We currently only ship within Germany
Within Germany, shipping is free for orders over 200€. Below that, a charge of 4.90€ applies.

HOW MUCH ARE THE SHIPPING COSTS?

Within Germany, shipping is free for orders over 200€, below that it's 5.90€. For all other countries, please refer to Shipping Costs & Delivery Countries.

WHEN WILL MY ORDER BE PROCESSED?

Once your order has been confirmed and accepted by us, our shipping team will endeavor to process it as quickly as possible so that it is ready for dispatch 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 your order to be processed 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 your order to be processed 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.

Delivery delays: We recommend that you regularly check the websites of our shipping partners for any delays in their network. If you have any questions regarding the delivery of your order, please contact our team at team@studiohertzberg.de.

DO YOU OFFER SAME-DAY DELIVERY?

No, we do not currently 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 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 we cannot change the shipping address once your order has been shipped from the warehouse.

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.

WHAT IS YOUR RETURN POLICY?

Please ensure that your item(s) are eligible for return and comply with our return policy. This states: items must be returned in their original condition, with all original tags and hygiene stickers still attached, and must be received 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 may take up to 14 business days from the date of receipt to be reviewed and processed by us. Once your return or refund has been processed, you will receive a notification by email.

WHEN WILL I RECEIVE MY REFUND?

If your returned items are eligible for a refund, please allow up to 14 business days from the date of receipt 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 additional 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 returns portal, customers from Germany can conveniently purchase a returns label for insured shipping (the customer bears the cost of the return) and send it back to us! You can either print the returns label or have it printed at a branch of your choice using the QR code.

CAN I RETURN A REDUCED-PRICE ITEM?

Yes, reduced-price items can also be returned in accordance with our return policy. After successful review, we will refund the purchase amount via the original payment method used.

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), i.e. reduced items, can be returned within the applicable return period in accordance with our return policy.

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.

I RETURNED AN ITEM AND RECEIVED IT BACK!?

Either the post office did not deliver the package correctly and it needs to be sent to us by you again, or the item is faulty. Items showing signs of use such as stains, sweat, or deodorant marks, and which have therefore been used beyond a simple inspection of their condition, may be excluded from a refund. In this case, we will send the item back to you or reserve the right to claim compensation for loss of value in accordance with legal provisions.

WHERE DO I SEND MY RETURN?

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

Email us if you need help at: team(@)studiohertzberg.de.

CAN I AMEND MY ORDER AFTER IT HAS BEEN PLACED? 

Unfortunately, we are unable to amend your order once it has been placed. Please ensure you choose your items carefully and ensure all shipping information is complete and correct 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 dispatches orders daily, and we cannot guarantee the request can be actioned.

I HAVE RECEIVED A FAULTY PRODUCT. 

Every product we dispatch is initially checked for quality. However, if you have received a product with a manufacturing fault, Studio Hertzberg will replace the item or refund the cost, provided it is returned to us within 30 days from the purchase date. 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 a preliminary assessment. Review our faulty items policy.

I HAVE RECEIVED INCORRECT OR MISSING ITEMS FROM MY ORDER. 

If you have 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, your name, and details of the missing or incorrect item(s). 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 SO? 

While we aim to ensure website stock levels are as accurate and up-to-date as possible, on rare occasions, discrepancies in stock levels for 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 you will be offered a suitable replacement, 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 wish to create an account with us, you are welcome to register.

DOES ADDING AN ITEM TO MY CART RESERVE IT?

Unfortunately, adding an item to your cart does not reserve it. If an item sells out after being added to your cart, you will receive an item unavailability message at checkout.

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

WHAT PAYMENT METHODS DO YOU ACCEPT?

We accept payments via Visa, MasterCard, PayPal, and bank transfer. Vouchers and codes can be redeemed at checkout.

WHAT CURRENCY IS USED FOR ONLINE BILLING?

All payments on Studio Hertzberg are billed in Euros.

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 HONOR 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 refer to our full return policy for more information.

HOW DO I USE MY GIFT CARD?

Studio Hertzberg gift cards are sent to you automatically 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" box at checkout and click "Apply". Gift cards purchased via studiohertzberg.de can only be redeemed on this website. If you have any 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.

WHERE CAN I VISIT A STUDIO HERTZBERG STORE?

We currently do not operate any physical stores. To find the nearest dealer in your area, please use our list of Retailers.