Free Standard Shipping on All Orders
Limited Lifetime Warranty - Learn More
Shipping: Free
Total Savings:
Taxes: ‐ ‐
Regional taxes and duties (if applicable) are calculated based on where your order is being delivered, and will be applied to your total after your shipping information has been filled in at checkout.
Below you will find a list of answers to frequently asked questions regarding orders, shipping, returns and more. If you require further information, please fill out the contact form below with your inquiry.
Our Customer Service Hours:
Live Chat & Email Support
Monday-Friday 9am-5pm GMT
Email: customerservice@herschel.com
Phone Support
Monday-Friday 9am-5pm GMT
Phone: +44 (0) 808 168 4726
Can I retroactively adjust prices for orders placed prior to the start of a sale?
Due to the limited amount of inventory being offered on sale items, we are not able to retroactively reimburse orders.
I forgot to add my discount code to my purchase, can I still receive the discount?
If you have forgotten to add the discount code to your order, please reach out to Customer Service via LiveChat or through the contact form. We can assist you with applying the discount to your order retroactively. Please note, Black Friday offers cannot be combined with any other discount or promotion.
Can you apply more than one discount code to an order?
No, only one discount code will apply per order. If multiple codes are entered at checkout, only the best value code will be honoured on your purchase. Please note, Black Friday offers cannot be combined with any other discount or promotion.
Can you return something purchased on sale?
Yes, Herschel Supply product that is purchased on our website or in one of Herschel retail stores can be returned or exchanged within 30 days of the original purchase date for a full refund excluding any applicable shipping costs.
Items purchased between November 1st 2023 and December 31st 2023 are eligible for a full return with the original receipt until January 31st, 2024. The return value will be put on to the original form of payment or a store credit for the original purchase value.
I noticed my details are incorrect on my order summary, can I change them at this time?
If you have made an error in your order details, please reach out to us as soon as possible and we will do our best to assist you!
When will I be charged for my order?
Your card will be charged once your order has been placed.
You will receive a shipping confirmation email which will contain your order’s tracking information. Track your order by clicking the link found in the shipping confirmation email.
Please allow 2 business days to receive your shipment notification email after placing your order.
Can I cancel or change my order once it has been placed?
No, once an order has been placed we are unable to alter or cancel the order. We start processing orders immediately after they are placed to ensure they arrive as quickly as possible. If you need to cancel your order, please reach out to us as soon as possible and we will do our best to assist you!
We have multiple warehouse locations so there are some instances where items may be shipped separately. In this case, you will receive an additional email with further tracking information.
In some cases we may not have been able to fulfill your full order due to lack of stock available. In these instances you will receive an email from us letting you know as well as a full refund for that product.
I just placed my order, when will it ship?
Your order will be shipped Ground Service unless you select the Express Service. Please allow 1 business day for processing. Once shipped, orders are generally received within 2-5 business days*. We do not ship on Saturdays, Sundays, or holidays.
While we will do all we can to ensure your order is delivered on time, Herschel Supply Co. cannot be held responsible for conditions beyond our control such as severe weather, service interruptions, etc.
*Remote/distant regions may experience higher transit times.
What is an international transaction fee?
An international transaction fee is a fee charged to your credit card for making purchases out of country and is generally between 2-3 percent of the amount total on the purchase you make depending on your bank/credit card company.
Be assured that this charge was not made on our behalf.
Please contact your issuing bank/credit card company for more information as we are a Canada based company.
What is Herschel Supply's policy on Price Matching?
If an item available on our website is available at a lower price (including taxes and shipping costs) on an authorized retailer’s website, we will match the price. Please send us the hyperlink for the product on the retailer's website through our contact form or Live Chat and your order number from our website (if applicable) to begin the price matching process.
This offer is only valid prior to purchase or within 30 days of purchase from our website. This offer is exclusive to online purchases and is not valid in-store. To qualify, the price must be verifiable, and the item must be: (a) identical to the comparison product on our website, (b) immediately available on both websites, and (c) available in the same country/region on both websites (e.g. Canadian retailers will be compared to prices on our Canadian website, www.herschel.ca). This offer does not apply to reduced pricing due to coupons, rebates, close-outs, liquidations, limited time offers/sales, or pricing errors.
