Terms of service
Last updated: 8 October 2026
Welcome to HERZA.
These Terms & Conditions apply when you use the HERZA website or purchase products from us.
HERZA is operated by Sarah Kilkenny, trading as HERZA, a sole trader based in the United Kingdom.
Business address: 8 Sefton Road, Epsom, United Kingdom
Email: hello@herza.co.uk
By placing an order with us, you agree to these Terms & Conditions.
Nothing in these Terms & Conditions affects your statutory rights as a consumer.
1. About HERZA
HERZA is an independent jewellery and accessories brand.
Our products are designed and produced in limited quantities. Some products may be handmade or hand-assembled, and small variations between individual pieces may occur as a natural result of the production process.
Where a product is described as handmade, hand-finished or individually produced, minor variations in appearance are not necessarily defects.
2. Products
We make every reasonable effort to ensure that product descriptions, photographs, dimensions and colours are accurate.
Colours displayed on screens can vary depending on your device and settings, so the appearance of a product may differ slightly from the images shown on our website.
Product availability is subject to stock.
Some HERZA products are produced in limited quantities and may not be restocked once sold out.
3. Prices
All prices displayed on the HERZA website are in pounds sterling (£).
The price payable for a product is the price displayed at the time you place your order.
Delivery charges are shown separately during checkout.
We reserve the right to change prices at any time, but price changes will not affect orders that have already been accepted.
4. Placing an order
When you place an order through our website, you are making an offer to purchase the products in your order.
After placing your order, you will receive an order confirmation by email acknowledging that we have received your order.
A contract between you and HERZA is formed when we accept your order.
We may decline or cancel an order in limited circumstances, for example where:
- A product is unavailable.
- There is an obvious pricing or product description error.
- We reasonably suspect fraudulent or unauthorised activity.
- We are unable to fulfil the order for another legitimate reason.
If we cancel an order after payment has been taken, we will refund the amount paid.
5. Payment
Payment is made through the payment methods available at checkout.
Payment must be received before an order is dispatched.
We do not store your full payment card details ourselves.
Payment processing is handled through Shopify and its payment providers.
6. Delivery
We currently deliver to UK addresses only.
Our standard delivery service is:
Royal Mail Tracked 24 — £4.95
We aim to dispatch orders within 1–3 working days, Monday to Friday, excluding UK public holidays.
Royal Mail Tracked 24 has a next-working-day delivery aim, but this is an aim rather than a guarantee.
Delivery times can vary depending on the destination and circumstances.
For full information about delivery, please see our Delivery & Shipping page.
Once an order has been handed to Royal Mail, we cannot control the carrier's delivery process. However, if there is a problem with your delivery, contact us at hello@herza.co.uk and we will do our best to help.
7. Delivery problems
Please make sure that your delivery address is correct before completing your order.
If you provide an incorrect address and the order has already been dispatched, we cannot guarantee that we will be able to redirect or recover the parcel.
If you realise that your address is incorrect before dispatch, contact us as soon as possible at hello@herza.co.uk.
If your order is delayed or appears to be lost, please contact us and we will investigate the situation with Royal Mail where appropriate.
8. Your statutory right to cancel
When you buy products from HERZA online, you generally have a legal right to cancel your order within 14 days of receiving the goods, without giving a reason.
This statutory cancellation right applies to most online purchases of goods, but there are exceptions provided by law.
Sealed goods and hygiene
The statutory cancellation right does not apply where the law provides an exception for sealed goods which are not suitable for return for health-protection or hygiene reasons, where those goods become unsealed after delivery.
HERZA earrings are supplied in packaging with a tamper-evident hygiene seal.
Where an earring is a sealed good to which the statutory hygiene exception applies, breaking or removing the hygiene seal after delivery means that the statutory cancellation right no longer applies to that good.
If you think you may wish to cancel your order, please do not break or remove the hygiene seal. Contact us at hello@herza.co.uk and we will explain the return process.
The existence of the hygiene seal does not affect your statutory rights where an item is faulty, damaged, incorrectly supplied or otherwise does not conform to the contract.
How to cancel
If the statutory cancellation right applies to your purchase, you must tell us that you wish to cancel within the applicable cancellation period.
You can contact us at:
You do not have to use a particular form or wording to exercise your cancellation right.
Model cancellation wording
You may 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:
Date ordered:
Date received:
Name:
Address:
Signature (only required if this form is submitted on paper):
Date:
If your order contains multiple products that are delivered separately, the cancellation period generally runs from the day you receive the final product in that order.
9. Hygiene and sealed earrings
For hygiene reasons, HERZA earrings are supplied in sealed packaging with a tamper-evident hygiene seal.
The purpose of the seal is to provide a clear indication that the earring packaging has not been opened after dispatch and to protect the hygiene of products intended to be worn through pierced ears.
If you receive earrings and think you may wish to cancel your order, please do not break or remove the seal.
