Please allow an additional 1-2 business days for refund processing over sales periods and public holidays.
Returns & Exchanges
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.
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.
How will I receive my refund?
Debit or credit card
Your refund will be credited to your account and will reflect in your account within 2-5 business days.
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.
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
How do I find my order number?
Your order number will be in the subject line of your confirmation email and will begin with #HERNZ.
When entering your order number into our returns portal, make sure to leave out the #, or your order number will not be recognised!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
I believe my item is faulty?
We’re sorry to hear your Herschel item may have a manufacturing fault!
Please submit your item for assessment via our Returns Portal here and choose ‘Faulty’ as your return reason.
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 www.herschel.nz/)
Unfortunately, we will not be able to assist you with a faulty claim as we will require, for any exchange or return, an official Herschel receipt. Please reach out to the retailer for a faulty claim and assessment as your details and payment history will sit safely within their system.READ FULL ARTICLE
Can I return my item to your warehouse in-person?
We are unable to accept returns at our warehouse or office due to OH&S restrictions.
Please follow our approved return procedures to ensure your return is processed correctly.READ FULL ARTICLE