FREQUENTLY ASKED QUESTIONS
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Do Herschel products come with a warranty?
What is your warranty policy?
We stand behind the quality of our products and offer the following warranties for purchases made via Herschel.nz/.
- A Limited Lifetime Warranty of 5 years for our luggage and apparel
- A Life Time Warranty for all other Herschel products including wallets, travel accessories and headwear
What is covered under warranty?
Herschel Supply warranties do not cover misuse, neglect, accidents, abrasion, solvents, cleaning liquids, damage during transport, or any modification to a Herschel Supply item. 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. General wear and tear, including but not limited to the breakdown of colors and materials over time, is not considered a material or manufacturing defect and is therefore not covered by our warranties.
What do I need to provide when filing my warranty claim?
Warranty claims must be accompanied by the following:
- An acceptable proof of purchase from Herschel New Zealand (e.g. email order confirmation, order number (#HERNZ...) or bank statement)
- Photographs of the defect, the front and back of the product and the striped inside lining
I purchased the item from another retailer/stockist (not directly from Herschel.nz)
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 NZ can assess your item, and where a fault is deemed present, offer a resolution.
Submit your item for assessment
Please submit your item for assessment via our Returns Portal here and choose ‘Faulty’ as your return reason. Our Herschel Experts will inspect your photos and let you know if the defect falls within our warranty policy. Once you have completed the warranty process, we will issue you a full refund for the price paid.
Due to seasonality of stock we cannot guarantee that customers will be able to purchase the same item that is the subject of their warranty claim.
When will I hear back about my claim?
All warranty claims are dealt with as promptly as possible, with most claims completed within 5 business days. However, during peak retail seasons, warranty claims may take an additional 4 to 5 business days. We thank you for your patience.
Read full article
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How long does delivery take?
Just placed an order? All orders are shipped using Express delivery!
Please Note - your order can take 1-3 business days to be dispatched by our team, before delivery times begin.
LOCATION
DELIVERY TIME
New Zealand Metropolitan
2-9 Business Days
New Zealand Rural
6-11 Business Days
* Delivery timeframes are estimates only, and may vary with peak sale periods, possible courier delivery issues, and other influences beyond the control of Herschel.
Important to note: To ensure you have access to our full range of stock, orders are shipped using Express Postage from our warehouse in Australia. We ask that you allow up to 9 business days for delivery to metropolitan NZ, and up to 11 business days for delivery to rural NZ.
Read full article
-
How can I track my order?
Once your order has left our warehouse, you'll receive an email from our courier with a tracking number and a link to track its delivery. Your tracking number will become active once the driver has picked up and scanned your parcel.
Alternatively, enter your tracking number on the NZ Post website here for delivery updates.
See our Delivery Timeframes to estimate the arrival of your order.
Read full article
-
How do I book a return?
1. Ensure return conditions are met
Before booking your return online, check that your item meets our returns 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 packaging with original hang tags attached
If you believe your item may be faulty, please view this article.
2. Package your return
Place the return into a satchel or box so that the product arrives protected and undamaged. Alternatively, the original mailer or a reusable shopping bag can be turned inside out.
3. Book your return
Once packaged safely, click here to book your return. Follow the prompts to pay for and print a returns shipping label. Then 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 #HERNZ. Do not include the # or any other symbols.
What's next?
Please allow time for your return to reach our warehouse. Once received, we'll process the return within 2-3 business days and notify you via email regarding your refund. Refunds will be automatically issued via your original payment method. Please allow up to 5 business days for funds to reflect in your account.
Read full article
What is your warranty policy?
We stand behind the quality of our products and offer the following warranties for purchases made via Herschel.nz/.
- A Limited Lifetime Warranty of 5 years for our luggage and apparel
- A Life Time Warranty for all other Herschel products including wallets, travel accessories and headwear
What is covered under warranty?
Herschel Supply warranties do not cover misuse, neglect, accidents, abrasion, solvents, cleaning liquids, damage during transport, or any modification to a Herschel Supply item. 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. General wear and tear, including but not limited to the breakdown of colors and materials over time, is not considered a material or manufacturing defect and is therefore not covered by our warranties.
What do I need to provide when filing my warranty claim?
Warranty claims must be accompanied by the following:
- An acceptable proof of purchase from Herschel New Zealand (e.g. email order confirmation, order number (#HERNZ...) or bank statement)
- Photographs of the defect, the front and back of the product and the striped inside lining
I purchased the item from another retailer/stockist (not directly from Herschel.nz)
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 NZ can assess your item, and where a fault is deemed present, offer a resolution.
Submit your item for assessment
Please submit your item for assessment via our Returns Portal here and choose ‘Faulty’ as your return reason. Our Herschel Experts will inspect your photos and let you know if the defect falls within our warranty policy. Once you have completed the warranty process, we will issue you a full refund for the price paid.
Due to seasonality of stock we cannot guarantee that customers will be able to purchase the same item that is the subject of their warranty claim.
When will I hear back about my claim?
All warranty claims are dealt with as promptly as possible, with most claims completed within 5 business days. However, during peak retail seasons, warranty claims may take an additional 4 to 5 business days. We thank you for your patience.
Read full article
Just placed an order? All orders are shipped using Express delivery!
Please Note - your order can take 1-3 business days to be dispatched by our team, before delivery times begin.
| LOCATION | DELIVERY TIME |
| New Zealand Metropolitan | 2-9 Business Days |
| New Zealand Rural | 6-11 Business Days |
* Delivery timeframes are estimates only, and may vary with peak sale periods, possible courier delivery issues, and other influences beyond the control of Herschel.
Important to note: To ensure you have access to our full range of stock, orders are shipped using Express Postage from our warehouse in Australia. We ask that you allow up to 9 business days for delivery to metropolitan NZ, and up to 11 business days for delivery to rural NZ.
Read full article
Once your order has left our warehouse, you'll receive an email from our courier with a tracking number and a link to track its delivery. Your tracking number will become active once the driver has picked up and scanned your parcel.
Alternatively, enter your tracking number on the NZ Post website here for delivery updates.
See our Delivery Timeframes to estimate the arrival of your order.
1. Ensure return conditions are met
Before booking your return online, check that your item meets our returns 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 packaging with original hang tags attached
If you believe your item may be faulty, please view this article.
2. Package your return
Place the return into a satchel or box so that the product arrives protected and undamaged. Alternatively, the original mailer or a reusable shopping bag can be turned inside out.
3. Book your return
Once packaged safely, click here to book your return. Follow the prompts to pay for and print a returns shipping label. Then 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 #HERNZ. Do not include the # or any other symbols.
What's next?
Please allow time for your return to reach our warehouse. Once received, we'll process the return within 2-3 business days and notify you via email regarding your refund. Refunds will be automatically issued via your original payment method. Please allow up to 5 business days for funds to reflect in your account.
Read full article