FAQs
1. Where do you ship?
We currently provide worldwide standard shipping to destinations supported by our available shipping carriers. Delivery availability may vary depending on the destination address, carrier coverage, customs requirements, local restrictions, and other conditions affecting transportation.
2. How much does standard shipping cost?
Our standard worldwide shipping charge is €4.99 per eligible order unless a different amount is clearly displayed during checkout. The final shipping charge shown at checkout will apply to your order.
3. How long does order processing take?
Orders are normally processed within 1–4 business days after successful payment confirmation. Business days are Monday through Friday and exclude weekends and public holidays.
4. How long does standard delivery take?
Standard shipping generally has an estimated delivery period of approximately 30 days after shipment. Actual delivery time may vary depending on the destination, carrier routing, customs clearance, local postal operations, weather, public holidays, and other circumstances outside our reasonable control.
5. Can I request expedited shipping?
Yes. If you require faster delivery, please contact us at [email protected] before placing your order. Where expedited shipping is available, the cost will be determined separately based on the destination, package size, weight, carrier availability, and requested delivery speed.
6. Will I receive tracking information?
Yes, where tracking is supported by the carrier. Tracking information is normally provided after shipment and may require approximately 24–72 hours to begin showing active movement in the carrier's system.
7. Who is responsible for customs duties and import taxes?
Orders delivered within the United States are not subject to import customs duties charged by us. For destinations outside the United States, any customs duties, import taxes, brokerage fees, clearance charges, or similar charges imposed by local authorities are generally the customer's responsibility unless otherwise stated at checkout.
8. What should I do if my package arrives damaged?
Please inspect your order promptly after delivery. If the package or product arrives damaged, contact us at [email protected] within 48 hours after delivery. Please include your order number and clear photographs of the outer packaging, shipping label, internal packaging, and damaged product where applicable.
9. What should I do if an item is missing or incorrect?
If an item is missing from your order or you receive the wrong product, please contact us at [email protected] within 48 hours after delivery. We may request photographs, packaging information, or other order details to verify the issue and determine an appropriate resolution.
10. How long do I have to request a return?
Customers may request a return within 30 days from the confirmed delivery date shown by the applicable shipping carrier. Return requests submitted after the 30-day period may not be accepted unless otherwise required by applicable law.
11. What condition must returned products be in?
Returned kitchenware should generally be unused, clean, complete, and returned with any original accessories, removable parts, manuals, inserts, and packaging where reasonably possible. Products showing signs of food contact, cooking residue, grease, stains, odors, misuse, or damage caused after delivery may not be eligible for a standard change-of-mind return.
12. Are all kitchen products returnable?
Not necessarily. Products that have been used for food preparation, cooking, serving, cutting, drinking, or direct food contact may be restricted from change-of-mind returns where resale would no longer be appropriate for hygiene or safety reasons. Damaged, defective, or incorrect products will be reviewed separately under our Return & Refund Policy.
13. Who pays for return shipping?
If the return is requested because you changed your mind, ordered the wrong product, or no longer want the item, you are generally responsible for the return shipping cost. If the product arrived damaged, materially defective, or incorrect, we will review the case and may provide an appropriate return solution where applicable.
14. How long does it take to receive a refund?
Once an authorized return has been received, inspected, and approved, we aim to process the refund within 7 business days. Refunds are normally returned to the original payment method used for the purchase. Additional processing time may be required by your bank, card issuer, Stripe, PayPal, or other financial institution.
15. What payment methods do you accept?
Depending on availability at checkout, accepted payment methods may include Visa, Mastercard, American Express, Discover, Diners Club, PayPal, Apple Pay, and Google Pay. All transactions are processed in Euro (EUR) unless otherwise stated at checkout.
16. Is my payment information stored on your website?
No. Payments are processed through trusted third-party payment service providers including Stripe and PayPal. HERMAVIO, LLC does not store customers' complete payment card numbers, CVV or CVC security codes, complete PayPal login credentials, Apple Pay credentials, Google Pay credentials, or other complete sensitive payment information on our servers.
17. How is my personal information protected?
This website is a self-hosted store built on WordPress and powered by WooCommerce. We use reasonable technical and organizational safeguards designed to protect personal information, including HTTPS, SSL/TLS encryption, access controls, security monitoring, authentication measures, software updates, security patches, and restricted administrative access where appropriate.
18. Where can I find your full policies or contact support?
For complete details, please review our Shipping Policy, Return & Refund Policy, Payment Policy, Privacy Policy, and Terms of Service.
If you need additional assistance, please contact us using the information below:
Company: HERMAVIO, LLC
Website: hermavio.com
Address: 10011 SE Division St, Ste 101, Portland, OR 97266, US
Phone: +1 (503) 762-2500
Email: [email protected]