Frequently asked questions
How long will my order take to arrive?
Orders are dispatched the next business day (except made-to-order items). EU deliveries typically arrive in 3–8 business days; UK and US deliveries can take longer. These are estimates, not guarantees.
Can I return my order?
Yes. You have 14 days from delivery to change your mind, no reason needed. Items should be unworn and in resellable condition — you can try shoes on indoors, same as in a shop, but heavy wear may reduce your refund. Return shipping is on you unless the item's faulty or wrong. If you ordered multiple brands in one order, note they may arrive as separate shipments — your return window starts from when you get the last one.
Why do you need my phone number?
Our delivery carriers (DPD, DHL, FedEx, UPS, etc.) legally require a phone number to complete delivery — we can't ship without it. It's used only for that purpose.
What if my order has items from different brands?
They may ship as separate parcels, sometimes arriving on different days, and separate shipping charges may apply per shipment. This is a Hertwill/supplier logistics thing, not a mistake on our end.
Is my item covered if it breaks or has a defect?
Yes — all products carry a 2-year warranty against manufacturing defects (excluding cosmetics, edibles, candles). Contact us with your order number, a description, and photos, and we'll sort a repair, replacement, or refund.