What methods of shipping do you offer?
We offer standard ground and express shipping. Please allow 1-2 business days for order processing and note that holidays* are not included in the estimated delivery times. Please note that we do not ship to freight forwarding services.
Shipping Type |
Cost |
Estimated delivery time** |
Standard Ground |
Free |
5-7 Business Days |
Express |
€10.00 |
3-5 Business Days |
Please note that Standard Ground shipping is not available in Finland, Malta, Greece or Cyprus.
*Public Holidays: New Year’s Day, Easter Monday, King's Day, Ascension Day, Whit Monday, Christmas Day, Second Day of Christmas
**Remote/distant regions may experience higher transit times.
Can I upgrade my shipping after my order has been placed?
Once an order has been placed, we are not able to update or upgrade the shipping method chosen. If you have any concerns about an existing order, please fill out our contact form and provide your order number for reference. We will do our best to assist you with any concerns.
Do you offer Express Shipping?
We do offer the option to ship your package Express for an additional cost. Please note that our orders require 1 business day for processing which is not included in estimated delivery times.
Express shipping is estimated to be 1-2 business days depending on which region you are shipping to. Please note that remote/distant regions may experience higher transit times.
I am not going to be home when my package is expected to arrive, what should I do?
We do not require a signature upon delivery so your order may be left at your shipping address if you are not home. We suggest that if you will not be home and are concerned about your order’s delivery, to use a work/alternative address as the shipping address to ensure you receive your package.
My tracking information says delivered, but I have not received my order. What should I do?
Please check with your surrounding neighbors and/or landlord to ensure your order was not mistakenly picked up. If you are still unable to locate your shipment, please reach out to us via our contact form and we will be happy to assist you.
Will my order be affected by the holidays?
Please note that our warehouse will be closed for the following public holidays. Please allow for additional processing time on orders placed during this time period.
New Year's Day
Maundy Thursday (Thursday before Easter)
Good Friday (Friday before Easter)
Easter Monday (Monday after Easter)
Labour Day
Europe Day
Ascension Thursday
The Friday following Ascension Day
Whit Monday
Belgian National Day
Assumption
All Saints' Day
All Souls Day
25 December to 29 December inclusive
End-of-year days, including Christmas
What is Herschel Supply’s return policy?
30 Day Return Policy
Herschel Heritage™ Hardshell Policy
Return Fees
Yes, all Herschel Supply products purchased on our website or in one of our Herschel Supply retail stores can be returned or exchanged within 30 days of the original purchase date. Items purchased between November 1st 2023 and December 31st 2023 are eligible for a full return with the original receipt until January 31st, 2024. The return value will be put on to the original form of payment or a store credit for the original purchase value.
I’m looking to return my recently purchased Herschel Supply product, what should I do?
To begin the returns process for a product purchased online or from our physical store, please go to our Self-Service Returns page (located at the footer of the website) or log into your Herschel Supply account.
Additional information regarding returns
What is Herschel Supply’s exchange policy?
Herschel Supply product that is purchased on our website (excluding promotional or sale items) can be exchanged within 30 days of the purchase date. All merchandise must be returned unused, unwashed and be accompanied by the original hang tags and packaging. The condition of the product is left at the discretion of Herschel Supply. Products in non-resealable packaging must be returned with packaging intact. Products equipped with Tile Bluetooth trackers may not be exchanged once the Tile has been activated.
* Customers are responsible for all shipping expenses on the return of Herschel Supply product*
Yes, all Herschel items are open to return/exchange. Items purchased between November 1st 2023 and December 31st 2023 are eligible for exchange with the original receipt until January 31st, 2024. Please follow the below exchange process.
I’m looking to exchange my recently purchased Herschel Supply product, what should I do?
If you would like to exchange a product purchased from a Herschel store either online or in-store, please visit our Return Portal and select an item you would like to exchange from the Return Portal.
Please note that exchanges are subject to product availability. Items purchased on one of our websites (e.g. www.herschel.com) may only be exchanged for items available and in-stock on the same website.
When processing a return online, customers are responsible for paying a flat fee of $5 for shipping expenses related to the of Herschel Supply product. Exchange is free of charge. We will provide you with a Return Shipping Label at the time of your return on our Return Portal. Returned items must be unused, unwashed, still have the tags attached and be within 30 days of the purchase date.
