Due to the limited amount of inventory being offered on sale items, we are not able to retroactively reimburse orders.

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.

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.

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.

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!

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.

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.

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.

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.

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.

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.

We offer standard ground and express shipping. Please allow 1 business day for order processing and note that holidays* are not included in the estimated delivery times.

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.

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.

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.

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.

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.

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

30 Day Return Policy

• • Not quite right for you? No problem — Our 30 Day Return policy gives you time to make sure the item you purchased is perfect for all the journeys you’re taking.
• • Refunds will be issued to the original method of payment.
• • Customers are responsible for all shipping expenses on the return of Herschel Supply products. Visit our Return Fees section for details.
• • Returned items must be unused and unwashed with the original tags attached.

100 Day Return Policy

• • Not quite right for you? No problem — Our 100 Day Trial policy gives you time to make sure it’s perfect for all the trips you’re taking.
• • Refunds will be issued to the original method of payment.
• • Customers are responsible for all shipping expenses on the return of Herschel Supply products.
• • Returned items must be unused with the original tags attached.
• • Our 100 Day Trial policy is void if your luggage has been used in transit.
• • *This policy only applies to our range of Herschel Heritage™ Hardshell Luggage.

Return Fees

• • Please note, you are responsible for organizing your return shipping and covering all expenses incurred during the return process.
• • All items must be returned unused, unwashed and with the original tags attached.
• • Once returned, the condition of the product is left to the discretion of Herschel Supply.

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.

• • Herschel Heritage™ Hardshell Luggage is exempt from our 30 day return policy and can be returned or exchanged within 100 days of the original purchase date.
• • A full refund excluding any applicable shipping costs will be provided.
• • All items must be returned unused, unwashed and with the original tags attached.
• • Once returned, the condition of the product is left to the discretion of Herschel Supply.

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.

• • If you purchased a product in the United States or Canada, you are welcome to visit one of our retail stores and return the product there.
• • On February 28, 2023, we made a major upgrade to our websites to improve our online services. If you purchased a product from January 28 to February 28, 2023, and would like to return the item, please use our customer service LiveChat or fill out the contact form to the right of this page.
• • If you’re having trouble requesting a return, please reach out to us on LiveChat or through our contact form for assistance. Select “Returns” as your subject and include your order number and request specifics in the description.
• • All items must be returned or exchanged within 30 days of the purchase date unused, unwashed and with the original tags attached.
• • Herschel Heritage™ Hardshell Luggage is exempt from our 30 Day Return policy and can be returned or exchanged within 100 days of the purchase date unused, unwashed and with the original tags attached.
• • Once our warehouse has received and processed your return, we'll be able to refund your original method of payment for the cost of the product.

• • Please note, you are responsible for organizing your return shipping and covering all expenses incurred during the return & exchange process.
• • A return shipping label will be provided via email after submitting your return request.
• • All returns must include the original packing slip and the RA (return authorization) number that was issued to you.
• • Please print your RA (return authorization) number clearly on the Returns Form.

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*

All sale items are final sale and cannot be exchanged unless otherwise required by local laws.

If you would like to exchange a product purchased from our online store, please fill out our contact form. Select Exchange as your subject line and be sure to include your order number, the item you would like to exchange, and the item you would like to exchange it for.  Alternatively, you can reach out to us via Live Chat.

Please note that exchanges are subject to product availability.  Items purchased on one of our websites (e.g. www.herschel.ca) may only be exchanged for items available and in-stock on the same website.

We will provide you with a RA number and Return Form to return the original item. You are responsible for shipping the original item back to our warehouse, and the associated shipping expenses.  We suggest using a service that provides tracking as Herschel Supply is not liable for lost shipments. 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 place your order for the new item.  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 only applies to purchases from our online store. If you are looking to exchange a Herschel Supply product purchased from another retailer, please contact the retailer directly.

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. All exchanged items must include the original packing slip as well as the RA number that was issued to you clearly printed on the Returns Form.

We stand behind the quality of our bags, hardshell 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 Apparel and Softshell Luggage Limited Warranty is listed in section 05. The Luggage & Apparel Limited Warranty is valid for 5 years, beginning on the date of purchase from an authorized Herschel Supply retailer and subject to applicable laws. Softshell luggage is defined as any soft-fabric product with wheels and/or a retractable trolley handle. 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.

If you discover a material or manufacturing defect, we will replace or repair 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. 

If you discover a material or manufacturing defect, we will replace or repair 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.

If you purchased your product from our online store (excluding intl.herschel.com):

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!

Our Herschel Heritage™ Hardshell Luggage is covered by our Limited Lifetime Warranty (see FAQ #1) and our softshell luggage is covered by our Apparel and Softshell Luggage Limited Warranty, the details of which are below.

For warranty purposes, “Softshell Luggage” is defined as any Herschel Supply products with soft-fabric bodies that have wheels and/or a retractable trolley handle. “Apparel” is defined as any Herschel Supply clothing products, including jackets, hats, pants, hoodies, sweaters and fleece. The Apparel and Softshell Luggage Limited Warranty is valid for 5 years, beginning on the date of purchase from an authorized Herschel Supply retailer. However, the Apparel and Softshell Luggage 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 or repair 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 and Softshell Luggage 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 and Softshell Luggage Limited Warranty does not cover misuse, neglect, accidents, abrasion, solvents or cleaning liquids, damage during transport or any modification to a Herschel Supply Luggage or Apparel item. To the extent that your Softshell Luggage 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 the Apparel and Softshell Luggage Limited Warranty.

We also cannot be held responsible for loss, damage or cost resulting from the use or loss of our Apparel or Softshell Luggage 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 and Softshell Luggage Limited Warranty.

Except as expressly stated in this section, Apparel and Softshell Luggage are 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.

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 redeemed for cash 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.

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.

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.

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.

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.

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.

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.

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.

All charges to your credit card will be reflected in your financial institutions foreign exchange rate.