Returns & Refunds policy
At Her on , we value your satisfaction and want to ensure a seamless shopping experience. Please review our exchange and return policy below. You may cancel a purchase at any time before your order is confirmed and up to 5 days after delivery, starting from the day the product is received by you or a designated recipient (excluding the carrier). Within this 5 day period, you may return any purchased product and request a refund.
Exchanges
We currently do not offer direct exchanges. If you wish to receive a different item, please return the original item and place a new order.
Return & Refund
Returns & refunds within 5 days are accepted with a shipping charge of AED 22 per way.
Customized orders cannot be exchanged or returned.
Sale items cannot be returned or exchanged.
Non-Returnable Items: Certain items, such as earrings, may be excluded from returns due to hygiene reasons or other restrictions.
Condition: Returned products must be in their original, unused condition, with all original packaging, tags, and accessories. Items that are damaged, worn, or altered are not eligible for returns, and refunds will not be processed.
Refund Processing: Refunds will be processed within 7-10 business days once we receive and inspect the item.
We will refund any money received from you using the same method originally used by you to pay for your purchase.
Defective or Incorrect Items
If you receive a defective, damaged or incorrect item, please contact our customer service team. We kindly ask customers to inspect their order upon receipt and contact us within 48 hours of receiving it. We will arrange a replacement or refund and cover the return shipping costs.
How to Start Your Return or Exchange
Reach out to our customer support team via email or phone.
Our customer service email: support@heronjewellery.com / +971501240557
Provide your order number and the reason for return or exchange.
Please provide the correct pickup address along with the preferred pickup time to ensure a smooth and timely collection of your return.
To return the Product(s), you should package the parcel securely using the original packaging and hand it to our logistics partner which will be communicated to you at the time for return.
Return Policy for Cash on Delivery (COD) Orders
If you have placed an order using Cash on Delivery (COD) and wish to return the item, please follow the steps below:
Initiate Your Return
Send us an email or WhatsApp message with your order number, reason for return, and bank account details where we can process your refund.
Refund & Deductions
Once we receive the item and inspect its condition, we will process your refund.
Please note that the shipment cost(if paid on time of delivery) and return shipment cost will be deducted from the refund amount.
Refund Confirmation
Once the refund is processed, a refund slip will be sent to your official email address used for the return request.
Order Cancellations
Orders can be canceled within 3 hours of order confirmation.
If your order has been paid and you need to cancel it, you must contact us within 3 hours for refund through email support@heronjewellery.com
Once the packaging and shipping process has started, the order cannot be canceled.
Shipping Address Accuracy
Customers must provide a complete and accurate shipping address.
Missing or incorrect details may delay shipment.
Refunds or cancellations are not accepted for delays due to incomplete addresses.
Delivery Responsibility
We are not responsible for delivery failures caused by circumstances beyond our reasonable control, including instances where you are not available to receive your order or request a postponement of delivery.
It is your responsibility to ensure you are available to receive your order at the scheduled delivery time.
Our couriers will make up to three phone calls to coordinate the delivery time slot with you.
Delivery will be attempted up to three times before the order is canceled.
Contact Us
If you have any questions about our Returns and Refunds Policy, please contact us by e-mail support@heronjewellery.com