Refund policy
Last updated: 8 October 2026
We want you to be happy with your HERZA purchase.
If something isn't right, please contact us at hello@herza.co.uk and we'll help.
Your statutory consumer rights are not affected by anything in this Returns & Refunds Policy.
1. Changed your mind?
When you buy from HERZA online, you generally have a statutory right to cancel your order within 14 days of receiving your goods, without giving a reason.
There are some legal exceptions to this right, including certain sealed goods that are not suitable for return for health-protection or hygiene reasons once they have been unsealed.
Because HERZA earrings are intended to be worn through pierced ears, we supply them in packaging with a tamper-evident hygiene seal.
If you think you may want to return your earrings:
Please do not break or remove the hygiene seal.
If the statutory hygiene exception applies, breaking the seal after delivery means that the statutory cancellation right no longer applies to those goods.
The hygiene seal does not affect your statutory rights if an item is faulty, damaged, incorrectly supplied or otherwise does not conform to the contract.
2. How to cancel an order
If the statutory cancellation right applies to your purchase, email us at:
Please include:
- Your name
- Order number
- The item(s) you wish to return
- Confirmation that you wish to cancel the purchase
You do not need to give a reason for cancelling.
You can also use the following wording if you wish:
I hereby give notice that I wish to cancel my contract for the purchase of the following goods:
Order number:
Name:
Date ordered:
Date received:
You do not have to use this wording. Any clear statement that you wish to cancel is sufficient.
3. Returning your order
If you cancel under your statutory cancellation rights, you must return the applicable goods to us without undue delay and normally within 14 days of telling us that you wish to cancel.
We will provide you with the return address and instructions when you contact us.
Unless the goods are faulty, damaged or incorrectly supplied, you are normally responsible for the cost of returning the goods.
We recommend using a tracked postal service and keeping your proof of postage.
4. Condition of returned items
Where the statutory cancellation right applies, you may handle the goods to the extent reasonably necessary to establish their nature, characteristics and functioning — broadly, the sort of inspection you would reasonably be able to carry out in a shop.
For earrings supplied with a hygiene seal, please do not open the sealed packaging if you think you may wish to cancel.
Where the statutory hygiene exception applies, opening the sealed packaging means that the statutory cancellation right no longer applies.
Where the cancellation right otherwise applies, if goods have been handled beyond what is reasonably necessary and their value has been diminished as a result, we may be entitled to deduct the resulting loss in value from your refund.
5. Refunds for cancelled orders
When you validly cancel an order, we will refund the payments we are required to refund under applicable law.
This normally includes:
- The price paid for the returned goods
- The cost of our standard delivery service
If you selected a more expensive delivery option, we are generally only required to refund the amount equivalent to our standard delivery charge.
We will normally refund you using the same payment method you used to make the original purchase.
Where goods need to be returned, we may withhold the refund until we receive the goods back or you provide evidence that you have sent them back, whichever happens first.
6. Faulty, damaged or incorrect items
If your item:
- Arrives damaged
- Is faulty
- Is not the item you ordered
- Is significantly different from its description
please contact us at hello@herza.co.uk.
Please include your order number and, where possible, photographs showing the problem.
We will assess the issue and provide the appropriate remedy under your statutory consumer rights.
You do not lose your statutory rights because an item's hygiene seal has been opened if the issue is that the item is faulty, damaged, incorrectly supplied or otherwise does not conform to the contract.
Where an item is faulty, damaged or incorrectly supplied, we will explain the appropriate return and refund, repair or replacement arrangements.
7. One-of-a-kind and limited-edition items
Our one-of-a-kind and limited-edition products are subject to the same applicable statutory consumer rights as our other products.
Being one-of-a-kind does not, by itself, make an item non-returnable.
However, where a one-of-a-kind or limited-edition earring is supplied with a hygiene seal, the sealed-goods hygiene exception described above may apply if the sealed packaging is opened after delivery.
8. Exchanges
We do not currently offer direct exchanges.
If you wish to purchase a different HERZA product, you can place a new order.
Where you have a statutory right to cancel your original purchase, you can exercise that right in accordance with this policy.
9. Sale items
Sale items have the same statutory consumer rights as full-price items.
A discount or sale price does not remove your statutory rights where an item is faulty, damaged, incorrectly supplied or otherwise does not conform to the contract.
10. Contact us
If you have a question about a return, refund or cancellation, please contact:
HERZA
Sarah Kilkenny, trading as HERZA
hello@herza.co.uk
We'll do our best to sort things out quickly and fairly.