FAQ
How can I shop at heraldi.hr?
Do I need to have a user account to be able to shop at heraldi.hr?
No, the only thing you need to have is an active e-mail address. We recommend that you register and create a user account so that you can add items to your wish list, but you are most definitely free to order items as a guest and create a user account when it suits you.
I forgot my user account password. What do I do next?
Simply follow the instructions after clicking on the link "Forgot Your Password?" in the place where you normally enter your e-mail address when you sign in.
How can I shop at heraldi.hr?
It's very simple. Here's how:
- Select a category or designer in the menu, or search for a term that interestsyou.
- Select the item you want and click "Add to Cart". You can add multiple items to your shopping cart. You can always remove an item from the cart by clicking on the x next to the item that is in the shopping cart.
- Sign into your account if you haven't already, or simply select "Payment" as a guest
- Enter your address, payment method and delivery details for your order. That’s all it takes - after this, we will prepare your order for shipment and notify the courier service. You will be regularly informed about the status of the parcel.
Where can I find clothing sizes and size standards?
Click on "Size Guide" and find the right size for you. You will find that our suppliers apply different standards, and we compare these standards in our size table in order to help you find the right size for you more easily.
Can I cancel or change my order?
Of course! Select your order in the "Orders and Refunds" section and cancel it. If you have purchased as a "guest" without creating a user account, please send us an e-mail to dostava@heraldi.hr
You can't add items to orders that have already been finalised, but it's very simple to open a new order and follow standard procedures.
Item availability & authenticity
Will you have my size again?
You can rest assured we'll do everything we can to make it that way! Please send us an e-mail with information about the item and the size you want to heraldi@heraldi.hr
Can I reserve an item and make a purchase later?
We strive to offer all of our Customers a fair opportunity to buy all of our most sought-after items, but the offer in the fashion business is always limited. Therefore, we are unfortunately not able to offer reservation of items.
Are Heraldi items authentic?
100%. Our offer includes only top fashion brands that enjoy a reputation for their quality and value for money. We guarantee that our items are authentic.
How will my order be packaged?
Your order will be carefully packed into protective boxes to ensure that it reaches you in excellent condition.
Delivery, taxes and customs duties
How much does shipping cost?
Shipping is free of charge on the territory of the Republic of Croatia. When confirming the order, the price for other countries and all options on offer will be clearly stated.
Do you offer one-day delivery?
Heraldi offers the option of one-day delivery for the area of the City of Zagreb, for orders received Monday through Friday between 9 a.m. and 4 p.m. Delivery will be carried out within 2 hours of confirmation of the order. The price of such a delivery is HRK 50 and is dependent on availability. Within 5 minutes after the order has been placed, it is necessary to send an e-mail to dostava@heraldi.hr with information on the order number and delivery address.
When will my parcel be delivered and how can I track the delivery status?
Once your order has been confirmed, we will deliver the items within 48 hours. Delivery takes between 2 and 7 days depending on the location and selected delivery type.
Information on the status of the delivery and the estimated delivery time will be made available to you. You can also track the parcel through "my orders".
Do I have to pay extra taxes and customs duties?
Prices on heraldi.hr are inclusive of VAT, and these prices are the final price for all Customers from the Republic of Croatia and the European Union. For deliveries to Bosnia and Herzegovina, Serbia, Montenegro and other non-EU countries, the application of customs duties and taxes will depend on the prescribed amount of taxes and customs duties for each country.
Returns & refunds
What is Heraldi's returns policy?
We offer a full refund (except the cost of transport for returning the items) for each item that is returned to Heraldi within 14 days of termination of the Purchase Agreement.
To create a "return", go to "my orders and returns" and select which item you want to return. We do not refund additional customs duties and taxes for deliveries outside the EU.
It is recommended that you initiate the returns procedure within 7 days of receipt of the item so that the goods arrive at Heraldi on time. We cannot accept and refund items that have been worn or damaged. Please do not remove the tag from the item if you wish to receive a refund.
How do I start the returns procedure?
To start the returns procedure, please visit the "My Orders and Returns" section and run the returns procedure for the item you wish to return. The package that we sent you contains documentation for return, which you have to hand over to the courier.
How should I pack items for return?
Follow these steps for returns:
- Place the unwanted item in the same box in which you received it, and leave it open until the courier arrives
- Place the "return label" on the box and write "termination of agreement"
- Please do not stick anything to the original item box if the item arrived in such a box (usually shoes arrive in their own box)
When will I get my refund?
A refund will be made if the refund is justified (if the item is unworn and undamaged, with the undamaged Heraldi tag still attached). The expected time for processing refunds is 10 days.
If you have used our courier for making the return, you can follow the status of the returns procedure on your profile at heraldi.hr