Shipping Policy
By placing an order with Hera Design, you accept the terms below. These are provided to ensure that both parties know and understand the delivery and shipping arrangements, in order to protect each other's interests and set clear expectations regarding our service.
1. General
Subject to stock availability, we strive to maintain accurate inventory levels. However, there may occasionally be a discrepancy between the stock shown on the site and the stock actually available.
In such cases, we will contact you to let you know about the situation and to agree with you on the most appropriate solution, such as waiting for restocking or, where possible, an alternative solution.
2. Shipping costs
Shipping costs are calculated at checkout based on factors including the weight, dimensions, chosen delivery method and destination of the items in your order.
The shipping cost applicable to your order will be shown to you before final confirmation.
3. Returns
The terms applicable to returns, refunds and exchanges are set out in our Return and Refund Policy, available on the site https://hera-design.co/.
4. Delivery terms
In general, orders shipped abroad may be delivered within an indicative timeframe of a few working days. However, this timeframe may occasionally be longer, depending in particular on the destination, the delivery method chosen, the carrier or the supplier associated with the items in the order.
4.1 Dispatch time
Orders are generally processed within 2 working days of payment being validated.
Processing time may in particular be needed to allow, where possible, for a change to the delivery address before the order is dispatched.
Our teams contact item storage locations from Monday to Friday during normal office hours, excluding public holidays.
When you place an order with Hera Design, the usual preparation and dispatch time is a maximum of 3 working days.
Orders may, however, be dispatched more quickly.
4.2 Delivery time
It is important to distinguish between dispatch and delivery.
Dispatch refers to the act of sending out the items in your order.
Delivery refers to the transport of the items to the destination address given when the order was placed.
The total time therefore depends on the time needed to prepare the order as well as the carrier's transit time.
As a guide, some deliveries may take between 1 and 3 weeks, depending in particular on the destination or exceptional circumstances affecting transport.
These timeframes are given as a guide only and may vary depending on transport conditions, busy periods, public holidays, customs formalities or any other event beyond Hera Design's control.
4.3 Late delivery
If you have not received your order within the indicative timeframe communicated, please contact our customer service team so that we can check the status of the shipment and help you track your order.
To help us process your request, we recommend providing:
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Your order number;
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The email address used when placing your order;
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Your last name;
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Your first name;
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The contents of your order, even approximately;
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The date of your order.
You can contact our customer service team at:
We recommend including the following in the subject line of your email:
"Delivery time – [order number]"
Example: "Delivery time – #125698"
Our customer service team will endeavour to respond as quickly as possible during working days to process your request.
4.4 Change of delivery address
For requests to change the delivery address, we are able to update the address as long as the order has not yet been dispatched.
Once the order has been dispatched, it may no longer be possible to change the address. We therefore recommend that you check your details carefully before confirming your order.
4.5 Shipping to a PO box
Whether an order can be shipped to a PO box depends on the carrier and the destination country.
Where delivery to a PO box is not possible with the selected shipping method, the customer may be asked to provide a physical address.
4.6 Shipping to military addresses
Whether delivery to a military address is possible depends on the destination country and the carrier selected.
We cannot guarantee the availability of this service for all destinations.
4.7 Out-of-stock items
If an ordered item is out of stock, we will contact you to let you know about the situation and to agree with you on an appropriate solution.
Depending on the circumstances, this solution may include waiting for restocking, replacing the product, or a refund, in accordance with applicable provisions.
4.8 Delivery time exceeded
If your order has not arrived within the indicative timeframe announced, please contact our customer service team at:
We will then check the status of your order and its transit with the carrier where necessary.
5. Notifications and tracking
When your order is dispatched, you may receive a tracking link where this service is available.
This link will allow you to follow the progress of your delivery based on the latest information provided by the carrier.
Tracking information is provided by the shipping providers and may be updated with a certain delay.
6. Packages damaged in transit
If you notice that a parcel is visibly damaged upon delivery, we recommend, where possible, immediately noting the necessary reservations with the carrier.
We also invite you to contact our customer service team as soon as possible at:
Where possible, we recommend keeping the packaging as well as photographs of the parcel and the damaged items to help process your request.
If the parcel was delivered while you were not present, please contact our customer service team as soon as possible if you notice a problem with its contents.
7. Duties and taxes
7.1 Taxes
Any taxes applicable to your order are shown during the order process where possible.
Depending on the destination country, customs duties, local taxes or other charges may apply.
Where these charges are not included in the displayed price or in the delivery costs, they may remain the recipient's responsibility in accordance with the regulations applicable in the destination country.
8. Cancellations
If you change your mind before your order is dispatched, you can contact us to request its cancellation.
We will do our best to accommodate your request as long as the order has not been dispatched.
Where the order has already been dispatched, please refer to our Return and Refund Policy and to the provisions relating to the right of withdrawal applicable to your situation.
9. Insurance and carrier liability
Where provided for by the selected shipping method, parcels may be covered against loss or damage within the limits and conditions set by the carrier.
In the event of loss or a transit issue, Hera Design may contact the carrier to obtain the information needed to resolve the situation.
A delivery marked as completed by the carrier may be subject to verification where the customer reports not having received their parcel.
We will nonetheless endeavour to find an appropriate solution with the customer in accordance with applicable legal provisions.
9.1 Process for parcels damaged in transit
In the event of a damaged parcel, please contact our customer service team at contact@hera-design.co, providing photographs of the parcel, its packaging and the items concerned where possible.
We will process your request in accordance with our Return and Refund Policy and applicable legal warranties.
9.2 Process for parcels lost in transit
Where the carrier officially confirms the loss of a parcel in transit, Hera Design will take the necessary steps to find an appropriate solution.
Depending on the situation and subject to applicable legal provisions, this solution may include a reshipment, a refund, or any other solution agreed with the customer.
10. Customer service
For any queries regarding your order, its dispatch or its delivery, please contact our customer service team at:
To ensure your request is processed quickly, we recommend providing your order number as well as the email address used for your purchase.