Return Policy

RETURNS

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.

Please return the goods to us by using the label included in the parcel. Please view below our return rates:
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 · Return costs in Spain are free of charge  
 · Return costs for the EU are 15€   
 · Return costs for the non-EU countries are 15€ + administration costs
 · Return costs for international countries are 35€  + administration costs
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Please note that this sum will be deducted from the total amount refunded along with any tax and customs fees generated. 

If you decide to refuse to pay the tax and return the parcel, please note that we will deduct from your refund any import duties related to your return.

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

Please note our hours of operation are:
Monday to Thursday 9am - 6pm GMT
Friday: 9am - 3pm GMT

 

HOW TO USE OUR RETURNS SERVICE

To start your return, follow this link having on hand your order number and the email you used to place the order.

The order can be returned by arranging a pick-up with DHL or, if preferred, heading the parcel to the nearest DHL drop-off point.

You will receive your return shipping label via email at the end of the return process. 

Once you have received the return label, prepare your return accordingly:

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· Pack the items. Use the original packaging provided to wrap the item(s) you are returning.
· Stick the return label on the parcel ensuring the previous delivery label is covered.
· For international orders, stick the return form to the parcel.

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Once your return 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

If an item is returned to us because a customer refused to pay for any import taxes or customs duties due payable, HEREU will seek to recover from the customer all costs or any fees incurred by HEREU. Please note that if the customer refuses to pay customs duties upon delivery, a refund will only be issued after the product has been returned to us.

HEREU reserves the right to refuse any return on items that do not meet the above requirements. If your return is not accepted, it will be sent back to you at your expense and a refund will not be issued. We appreciate your understanding.

Bespoke or custom-made items are not returnable.

START YOUR RETURN PROCESS

 

EXCHANGES

Please note that exchange services are not offered. If you wish to exchange your purchase, please return the item for a refund and place a new order. Please note that in this case customers are also responsible for any customs fees, duties, or taxes that may apply upon delivery. 

 

DISCLAIMER

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

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.