Refund policy

Refund & Return Policy

We want you to love your purchase, but we understand that sometimes things don’t work out. Here’s how our policy works:

Standard Items:

• Returns: You can return non-custom items within 15 days of receiving your order. To qualify, items must be:
  • In their original condition (unworn, unused, and with tags).
  • Packaged in their original packaging.
• Exchanges & Cancellations: Exchanges or cancellations are available for standard items if requested within the 15-day return window.
• Refund Process: Refunds are issued after the returned items are received and inspected. Items that don’t meet the criteria will not be eligible for a refund or exchange.

Custom Items:

• No Returns or Exchanges: Custom-made items are tailored specifically for you and are non-returnable and non-exchangeable.
• Pricing: Custom items are excluded from promotions, sales, or discounts and are always sold at their standard price.
• Order Cancellations: Once a custom order has been placed, it cannot be canceled.

Damaged or Lost Items:

If your order is lost or arrives damaged, please contact our customer service team immediately. We will work with you to resolve the issue as quickly as possible.

How to Reach Us

For all inquiries about returns, exchanges, cancellations, or damaged orders, please email us at support@hera.nyc.