How do I file a warranty claim?Updated 6 days ago

To file a warranty claim, follow the steps below:

Step 1: Check Your Eligibility

• Ensure your Herschel Supply product was purchased from our online store, a Herschel Supply retail location, or an authorized retailer within the US or Canada. Have your purchase receipt or proof of purchase ready.  
• If your region is not available to select, please reach out to [email protected] for support with your claim.

Step 2: Document The Issue

• Take clear, well-lit photos that show the defect you’re concerned about. Include photos of the entire product. Capture the front, back, and inside lining for a full overview.

Step 3: Submit Your Claim

• Online Submission: Visit the Herschel Supply Warranty Page, where you can fill out a form and upload your photos and acceptable proof of purchase. Please reach out to us via live chat, phone, or email if you experience any difficulty with the warranty form and our Customer Service team will assist you.  

• In-Store Submission: Visit one of our Herschel Supply retail locations and speak to a staff member for more information. They can help you with your claim.

Step 4: Wait For Your Claim Review/Receive Your Gift Card

• If you have made a claim with proof of purchase, our Customer Service team will review your claim to determine if the issue falls under our warranty policy. Once your claim is submitted, you will receive an automated email including your claim number within 1-2 business days. Once your claim has been reviewed, you will receive an automated email regarding the status of your claim. If your claim qualifies under our warranty terms and conditions, you will be issued a Herschel Supply gift card equivalent to the original purchase price of your item, valid online and in-store.

• If you have made a claim without an acceptable proof of purchase, our Customer Service team will review your claim and determine if the issue falls under our warranty policy. Once your claim is submitted, you will receive an automated email including your claim number within 1-2 business days. If your claim qualified under our warranty terms and conditions, our team will assess the original value of your item and you will receive a credit valid online and in-store equivalent to 70% of your item’s last selling price, based on our assessment.

Additional Information:

• Due to seasonality of stock, we can’t guarantee the availability of the exact same item for replacement.
• Gift cards issued for warranty claims cannot be combined with any other offer online and in-store, including promotions and/or discounts in a single transaction.
• All warranty claims are dealt with as promptly as possible, with most claims completed within 5 business days. However, please allow extra time during peak periods such as the holidays and back-to-school season. We thank you for your patience!
• It’s important for the Customer Service team to thoroughly evaluate each claim to make well-considered decisions. This review period ensures fairness and consistency in handling all warranty claims before firm conclusions are reached. If you have questions and/or need assistance with any warranty-related communication or policy, please feel free to provide more details, and we'd be happy to help.