As our customers’ satisfaction is our top priority in H-ēra, we can accept cancellations and returns of any product except for swimwear due to hygiene reasons.

Cancellations

Once you place an order, you will receive a confirmation e-mail that will be acknowledging receipt of your order thus letting you know that we are processing it. We can accept cancellations within 12 hours after the confirmation mail is sent to you. In that case the original purchase and shipping amounts will be refunded.

If, by any chance, you wish to cancel an order after this timeframe, please contact us via email. If possible, we will try to fulfill your request and will inform you accordingly. However, we cannot ensure that your order will be cancelled. This always depends on the delivery status of the item purchased.

Exchanges

We are willing to exchange any item for a different size or colour (if available). If, for any reason, we are unable to exchange an item, you will receive an email with an explanation plus a full refund of the purchase minus the shipping cost. We can only accept exchanges for the same products in a different colour or size and that can take from 5-15 days according to stock availability. Items you wish to exchange must be in their original state, unworn, unwashed and with all tags attached. Please contact us via email in order to reserve an item in the size required. The new size will be dispatched as soon as we have received the item that you wish to be exchanged.

 Faulty items 

We always inspect an item thoroughly before delivering it to you. However, in the rare case of a faulty item, please contact us via mail explaining the problem to us and we will act accordingly.

Returns  

We guarantee to refund any item you are not completely happy with when you return it to us in its original condition within 10 days of receipt. We cannot accept refunds for customized products.

All items must be returned unworn, unwashed, with their tags on and in their original packaging.

The item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods. This will ensure that your order reaches us safely and if it gets lost it can be traceable so that we can process your refund/exchange. However, if you choose to use a standard service, this may mean that your order may not be tracked, so we cannot be held responsible for your lost order and therefore we will be unable to process your claim. The cost of returning the item to us is your responsibility. When we receive a return, we inspect it thoroughly and as soon as we make sure that the item is returned in its original state, we will proceed to a refund. We have the right to refuse a refund for items that are returned to us without being in a re-saleable condition.