HOW MUCH ARE THE SHIPPING COSTS?

Within Germany, shipping is free for orders over €200; for orders under this amount, a charge of €4.90 applies.

WHEN WILL MY ORDER BE PROCESSED?

Once your order has been confirmed and accepted by us, our shipping team strives to process it as quickly as possible so that it is ready for shipment within 1 to 2 business days. Orders placed on weekends and public holidays will be processed on the following business day. Please allow an additional 3 to 4 business days for processing your order due to increased order volume.

WHEN WILL MY ORDER BE SHIPPED?

The shipping date of your order depends on the order processing time. Our shipping team aims to process all orders as quickly as possible. We aim to ship all orders from our warehouse near Berlin within 1 to 2 business days of purchase. Please allow an additional 3 to 4 business days for processing your order due to increased order volume.

MY ORDER HAS BEEN SHIPPED. WHEN WILL MY ORDER ARRIVE?

Once your order has been shipped by our shipping team, the delivery period depends on the shipping method selected at checkout, the shipping carrier, and your location in relation to our warehouse near Berlin. Please note that delivery times are in addition to processing times.

Germany: Standard Shipping - Please allow up to 2-4 business days with Deutsche Post or DHL after processing to receive your order.

DO YOU OFFER SAME-DAY DELIVERY?

No, we currently do not offer same-day delivery. If you wish to receive your order as quickly as possible, please leave a note with your order at checkout, and we will do our best to process your order faster.

I ENTERED THE WRONG ADDRESS FOR MY ORDER. HOW CAN I UPDATE IT?

If you entered an incorrect shipping address for your order and your order has not yet been shipped, please contact our team at team@studiohertzberg.de as soon as possible. Please note that once your order has been shipped from the warehouse, we can no longer change the shipping address.

HOW CAN I TRACK MY ORDER?

Once your order has been shipped, you will receive an email confirmation with a tracking number and a link. Please allow up to 48 hours for updates to appear on the tracking page after notification.

WHICH SHIPPING CARRIERS DO YOU USE?

We currently work with Deutsche Post and DHL for all deliveries.

RETURN ADDRESS

Lea Strunk e.K.
Studio Hertzberg
Stuttgarter Straße 47
12059 Berlin
Germany

WHAT IS YOUR RETURN POLICY?

Please ensure that your item(s) are eligible for return and comply with our return policy. Items must be returned in their original condition, with all original tags and hygiene stickers still attached and received back by us within 30 days from the date of purchase. Items showing stains, sweat or deodorant marks will be returned to the customer.

WHEN WILL MY RETURN BE PROCESSED?

Returns can be inspected and processed by us up to 14 business days from the delivery date. Once your return or refund has been processed, you will receive an email notification.

WHEN WILL I RECEIVE MY REFUND?

If your returned items are eligible for a refund, please allow up to 14 business days from the delivery date for us to inspect and process the returned items. Refunds will be processed using the original payment method used to place the order. Depending on your payment method and financial institution, please allow up to 10 business days for the refunded amount to appear. We recommend checking with your payment provider for current processing times.

CAN I EXCHANGE AN ITEM?

We currently do not offer exchanges on our website and instead encourage you to return a regularly priced item for a refund and place a new order for the desired item.

WHO BEARS THE COST OF THE RETURN?

In our DHL return portal, customers from Germany can conveniently purchase a return label for insured shipping (the customer bears the cost of the return) and send it back to us! You can either print the return label or have it printed at a branch of your choice using the QR code.

Unfortunately, the return portal cannot be used by customers from abroad. Returns from other countries and from orders placed via other external marketplaces must be sufficiently franked. Unpaid shipments cannot be accepted. In the event of a wrong or damaged item, we will of course arrange for a free return – please contact us at: team@studiohertzberg.de

CAN I RETURN A SALE ITEM?

Sale items that are reduced can be returned for a refund or a voucher, unless the items are considered faulty. Please read our full return policy for more information.

CAN I RETURN AN ITEM PURCHASED WITH A DISCOUNT CODE?

Items purchased with a promotional discount code (including our welcome offer for the first order) can be returned for a refund or a voucher equal to the value of the returned item.

CAN I RETURN AN ITEM PURCHASED FROM A RETAILER?

We do not accept returns for an item purchased from one of our retailers. Please contact the retailer directly or visit their website for their full return policy.

CAN I CHANGE MY ORDER AFTER IT HAS BEEN PLACED?

Unfortunately, we cannot modify your order once it has been placed. Please select your items carefully and ensure all shipping information is complete and accurate before placing your order. If you require assistance with an error in your order, please contact our customer service team at team@studiohertzberg.de as soon as possible.

CAN I CANCEL AN ORDER AFTER IT HAS BEEN PLACED?

If you wish to cancel an order, please contact our customer service team at team@studiohertzberg.de as soon as possible after it has been placed. Our warehouse team processes and ships orders daily, and we cannot guarantee that the request can be fulfilled.

I HAVE RECEIVED A FAULTY PRODUCT.

Every product we ship is first quality-checked. However, if you have received a product with a manufacturing defect, Studio Hertzberg will replace the item or refund the cost, provided it is returned to us within 30 days from the date of purchase. Please contact our customer service team as soon as possible after receiving your order so we can guide you through the next steps and the return process. Please provide our team with photos clearly showing the defect or fault, along with a brief description for initial assessment. Read our policy on faulty items.

