How do I care for my Herschel products?
Do not put your bag in the washing machine, simply use mild soap and spot clean where the issue is.
- We do not recommend machine washing or dry cleaning your product as this may affect the integrity of the product materials
- We recommend hand washing the product with a mild soap (no stronger than dish soap) and hanging to air-dry
- We recommend avoiding using bleach and harsh cleaning chemicals
- Make sure that all pockets and zippers are open when you’re hanging your bag up to air-dry, to help maintain the shape of your bag
- Try to avoid drying your bag in direct sunlight so the colour doesn’t fade
Which Herschel backpacks can hold a 13" or 15" laptop?
We carry a range of backpacks that cater to various laptop sizes. You can see these below:
Backpacks that can hold a 13"-14" laptop
Backpacks that can hold a 15"-16" laptopREAD FULL ARTICLE
Do you have a Herschel store where I can look at your products in person?
We don't have a physical Herschel store in New Zealand just yet, however, our Herschel Experts are available on Messaging and email should you have any product questions!
You can get in touch with them below.READ FULL ARTICLE
Are Herschel bags water resistant?
All Herschel bags are made with water-resistant material (600D poly), however, if you're looking for further protection against the elements, we recommend our Weather Resistant bags.READ FULL ARTICLE
Are Herschel products vegan?
We currently offer a range of products that are certified as being 100% vegan. You can see these HERE.
We are currently unable to guarantee that the rest of our range is 100% vegan certified, however, we use a glue that is resin-based and not animal-based.
We will be working on implementing standardized testing and measurements to guarantee that there are no animal by-products involved in the making of our items (via glues, adhesives, synthetic leather etc.).READ FULL ARTICLE
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.
Does Herschel offer repairs?
Unfortunately, we don't have a New Zealand repair facility.
If you believe your item is faulty, please submit your item for a faulty assessment and we'll be happy to assist so that you can continue to enjoy our Herschel products! Click here for instructions on initiating an assessment.
Do you work with any charitable organisations?
We’re privileged to work with some amazing brands and charities that are active in the community. Please keep an eye on our social media channels for opportunities to get involved.
If you or your organisation would like to collaborate with us, please contact firstname.lastname@example.org. If we would like to pursue a relationship, we’ll be in touch with the next steps.
Thanks again for expressing your interest.READ FULL ARTICLE
Can your products be recycled?
We’re absolutely committed to minimising environmental impact. It’s an important conversation to have and we understand that we have a long way to go.
Accent Group owns the New Zealand distribution rights. Though we do not manufacture these products, we support the ethical sourcing and sustainability policies that the global manufacturer has in place.
Within our business, we’re actively working on ways to reduce waste and package our product responsibly. This includes (but is not limited to) the use of recyclable and/or biodegradable bags and driving in-store footwear recycling initiatives. We’re working closely with the ASGA (Australian Sporting Goods Association) who repurpose athletic footwear to create new products, such as gym mats, floors, and playgrounds.READ FULL ARTICLE
Do you promote equality and diversity?
Accent Group is committed to developing and maintaining an inclusive workplace that embraces and celebrates diversity. Our commitments include (but are not limited to) creating a great place of work that thrives on inclusion and respects and draws on the diverse backgrounds, experiences, knowledge, and skills of our people. Our Diversity & Inclusion Policy is available on our corporate website here. If you suspect or see instances of non-compliance with this policy, please contact our Customer Experience Team and we’ll investigate the matter.READ FULL ARTICLE
We’re also proud to work with a wide range of brands that celebrate individual expression and participate in cultural and social events. It’s a privilege to be able to use our platforms to connect with incredible people and organisations that raise awareness and support our community. Please keep an eye on our social media channels for opportunities to get involved.
What initiatives is Herschel working on to reduce environmental impact?
We’re absolutely committed to minimising environmental impact. It’s such an important conversation to have and we understand that we have a long way to go. From initiatives including using recyclable and/or biodegradable bags, to store-wide recycling practices and wholesale logistics consolidation. We are always trying to improve our practices to reduce carbon emissions.
With our stores, we're actively working on ways to reduce waste and package responsibly. This includes (but is not limited to), the use of recyclable and/or biodegradable bags and other initiatives such as driving in-store footwear recycling initiatives. We're also working closely with the Australian Sporting Goods Association (ASGA), which repurpose athletic footwear to create new products, such as gym mats, floors and playgrounds.
If you suspect or see instances of non-compliance with this policy, please let us know and we’ll ensure this is investigated.
READ FULL ARTICLE
We acknowledge that these are small steps on a long journey. Any ideas and feedback you have are truly valued and appreciated.
Do you manufacture your products?
Accent Group and its related entities are distributors, with manufacturers are based all over the world. Quality, ethics, comfort, style are a priority - we ensure our products and external manufacturers live up to the Herschel standard.READ FULL ARTICLE
Though we do not manufacture these products, we support the ethical sourcing and sustainability policies that the global manufacturer has in place. If you see or suspect any instances of non-compliance, then please get in contact with our Herschel Experts and we'll investigate the matter.
Ethical Sourcing & Modern Slavery Statements
At Herschel, we are committed to operating responsibly and only want to work with suppliers who are dedicated to safe and ethical working conditions.
Our Ethical Sourcing Policy is available here.
This policy prohibits the use of forced, involuntary or child labour. We make sure that our suppliers are provided with this information, so they understand what’s expected if they want to work with us.
We are also committed to progressing our approach to managing modern slavery risks and understand we must place ongoing attention in this space in order to contribute to the goal of eliminating modern slavery. We look forward to working further with our team members, suppliers and broader business partners to strengthen our due diligence practices.
You can view our full Modern Slavery Statement here.
If you suspect or see instances of non-compliance with either of these policies, please let us know and we'll ensure this is investigated.READ FULL ARTICLE