Refund policy

RETURN POLICY — HER ENIGMA

We encourage intentional purchases. Each piece is curated to reflect presence, identity, and energy.

We offer a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it: unused, unworn, with tags, and in its original packaging. You will also need the receipt or proof of purchase.

To start a return, please contact us at herenigmashop@gmail.com with your order number and reason for return.

Important:
Returns are only accepted after approval. Items sent back without first requesting a return will not be accepted.

If your return is approved, we will provide you with instructions on how and where to send your package.

Unless the item is defective or incorrect, customers are responsible for return shipping costs.

DAMAGES & ISSUES

Please inspect your order upon arrival. If your item is defective, damaged, or you received the wrong item, contact us within 48 hours of delivery.

Include clear photos or videos so we can evaluate the issue quickly.

If approved, we will either:

  • send a replacement, or
  • issue a full refund

We make sure every issue is resolved without unnecessary delays.

NON-RETURNABLE ITEMS

Certain items cannot be returned, including:

  • sale items
  • gift cards
  • custom or personalized products

Items that have been used, worn, or damaged after delivery are not eligible for return.

EXCHANGES

We do not offer direct exchanges.

The fastest way to receive a different item is to request a return (if eligible), and once approved, place a new order.

EUROPEAN UNION — 14 DAY COOLING-OFF PERIOD

If your order is shipped within the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification.

The item must be unused, unworn, with tags, and in its original packaging.

Unless the item is defective or incorrect, return shipping costs are the responsibility of the customer.

REFUNDS

Once we receive and inspect your return, we will notify you whether your refund has been approved.

If approved, your refund will be processed to your original payment method within 5–10 business days.

Please note that it may take additional time for your bank or credit card provider to process the refund.

If more than 15 business days have passed since your refund was approved, please contact us at herenigmashop@gmail.com.