarantee delivery in time for Christmas, please note the following dates:
UK – Order by 2pm on Monday 22nd December 2014
EU – Order by 2pm on Thursday 19th December 2014
Far East – Japan, China, South Korea – Order by 2pm GMT on Wednesday 17th December 2014
USA & Canada – Order by 2pm GMT on Wednesday 17th December 2014
Australia & New Zealand – Order by 2pm GMT Tuesday 16th December 2014.
Free Express Worldwide Shipping is currently available on all orders over £100 when using promotional code ‘SHIP100‘ at the checkout.
UK Orders
We use Royal Mail for our Standard Shipping (£3.95) service which takes 2-3 working days and will require a signature upon delivery. Order by 3pm Monday to Friday for same day dispatch. Order placed after 3pm will be dispatched the following day. Orders placed after 3pm on a Friday will be dispatched the following Monday.
Premium Next Day Shipping (£5.95) is available on all UK orders. With this DHL service you can expect a door-to-door Express Next Working Day service that is fully tracked with two text message updates to let you know when your parcel will arrive. DHL have advised a delivery estimate anytime from 08:00 to 19:00 Monday to Friday. Order by 3pm Monday to Friday for same day dispatch. Order placed after 3pm will be dispatched the following day. Orders placed after 3pm on a Friday will be dispatched the following Monday.
If you have any specific delivery requirements please make sure that you leave a note on your order and we will be more than happy to help. Please note bulky orders may be subject to an additional postage charges.
Click and Collect in Store
We are now offering you the chance to buy online and collect in our Hervia Bazaar store in Manchester. Simply select ‘Click & Collect in Store‘ from the delivery options at the checkout. Please ensure that you print out your order confirmation to bring along with you. If you make your purchase using your credit or debit card then you will also need to bring this along with you too. Orders made with Paypal will just require your order confirmation.
Please note that orders placed outside of store hours will be processed and ready for collection the following day from 12pm (Monday to Saturday). Orders placed on Saturday and Sunday will be processed and ready for collection from 12pm on Monday. Orders placed during opening hours will be processed and ready for collection after 2 hours from purchase.
Please see our store opening hours for further information.
Click & Collect in Store is only available from our Hervia Bazaar store in Manchester, and excludes both Y-3 stores in London.
All Click & Collect in Store orders requiring a refund can be done by returning to our store or sending back by post, but please note that all returns will be processed online and monies will not be exchanged in store.
Worldwide Orders
We use DHL Tracked Express for all our International orders. Cost of shipping is based upon the weight of the items you order. Delivery time estimates can be viewed in the checkout window. If you have any specific delivery requirements please make sure that you leave a note on your order and we will be more than happy to help. Please note bulky orders may be subject to an additional postage charges.
Tax Free Shopping
Take advantage of Tax Free Shopping at Hervia. We offer Worldwide Tax Free Shopping to all our customers living outside of the EEC. The 20% sales tax is automatically deducted from the price you see on the website. Please note that all payments are taken in GBP, so the currency shown can only be used as reference.
DHL Weight Categories –
European Union (Delivery Estimate 2-3 working days)
0 – 0.5 Kg: £15.00
0.5 – 1.0 Kg: £20.00
1.1 – 2.0 Kg: £25.00
2.1 – 5.0 Kg: £30.00
USA & Canada (Delivery Estimate 2-3 working days)
0 – 0.5 Kg: £35.00
0.6 – 1.0 Kg: £40.00
1.1 – 2.0 Kg: £45.00
2.1 – 5.0 Kg: £50.00
Far East & Australia (Delivery Estimate 2-5 working days)
0 – 0.5 Kg: £25.00
0.6 – 1.0 Kg: £30.00
1.1 – 2.0 Kg: £35.00
2.1 – 5.0 Kg: £40.00
Rest of the World (Delivery Estimate 2-7 working days)
0 – 0.5 Kg: £25.00
0.6 – 1.0 Kg: £30.00
1.1 – 2.0 Kg: £35.00
2.1 – 5.0 Kg: £40.00
Returns
Christmas Delivery & Returns
We have extended our Gift returns period for Christmas. Gift returns must follow the normal returns procedure below and make note in both the email and returns slip that it is a gift return. Gift returns will be accepted up until Friday 2nd January 2015. After this time our normal returns policy applies. Gift returns outside of the EU are only eligible for either an exchange or e-wallet credit.
