You ask - We answer
AN ORDER
How do I cancel my order?
If you would like to cancel your order, simply send us an email to hallo@heorshede.de within 24 hours of purchase. Please include "Cancel Order" and your order number in the subject line. We'll take care of it as quickly as possible! Please note, however, that cancellation is no longer possible once the order has been processed and you have received your tracking number.
Can I update my billing address?
Even though we can't change the billing address after you've placed your order, everything will run smoothly as long as the shipping address is correct. Please review your order confirmation carefully!
I noticed an error in the delivery or billing address. What can I do now?
If you notice that there is an error in your delivery or billing address, simply send us an email immediately to hallo@heorshede.de. It would be great if you could include your order number and your name!
I received the wrong item or something is missing from my order – what can I do now?
If you received the wrong item or something is missing from your order, we're truly sorry! Please contact our customer service at hallo@heorshede.de within 14 days of receiving your order – we'll be happy to help.
The items I received are damaged – what should I do now?
It's best to inspect your order immediately upon receipt. If anything is broken or damaged, please let us know immediately so we can find a solution together. Simply write to us at info@thibsbabyclub.de within 7 days of delivery – we're here for you!
My package has been marked as delivered, but I can't find it anywhere. What can I do now?
Sometimes the tracking information from the shipping service provider isn't entirely accurate. It's best to wait 1–2 business days to see if the package arrives, or contact the shipping service provider directly for an update. Also check with your neighbors—it might have been left there by mistake. If your package still hasn't arrived 7 days after the last tracking update, please email us at hallo@heorshede.de
The recommended waiting time has already passed, and I've already checked with my neighbors and the shipping company—unfortunately, my package still hasn't shown up. What can I do now?
Oh no, we're so sorry! If your package was already delivered according to the shipping provider, but you haven't received it, we'll either send you a replacement to a different address or you'll receive a Heorshe-de credit note. Simply contact us at hallo@heorshede.de within 7 days of the delivery date with your order number – we'll take care of it!
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Unfortunately, certain items cannot be returned, such as customized products such as special orders or personalized items, as well as personal care and hygiene items such as pacifiers, bottles, and more. If you have any questions or concerns about a specific item, please contact us.
Unfortunately, we cannot accept returns of reduced items.
You can return all other items if:
- the purchase was made less than 30 days ago,
- they are unused and in a condition where we can resell them.
- they are in their original packaging and all labels are still attached .
If everything is OK, there’s nothing stopping you from returning it!
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If you'd like to return something, simply go to our returns portal. There, all you need is your order number and email address to locate your order. Then follow the instructions and select the items you want to return.
The return will be reviewed within 24 to 48 hours. Once approved, you'll receive a confirmation email with all shipping information and further steps. It's that easy!
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You have two options for a refund:
1. Return to the original payment method you used for purchase.
2. As a credit for our shop (if available).
You can simply choose what suits you better!
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Once we receive and inspect your return, we'll let you know if everything is OK and your refund is approved. If so, we'll automatically refund you using your original payment method. Depending on your bank or credit card provider, it may take a few days for the money to reach you.
Are international customers entitled to free returns?
Unfortunately, international returns are not free unless the item is defective or we made a mistake during shipping.
Please also note: Import duties and VAT, which may be charged on deliveries abroad, are not included in the order price. Heorshe-de assumes no responsibility or costs for these.
Can I also exchange items?
The quickest way to get what you want is to simply return the item you don't need and – once the return has been accepted – reorder the new item separately.
Can I exchange or return a gift?
Unfortunately, gifts cannot be exchanged. If you received a Heorshe product as a gift and would like to return it, simply contact our customer service at hallo@heorshede.de – we'll be happy to help!
Can I return a gift card and get my money back?
Unfortunately, gift cards are non-refundable. Items purchased with a gift card are also non-refundable.
GIFTS
Do you also offer gift cards?
Yes, of course – we also offer gift cards! Perfect if you want to make someone happy but aren't quite sure what to choose.
How can I send a gift card?
All gift cards purchased on heorshe-de.de are digital and can only be redeemed on our website. When paying, simply enter the email address you want the gift card sent to—either the recipient's email address or your own if you'd like to forward it later.
The gift card will be sent as a code via email and can then be easily entered when paying.
Can I include a personal message with my gift order?
Of course! During checkout, simply click the shopping cart icon in the top right corner to review your items – you can also add a personalized gift message for the recipient there.
If you would like to add the message after placing your order, just write to us at hallo@heorshede.de – we’ll take care of it!
SHIPMENT
Can I change my delivery address later?
Please check your order details carefully before completing your purchase – especially the shipping address! You can also check the confirmation email to make sure everything is correct.
If you notice an error, please contact us at hallo@heorshede.de within 24 hours of placing your order and provide us with your order number and the correct address. We'll do our best to correct it in time!
But please note: Once your order has been completely processed and you have received a tracking number, we unfortunately cannot change or cancel anything.
How do I get free shipping?
How to get free shipping from us:
- Within Germany: If you order more than €100 (before taxes and after discount codes), shipping is free – as long as there is no special offer running where different conditions apply.
- Within the EU (including the UK, Switzerland and Norway): For orders over €150 (also before taxes and after discounts), we will ship your order free of charge – unless there is a promotion with different shipping rules.
Pretty easy, right?
When will my order be sent out?
ANY QUESTIONS?
MISCELLANEOUS
I haven’t found an answer to my question – what now?
Here you will find some further information and answers to questions that may not fit into the other categories:
- Just write to us at hallo@heorshede.de – whether it concerns orders, products or anything else.
- Follow us on social media: For news, promotions, and sweet baby inspiration – we'd love for you to become part of our community!
- Found an error on the website? Please let us know so we can fix it quickly.
If you are unsure about anything – we are here for you!