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How long will it take for my items to arrive?
Please refer to the delivery time displayed on the detailed page of your product. It takes different times for different products to arrive. Or you can contact our Customer Service to track the order for you.
I need to cancel my order, what can I do?
You can request to cancel any order before it is shipped. However, our cancellation system will not allow items to be canceled once they are prepared for shipment.

If you are too late to submit a cancellation request, you can always apply for a return and send the item back when it arrives. Please note, return shipping costs may apply!
I need to change my order, can I still do that?
Please contact our Customer Service team as soon as possible to update your order information before the item is shipped.
Can I change my delivery address after I've ordered?
You can update your delivery adress in your account before dispatch. If the item has already been dispatched, you have to contact the delivery company and inform them of your latest address. We'll send an email to you once your product has been dispatched with information on how to contact the delivery company that has your order.
I've placed an order but heard nothing.
You can track the progress of your order, delivery information and contact details in your account.
How do I check the status of my order?
Please feel free to contact our customer service team by e-mail or Live Chat to check the status of your order.
It's been longer than the estimated lead time and I still haven't received my order, what should I do?
If your delivery date has passed and you still haven't received your order, you can track it by visiting your online account on our website to find out where the product is now.
What if I don't like what I ordered?
If you are not satisfied with the product you have ordered, you can send it back and we will refund you once we receive the returned product.

Please note, return shipping costs may apply! But if you received a damaged or defective product, no shipping cost is required of you.
Do you have any items in-stock and available to ship immediately?
Yes, we have plenty of products in-stock and available to ship immediately. Please feel free to place an order on anything you like.
I received the wrong product, what shall I do?
Don't worry about that. You can send the wrong product back. For any more questions, please contact our customer service team. We’ll take care of it and work with you to find the best solution.
Where can I find product dimensions?
The product dimensions are displayed on the bottom part of the product page. If you still cannot find them, please contact our Customer Service team.
Where are the products manufactured?
Our products are directly bought from OEM manufacturers who produce for retailers and companies worldwide, and even some big brand names. That's why we can offer such low prices with high quality guarantee, and most of our products are exclusive in design, quality and price.

By the way, we have sold thousands and hundreds of products to many countries till now, especially to North America, Europe and Australia.
Are your products for commercial use?
Yes, our products are designed for both residential and commercial use, and we provide guarantees or warranties about their performance in either a residential or commercial environment.
Are your lights dimmable?
It really depends on the product. Some of our lights are dimmable while some are not. Please refer to the product page to see whether it is dimmable. But we recommend communicating with a qualified electrician or our Customer Service team for any specific information.
Does your lighting take LED bulbs?
It really depends on the product. Some of our lights come with bulbs while some not. Please refer to the product page and see whether it comes with bulbs. By the way, please feel free to contact our Customer Service team for any specific information.
Is the length of cable on the pendant lights adjustable?
Yes, most cables and chains are adjustable, but sometimes a fee might be incurred pedending on the length needed. Please contact our representatives before you place your order and they will assist you on that.
Does my purchase come with a warranty?
Currently we don't offer a warranty for our furniture. But we never cut corners when testing the quality of our products, and we make sure each one is well produced and finished to the highest standards. If any of your purchase develops a fault or defect, please contact our Customer Service and we'll do utmost to find the best solutions for you.

Please note that our electrical items do come with a 12 month warrenty and if your electrical item was to develop a fault within this time, we'll be more than happy to rectify this for you.
Will I have to assemble myself?
It depends on the product.Some of our products require assemly before use while some may not. Please refer to the detailed page of your product to see specific information about assembly.

If your product requires assembly and you have any trouble assembling the product, please do not hesitate to contact our Customer Service for any help if necessary.
What are your delivery charges?
Usually we provide free shipping to most regions, excluding Hawaii, Alaska, Puerto Rico, etc. For those exceptional regions, please contact our Customer Service to make sure whether extra delivery charges are required.
Can I set a specific delivery date & time?
You may not set a specified time before the estimated delivery time. If you want to defer an order to a later date then please contact our represerntatives before the dispatch and organize a defer.
I've received only part of my order.
In order to prevent any damage during delivery, we usually store the accessories inside the main body. Please check the inside of the product to find out whether they are there.

If you still cannot find them, please feel free to contact Customer Service and we will re-send the missing parts free of charge.
What do I do if my furniture is damaged during shipping?
Really sorry to hear that. Please send pictures or videos displaying the damage to our Customer Service team within 30 days. We'll take care of it and find out the best solutions for this.
I've tracked my order with your delivery company and it says it's been lost, or has already been delivered, but I don't have it. What should I do?
If the shipping company rules the package as being lost, then you may be able acquire a claim number from them. By forwarding that number to our customr service representatives, then we shall take it from there with the couriers and either issue you a refund or replacement.
My order is arriving too soon and I am not ready to receive it what can I do?
In this case, please contact our Customer Service and provide your expected delivery time. We'll help to contact the delivery company to settle this down for you.
Will my delivery be impacted because of the national lockdown?
Yes, your delivery may take a bit longer than usual due to COVID-19 and the delivery will have restrictions depending on the courier.

