Returns and Refunds
RETURN TERMS AND CONDITIONS
Customers may return their orders, in whole or in part, within 14 days of the delivery date. Items may be returned for either a size exchange or a refund. Please note that sale items cannot be returned.
Items must be returned in their original condition , with all tags attached and in the same box sent by HERITALE.
IMPORTANT : Returned items must not have been worn, washed or altered. Items must be returned in the same condition in which they were shipped to the Customer and must be adequately packaged, including all original accessories (dustbags, hangers, coat covers, etc.) received with the order.
The soles of the shoes must be clean and must not show any signs of use.
For hygiene reasons, underwear and socks cannot be returned.
Heritale reserves the right to:
– not to accept the returned goods and to send them back to the Customer at the latter's expense.
– refuse unauthorized returns or returns that do not comply with all the conditions set out and return the goods to the Customer at the latter's expense.
– evaluate additional charges that may be necessary to ensure the resale of the returned items: these amounts will be established at the end of the evaluation of the conditions of the returns and communicated to the Customer.
– not to accept returns for Vintage clothing
The Security Tag must still be intact and attached to the returned items.
RETURN INSTRUCTIONS
If the customer wishes to return an item, he/she will need to send us an email requesting a Return Authorization Number (RAN).
The request must contain the following information:
- Order number
- Item code
- The reason for the return
Our Customer Service will provide the necessary documents to proceed with the return.
Authorized returns must be shipped from the same country where the package was delivered.
HERITALE reserves the right to refuse returns that have not been properly authorized or sent in accordance with its return policy. In these cases HERITALE may return the package to the sender at the original shipping address.
If HERITALE decides to accept an unauthorized return, 10% of the item's value may be deducted from the refund.
SHIPPING COSTS FOR RETURNS
We provide two methods for you to return your items to us. You can choose the one you prefer when you submit your return or exchange request.
1. Automatic method : once you have submitted your exchange request, we will arrange for your package to be collected from where you wish. You will need to pack the items in their original box (or in a rigid cardboard box if applicable), attach the shipping label (we will provide it) to the box and wait for the courier. Before collecting the package, the courier will contact you to confirm the collection time.
2. Custom method : once you have opened the return or exchange request, you will take care of sending your items back to us, choosing the courier and shipping service you prefer – we recommend using a traceable shipping service.
Returns are not free; if you choose your own method to send your items back to us, you will choose your preferred shipping service. If you choose our automatic method, we will deduct the return shipping cost from your refund
When returning items from countries outside the EU, import duties may apply. These are charged once the package reaches the destination country and customers are responsible for them.
Please note that we will deduct any import duties related to your return from your refund. For exchanges, we will require payment before sending the new size.
We usually process refunds within 6 to 12 working days of receipt and you will receive an email update as soon as we process your return. We issue refunds via the same payment method used for your order.
Credit card refunds may take up to 10 business days to appear due to variable processing times between payment providers.
Please note that shipping costs are not refunded. This applies to both the original shipping costs and the return shipping costs (if you choose our automatic method).
Please note that if you live outside the EU, you may incur import duties when returning your item for a new size. Customers must pay for any import duties and we will send you a request to pay for them. Once payment is provided, we will process your exchange.
We allow returns of exchanged items and it works the same way as standard returns. You have 14 days from receipt of your new order to return your items or exchange them for a different size of the same items. In the event of a return, we will deduct the original shipping costs, if any, from your refund, as well as the return shipping costs if you choose our automatic method.
REFUND POLICY
Refund for returned item can only be issued after the package reaches HERITALE warehouse for quality inspection.
For orders placed by credit card, the amount should be available within 5 business days and will appear on your card statement. The time it takes to process your refund may vary depending on the payment method used.
Refunds are made in the same currency used by the customer to pay for the order. Any difference in the refunded amount may depend on changes in the currency exchange rate and will not be refunded.