FAQs

    1 PREORDERS
  • A preorder gives you the opportunity to buy an item that will become available at a later date. The expected shipping day is specified in the product description.

  • 2 PAYMENTS
  • We accept Paypal, Visa and MasterCard. Payment via bank transfer, cheque or COD are not accepted.

    All payments made on www.hereustudio.com are secure, all transactions are in euros.

  • 3 SHIPPING
  • We ship worldwide except Russia.

    Delivery of orders is via DHL Express.

    We are unable to deliver to post office boxes.

  • Delivery times are provided as guidelines only and do not take into account possible delays caused by payment authorization and/or product availability.

    Stock permitting, all orders are usually dispatched within 1-2 working days. Kindly note that dispatch times may increase during high demand periods. Delivery times are 1-2 working days from dispatch of order in the EU and 2-4 days for the rest of the world.

     

    Shipping rates:

    Spain: Free shipping

    All EU countries and UK: 15 EUR

    Rest of the World: 35 EUR

  • Shipping costs for uncollected packages will not be paid by Hereu Studio.

  • Hereu Studio insures each purchase during its time in transit until it is delivered to you. All orders require a signature upon delivery, at which point responsibility for the shipment passes to you. If you have specified a recipient other than yourself for delivery purposes, signature by the third party is deemed to be sufficient proof of delivery and fulfilment by Hereu Studio.

  • All taxes are included for EU countries. All other international shipments are not inclusive of duties and taxes, customers are responsible for any customs fees, duties, or taxes that may apply upon delivery. We are unable to calculate the exact amount of duties and taxes your order will incur, as these charges are imposed directly by the country to which the order is shipped.

  • Hereu Studio can not be held responsible for any currency changes or currency exchange rates any bank may have when exchanging the EUR into any other currency.

  • 4 EXCHANGES AND RETURNS
  • You may exchange the items purchased from HEREU's online store within 15 days of receipt of your order. Exchanges will not be accepted for items with a lower price of the product purchased online.

    If you wish to exchange the size of a pair of shoes purchased, you can do so at no additional cost. Please contact shop@hereustudio.com to let us know the replacement size from those available. We will then hold the item for you and as soon as we receive your return, we will ship it to the address in your original order. Please note we are unable to provide exchanges of different products. For any other kind of change a new purchase must be made.

  • You may return the items purchased from HEREU's online store within 15 days of receipt of your order. Please note that all products are to be returned in their original condition. Please try your new shoes on a carpeted surface to ensure we can proceed with your refund as products with any signs of wear will not be accepted. 

    Return the goods to us by using the label included in the parcel. Return costs for the EU and UK are 15€ and international are 35€. Please note that this sum will be deducted from the total amount refunded along with any tax and customs fees generated.

    HOW TO USE OUR RETURNS SERVICE

    1) You should ask our customer service shop@hereustudio.com for the Return Authorisation Number (RMF).

    Once it has been provided to you please write it in the RETURN INVOICE in your order.

    2) Pack the items. Use the original packaging provided to wrap the item(s) you are returning.

    3) Stick the return label found in your package on the parcel ensuring the previous delivery label is covered.

    Please arrange the collection with DHL and ship it back to us at your earliest convenience.

    4) For international orders, hand this return form to the DHL courier.

    5) Once your return/exchange has been received and processed by HEREU you will be notified via email.

    For general customer service or inquiries regarding returns contact shop@hereustudio.com

  • Our goods are handmade, small imperfections or variation in shape, size, and colour should not be seen as faulty.

    LEATHER: Colour differences, grain changes, wrinkles or marks are not uncommon. Depending on the type of leather it can show these characteristics in varying amounts, which is part of the beauty of the leather and will not be accepted as faulty.

  • 5 PRODUCT CARE
  • To preserve the quality of your HEREU bags avoid prolonged direct exposure to light and heat. We recommend storing the bag in its original packaging, when not in use. Avoid contact with water, oils, perfumes and cosmetics. If your bag gets wet, pat dry to remove any excess moisture and leave to dry completely at room temperature.

    For specific product care inquiries, please email us using our contact form.

  • To clean your HEREU shoes, remove dirt with a damp cloth or sponge and protect it by regularly applying a light, natural wax and buffing with a soft cloth. Try to avoid extremes of heat and moisture. If your shoes get wet, pat them dry to remove any excess moisture and leave to dry completely at room temperature.

    For specific product care inquiries, please email us using our contact form.