Where the statutory hygiene exception applies, an earring that has been unsealed after delivery is no longer subject to the statutory 14-day cancellation right.
The hygiene exception is separate from your rights concerning faulty or incorrect goods.
If an earring is faulty, damaged, incorrectly supplied or otherwise does not conform to the contract, please contact us at hello@herza.co.uk, regardless of whether the hygiene seal has been opened.
10. Returning goods after cancellation
Where you have a statutory right to cancel and choose to exercise it, you must return the goods to us without undue delay and normally within 14 days of telling us that you wish to cancel.
Unless the goods are faulty, damaged or not as described, you are normally responsible for the direct cost of returning goods that you cancel under your statutory cancellation rights.
Products should be returned in a condition that allows us to determine their nature, characteristics and functioning.
You may handle products to the extent reasonably necessary to inspect them, similar to how you would be able to inspect them in a shop.
Where the cancellation right applies, if goods have been handled beyond what is reasonably necessary and their value has been diminished as a result, the law may allow us to deduct the resulting reduction in value from your refund.
This does not override the sealed-goods hygiene exception described above.
11. Refunds
Where you cancel an order under your statutory cancellation rights, we will refund the payments we are required to refund under applicable law.
This normally includes the cost of our standard delivery service.
If you chose a more expensive delivery option than our standard delivery service, we are generally only required to refund the cost of the standard delivery option.
We will normally issue your refund using the same payment method used for the original transaction.
Where goods are being returned, we may wait until we receive the goods back or you provide evidence that you have sent them back, whichever occurs first, where permitted by law.
12. Faulty, damaged or incorrect products
Your statutory consumer rights are not affected by these Terms & Conditions.
Products supplied by HERZA must be as described, of satisfactory quality and fit for purpose as required by applicable consumer law.
If your product:
- Arrives damaged
- Is faulty
- Is not what you ordered
- Is significantly different from its description
please contact us at hello@herza.co.uk.
Please include your order number and, where appropriate, photographs showing the problem.
We will assess the issue and provide the appropriate remedy in accordance with your legal rights.
The sealed-goods hygiene provision does not remove your statutory rights in relation to faulty, damaged, incorrectly supplied or otherwise non-conforming goods.
13. Limited-edition and one-of-a-kind products
Some HERZA products are deliberately produced in very limited quantities.
Where a product is described as one-of-a-kind, only one example is available.
Once a limited-edition product has sold out, we may not reproduce it.
Limited-edition and one-of-a-kind products remain subject to applicable statutory consumer rights.
Being one-of-a-kind or limited edition does not, by itself, remove a customer's statutory cancellation or refund rights.
Where a one-of-a-kind or limited-edition earring is supplied with a hygiene seal, the same sealed-goods provisions described in Sections 8 and 9 apply where the statutory hygiene exception applies.
14. Intellectual property
All content on the HERZA website, including:
- Product photography
- Artwork
- Product designs
- Logos
- HERZA branding
- Text
- Graphics
- Illustrations
is owned by or licensed to HERZA unless otherwise stated.
You may not reproduce, copy, modify, distribute, sell or commercially exploit HERZA content or designs without our written permission.
15. Website use
You agree not to misuse the HERZA website or attempt to interfere with its normal operation.
We may restrict access to the website where reasonably necessary to protect our business, customers, website or systems.
We make reasonable efforts to keep the information on the website accurate and available, but we cannot guarantee that the website will always be available, uninterrupted or completely free from errors.
16. Our liability
Nothing in these Terms & Conditions excludes or limits liability where doing so would be unlawful.
Nothing in these Terms & Conditions affects your statutory consumer rights or our legal responsibility for matters that cannot lawfully be excluded or limited.
We are not responsible for losses that are not reasonably foreseeable or that arise from circumstances outside our reasonable control, subject always to your statutory consumer rights.
17. Events outside our control
We will not be responsible for delays or failures caused by circumstances outside our reasonable control.
This may include events such as:
- Severe weather
- Natural disasters
- Major transport disruption
- Strikes or industrial action
- Power or telecommunications failures
- Cybersecurity incidents
- Government action
- Other circumstances that we could not reasonably have prevented
This does not affect your statutory rights.
18. Privacy
Our Privacy Policy explains how we collect and use personal information.
You can read our Privacy Policy on the HERZA website.
19. Changes to these Terms
We may update these Terms & Conditions from time to time.
The version that applies to your order is the version in force when you place your order.
Changes made after an order has been accepted will not retrospectively alter the terms of that order unless required by law or agreed with you.
20. Governing law
These Terms & Conditions are governed by the law of England and Wales.
If you are a consumer living elsewhere in the UK, you will continue to benefit from any mandatory consumer protections available to you under the law applicable to your circumstances.
21. Contact us
If you have any questions about these Terms & Conditions, an order, a return or a product, please contact:
HERZA
Sarah Kilkenny, trading as HERZA
8 Sefton Road, Epsom, United Kingdom
hello@herza.co.uk