Refund policy
The aim of this Policy is to provide clear information about shipping options, delivery times, fees, and the conditions under which returns or refunds may be granted.
1. Processing Times
Orders are usually processed within 2–5 business days. During August (summer holiday period), processing and delivery may be delayed by 7–10 additional days.
2. Shipping Zones, Fees and Delivery Estimates
Shipments are carried out by certified postal or courier services. The following fees and estimates apply:
| Zone | Countries | Fee | Estimated Delivery |
|---|---|---|---|
| Spain | Peninsula & Balearic Islands | €3.50 | 2–5 business days |
| EU1 | Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Sweden | €8.99 | 7–10 business days |
| EU2 | Albania, Andorra, Armenia, Belarus, Bosnia & Herzegovina, Vatican City, Georgia, Gibraltar, Greenland, Guadeloupe, Guernsey, Iceland, Isle of Man, Faroe Islands, Jersey, Kosovo, Liechtenstein, North Macedonia, Moldova, Monaco, Montenegro, Norway, San Marino, Serbia, Switzerland, Turkey, UK, Ukraine | €12.99 | 10–15 business days |
| North America | USA, Canada | €30.00 | 15–30 business days |
| South America | Brazil | €35.00 | 15–30 business days |
| Australia & Oceania | Australia | €30.00 | 15–30 business days |
3. Customs, Duties and Taxes
For deliveries outside the EU, international customs duties, import taxes and brokerage or clearance fees may be levied by the destination country. These charges are the customer’s responsibility and are not included in the product price or shipping fee.
4. Delivery Issues and Risk of Loss
If a parcel arrives with visible transport damage, please report the defect to the carrier immediately and contact us within 7 days with photos. Risk passes upon delivery at the address provided. We are not responsible for delays caused by customs, strikes or force majeure.
5. Order Changes, Address Corrections and Cancellations
After an order has been placed, we cannot modify items or the shipping address. If you need to cancel, please contact us before dispatch. If the order has already shipped, please contact the local carrier upon arrival in the destination country to request any address change.
6. Returns, Refunds and Right of Withdrawal
Due to the nature of our products, returns are generally not accepted unless an item is damaged or defective on arrival. EU/EEA consumers may exercise the 14‑day right of withdrawal for eligible products.
- Newspapers, periodicals or magazines (except subscription contracts) are not eligible.
- Goods made to the consumer’s specifications or clearly personalised (e.g., custom‑framed or personalised art prints) are not eligible.
- Sealed goods not suitable for return for health or hygiene reasons once unsealed are not eligible.
To initiate an eligible return, please contact shop@herdes.eu within 14 days of delivery, and return the goods within 14 days thereafter. Refunds are processed to the original payment method once the goods are received and inspected. Return shipping costs are borne by the customer, except where the item is defective.
7. Lost or Damaged Parcels
If your parcel is lost in transit or arrives damaged, please email shop@herdes.eu with your order number and photographs within 7 days. We will arrange a replacement where possible or issue a refund.
8. Contact
For all delivery or returns enquiries, please contact: shop@herdes.eu