Delivery Policy
By placing an order with Hera Design, you agree to the following terms and conditions. These have been established to ensure a clear understanding of each party's responsibilities and to provide mutual protection throughout the purchasing process.
1. General Information
Subject to stock availability, we make every effort to maintain accurate and up-to-date stock levels. However, occasional stockouts may occur.
If an item becomes unavailable after your order has been confirmed, we will contact you to offer one of the following solutions:
-
Wait for the product to be restocked;
-
Receive a store credit.
2. Shipping Fees
Shipping fees are calculated at checkout based on the weight, dimensions, and destination of your order.
Shipping fees are payable at the time of purchase and are considered final.
3. Returns
All information regarding returns is available in our Return and Refund Policy, accessible at the bottom of the Hera Design website.
4. Delivery Conditions
International orders are generally delivered within 4 business days.
However, in exceptional circumstances, delivery times may extend up to 14 business days, depending on the shipping method and selected carrier.
Order Processing
Orders are generally prepared within 2 business days after receipt of payment.
We allow a 24-hour period for customers to request a modification to their delivery address.
Our logistics teams work Monday to Friday, excluding public holidays.
The maximum shipping time is 3 business days.
During peak periods, delivery may exceptionally take between 1 and 2 weeks.
Important
Shipping: your package leaves our warehouse.
Delivery: your package is received by the customer.
If exceptional circumstances lead to a delay exceeding 3 weeks, we will offer one of the following solutions:
-
Free return of your order;
-
A store credit worth more than the initial amount of your purchase.
If your order confirmation is more than 3 weeks old, please reply directly to the order confirmation email or contact us at:
To help us process your request quickly, please provide:
-
Your order number;
-
The email address used for the purchase;
-
Your first name;
-
A approximate description of your order;
-
The order date.
Recommended subject:
Delivery Delay – [Your order number]
Example:
Delivery Delay – #125698
Our customer service will respond within 24 business hours.
4.4 Change of delivery address
You can request a change to the delivery address as long as your order has not yet been shipped.
4.5 Delivery to P.O. Boxes
We only deliver to P.O. boxes via standard postal services.
Express delivery services cannot deliver to P.O. box addresses.
4.6 Military Addresses
Where possible, we can deliver to military addresses via USPS.
Express carriers generally do not serve military addresses.
4.7 Out-of-Stock Products
If a product becomes unavailable after your purchase, we will contact you to offer:
-
To wait for the product to be restocked;
-
To receive a store credit worth more than the amount of your initial order.
4.8 Delivery Delays
If your delivery exceeds the estimated time, please contact us at:
5. Tracking Notifications
Once your order has been shipped, you will receive an email containing your tracking number and a link allowing you to track the progress of your package with the latest carrier updates.
6. Packages Damaged in Transit
If your package arrives visibly damaged, we encourage you to refuse delivery when possible and immediately contact our customer service.
If the package was delivered in your absence, please contact us as soon as possible at the following address:
7. Customs and Taxes
7.1 VAT
VAT is already included in all prices displayed on our website.
8. Order Cancellation
Orders can be cancelled as long as they have not yet been shipped.
Once the order has been shipped, please refer to our Return and Refund Policy.
9. Delivery Insurance
Each package is insured against loss and damage up to the declared value with the carrier.
A package will only be considered lost after official confirmation from the carrier.
Any package marked as Delivered by the carrier will be considered correctly delivered.
In case of a problem, we commit to offering a satisfactory solution, including:
-
Free return of your order;
-
A store credit worth more than the amount of your initial purchase.
9.1 Damaged Packages
Claims regarding damaged packages will be processed in accordance with our Return and Refund Policy.
9.2 Lost Packages
If the carrier officially confirms the loss of a package, Hera Design will offer one of the following solutions:
-
A free reshipment of the product;
-
A store credit worth more than the amount of your initial purchase.
10. Customer Service
For any questions or assistance requests, please contact our customer service at: