Frequently Asked Questions

Last Updated: June 2026

Shipping & Delivery

How long does delivery take?

Orders are processed within 1–3 business days (Monday–Friday).

Once dispatched, delivery typically takes 7–15 business days.

The total estimated delivery time is 8–18 business days from the date of purchase.

Do you offer free shipping?

Yes. We offer free standard shipping on all orders delivered within the United Kingdom.

How can I track my order?

Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking information.

You can also monitor your shipment using the Track Order page on our Website.

Will my order arrive in one package?

Most orders arrive in a single shipment. However, some items may be shipped separately depending on stock availability, warehouse location, or package size.

Orders & Changes

Can I cancel my order?

Orders may be cancelled within 24 hours of purchase, provided they have not entered processing or been dispatched.

After this period, cancellation may not be possible.

Can I change my shipping address?

Shipping addresses may be updated within 24 hours of placing an order.

If you need to make changes, please contact us as soon as possible.

Returns & Refunds

What is your return policy?

We offer a 30-day return period beginning on the day your order is delivered.

To qualify for a return, items must be returned in their original condition and packaging.

How do I return an item?

To request a return, please contact us at info@shopherena.com.

Our support team will review your request and provide the appropriate return instructions and return address.

Who pays for return shipping?

If an item arrives damaged, defective, or incorrect, Herena will cover the cost of return shipping.

For change-of-mind returns, customers are responsible for return postage costs.

Is there a restocking fee?

No. We do not charge any restocking fees on approved returns.

When will I receive my refund?

Once your returned item has been received and inspected, approved refunds are typically processed within 10 business days.

Depending on your bank or payment provider, additional processing time may apply before the funds appear in your account.

Do you offer exchanges?

Yes. If you would like to exchange an item, please contact our support team and we will assist you with the process, subject to product availability.

Product Issues

What should I do if I receive a damaged item?

Please inspect your order upon delivery and contact us as soon as possible if an item arrives damaged.

Providing clear photographs of the item and packaging will help us review the issue and arrange an appropriate resolution.

What if I receive the wrong item?

If you receive an incorrect item, please contact us as soon as possible.

We will investigate the issue and arrange a replacement, refund, or alternative resolution where appropriate.

Payments & Security

What payment methods do you accept?

We accept Visa, Mastercard, American Express, Apple Pay, Google Pay, Shop Pay, and any other secure payment methods displayed at checkout.

Is my payment information secure?

Yes. All transactions are encrypted and securely processed through trusted payment providers.

Herena does not store payment card information on its servers.

Customer Support

How can I contact customer support?

Website: https://shopherena.com

Email: info@shopherena.com

Phone: +44 7380 376365

What are your customer service hours?

Monday – Friday: 9:00 AM – 5:00 PM GMT

Saturday – Sunday: Closed

How quickly do you respond to enquiries?

Most enquiries are answered within 24–48 business hours.