Refund policy

 

REFUNDS:

We know that buying online can sometimes be “complicated”, that's why we try to offer the best possible online shopping experience to make it easier for you, with free exchanges or refunds for Mainland Spain.

However, if when you receive your purchase you are not satisfied, you can make an exchange or return as long as the reason is one of the following:

Reasons for return:

I.  Exchange of one item for another

If you receive your order and want to exchange one item for another, you can request an exchange of the item by following the steps indicated below.

You have a period of up to 15 calendar days counting from the day of delivery of the order.

This can only be done for standard products. Sleeping masks and scrunchies are non refundable. All items need to be sent back in their original conditions and packaging, and must not be used or worn before. 

II. Return

If you receive your order, you do not like the items you received and would like to return it, you can request a return of the item by following the steps indicated below.

You have a period of up to 15 calendar days counting from the day of delivery of the order.

This can only be done for standard products. Sleeping masks and scrunchies are non refundable. All items need to be sent back in their original conditions and packaging, and must not be used or worn before. 

III. Defective product :

If you receive your order and the product is defective, you can request a return and exchange of the order by following the steps indicated below.

You have a period of up to 15 calendar days counting from the day of delivery of the order.

IV. Wrong order :

If you receive your order and it does not match what was purchased, you can request a return and rectification of the order by following the steps indicated below (please remember to include all original packaging, and that it must be returned in perfect conditions).

You have a period of up to 15 calendar days counting from the day of delivery of the order.

STEPS TO FOLLOW:

  1. Write us an email to hello@herriet.com indicating the reason for the return along with the corresponding information:
    • Order number
    • Name and last name
    • Reason for return (exchange, return, defective product or wrong order)
    • Photos of the order received (all parts of the order and defects in the part should be clearly seen if applicable).

Any additional information will help to facilitate the management of return / exchange. 

  1. We will send you the shipping label for the products you wish to send back.
  2. Prepare a package with the product you want to exchange or return. It must be sent in the same conditions that you received it, including packaging.
  1. Send the package to the following address:

            Calle Eduardo Vicente 7, 3C. Zip Code: 28028, Madrid (Spain)

* All shipping costs associated with an exchange or return will be paid by the buyer, unless the products are defective or incorrect.

  1. Once the package is received, we will confirm that the product has been received correctly and we will send you an email confirming receipt of the product. We will indicate if you can opt for an exchange / return and the next steps for the refund (if applicable).

To approve an exchange or return / refund the following conditions must be met:

            - Having sent the product back to our operations center within a maximum period of 15 days from receipt of the order.

            - The product must not have been used, it must be in the conditions it was received and with its original packaging. 

  1. In case the return is approved, we will make a full refund of the price of the products and / or shipping (if applicable) within a maximum period of 15 calendar days. We will notify you by email along with the transaction receipt. Once the refund is made, it may take 4-5 business days for it to be effective.

For any additional questions or concerns, you can write us an email to hello@herriet.com