Here at The HER Brand, we strive to make every shopping experience satisfactory for our customers. See below for answers to questions regarding shipping, returns, and other inquiries.
ORDERING AND PAYMENT
I'm in love with an item, but it's out of stock on the site. What should I do and how often do you restock?
Good news! We make up our new items frequently, especially our most popular items. You can be notified by email. Once the item is restocked, you’ll be notified right away.
I am an international customer and I am not sure how much I'll be charged for a purchase.
HER Brand is proud to serve our customers from all over the world! All pricing on our site is in USD, the conversion rate would depend on your issuing credit card company being used on the transaction.
What payment methods do you accept?
The HER Brand offers a variety of payment options. We accept Visa, MasterCard, Discover, and American Express cards. We also take PayPal.
I placed an order but never received a confirmation email.
If you do not receive an email from The HER Brand within hours of placing your order and it’s not in your Spam folder, please contact our Customer Care via email for assistance to update your order.
How do I change or cancel my order?
We’re super quick at processing orders to make sure that you receive them as soon as possible. You can change your order as much as you like before you click “Checkout” but after this point, you will be unable to make changes to your order. Keep in mind our system is designed to fulfill orders as quickly as possible. We cannot cancel or change an order once it has been placed. In such a case, you can, however, return the item to us in accordance with our Returns Policy. If we sent out your package and your items are returned to us (Packages marked "Return to Sender") due to an incorrect/undeliverable address, you will be held responsible for the initial cost of shipping the package.
How long after I place my order will it ship?
Orders are shipped Monday through Friday, excluding weekends and holidays. It may take up to 72 hours for an order to be processed. Kindly note shipping may be delayed by our verification team if confirmation is needed for the order. For customers selecting 1- Day Shipping, please keep in mind your order must be placed before 1 pm PST to leave the same day Monday - Thursday.
I am an international customer. What are the rates I should expect to pay?
The HER Brand is not responsible for applicable customs fees, import duties, taxes, or any other charges. The customer is responsible for the charges, even if the shipment is refused upon delivery. If the package is returned to our office, there will be a bounce-back fee.
I placed an order, but haven't seen any movement from The HER Brand. What's going on?
There are several reasons why your order may have been delayed. Either your order was flagged for risk of fraud, or we needed to contact you to verify your personal information. In all cases, we will reach out to you as soon as an issue is indicated and proceed to ship your items as quickly as possible.
What company does The HER Brand use to ship packages?
We offer USPS Priority mail, both domestic and internationally. Our expedited shipping is processed with FedEx.
How long does shipping within the US take?
It usually takes 7-10 business days to ship within the US.
How long does it take to ship internationally?
It usually takes 10-14 business days to arrive in your country. However, in some instances, delivery may be delayed depending on your country's customs.
Do you refund shipping fees?
Shipping fees are non-refundable.
How do I know my package has shipped and is on its way?
Once you place an order, you will receive an automatic confirmation email. Once your order has been processed and is leaving, you will receive another automatic email with shipping information.
TRACKING MY ORDER
How can I track my package (domestic)?
In your shipping confirmation email, you'll get a link to the tracking history. From there, you can monitor your package's progress until it's delivered to your door. Or, visit USPS.com and enter the tracking number emailed to you.
How can I track my package (international)?
In your shipping confirmation email, you'll get a link to the tracking history. In some cases, the tracking information will only be provided up until the package leaves Philadelphia as air mail. From there, please plan an additional 10-14 business days before delivery.
I placed an order two weeks/a while ago and just realized I've been getting several emails from The HER Brand… What's the deal?
In the event we need to verify your order or need to contact you regarding your order in general, we will attempt to email you. If we are unable to reach you several times after 7 business days, we will cancel your order. If you notice a message from The HER Brand via email, please email us back as soon as possible to avoid having your purchase canceled.
My tracking info shows my package was delivered, but I never received it.
The HER Brand provides customers with the option to track packages. If the tracking information states that your items have been delivered but you have not received it, you must contact the United States Postal Service and discuss the issue with them. Reach USPS at 1 (800) 222-1811 for domestic or international assistance. Please check around your neighborhood in case another home received it by mistake. Speak with family, roommates, etc. in case they received it on your behalf. The package may also have been left with property managers. We will do our best to assist you, but The HER Brand does not hold responsibility for packages that are lost or stolen. Please contact your local mail carrier and post office to file a claim.
I am in the United States and want to return an item I am not satisfied with.
If you are not happy with your purchase, please send it back to our within 14 days of the delivery date. Merchandise must be unworn and unwashed. If returning by mail, we suggest using USPS flat rate shipping for convenience. You will be responsible for covering shipping costs to return items, and shipping charges must be prepaid.
I am an international customer and I want to return an item.
Please contact us before returning an item, as there are special circumstances when we cannot accept a return from an international location. We will do our best to accommodate. We are not responsible for returns until they reach us.
My package is being returned to you, what do I do now?
All packages returned to us due to an invalid address will be restocked. We are not able to reship an order as all returned shipments are processed by our Returns Department.
Where do I send my return to?
Please address your package to:
The HER Brand
604 Fern ST
Yeadon, PA 19050
How long does it take to process returns?
Returns are processed within 2-5 business days after your item(s) are received. Once your return has been processed, you will be notified via email. Please keep your return tracking number for your records.
Does The HER Brand do exchanges?
Because we can't ensure our HER Babes will be issued the style/size they desire by the time their returned items come back to our offices, we can only do exchanges by mail.
Does The HER Brand issue refunds?
We do issue refunds.
I got my order, but an item is missing/defective/not what I ordered. What do I do?
Once you receive your order, thoroughly check your delivered items immediately. If you believe an item is missing/defective/not part of your order, you must contact our customer care department within two days of receipt and let us know.
I'm an international HER Babe. How do I find out what my size is?
To accommodate our customers around the globe, we provide a detailed Size Guide for our HER Babes to reference.