1. No contact deliveries including room of choice. Your product will be delivered to a safe place i.e garden or garage. 2. No unpacking, or packaging removal service.

For more specific information, please feel free to contact our Customer Service team.
Can I provide additional delivery instructions?
If you have some additional delivery instructions for the designated courier to know, please contact our Customer Service and we'll help to inform the delivery company of your specific delivery instructions.
How can I contact your delivery company?
You will receive an email with information about how to contact the delivery company that is responsible for your order once your product is dispatched.

If you cannot find this email, please contact our customer service representatives and they shall provide you with the assistance needed.
What if I live on an island or a remote area?
Usually we provide free shipping to most regions, excluding Hawaii, Alaska, Puerto Rico, etc. For those exceptional regions, please contact our Customer Service to make sure whether extra delivery charges are required.
If I order several items, will they be delivered at the same time?
We have scores of different warehouses from across the world, so we can't gaurantee that your puchased products will be shipped at the same time or from the same place.
What types of payment do you accept?
We accept a variety of payment methods.
1. Pay by PayPal: the safer, easier way to pay.
2. Pay by Credit Cards in Paypal: we accept visa, mastercard in Paypal.

For more payment methods, please refer to the following picture:
Why is the price for an item different from when i added it to the shopping cart?
The price depends on several vital factors such as customs duties, delivery distances, manufacturing costs, exchange rates, etc., and therefore may be volatile and likely to change rapidly and unpredictably.

But we can guarantee that our products are directly brought from OEM manufacturers who produce for retailers and companies worldwide, and even some big brand names.

That's why we can offer such favorable prices with high quality guarantee, and most of our products are exclusive in design, quality and price.
Why has my payment failed?
We accept Paypal, Visa, MasterCard, American Express and Discover. Make sure your card details are correct and your billing address is in the U.S. If it still isn’t working, please contact our Customer Service.
What is your return policy?
Please enter the following link to refer to our return policy: https://www.hernest.com/returns-and-refunds.html
The color doesn't match as I thought it would - can I return the product?
You can return most items for a refund within 30 days of delivery. Return shipping costs will apply if the product you have received is not damaged or faulty, and the item must be in its original condition and packaging to be accepted.

**Please note that you will be charged a minimum restocking fee of 10% of invoice total on all furniture returns, and that clearance items can't be returned.
The item has arrived but won't fit into the room of my choice.
You can return most items for a refund within 30 days of delivery. Return shipping costs will apply if the product you have received is not damaged or faulty, and the item must be in its original condition and packaging to be accepted.

**Please note that you will be charged a minimum restocking fee of 10% of invoice total on all furniture returns, and that clearance items can't be returned. Please contact our Customer Service for any help to complete the return process.
I received a damaged item. What should I do?
If the product you have received is damaged or faulty, please send pictures or videos that display the details or description of the damage or defect to our Customer Service. We'll replace or repair it for you free of charge or you can receive a full refund with no shipping costs applying.
I need to return an item, how do I do that?
Please contact our Customer Service for the information about our return policy and any help to complete the return process.
If I cancel an order which is in-transit, do I have to pay cancellation fees or restocking fees?
It depends on several factors. If the product has not been dispatched yet, then we do not incur any sort of fees. However if the product has been dispatched then you may have to follow the return procedure instead.
How long does my refund take?
The progress of the refund really depends on various factors. Please contact our Custom Service to get the specific information about the refund process.
I haven't received my refund, who do I contact?
Please contact our Customer Service. We'll do utmost to offer help throughout the whole refund process.
Can you process my refund onto a different credit/debit card?
Sorry. The refund money can only be sent back to your payment card. For any more information, please contact Customer Service.
What does the warranty cover?
1.We don't currently offer a warranty for our furniture. This is how we're able to offer great design at affordable prices. But we never cut corners when it comes to quality testing our products, we make sure each one is produced and finished to the highest standards so it's very rare for one of our products to develop a fault.

2.In the unlikely event your piece arrives to you in less than perfect condition, please get in touch. To help us assess the issue, please send photographs of the product from various angles and distances. If you still have the boxes, please send along some photos as well if there’s a chance the product was damaged during transport. If the issue cannot be documented with photos, short videos are also welcome.

3.Our manufacturer’s warranty covers defects in materials and workmanship for one year from the products’ date of delivery. If you experience issues with your Hernest piece, please let our team know. We will organize replacement parts, repair, and in necessary cases, a complete replacement.

4.Please note that our warranties are non-transferable, and cannot be extended to re-sold items. Warranties are only valid when products are used for their intended purpose and exhibit normal use. Defects or damage resulting from negligence, misuse, accidents, abnormal use, modifications, or commercial purposes will not be covered by the Article warranty.