Help & FAQs
Frequently Asked Questions:
Q: Do you dispatch orders over Christmas and New Years?
A: Our head office is closed in the following dates so no orders or queries are being processed:
Christmas -25th of December until 28th of December | New Year - 1st of January until 3rd of January. Thank you for your understanding.
Q: Do you dispatch orders 24/7 everyday?
A: We try to dispatch your order as fast as possible. Orders are dispatched 9:30 to 15:00, Monday to Friday. Our head office is closed in the weekend.
Q: I need to return an item, what address do I need to ship back to?
A: Please ship all return parcels back to: Hervia, 2nd Floor Rational House, 64 Bridge Street, Manchester, United Kingdom M3 3BN.
Q: How long does my e-wallet credit last?
A: All e-wallets are valid for 6 months from date of issue.
Q: How long will it take for my refund to be processed?
A: We aim to process all refunds within 48 hours, however this can take up to 5 working days during busy periods. You will receive email confirmation once your order has been refunded. If you are eligible for a cash refund, then this can take up to 7 working days to clear back into your bank.
Q: What are your opening hours?
A: Our head office opening hours are 9:30am to 5pm GMT Monday to Friday. Our Customer Service Team will be available between these hours. Any customer services queries sent outside of operating hours will be responded to the next working day. We aim to respond to all customer queries within 48 hours.
Q: How can I get in touch with you?
A: You can use our 'Contact us' page, our live chat during 9:30am to 6pm GMT Monday to Friday or alternatively you can email us directly: email@example.com. Telephone us: +44 161 835 2288.
Q: Do you offer free returns?
A: We do not offer a free returns service. All returned parcel costs must be covered by the customer.
Q: I have received a customs charge, what do I do?
A: All charges incurred at customs are the responsibility of the customer. We are unable to cover the costs of duties and taxes charges.
Q: I read that you offer Tax Free Shopping, when will the VAT be taken off my order?
A: For non-UK and non- EU customers, the VAT is automatically deducted from the item price you see on the website. This will also be confirmed at the checkout where you will see a VAT charge of zero.
Q: What is excluded from sales promotions?
A: Perfume, jewellery, sunglasses, Maison Margiela Classics and Tabi boots, New Balance, Comme des Garçons PLAY, Rick Owens Classics and wallets.
Q: My order has not arrived yet.
A: COVID-19 and Delivery Delays:
Please note that deliveries may take longer due to circumstances outside of our control. Signatures on delivery as Proof of Delivery will be the local courier driver. Please allow some extra days for Express service and for standard mail delivery.