Refund policy
At HERZ Boutique, we want you to be satisfied with your purchase. If you need to return a product or have any issue with your order, you can contact us at:
1. Right of Withdrawal
If you purchase as a consumer, you have the right to withdraw from your purchase within 14 calendar days from the day on which you, or a person authorised by you, receives the order.
You do not need to provide a reason for the return.
To exercise your right of withdrawal, you must clearly communicate your decision by writing to:
In your message, please include:
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Full name.
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Order number.
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Product you wish to return.
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Email address used for the purchase.
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Reason for the return, if you wish to provide it.
2. Deadline for Returning the Product
Once you have informed us of your decision to return the order, you must send the product back within a maximum period of 14 calendar days from that communication.
The product must be returned to the address that we provide to you by email.
Please do not send any product without contacting us first.
3. Conditions of Returned Products
In order for a return to be accepted, the product must be in good condition and, where possible, include its original packaging, labels and accessories.
The customer may handle the product only to the extent necessary to check its nature, characteristics and functioning.
HERZ Boutique may reject a return or apply a reduction to the refund if the product shows use, damage, deterioration, wear or handling beyond what is necessary to check the item.
Returns will not be accepted for products that have been damaged due to misuse, negligence, accident or incorrect handling by the customer.
4. Products That Cannot Be Returned
The right of withdrawal may not apply in the cases legally provided for, including, among others:
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Personalised products or products made according to the customer’s specifications.
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Sealed products that are not suitable for return for hygiene or health reasons if they have been unsealed after delivery.
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Gift cards, if available.
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Products that have been used, damaged or handled beyond what is necessary to check their characteristics.
These exceptions will only apply where appropriate under current legislation.
5. Return Shipping Costs
In the case of a return due to withdrawal, the direct return shipping costs will be borne by the customer, unless HERZ Boutique states otherwise.
We recommend using a tracked shipping method, as the customer will be responsible for the return shipment until the package has been correctly received.
HERZ Boutique is not responsible for returns that are lost, damaged or sent to an incorrect address if the shipment has been arranged directly by the customer.
6. Refunds
Once the returned product has been received and inspected, we will notify you by email whether the return has been approved.
If the return is approved, we will issue the refund using the same payment method used for the purchase, unless another method is expressly agreed.
The refund will include the price of the product and, where legally applicable, the standard shipping costs paid in the initial order.
If the customer chose a shipping method that was more expensive than the standard shipping option available, HERZ Boutique will not be required to refund the additional cost of that option.
HERZ Boutique may withhold the refund until the returned products have been received or until the customer provides valid proof of return, whichever occurs first.
Once the refund has been issued, the time it takes for the money to appear in your account will depend on your bank or payment provider.
7. Defective, Damaged or Incorrect Products
If you receive a defective, damaged or incorrect product, please contact us as soon as possible at:
Please include in your message:
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Order number.
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Clear photographs of the product.
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Photographs of the packaging, if the damage is related to transport.
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A brief explanation of the issue.
We will review the case and, where appropriate, offer a suitable solution, such as replacement of the product, repair, exchange, price reduction or refund.
In the case of a defective, incorrect or non-conforming product, HERZ Boutique will cover the necessary costs to resolve the issue in accordance with applicable regulations.
8. Exchanges
Exchanges are subject to stock availability.
If you wish to exchange a product for another model, size, colour or item, please contact us at:
We will let you know whether the exchange is possible and explain the steps to follow.
In the case of an exchange due to customer preference, the shipping costs related to the exchange may be borne by the customer, unless HERZ Boutique states otherwise.
9. Undelivered Orders or Orders Returned to Sender
If an order cannot be delivered due to an incorrect or incomplete address, repeated absence of the recipient or failure to collect the package, the order may be returned to HERZ Boutique.
In these cases, we will contact you to find a solution.
If the customer requests a new shipment, new shipping costs may apply.
If the customer requests a refund, reasonable costs arising from the return or shipping management may be deducted when the issue was caused by incorrect details or failure to collect the package attributable to the customer, always within what is permitted by applicable regulations.
10. Late or Missing Refunds
If we have already confirmed that the refund has been issued but you have not yet received it, we recommend that you:
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Check your bank account or payment method again.
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Contact your bank or payment provider.
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Wait a few days, as some institutions may take time to process the refund.
If after these steps you still have not received the refund, please contact us at:
11. Promotional Items
Items purchased with a discount, offer or promotion retain the legal rights that correspond to the consumer.
The specific conditions of each promotion will be shown where applicable.
12. Contact
For any questions about returns, exchanges or refunds, you can contact us at:
13. Last Updated
This Returns and Refunds Policy was last updated on 01/06/2026.