FAQs

1. Put your chosen item in the desired size in the shopping cart by clicking on the button "add to cart". Then go to "checkout".
2. Now enter your billing and shipping address and select a shipping method.
3. You also have the possibility to register as a customer by clicking on "open an account?” Of course, you can continue your order without registration.
4. Afterwards you can select the desired payment method from our available payment methods.
5. In the next step, check your order details and enter your voucher code if necessary. You complete the order by clicking the button "Order with obligation to pay". As soon as we have received your order, we will send you an order confirmation by e-mail. If certain items are not available or do not meet our quality level, we will inform you via e-mail.

No, there is no minimum order value.

The stock of our online shop items is updated regularly and in short intervals. All items that are displayed in our online shop are usually available. If, in exceptional cases, this is not the case and we can therefore not or not immediately execute your order, we will inform you via e-mail.

No, unfortunately it is not possible to order by phone or e-mail yet. You can only place orders via the HERZENS online shop.

The HERZENS online shop is optimized for mobile. You are therefore welcome to order from our online shop via your mobile phone or tablet.

As soon as we have received your order, you will receive an order confirmation by e-mail.

You can cancel your order if the goods are not yet packed and ready for shipment. For this purpose, please contact our customer service.

Unfortunately, you cannot change or add to your order later. If you have any change requests, please place a new order.

Please check your spam folder. Another possibility could be that a different e-mail address was entered by mistake when placing the order.

No, you can easily order without opening a customer account.

1. You'll find the profile icon in the top right corner of the menu, between the search and shopping cart icons.
2. After clicking it, you'll be taken to the login page. Click "Create account".
3. Enter the required account information and click "Create account" button.
4. You'll receive an email to activate your account.
5. Click the confirmation link in the email to activate your account. You now have access to your account.

The area "My account" offers you many useful advantages and simplifies future online shop purchases after the registration.

You do not have to fill in all input fields like address or payment method again, which saves you valuable time.

Under "My account" you can manage your personal data or create different delivery addresses.

You get an overview of all your orders as well as the delivery status of your current order via DHL shipment tracking.

You can simply request a new password on the "My account" login page under the "Forgotten password" link. We will then immediately send you a link to assign a new password to the email address stored in your "My Account" account.

In this case, please contact our customer service. Please include the following personal information in this email for identification purposes: Last name, first name, date of birth, complete address stored in your account.

Please check if the combination of e-mail address or username and password is correct. When entering the password, pay attention to upper- and lower-case letters as well as possible spaces. You also have the option of requesting a new password link via the "Forgot Password" function.

If you need further assistance, please contact our customer service.

Would you like to learn more about HERZENS or be kept up to date on attractive offers, promotions, events and trends? With the HERZENS newsletter you are always up to date! You can subscribe to our newsletter here.

If you no longer wish to receive our newsletter, you will find the option to unsubscribe in every newsletter. Please use the function “Unsubscribe Newsletter”.

To change your account data, log in with your e-mail address or your username and password under "My Account". There you can easily change your personal data.

You can have your "My Account" account deleted by our customer service at any time. For this, we need a notification by e-mail stating your personal data.

Payments via Mollie

We accept the following payment methods via Mollie, a secure and widely used European payment provider:

• Credit and Debit Cards
  Visa, Mastercard, and other major credit cards are accepted.
• iDEAL
  Fast and secure bank transfers for customers in the Netherlands.
• Klarna
  Buy now, pay later, or pay in installments – depending on your needs.
• SEPA Transfer
  Direct bank transfers within the SEPA area.

Payments via Shopify Payments

We also support Express Checkout options via Shopify Payments for a faster checkout experience:

• PayPal
  Pay securely with your PayPal balance or linked card.
• Apple Pay
  Fast and secure payments with Apple devices.
• Google Pay
  Easy checkout with your Google account on supported devices.

No. In general, only one voucher code can be redeemed per order.

Unfortunately, it is not possible to redeem vouchers later. Vouchers must be redeemed directly in the order process.

There are vouchers that can be used several times by you. Other vouchers, however, can only be redeemed once and therefore expire. Please pay attention to the information on the vouchers.

Your order from HERZENS will be shipped via DHL. As soon as your package leaves our warehouse, you will receive an email with your tracking number. This allows you to keep track of your shipment and check its status at any time. Unfortunately, express delivery is not currently available. Please note that there are no deliveries on Sundays and public holidays.

Since we ship our products to various countries, delivery times vary. Within Germany, delivery takes 2-3 business days after we receive your order. Delivery to all other EU countries takes approximately 3-4 business days.

We currently deliver your items to these countries: Germany, Austria, the Netherlands, Belgium, Bulgaria, Czech Republic, Croatia, Denmark, Estonia, Finland, France, Greece, Hungary, Ireland, Italy, Lithuania, Luxembourg, Malta, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden and Latvia.

Yes, you will receive a shipping confirmation with a tracking code that you can use to track your order.

You can also check the status of your order under "My Account" in the "Orders" section.

If your order does not arrive at your requested delivery address within five business days of receiving the shipping confirmation, please contact our customer service.

In order to ensure that the damage to your order reported by you is processed quickly, we ask you as the recipient of the package to file a damage report with DHL and inform our customer service about it.

To do this, take the damaged package with the remaining contents to your nearest DHL post office. Please note that a damage claim can only be submitted within 7 working days of delivery.

The damaged package will remain with DHL and can be returned to you once the claim is closed. If desired, a return shipment to us is possible.

Our customer service will then inform you about the further procedure.

Yes, returns are free of charge within the cancellation period.

Please use only the return label we provided, or create one via the country link on our Returns page.

If you do not like the items ordered in the HERZENS online shop, if they do not fit or if you do not like them for other reasons, you can exercise your statutory right of withdrawal within 14 days without giving any reasons. The period begins on the day on which you or a third party named by you, who is not the carrier, have taken or has taken possession of the last goods.

Please note that you can only return items ordered at HERZENS. Items purchased at a Herz store or specialty store can only be returned at the stores, in compliance with the return period applicable there.

You can return all items that you have ordered from our online shop to us free of charge within 14 days of receipt. Please ensure that the ordered products are in their original condition and that the associated label has not been removed.

Germany

If you would like to return your order from Germany, you will find the return slip and the return label in the package.

If you no longer have your returns label, simply click on the following link: DHL Retoure

Here you can enter your data and then receive your return label.

Other countries

If you would like to return goods from another country, simply click on the relevant country and you will be taken to the DHL Online Returns. Here you can simply enter your data and then create a return label to print out:

Belgium

Bulgaria

Denmark

Estonia

Finnland

France

Greece

Ireland

Italy

Croatia

Latvia

Lithuania

Luxembourg

Malta

Netherlands

Austria

Poland

Portugal

Romania

Sweden

Slovakia

Slovenia

Spain

Czech Republic

Hungary

Cyprus

Unfortunately, it is not possible to exchange items yet. If you have any change requests, please place a new order.