HOW MUCH IS SHIPPING? 

Within Germany, we cover shipping for you on orders over 200€. Below that, shipping costs 4.90€.
For all other countries, please refer to Shipping and Returns.

DO YOU SHIP INTERNATIONALLY? 

Yes, we offer international shipping to selected regions and countries. Please read our shipping policies for a complete list of countries we currently ship to.

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 holidays will be processed on the following business day. Please allow an additional 3 to 4 business days for order processing 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 strives 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 order processing due to increased order volume.

MY ORDER HAS SHIPPED. WHEN WILL MY ORDER ARRIVE?

Once your order has been shipped by our shipping team, the delivery timeframe 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 1-5 business days with Deutsche Post or DHL after processing to receive your order. 

European Union: DHL - Please allow up to 5-8 business days after processing to receive your order.

Rest of the World: DHL approx. 10-25 days

Delivery Delays: We recommend regularly checking the websites of our shipping partners for any network delays. If you have any questions about the delivery of your order, please contact our team at team@studiohertzberg.de.

DO YOU OFFER SAME-DAY DELIVERY?

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

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

If you entered an incorrect shipping address on your order and your order has not yet shipped, please contact our team at team@studiohertzberg.de as soon as possible. Please note that once your order has shipped from the warehouse, we cannot change the shipping address.

HOW CAN I TRACK MY ORDER?

Once your order has 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.

WHAT IS YOUR RETURN POLICY?

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

WHEN WILL MY RETURN BE PROCESSED?

Returns can take up to 14 business days from the delivery date to be reviewed and processed by us. 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 the returned items to be reviewed and processed by us. Refunds will be processed via 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?

Currently, we 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 returns 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 yourself or have it printed at a branch of your choice using the QR code.

Unfortunately, the returns portal cannot be used by customers from abroad. Returns from other countries and orders placed via other external marketplaces must be sufficiently stamped. Unstamped shipments cannot be accepted. In case of a wrong or damaged item, we will, of course, arrange for a free return – please feel free to write to 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 items purchased from one of our retailers. Please contact the retailer directly or visit their website for their full return policy.

CAN I AMEND MY ORDER AFTER IT HAS BEEN PLACED? 

Unfortunately, we are unable to make any amendments to your order once it has been placed. Please select your items carefully and ensure all shipping information is complete and correct before placing your order. If you need 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 processed.

I HAVE RECEIVED A FAULTY PRODUCT. 

Every product we ship is first checked for quality. 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, as well as a brief description for an initial assessment. Please read our faulty item policy.

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

While we aim to ensure that stock levels on the website are as accurate and up-to-date as possible, in rare cases, discrepancies in the stock levels of a purchased item may occur. 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 voucher, 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 check if your order and the purchased items meet the terms and conditions of the promotion or offer.

WILL I BE CHARGED IMPORT DUTIES AND TAXES ON MY ORDER?

For goods delivered outside the European Union, import duties (customs duties) may apply. We do not cover any customs costs that may arise.

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 regarding the item's unavailability.

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

Unfortunately, we cannot apply a promotional discount or sale price after the sale period has ended. Please review the terms of the promotion carefully for the offer's start and end dates.

WHAT PAYMENT METHODS DO YOU ACCEPT?

We accept payments via Visa, MasterCard, PayPal, and bank transfer. 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 SUSTAINABILITY?

To learn more about our sustainability practices and our products, please visit the following pages:

Fair Production

Sustainable Fabrics

WHAT SIZE AM I?

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

HOW DO I CARE FOR MY GARMENT?

To extend the life of your Studio Hertzberg piece while being kind to the environment, please follow these instructions: Use lower washing temperatures and no or low spin cycles. Avoid bleach and use eco-friendly detergents. If possible, avoid tumble drying and air dry instead. This saves electricity and prevents fiber degradation. Iron on a low setting if necessary.

These care processes are gentler on garments and help protect the color, shape, and structure of the fabric while reducing energy consumption. Each piece has specific care instructions that can be found on the label inside the garment. Make sure these are followed carefully.

Visit our Washing and Care Instructions page for more information.

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 only applies to eligible items. To find out which products are eligible for a sale or discount, please refer to 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 when placing the order. 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 FOR?

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 HAVE ANY RETAILERS?

To find the nearest retailer to you, please use our list of retailers.

IS THIS RETAILER A GENUINE FAITHFULL THE BRAND RETAILER?

All genuine Studio Hertzberg retailers are listed on our retailers page. Please contact the customer service team if you have any questions.

WHERE CAN I VISIT A STUDIO HERTZBERG STORE?

We currently do not operate any physical stores. To find the nearest retailer to you, please use our list of retailers.