Delivery & Returns


Delivery Information

We use DHL Tracked Express for all our shipments. The cost of shipping is based upon the weight of the items you order. Delivery time estimates can be viewed in the checkout window and will be provided by DHL once your parcel has been dispatched. If you order by 3pm GMT Monday to Friday your order will be dispatched same day. Orders place after 3pm GMT Monday to Friday, anytime Saturday, Sunday and Bank Holidays will be dispatched the next working day.

Not going to be home? DHL now offers 'On Demand Delivery' - a brand new system designed to improve your shopping experience at Hervia. If you are not home you can now choose a number of alternative delivery options via the On Demand Delivery website. Please note that if you are using the ODD service it is at your own risk, Hervia cannot take any responsibility for parcels delivered to an address different to the one used when placing your order.

Please note that once your order has been confirmed, we will be unable to amend or cancel this for you due to our quick turnaround and dispatch. Bulky orders may be subject to an additional postage charges. Dispatch and delivery times can vary during busy periods.

Delivery Estimates - To most parts of the USA - 1-4 working days. Rest of the World - 3-7 working days. Please keep in mind that our delivery estimates should only be used as a guide and are based on time from dispatch. Hervia cannot take responsibility for customs clearance delays, though we will try to minimise any potential delays.

Please note all orders are dispatched from our Head Office location in Manchester, United Kingdom. Our order processing and dispatch days are Monday to Friday (except for Bank Holidays). Orders placed over a weekend and bank holiday period will be processed the next working day.

Duties and taxes will apply on all orders being imported into an non-EU country from the UK. These charges are the responsibility of the customer and cannot be covered by Hervia. If customs charges are not paid and the parcel is returned back to us, this will incur a returned postage charge and will be deducted from the total refunded.

 

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Parcel Weight Categories:

USA & Canada

0 – 0.5 Kg: $20.00
0.6 - 1.0 Kg: 
$20.00
1.1 – 2.0 Kg: $20.00
2.1 - 5.0 Kg: 
$20.00

Far East & Australia
0 – 0.5 Kg: $20.00
0.6 - 1.0 Kg: $30.00
1.1 - 2.0 Kg: $35.00

2.1 - 5.0 Kg: $40.00

Rest of the World
0 – 0.5 Kg: $25.00
0.6 - 1.0 Kg: $30.00
1.1 - 2.0 Kg: $35.00

2.1 - 5.0 Kg: $40.00

Parcels exceeding 5kg may incur additional postage charges. If you parcel exceeds 5kg we will contact you to arrange payment. 

 

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Tax Free Shopping:

We offer Tax Free Shopping to all our customers living outside of the EU. The 20% sales tax is automatically deducted from the price you see on the website. Our Tax Free service does not include any customs charges incurred upon entry into your country. Any customs charges must be paid for by the customer in order for the package to be released. Please note that all payments are taken in GBP, so the currency shown can only be used as reference.

 

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Returns Information

If you wish to return an item(s) you can do so by following the below steps:

> Login to your Hervia account 

> Go to ‘Order History'

> Select the WEB reference of the order with the item(s) you wish to return

> Select the item(s) you wish to return and click ‘Return Items’ - This will notify our Customer Support team of your return. 

> Once you have notified us, please complete the returns slip provided with your order invoice and enclose this securely in your returns package

All orders are dispatched with a return shipping label inside (Please note that this is not pre-paid). Please secure this label to the outside of your parcel ensuring that it is not obstructed in any way. 

All return parcels must to be clearly marked as 'RETURN OF GOODS'. Parcels that are not marked as a 'RETURN OF GOODS' may incur duties and taxes when re-entering the UK. We will not be able to cover these charges.

If you are a customer outside of the EU and you wish to return an item(s), you must first notify us using the 'Return Request' feature as outlined above, then ship your unwanted goods back to us within 14 calendar days of receipt. Goods received and signed for by Hervia Bazaar Limited within 14 days will be eligible for either e-wallet credit or an exchange. We do not offer cash refunds on returned items for non-EU customers. All e-wallet credits will remain active on your account for a period of 6 months, and can be used against any future purchase.

If you have checked out as a guest then you will not have access to an account on our website. In which case we advise you to email our Customer Service team - customerservices@hervia.com with your return request. Once your email notification have been sent, please complete all other return instructions as outlined above.

We advise that you return your item with a tracked courier service and provide us with proof of postage and tracking information. Hervia cannot take any responsibility for returned items until they are signed for by Hervia Bazaar Limited at our Head Office address: 2nd Floor, Rational House, 64 Bridge Street, Manchester, United Kingdom M3 3BN. 

Unfortunately we are unable to cover the costs of returning a parcel.

Please ensure that all returned goods are complete with original designer tags, packaging and Hervia Security Seal intact. Items must be unworn and not damaged, marked or used in any way, this includes any item packaging - dust bags, cases, shoe boxes. Items that are returned without tags, and/or are damaged in anyway will be refused and sent back at your expense. 

We are unable accept returns on earrings, swimwear, perfume or underwear due to hygiene reasons. This does not effect your statutory rights. 

Once your return has been received it will be processed and refunded within 5 working days. You will receive email confirmation once your refund has been processed. If you are exchanging an item we will contact you to confirm the re-dispatch charge.


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Frequently Asked Questions:

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 Customer Services Department, 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 6pm 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 24 hours. 

Q: How can I get in touch with you?

A: You can use the 'Ask a Question' facility on our website or alternatively you can email us directly: customerservices@hervia.com. Telephone us: +44 161 835 2288.

Q: Do you offer free returns?

A: We do not offer a free returns facility. All returned parcel costs must be covered by the customer.

Q: I have received a customs charge from DHL, 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-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.