Frequently Asked Questions


Do I need an account to order?

  • Yes, you do. That will help us to easily process your order(s) because we will have your information kept in our system. And you will have advantages from it, such as tracking your order & quicker shopping next time around.

How do I create my account?

  • Simply by clicking “Sign In/Register” link on the top left of the homepage and follow the instruction provided.

Is my personal information going to be kept private?

  • Yes! We will not share them to other parties & we guarantee to keep all of your information private and safe.

What should I do if I forgot my password?

  • Just click the “Forgot Password” link below the login form and follow the instructions provided.

Order, Payment & Shipping

Great news!

Herell offers Free shipping JABODETABEK by Regular JNE


I would like to order sold out items. Is it possible?

  • Yes! High demand items might get re-stock. Just click on the “Notify Me” link on the product page to get updates on the product. 

Can I add items or cancel them after I check out?

  • Unfortunately you can't, because after checking out your order is recorded. If you want to add items, kindly make a new order and notify us via Line: (@herell) to combine your shipping.

Can I pay by credit card?

  • Yes , we accept credit cards; visa , mastercard and Bank Transfer (BCA & Mandiri).

 How soon can I get my order? 

  • When you order, transfer, and confirm your payment before 5 pm on working days, we will immediately process your order via JNE. Please allow 24 hours after your payment confirmation for us to process your order (check your payment, packing, etc). Your order will be shipped the next day.

Your order will not be shipped if we can’t confirm your payment or your payment was not in a full amount.

Herell is also available for International purchase.

Note that process is only checking the payment, preparing and delivering the goods to the shipping company. After that, the shipping company needs certain amount of time to deliver it to you, varies from 2-5 days for domestic and 3-14 days for international deliveries.

In short, from confirmation time the order will arrive earliest in 3 days.

There is no delivery on Saturday, Sunday & public holidays.

How to confirm my payment?

  • If you have done the payment process, go on and click CONFIRM PAYMENT on the top right of the homepage and fill in your order number.

What should I do if have completed the payment but forgot to confirm it within the time limit?

  • Please contact us immediately at and we will help you in anyway possible, or add our official line: @herell.

Return & Exchange

What is your return/exchange policy?

  • If we sent a defective item, we'd gladly do an exchange with returns costs (normal mail) covered. However, the exchange has to be for the exact same item. If the exact same item is out of stock or unavailable, then an exchange for another item of equal or less value will be allowed.

If you are returning an item because you are not happy with it or want to exchange it for a different piece, then you are responsible for the shipping costs.

Please note that returns/exchanges are only done on a case-by-case basis and must be done so within 3 working days since you receive the package. After this duration has expired, we will not accept the return of the item(s).

 This policy was implemented to protect ourselves from customers who abuse the system. Email us at or Line us: (@herell) we'll do our best to make your shopping experience as wonderful as possible.


Please note that : All Accessories (Bags, Earrings, Necklace, Body Jewelry, Hats) & all Sale items are final sale. Due to hygiene reasons they are strictly not qualified for returns or exchanges. Any merchandise marked “SALE” cannot be returned nor exchanged.


To initiate your exchange/return,


  •   Email us at with the following details:
  •   Order Number
  •   Your Name
  •   Reasons for the exchange



(1) We reserve the rights to accept exchange requests on a case-by-case basis. (2) Herell is not responsible for any lost of postage(s) during the returning of the goods. (3) All returned products must be unworn and unwashed (no exceptions). (4) Exchanges must be made for items of equal or lessor value. 
(5) Return shipping charges are the responsibility of the customer unless the return is due to a product defect or a shipping error on the part of (6) Strictly no meetups.

What is your refund policy?

  • Strictly no cash refunds will be done. Please read out return/exchange policy above to see if you qualify to have your items returned/exchanged.


Shop offline!

Do you have any stores?

  • Yes, we do! They are located at ITC Mangga Dua; Lt. 4 Blok D No. 177-177J; Lt. 4 Blok D No. 78-79, Jakarta 

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