Frequently Asked Questions
Can you pay tariff or tax on behalf of me?
Unfortunately, we are not able to pay the tariff or VAT on behalf of you.
You will have to proceed with the trarriff&VAT at your country's customers by yourself, if you are requested to do so.
How do I cancel an order?
You can cancel your order for free if the package was not shipped. However, we will not be able to proceed your cancelantion if the package has already been sent out due to the fact that it is not easy to recall it back after logistic procedure starts. We will refund you as soon as we have such inforation confirmed.How do I get a refund?
We do accept returns and we credit refunds to the original form of payments, excluding shipping fees on the purchase. The refund will be processed as soon as we receive the piece back. All shipping fees for the return item are on the sender and will not be refunded. Herlm reserves the right to refuse any refund requests if we believe the items have been intentionally damaged or misused. You're entitled to receive a refund if:- you ship the product to us within 15 days from the receival of the product
- the item is unused and without any damage on it.
- Please contact us via email at info@herlm.com, to receive your refund request number
How do I track an order?
You can check the status through different ways. You will receive an email with tracking number after shipment. If you are not unsubsribed from our system, you will receive automatic emails for updates of movement of your parcel. However, if you want to track your parcel by yourself, there are different ways. You could track through: A. Third party tracking websites, such as 17 Track: https://www.17track.net/en B. Offical website of logistics service provider:- EMS/Epacket ( Your tracking number starts with L or E): http://www.ems.com.cn/mailtracking/e_you_jian_cha_xun.html
- YUN EXPRESS (your tracking number starts with YT) : https://www.yuntrack.com/
- YANWEN EXPRESS : https://track.yw56.com.cn/home/index?aspxerrorpath=/en-US
- DHLE (Your tracking number starts with H): https://ecommerceportal.dhl.com/track/
- WISHPOST (Your tracking number starts with W): https://www.wishpost.cn/welcome/#/tracking
What if I never received my package?
Lost package rarely happen as the couriers Herlm chose are quite secured.
If the delivery time is much longer than you expected, please contact us by: info@herlm.com .
We will:
1. To confirm first whether the package is heavily delayed or lost
2. If it is confirmed lost, according to your preference, we will either a. send you a new one; or b. refund you fully
When will my tracking information appear?
Normally, you should see tracking events on Herlm website within 24-60 hours after you have received the confirmation email from us. It can take up to 48 hours for information updating because the first event is created once the shipment is proceeded offically by the courier. The infomration updating time maybe vary due to weekends or holidays,so don't panic if it doesn't show up right away.
Herlm team watches and communicates closely with courier before first event is created. If you have not seen the tracking information after 60 hours, please feel free to contact us by info@herlm.com and we will get on it for you.
Who is responsible for returning my duties and taxes?
Herlm is not responsible for returning duties and taxes. To receive a refund for your duties and taxes paid on a returned order, you will need to go through your local customs office as this fee is paid to the country of import.
Why is my order delayed?
Oh no! Trust us, we are more anxious than you are when countering delays! Delivery delays can be caused by events beyond the control of Herlm and couriers, e.g. weather events, local disruptions like public holidays, customs or strikes. In the event your shipment has not arrived within 15 days after the expected delivery time, kindly contact us. Herlm can start an investigation for lost items with partner couriers. Please be cautious for the following seasons of busy mail traffic: End of September to begining of October: Chinese National Holidays may cause possible sligtly slower proceeding time of packages in China November 11th to Mid November: small delays may happen due to the 1111 Shipping Festival with more and more international orders happening during the festival Black Friday to New Year: From end of Novmber to the Begining of next year. This is the worst season for delivery. Average delivery time is 5-15 days longer than the other time of the year. We don't recommand any urgent purchase for the season.Why is my shipping status unchanged?
For most shipments and countries, couriers can provide only milestone tracking which means it may take some time before a new tracking event is displayed. Your package continues to travel to its destination despite the time between the tracking events. Depending on the destination, it could also take time to arrive in the destination country due to the distance and transit time of the selected service.
Your shipment might also be delayed. Delivery delays can be caused by events beyond the control of Herlm and couriers, e.g. weather events, local disruptions like public holidays, customs or strikes. In the event your shipment has not arrived within 10 days after the expected delivery time, kindly contact us. Herlm can start an investigation for lost items with partner couriers.
Please also note that some packages only have limited tracking events in the country of origin and no tracking events in the destination country.