WARRANTY & REPAIRS

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.

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.