Returns, Refunds, and Cancellations

Returns, Refunds, and Cancellations

This website is operated by Hera Fashion House Ltd.

1. PERSONALIZED PRODUCTS

Our Return Policy

We want you to be delighted with your order, and we strive for every purchase to result in a happy customer. Since everything at Hera Fashion House Ltd. is handmade, there's a slight chance for human error. Our quality control team usually catches these before your order is dispatched. However, if something does slip through, here's how you can address it:

• If a product is faulty, you can return it within 14 days. Contact our customer service team using the contact form, quoting your name and order number.
• A representative will guide you through the return process, which often starts with providing a digital image of the fault (with a clear description) via email.
• If the fault cannot be verified through email, you may need to return the item for inspection.
• A determination will then be made regarding the product's condition.
• Please do not send items back without contacting our team first.

Please note our provisions:

• Non-Faulty Goods: We cannot accept returns of non-faulty goods since the products are personalized or customized specifically for you.
• Faulty Goods: To return faulty goods, contact our Customer Service Team using the contact form. We will only acknowledge returned goods if sent using Royal Mail 'Signed For' Recorded delivery for proof of delivery. You will need to cover the delivery costs for returning products, but we may refund the postage at our discretion once the item is rechecked. If we are at fault, we will reimburse Royal Mail 'Signed For' Recorded delivery postage costs.

It is only when we receive the item in its original state that Hera Fashion House Ltd. will redo or recommend a remedy for a faulty item.

Please note: If the product is in a used condition, we cannot offer a remedy for faulty workmanship. For minor faults, we may suggest an alternative remedy.

Our Refund Policy

• Before You Receive Your Items: Things don’t always go to plan, so we wait 30 minutes after you place your order before we start making it. Within these 30 minutes, you can contact us to edit or cancel your order for a full refund.
• After Production Has Begun: Once we start production, we cannot offer a full refund. However, alternative options and partial refunds may be discussed. Contact our customer service team for assistance.
• After You Receive Your Items: If you're not satisfied with your order, let us know. As all products are personalized, they are not re-saleable. Please check text and sizes before placing your order. If you wish to raise a concern within 14 days of receiving your order, use our contact form with your order number and a short summary along with pictures.

2. NON-PERSONALIZED PRODUCTS

Our Return & Refund Policy

• You can cancel your purchase of a non-personalized product within 14 days of delivery. Return the unused product within 14 days of notifying us of the cancellation, and you must cover the return shipping costs.
• In the event of a manufacturing fault, it will be repaired or replaced free of charge. Manufacturer faults include scratches, stitching issues, and hemming issues. We will decide what falls under manufacturer faults.
• Wholesale orders are regarded as Business to Business contracts and are not covered by the Consumer Rights Act.

3. CANCELLATIONS

• Within 30 Minutes: You can cancel your order within 30 minutes for a full refund. Contact our customer service team using our contact form.
• After 30 Minutes: Once we start production, we have already invested in materials and workforce time for your order. If you wish to cancel after 30 minutes, a mandatory 20% charge will incur.