Once our warehouse has received and processed the return, we will process your exchange. If the cost of the new item exceeds the value of the original item, we will process the balance on your original method of payment. If the cost of the new item is less than the value of the original item, we will refund the balance on your original method of payment.
This exchange policy applies to purchases from both our online and retail stores.
On February 28 2023, in order to improve our online services, we made a major upgrade to our websites, leading to a few changes to your customer experience. If you purchased a product from January 28 to February 28 2023 and would like to return and exchange the item, please visit Customer Service via LiveChat or Contact Form for assistance to return the product.
Additional information regarding exchanges
If you would like to exchange a product purchased from a Herschel store either online or in-store, please visit our Return Portal and select an item you would like to exchange from the Return Portal.
Please note that exchanges are subject to product availability. Items purchased on one of our websites (e.g. www.herschel.com) may only be exchanged for items available and in-stock on the same website.
Customers are responsible for paying all shipping expenses related to the exchange of Herschel Supply product. Exceptions may be made if the reason for the exchange is a mistake on our behalf. We will not assume responsibility for misdirected, lost or damaged return shipments. Return shipments should be sent with a courier that offers tracking service such as FedEx or UPS. Returned items must be unused, unwashed, still have the tags attached and be within 30 days of the purchase date.
Once our warehouse has received and processed the return, we will process your exchange. If the cost of the new item exceeds the value of the original item, we will process the balance on your original method of payment. If the cost of the new item is less than the value of the original item, we will refund the balance on your original method of payment.
This exchange policy applies to purchases from both our online and retail stores.
We stand behind the quality of our bags, luggage and accessories with a Limited Lifetime Warranty — our guarantee that every Herschel Supply item is free of material and manufacturing defects. This warranty is valid for the duration of the original purchaser’s lifetime, beginning on the date of purchase from an authorized Herschel Supply retailer and subject to applicable laws.
Our 5 Year Limited Warranty is listed in section 05 and covers our apparel products, as well as our Trade, Outfitter, and Highland luggage lines. Our 5 Year Limited Warranty is valid for 5 years, beginning on the date of purchase from an authorized Herschel Supply retailer and subject to applicable laws. Apparel is defined as any clothing item, including jackets, hats, pants, hoodies, sweaters and fleece.
In both cases, the warranty will immediately become void if the product is purchased from an unauthorized retailer.
What is covered under your warranty?
If you discover a material or manufacturing defect, we will replace, repair or offer you reimbursement on the item at our discretion, in accordance with local law and our warranty claims process as it may be updated from time to time. Warranty claims must be accompanied by an acceptable proof of purchase (as determined in Herschel Supply’s sole discretion) from an authorized Herschel Supply retailer. Purchases made from a counterfeit or unauthorized seller will not be considered.
Herschel Supply warranties do not cover misuse, neglect, accidents, abrasion, solvents, cleaning liquids, damage during transport, or any modification to a Herschel Supply item.
If a product was damaged during flight, transport or by any carrier, you must immediately report such damage directly to the transport operator or carrier, as this damage is not covered by Herschel Supply.
We also cannot be held responsible for loss, damage or cost resulting from the use or loss of our products. Please note that general wear and tear, including but not limited to the breakdown of colors and materials over time, is not considered a material or manufacturing defect and is therefore not covered by our warranties.
Our warranties are crafted with the same regard for detail that is applied to every item we produce, and is our commitment to your continued enjoyment of Herschel Supply products. We will not honor fake or fraudulent warranty claims and reserve the right, in our sole discretion, to reject any warranty claims which we suspect to be fraudulent (including intentional damage to products, duplicate claims, and counterfeit products) or that violate our Terms of Use.
How do I file a warranty claim?
If you purchased your product from our online store (excluding intl.herschel.com):
• Take photographs of the defect, the front and back of the product and the striped inside lining.
• Submit the photos and acceptable proof of purchase through our online form (https://herschel.com/warranty?form=new); or send them to customerservice@herschel.com with Warranty in the subject line.
• We will inspect your photos and let you know if the defect falls within our warranty policy by issuing a WA number.
