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Customer Care - FAQ

To Start a Return

Starting Returns And Exchanges Icon

Pick one of the following simple choices:

  • Please reuse the original shipping box or bag to return your item(s).
  • Convenient Pre-Paid Label
    • You pick your carrier.
    • Please insure your package, we are not liable for lost packages.
    OR
    Do-it-Yourself Label
    • $7.50 will be deducted from your return credit.

    Shipping

    How much do you charge for shipping?
    We offer FREE standard domestic shipping with a purchase of $70 or more.

    HerRoom Shipping Methods for the United States
    Shipping Method Delivery Time* Orders Under $70 Orders $70+
    Standard 3-6 business days $5.00 FREE!
    Expedited Services
    FedEx 2-Day Guaranteed Delivery
    2 business days via FedEx
    $10.00 $5.00
    FedEx Overnight Guaranteed Delivery
    Next business day via FedEx
    $25.00 $20.00
    USPS Priority 3-5 business days. $7.00 $2.00
    USPS Express 1-2 business days. $30.00 $25.00

    Please note:

    • Orders placed on our sites by 12 noon CST (Mon. thru Fri.) will be processed & shipped same day.
    • 85% of our packages are delivered to our customers within 5 or less business days. Rural areas may experience up to 8 business days.
    • All our packages are delivered via USPS unless a different carrier has been chosen during check out.
    • 80% of our FedEx 2-Day packages arrive to our customers the next business day.
    • FedEx 2-Day and FedEx Overnight are unable to deliver to PO Boxes, APO/FPO addresses, or U.S. Territories.
    • Some states tax shipping costs. Should your order qualify, this additional tax will be reflected in your checkout total.
    • For questions about international orders, please see our International Order Section for shipping information.
    • Business days exclude weekends and holidays.

    When will my order ship?

    If your in-stock order is placed by 11am CST, it will ship the same day (weekends and holidays excluded).

    We have a variety of shipping options to get your order quickly (will link shipping options to the chart above)

    Need a quick gift? Send an e-gift certificate today!

    Can I track my order?

    Yes. Once your package has shipped, you will receive an order confirmation e-mail with a tracking number and quick link to track your package. This information is also available in MyRoom.

    If you are shipping via UPS, and would like to track the movement of your package, please sign up for UPS MyChoice.

    Returns & Exchanges

    What is HerRoom's Return Policy?

    We want you to love your purchase! If you aren't 100% satisfied with your item(s), send it back in new condition within 30 days for a refund.

    • Returned items must be in unworn, unwashed, odor-free condition, with original tags and original packaging.
    • Items returned within 30 days will receive a credit back on the initial credit card or account.
    • All items marked "final sale" are not eligible for return. This includes final sale items with .99 price endings.
    • While we strive to accept all returns, damaged/unsaleable items will not be credited or refunded. Should you wish to have these items returned to you, we are happy to do so provided you contact us in writing and include arrangements for the cost of the return.
    Start Your Return

    Who pays for return shipping?

    If you are returning or exchanging an item, you are responsible for the return shipping cost. When you process a return, you can either choose to download a pre-paid shipping label for a fee of $7.50, which will be deducted from your return credit, or a do-it-yourself label. If you choose to return the item(s) yourself, we recommend that you use an insured, traceable method. HerRoom will not be held accountable for lost packages.

    Are there restocking fees?

    In the case of a normal return, no. You will only be expected to pay the return shipping fee. However, please understand that refusing delivery of one of our packages will create a $10 shipping/restocking fee, which will be deducted from your refund once it is returned to us.

    What happens if I was shipped the wrong item?

    In the unlikely event that we inadvertently shipped incorrect merchandise, please contact us immediately at 214-838-5955. A photo of the item may also be requested. We will issue you a pre-paid label for your return, and you will not be charged for the shipping cost of the replacement product.

    How do I return or exchange an item?

    To return or exchange an item, follow these steps:

    1. Go to HerRoom's "Start Return" page and either sign in to your account, or start a Guest Return

    2. Choose one of our two easy ways to return your merchandise to HerRoom:

    o Prepaid mailing label ($7.50 deduction will be taken from your return credit)
    o Do-it-yourself mailing label (you pick your carrier - please insure your package, as we are not liable for lost packages)

    3. Print your mailing label and mail your package back to us

    Please note:

    If you need your exchange item(s) quickly, we can place a new order for you and have it shipped as soon as possible. Once we've received your returned item, you will be credited back to your original form of payment.

    Please allow five business days for your return or exchange to be processed once we have received your package. We will notify you via e-mail once we have received and processed your return. Shipping fees on your original order are non-refundable.

    You will receive several emails throughout your returns & exchanges process.

    International Orders

    Does HerRoom accept international orders?
    Yes! We ship internationally to over 100 countries and territories through our shipping partner Borderfree. Our international customers can see product prices in their local currency, guaranteed order totals, cost-effective international shipping options and more. To see prices in your country's currency, simply click on the flag icon in the upper right corner of our home page and select your country from the menu that appears.

    What is Borderfree?
    HerRoom partners with Borderfree, a global e-commerce provider, to offer international shopping. Borderfree allows us to show all our prices in your currency and displays your final total during Checkout. Borderfree also lets us take advantage of a fast, reliable shipping network.

    When you place an international order, your transaction will be with Borderfree, but HerRoom is happy to handle all your customer service needs.

    How much does international shipping cost?
    International shipping cost is based on a number of factors including desired shipping speed, the weight of your items, and your country. Your shipping costs will be calculated and guaranteed during the Borderfree check-out process and will be based on what you are purchasing and your shipping destination.

    • CAD $40 and less is NOT subject to customs duties and taxes.
    • CAD $40.01 - $150 is not subject to customs duties, subject to taxes only.
    • CAD $150.01+ is subject to customs duties and taxes.

    When will my international order ship?
    You will be quoted a specific delivery timeframe at the time of check-out based on your selected destination country and shipping methods.

    Can I track my international order?
    Once your package has cleared our international shipping facility and is on its way to you, you will receive a shipment confirmation email from Borderfree with your tracking information. You can also track your package through Borderfree with your order number.

    What is the HerRoom return policy for International orders?
    We want you to love your purchase! If you aren't 100% satisfied, you can return your purchase for a refund. Please note: we only accept new, odor-free merchandise with tags.

    To begin an international return, please email us at customerservice@herroom.com and request a Return Merchandise Authorization (RMA). You will then receive an email from Borderfree with mailing instructions, drop-off locations and shipping costs related to returning the item(s).

    Once your return is received and inspected, you will be issued a refund to your original form of payment. Please allow up to 5 days for us to process your return once we receive it.

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