You must notify us prior to returning your goods. Please e-mail customerservices@hervia.com stating the following;
Order Number:
Name:
Contact:
Item Returning:
Reason for return:
Wether you require an exchange, credit note or refund:
Please then complete the returns slip provided with your order invoice and enclose this securely in your returns package. Customers outside of the UK please declare your parcel as a ‘return’ to avoid any customs charges. Any charges incurred by customs will be deducted from the total amount refunded.
All EU customers have 14 calendar days from receipt of goods to decide whether they would like to keep the goods purchased. Should you then wish to return any item(s), you must firstly email us with the requirements mentioned above. Upon notifying us of your return, any items must be returned at your expense via a recorded, express courier service or in person at our Hervia Bazaar store. Hervia can take no responsibility for returned items until signed for by Hervia Bazaar Limited. Please note all returns must be made via the Hervia.com website or our Hervia Bazaar store in Manchester. We cannot accept any returns via our Y-3 Stores in London. Ensure that all returned goods are complete with original tags and packaging, are unworn and not damaged, marked or used in any way. Items that are returned without tags, and/or are damaged in anyway will be refused and sent back at your expense.
Once your return has been received it will be processed and refunded within 7 days.
If you are a Non-EU resident you may return any unwanted products within 14 calendar days of receipt providing it is in its original condition and packaging. You may return your goods for exchange or receive funds to your E-Wallet account. The E-Wallet will credit the amount owed and remain in your Hervia account for a maximum of six months until you wish to place a new order. You can access your E-Wallet in the ‘My Account’ section of the website.
If you are exchanging an item we will contact you to confirm the re-dispatch charge.
It can take 7 days to process your return, within those 7 days you should receive a notification e-mail to update you about your return. If you have any further questions please e-mail customerservices@hervia.com.
Please note failure to complete the returns slip provided will result in the delay of your refund/exchange.
We are unable accept returns on earrings, swimwear, perfume or underwear due to hygiene reasons. This does not effect your statutory rights.
All items must be returned with original tags and the Hervia swing tag attached.
If you have any further questions please e-mail customerservices@hervia.com.
How long will it take for my item to be delivered after it has been dispatched?
UK – Selecting Premium Next Day you will receive your order the Next Working Day. Selecting UK Standard you will receive your order in 2-3 working days. Please note all orders must be signed for at the delivery address.
All UK orders are shipped by DHL Express Tracked (Delivery between 8am and 7pm) and Royal Mail 48.
We aim to dispatch all orders the next working day however this may vary at busy times of the year (Christmas and Holidays).
Gift Vouchers, Credit Notes and E-Wallets
Please note that all Gift Vouchers, Credit Notes and E-Wallets are only valid for a set period.
All Credit Notes are valid for 6 months from date of issue.
All Gift Vouchers are valid for 12 months from date of issue.
All E-Wallets are valid for 6 months from date of issue.
Any Gift Vouchers, Credit Notes or E-Wallets outside of this period will not be accepted.
Office Opening Hours
09:30 – 18:00 GMT Monday to Friday. Our offices are closed over the weekend.
We aim to respond to all customer queries within 24 hours.
Telephone – Customer Services: +44 161 835 22 88
Email – customerservices@hervia.com
Fragrances
Please note, at present we are unable to send fragrances outside of the UK, this is due to courier restrictions.
Online Chat Support
You can now speak with a customer services advisor directly through the Hervia website. Click on the live chat icon at the top right of the homepage whilst online. Online Chat operating times 09:30 – 18:00 GMT Monday to Friday.
For more information visit HERVIA
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