• Once you have completed the warranty process, we will issue you a gift card to our online store for the monetary value of the item (based on our recommended retail price).
If you purchased your product from an authorized retailer:
• Take photographs of the defect, the front and back of the product and the striped inside lining.
• Submit the photos and acceptable proof of purchase through our online form, or send them to customerservice@herschel.com, with Warranty in the subject line.
• Once you have completed the warranty process, we will issue you a gift card to our online store for the monetary value of the item (based on our recommended retail price).
Due to seasonality of stock we cannot guarantee that customers will be able to purchase the same item that is the subject of their warranty claim.
Warranty-related gift cards cannot be combined with any other offer including promotions/discounts on our online store.
All warranty claims are dealt with as promptly as possible, with most claims completed within 5 business days. However, during peak retail seasons such as the Holidays and Back-To-School, warranty claims may take an additional 4 to 5 business days.
We thank you for your patience.
Currently, we do not have a global repair facility available. However, if you do not wish to continue with a full warranty claim and you elect to have the item repaired by a third party at your own expense, Herschel Supply will not accept responsibility for the cost of the repair.
We are currently working on piloting a repair program — stay tuned for updates!
What is your warranty for luggage and apparel?
Our Herschel Heritage™ Hardshell and Softshell Luggage is covered by our Limited Lifetime Warranty (see FAQ #1). Our Trade, Outfitter, and Highland luggage lines are covered by our 5 Year Limited Warranty (see FAQ #1).
All Herschel Supply Luggage undergoes rigorous testing to meet Herschel Supply’s quality standards. If you discover a material or manufacturing defect, we will replace, repair or offer you reimbursement on the item at our discretion, in accordance with local law and our warranty claims process as it may be updated from time to time.
Our Apparel is covered by our 5 Year Limited Warranty (see FAQ #1).
“Apparel” is defined as any Herschel Supply clothing products, including jackets, hats, pants, hoodies, sweaters and fleece. The Apparel Limited Warranty is valid for 5 years, beginning on the date of purchase from an authorized Herschel Supply retailer. However, the Apparel Limited Warranty will immediately become void if the product is purchased from an unauthorized retailer.
All Herschel Supply Luggage undergoes rigorous testing to meet Herschel Supply’s quality standards. If you discover a material or manufacturing defect, we will replace, repair or offer you reimbursement on the item at our discretion, in accordance with local law and our warranty claims process as it may be updated from time to time. Apparel warranty claims must be accompanied by an acceptable proof of purchase (as determined in Herschel Supply’s sole discretion) from an authorized Herschel Supply retailer.
This Apparel Limited Warranty does not cover misuse, neglect, accidents, abrasion, solvents or cleaning liquids, damage during transport or any modification to a Herschel Supply Apparel item.
We also cannot be held responsible for loss, damage or cost resulting from the use or loss of our Apparel products. Please note that general wear and tear, including but not limited to the breakdown of colors and materials over time, is not considered a material or manufacturing defect and is therefore not covered by the Apparel Limited Warranty.
Except as expressly stated in this section, our Apparel is otherwise subject to the same general warranty terms and conditions as other Herschel Supply products.
What is the Herschel Heritage™ Hardshell Luggage 100 Day Trial?
Our Herschel Heritage™ Hardshell and Softshell Luggage is covered by our Limited Lifetime Warranty (see FAQ #1) and our Apparel is covered by our Apparel Limited Warranty, the details of which are below.
“Apparel” is defined as any Herschel Supply clothing products, including jackets, hats, pants, hoodies, sweaters and fleece. The Apparel Limited Warranty is valid for 5 years, beginning on the date of purchase from an authorized Herschel Supply retailer. However, the Apparel Limited Warranty will immediately become void if the product is purchased from an unauthorized retailer.
All Herschel Supply Luggage undergoes rigorous testing to meet Herschel Supply’s quality standards. If you discover a material or manufacturing defect, we will replace, repair or offer you reimbursement on the item at our discretion, in accordance with local law and our warranty claims process as it may be updated from time to time. Apparel warranty claims must be accompanied by an acceptable proof of purchase (as determined in Herschel Supply’s sole discretion) from an authorized Herschel Supply retailer.
