Can I return my order?

You are always welcome to return your order FOR FREE by the original method of payment as long as the item(s) are returned in a resalable condition (with original packaging, tags and/or labels) within 14 days of receiving a product ordered. Please note, any initial shipping fee will not be refunded. 

If you would like to return your order, please follow the below instructions:

• Log in to your PHERO account.
• Navigate to the “Orders” section and select the “Request refund” option. Follow the instructions and please indicate the reason for return. Keep in mind that the initial shipping fee will be deducted from your returned amount . 
• Additionally please fill out and print this return sheet and place it inside your package, so we can identify your order number. If you do not own a printer, please write down your order number and name on a piece of paper and place it inside your returned package. 
• Pack your return securely (with original packaging, tags and/or labels) with the return form. 
• After receiving submitted by you request we will send you your shipping label within 24 hours, which you can use to return in your nearest drop off point. 

Please note:

• All returns have to have a filled out return form.
• All returns have to be shipped back to us within 14 days after delivery. This applies for full-priced and sale pieces.
• All pieces must be returned in their original condition, with all tags attached. Worn or damaged pieces will not be accepted for return, unless you have contacted us separately with a specific claim and we have accepted.
• When shipping your return, make sure the parcel is securely sealed, to avoid any damage.
• It take up to 14 calendar days to process your payment return, from the day we have received the parcel back into our warehouse. If the amount hasn’t shown on your account after that time, please contact us on info@shopphero.com.

Can I make changes to my order after the order has been placed?

Unfortunately we cannot make any changes to your order as soon as it has left our warehouse. To determine, whether it has already happened please contact us at info@shopphero.com as soon as possible to change your order. 

I want to exchange my item. How do I proceed?

If you wish to exchange an item for a different size or colour, please follow the return steps and place a new order. Please note, any initial shipping fee will not be refunded, and a return shipping fee will be charged.