Don’t love it? Don’t stress!
Online Returns/EXCHANGE
For purchases made online.
Step 1: Go online
-Click here to go to the Contact page.
-Fill form to Start a Return or Exchange with message: “Return product & Order No” or “Exchange product & Order No”
-Please make sure the order number is correct and Submit the form.
Step 2: Unique returns/exchange address
-Check your inbox, you’ll receive a unique address.
-Post your return/exchange to this address – no form needed.
-Please provide your ‘bank name’ and ‘account number’ for refunds or your ‘address’ for exchange delivery.
Step 3: Return or Exchange your products
-Re-wrap the products.
-Post your return/exchange (customer is to bare the postage cost for returns or exchange).
Once received, we’ll process the refund or exchange and notify you via email. Your refund will be credited back to you in the next 3-5 days, depending on the payment method used to place your order.
If you are exchanging a product, it will be delivered to you in the next 7-10 days (depending on the shipping service provider) at no extra cost.
If the item returned does not meet our Returns Policy below your order will be sent back to you.
In-store Returns
In store purchases can only be returned in-store.
*Online purchases can also be returned in-store.
Step 1: Go in-store
-Search for “Hernani” on Waze/Google Maps to find your nearest store.
-Take your item(s) to the nearest store.
Step 2: Speak with staff
-Provide the team member in store your unwanted item.
-Show proof of purchase.
-If you paid using a credit card please bring the same card with you.
Step 3: Receive an exchange or refund
-Once the returns policy has been met, you’ll receive an exchange or refund on the spot.
Exchange conditions:
-Exchanges for the same item in a different size will not incur any additional charges.
-If the new item is a different product (including a different colour) and there is a price difference you may need to pay the difference or receive a partial refund.
Refunds
-If you request a refund, the purchase price (excluding delivery charges for online orders) will be refunded.
-If you paid using a card, please bring the same card with you as we will refund back to your card.
POLICY
Faulty Returns
We want you to be satisfied with your purchase but if the products are faulty, wrongly described or different from a sample shown, we’re so sorry! We will meet our legal obligations in which the products were purchased. Just follow the returns process above in-store or online.
Change of Mind Returns
Not in love? That’s fine! If you change your mind about the products you purchased from us online or in-store, we will refund the purchase price, or exchange those products in-store in which they were purchased, subject to the following conditions:
1. Products purchased from any HERNANI retail or online store can be returned at any time by the customer with proof of purchase;
2. The returned items must not be swimwear, underwear, earrings, cosmetics, charity items, seconds, samples customised personalised items or gift cards;
3. All items will be returned to the original forms of payment, otherwise an exchange or store credit will be issued;
4. Items must be in original sale condition (unworn, unwashed, or otherwise unused with original tags/labels attached);
5. You may be asked to provide personal details for returns or exchanges. These details will be used for the purpose of processing the return; and
6. Items purchased online can be returned in store with proof of purchase. In the case of online purchases, refunds will not include the cost of shipping, except as provided below.
Shipping costs may be refunded on faulty items only if the entire order is being returned and the customer provides proof of the shipping amount.
CONTACT US
For more information about our return policy, if you have questions, or if you would like to make a complaint, please contact us by e-mail at hello@hernanionline.com or by mail using the details provided below:
8A, Jalan Plumbum Q7/Q, Seksyen 7, 40000, Shah Alam, Malaysia.
Tel +603 5523 8698
HERNANI and HERNANI ONLINE is wholly owned by HerStyle, Company registration number (SSM) SA0216006-K.