This Apparel Limited Warranty does not cover misuse, neglect, accidents, abrasion, solvents or cleaning liquids, damage during transport or any modification to a Herschel Supply Apparel item.
We also cannot be held responsible for loss, damage or cost resulting from the use or loss of our Apparel products. Please note that general wear and tear, including but not limited to the breakdown of colors and materials over time, is not considered a material or manufacturing defect and is therefore not covered by the Apparel Limited Warranty.
Except as expressly stated in this section, our Apparel is otherwise subject to the same general warranty terms and conditions as other Herschel Supply products.
Herschel Supply online gift cards are electronic and are issued by email. Simply type in the gift card code when you check-out on our online store to have the value of the gift card applied to your purchase.
Herschel Supply online gift cards are only redeemable on our online store. They do not expire. If the gift card you purchase is non-functional, Herschel Supply will replace the gift card.
Herschel Supply Gastown gift cards may not be redeemed online and are subject to the terms and conditions printed on the back of the card.
When you make a purchase with a gift card, the gift card balance will be reduced by the amount of the purchase. If a purchase exceeds the balance, the difference must be paid with another payment method accepted by our online store.
When you purchase or receive a gift card, you agree that the gift card will be used in compliance with Herschel Supply’s Terms of Use and all applicable laws, and you acknowledge that the Terms of Use will apply to your purchase and use of the gift card.
You may check the balance of your gift card by emailing customerservice@herschel.com.
Can I return a product purchased with a gift card?
If you return a product that you purchased with a gift card, Herschel Supply will refund the purchase price to a new gift card in accordance with our return policy. Gift cards are valid only for Herschel Supply product and cannot be returned or exchanged unless otherwise required by local law.
Herschel Supply is not responsible if a gift card is lost, stolen, destroyed or used without your permission. However, Herschel Supply retains the right to suspend customer accounts or refuse gift card payments if we suspect that a gift card has been fraudulently obtained or is being using for a fraudulent purpose.
Can I use Herschel Supply gift cards for my business?
You may not use Herschel Supply gift cards in connection with any marketing, advertising or promotional activities without Herschel Supply’s express consent. In addition, you may not use Herschel Supply gift cards in any way that implies that you or any other person, website, business, product or service is endorsed, sponsored by or affiliated with Herschel Supply without Herschel Supply’s express consent.
I am press looking for a PR contact for an interview or image request, who should I contact?
Please fill out our contact form and someone in the press department will get back to you as soon as we can. Include as many details as possible, including the name of the publication and your deadline in your inquiry.
Does Herschel have a Brand Ambassador program or sponsor musicians, personalities and athletes?
Please fill out our contact form and someone in the press department will get back to you as soon as we can. Include as many details as possible, including the type of sponsorship and feel free to upload pictures or provide any relevant links.
I would like to sell Herschel Supply products. Who should I contact?
In order for us to direct you to the sales representative in your territory, please provide us with the name and location of your store, pictures of your shop and other brands you carry on our contact form. If you are an online business, please specify the URL of your website.
We are a distribution business and would like to distribute Herschel Supply. Who should we contact?
Thank you in advance for your interest in working with The Herschel Supply Co. Please indicate the name, location and website for your distribution business on our contact form and someone will get back to you shortly.
What forms of payment are accepted?
We accept most major credit cards (Visa, MasterCard, Discover, American Express), PayPal, Apple Pay and gift cards.
Prices on the United Kingdom site are shown in British Pounds. All other sites are shown in their respective local currencies.
When will I be charged for my order?
Your card will be charged once your order has been shipped. Please note that a pre-authorization is placed on your card when you submit an order, however the payment is not processed until the order has been shipped.
What if I'm not paying with a local credit card?
All charges to your credit card will be reflected in your financial institutions foreign exchange rate.
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Estimated shipping times:
Shipping | Price | Time |
---|---|---|
Standard Ground | Free | 5-7 Business Days |
Express | €10 | 3-5 Business Days |
We stand behind the quality of our products with a comprehensive warranty program — our guarantee that every Herschel Supply item is free of material and manufacturing defects. To complete a warranty claim, click the link below.
30 Day Return Policy
Herschel Heritage™ Hardshell Policy