FAQ's

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.

We accept Paypal, Apple Pay, Shop Pay, Google Pay Visa, MasterCard, AmEx, UnionPay, WeChat, AliPay and iDEAL. Payment via bank transfer, cheque or COD are not accepted.All payments made on www.hereustudio.com are secure, all transactions are in euros.

We ship worldwide, with the exception of Russia and Belarus.

Deliveries are made via UPS and DHL, depending on the destination. Please note that we are unable to deliver to post office boxes.

Where stock is available, orders are typically dispatched within 2-4 working days. Dispatch times may increase during periods of high demand.

Delivery times are provided as a guideline and may vary depending on destination and local delivery conditions.

Estimated delivery times:

Spain - 1-2 working days
European Union - 2-4 working days
United Kingdom - 2-3 working days
United States - 2-3 working days
Rest of the World - 2-4 working days

Shipping rates:

· Spain: Free shipping - Home Delivery or UPS Access Point
· EU and non-EU countries: 15 EUR
· United Kingdom: 25 EUR - delivered duty paid
· United States: 35 EUR - delivered duty paid
· Rest of the World: 35 EUR

Shipping costs for uncollected or refused packages will not be reimbursed by HEREU.

All orders are insured during transit until delivery. A signature is required upon delivery, at which point responsibility for the shipment passes to you.

If a third party accepts delivery on your behalf, their signature will be considered proof of delivery and fulfilment by HEREU.

Orders shipped within the EU, UK, and US include all applicable taxes.

US orders are delivered tax- and duty-free, regardless of order value.

For all other international orders, taxes and duties are not included. Customers are responsible for any customs fees, import duties, or local taxes that may apply upon delivery. Please note that HEREU is unable to estimate these charges in advance, as they are determined by the destination country’s customs authority.

HEREU cannot be held responsible for any fluctuations in exchange rates applied by your bank when converting EUR into another currency.

You may return items purchased from HEREU’s online store within 15 days of receiving your order. Please note that all products must be returned in their original condition. Please try on your new shoes on a carpeted surface and handle bags with care. All items must be returned in their original, unused condition. Items showing any signs of wear, use, or damage will not be accepted for return.

HEREU reserves the right to refuse any return that does not meet these requirements. If a return is not accepted, the item will be returned to you at your expense, and a refund will not be issued.

Returns must be shipped from the same country to which the order was originally delivered. Returns shipped from a different country may require customs clearance and incur additional duties, taxes, or administrative charges, which will be the responsibility of the customer.

Return costs are as follows:

· Spain: Free of charge
· All EU countries: 15 EUR
· United Kingdom: 25 EUR
· United States: 35 EUR
· Non-EU countries: 15 EUR + administration costs
· Other international destinations: 35 EUR + administration costs

Please note that these amounts, along with any applicable taxes or customs fees, will be deducted from your refund.

If you choose not to pay the tax and return the parcel, any import duties incurred will also be deducted from your refund.

Please allow up to 14 working days for your return to reach us and for the refund to be processed.

HOW TO USE OUR RETURNS SERVICE

To initiate a return, follow the link below and have your order number and email address, used to place the order, ready.

START YOUR RETURN PROCESS

Returns can be arranged either by scheduling a pick-up, or, dropping off your parcel at your nearest drop-off location.

Please ensure your return is shipped from the same country where your order was originally delivered.

You will receive your return shipping label via email upon completing the return process.

Preparing your return:

· Pack the items securely using the original packaging.
· Affix the return label to the parcel, covering any previous delivery labels.
· For international orders, attach the return form to the parcel.

Once your return has been received and processed, we will notify you via email.

For general enquiries regarding returns, please contact: customercare@hereustudio.com

Please note: If a return is refused at delivery due to unpaid import taxes or customs duties, a refund will only be issued once the product has been returned to us. HEREU reserves the right to recover any costs or fees incurred in this process.

Bespoke or custom-made items are non-returnable.

We do not offer direct exchange services. To exchange an item, please return it for a refund and place a new order. Customers are responsible for any customs duties, taxes, or fees incurred on replacement orders.

All HEREU products are handmade. Minor variations in shape, size, and colour are a natural part of the leather’s character and should not be considered defects.

Subtle differences in colour, grain, texture, or natural marks - such as wrinkles or creases - may appear, varying according to the type of leather used. These features are an inherent part of the material’s beauty and uniqueness and will not be regarded as faults.

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.