Help & FAQs
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 [email protected] and we will get on it for you.
- 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
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.
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: [email protected] .
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
- 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 [email protected], to receive your refund request number
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.