I HAVE RECEIVED INCORRECT OR MISSING ITEMS FROM MY ORDER.

If you are missing items from your order or have received incorrect items, please contact our customer service team as soon as possible after receiving your order at team@studiohertzberg.de. You will need to provide your order number, name, and details of the missing or incorrect item. Our team will address the issue as soon as possible.

I RECEIVED A NOTIFICATION THAT AN ITEM IS NOW OUT OF STOCK AFTER I PLACED MY ORDER. WHY IS THIS?

While we aim to ensure that website stock levels are as accurate and up-to-date as possible, in rare cases there may be discrepancies in the stock levels of a purchased item. If a purchase has been made for an unavailable item, you will be notified via email by our customer service team as soon as possible and offered a suitable replacement, a store credit, or a full refund.

I PLACED MY ORDER BUT FORGOT TO ADD A DISCOUNT CODE OR GIFT VOUCHER. CAN YOU APPLY IT TO MY ORDER NOW?

If you placed your order during the promotional period but forgot to apply the discount code at checkout, please contact our customer service team at team@studiohertzberg.de with your order number and the discount code you forgot to apply. Our team will verify if your order and the purchased items meet the terms and conditions of the promotion or offer.

DO I NEED TO CREATE AN ACCOUNT TO PLACE AN ORDER?

You do not need to be logged into a customer account to place an online order. However, if you would like to create an account with us, you are welcome to register here.

DOES ADDING AN ITEM TO MY BASKET RESERVE THE ITEM?

Unfortunately, adding an item to your basket does not mean it is reserved. If an item sells out after being added to your basket, you will receive a message at checkout that the item is unavailable.

I MISSED SHOPPING DURING THE SALE. CAN YOU HONOR THE SALE PRICE? Unfortunately, we cannot apply a promotional discount or sale price once the sale period has ended. Please read the promotion terms and conditions carefully to know the offer's start and end dates.

Please note that your billing address must match the address on your credit card statement.

WHICH PAYMENT METHODS DO YOU ACCEPT?

We accept payments via Visa, MasterCard, PayPal, Klarna and advance payment. Vouchers and codes can be redeemed at checkout.

IN WHICH CURRENCY ARE ONLINE PAYMENTS PROCESSED?

All payments on Studio Hertzberg are processed in Euros.

WHERE CAN I FIND INFORMATION ABOUT YOUR PRODUCTS AND THEIR MANUFACTURING?

You can find out more about the materials we use, the production of our collections, and the history of Studio Hertzberg on the following pages:

• Materials
• Production
• Our Story
• Blog

WHAT IS MY SIZE?

To help you choose the best size, each product page provides body measurements for the respective size. Measurements are in cm. If you would like further sizing advice, please contact our team at team@studiohertzberg.de

HOW DO I CARE FOR MY GARMENT?

The correct care depends on the specific material and garment. Therefore, always refer to the care instructions on the sewn-in label first.

Generally, we recommend washing garments only when necessary and adhering to the specified washing temperature and spin cycle. Bleach should be avoided unless otherwise specified in the care instructions. If the material is suitable, the garment can be air-dried.

Instructions for ironing, washing, and professional cleaning can also be found on the care label of the respective garment.

For more information, please visit our page Washing and Care Instructions.

HOW DO I USE A PROMOTIONAL OR DISCOUNT CODE?

To apply a promotional or discount code to your order, enter the code in the "Discount Code" field at checkout and click "Apply". The discount applies only to eligible items. To find out which products are eligible for a sale or discount, please read our terms and conditions.

I MISSED SHOPPING DURING THE SALE. CAN YOU HONOUR THE SALE PRICE?

Unfortunately, we cannot apply a promotional discount or a sale price after the sale period has expired. Please read the promotional terms and conditions carefully to know the start and end dates of the offer.

CAN I RETURN A SALE ITEM?

Sale items that are reduced can be returned for a refund or a voucher, unless the items are considered faulty. Please read our full returns policy for more information.

HOW TO USE MY GIFT CARD? 

Studio Hertzberg Gift Cards are automatically sent to you via email once purchased. A unique code will be sent to the email address provided at checkout. To redeem the gift card, enter your unique gift card code in the "Gift card or discount code" field at checkout and click "Apply". Gift cards purchased via studiohertzberg.de can only be redeemed on this website. If you have trouble redeeming your gift card, please contact our customer service team at team@studiohertzberg.de. Purchase Studio Hertzberg Digital Gift Cards here.

HOW LONG IS MY GIFT CARD VALID? 

Gift cards are valid indefinitely from the date of purchase. Purchase Studio Hertzberg Digital Gift Cards here.

CAN I RETURN MY GIFT CARD? 

Gift cards are subject to a strict no-refund or return policy. Read our return policy here.

DO YOU OFFER PHYSICALLY PRINTED GIFT CARDS? 

Unfortunately, we do not currently offer physically printed gift cards.

DO YOU ALSO SELL IN BRICK-AND-MORTAR STORES?

To find the nearest retailer in your area, please use our list of Retailers.

DO THESE RETAILERS SELL ALL STUDIO HERTZBERG PRODUCTS?

The boutiques and retailers purchase products from us that suit their clientele and their store. No retailer sells the complete range.

CAN I VISIT A STUDIO HERTZBERG STORE?

We do not operate our own physical store. To find the nearest retailer in your area, please use our list of Retailers.