Frequently Asked Questions

Select your items → Add to cart → Go to cart → Click checkout → Fill in shipping & contact details → Choose payment method → Confirm payment.

 We recommend registering before making a purchase. This ensures your mailing address is saved correctly, and you can easily trace your past orders.

• On desktop: click My Account at the top right.
• On mobile: scroll to the bottom menu. Fill in your email/username and create a password to complete your account setup.

A backorder is to give another chance for customers to purchase an out of stock item. We will open backorders for a limited quantity only, so do place your orders early to confirm your slot.

Please only join backorder only if buyer is comfortable with the waiting period and any unforeseen delays. All backorder is estimated to arrive in 3-4 working weeks and is subjected to unforeseen circumstances.

Your tracking number will be notified through email.

Due to how quickly we move orders into packing and shipping, we’re unable to make changes (size, color, address) or cancel once your order is confirmed.

We drop new arrivals every Thursday at 9 PM, unless stated otherwise. Follow us on Instagram @heralabel.co for the latest updates and sneak peeks!

Each product page includes a Sizing guide. If you’re still unsure, contact our Instagram @heralabel.co for advice.

We do our best to display the true colors of each item, but please note that slight variations may occur due to lighting conditions or screen settings.

A backorder gives customers another chance to purchase a sold out item.

Please only join backorder only if the buyer is comfortable with the waiting period and any unforeseen delays. All backorder is estimated to arrive in 3-4 working weeks and is subjected to unforeseen circumstances.

Generally no. If you order ready stock + ETA items together, we ship once all items arrive. To receive ready stock items sooner, you may need to place a separate order.

We ship using Ninjavan as our main courier. Delivery is available Malaysia-wide (West & East Malaysia) and Singapore. Remote or hard-to-reach areas may take extra transit days.

Orders are usually delivered within 1–3 business days for West Malaysia, 3–6 business days for East Malaysia, and 4–7 business days for Singapore once dispatched (excluding weekends and public holidays).

During peak seasons or due to external factors, delivery may take slightly longer.

• West Malaysia: RM 150
• East Malaysia: RM 250

⚠ Free shipping may not apply to certain promotional or discounted items. Please check your checkout page for confirmation.

Ready Stock: Ships within 1–3 business days after payment confirmation.

Backorder: Ships within 3–4 weeks exclude any unforeseen delays.

You’ll receive a tracking number by email once your order is shipped. You can use this number to track directly on the courier’s website.

• Lost parcel: Contact us within 5 days with your order number. We’ll escalate with the courier. If confirmed lost, we will resend or refund.
  
  
• Wrong item: Contact us within 7 days.

⚠All requests made after the stated period may not be eligible for investigation or return.

Yes! Self-pickup is available on weekdays from 1:30 PM – 6:30 PM. Select “Self Pickup / Grab / Lalamove” at checkout.

• For Grab/Lalamove, the delivery must be arranged and paid by the buyer.
• After placing your order, DM us on Instagram @heralabel.co and we’ll send you a Google Form to fill in your details.
• Once that’s done, you can book your Lalamove based on your confirmed pickup slot.

Yes, but only if your order has not been processed yet. Please contact our customer service via IG DM immediately. Once shipping has begun, changes are not possible. Any delivery fee paid will be refunded to the BUYER as store credit.

 Yes. Normal priced items are eligible for return in exchange for store credits.

• Local orders: Return parcel must reach HERA’s warehouse within 7 days from the delivery date (e.g. received on 1st → must arrive by 8th).
  
• International orders: Must reach within 14 days from the delivery date.
  

⚠ Returns without prior approval via IG DM (@heralabel.co) will not be accepted.

 Returned items must be:

• Unwashed, unaltered, unworn
  
• With original packaging
  
• Returned only once per order ID (orders made with return credit cannot be returned again)

• Refunds are issued only in store credits. 
• No cash refunds are provided.
• Store credits are processed within 7 working days after HERA receives the returned item (may take up to 14 working days during super peak season).

 The following categories are final sale and cannot be returned, exchanged, or refunded:

• Sale or discounted items
  
• Seasonal items
  
• Orders made with promo codes or store credits (unless otherwise stated)
  
• Panties, swimwear, accessories, lifestyle, and gifts

• Return postage is the responsibility of the BUYER (except for defective/incorrect items).
  
• All original shipping fees are non-refundable.
  
• HERA is not liable for lost parcels or additional taxes incurred on return shipments.

 Yes. Exchanges are accepted for unsatisfactory items.

• BUYER pays return postage.
  
• BUYER also pays a delivery fee for the exchange: RM8 (WM) / RM18 (EM).
  
• For defective/incorrect items, HERA covers the exchange postage.

1. Unsatisfactory Items

(Items that don’t fit, dislike item, quality not as expected)

Return Shipping:
– Borne by BUYER

Exchange Shipping:
– Borne by BUYER

Outcome:
– Refund in store credit (item price minus initial shipping, if any)

2. Defective / Incorrect Items

(Torn, stained, damaged, wrong item sent)

Return Shipping:
– Reimbursed by HERA (in store credit)

Exchange Shipping:
– Covered by HERA

Outcome:
– Replacement item sent if available
– If unavailable → full store credit

⚠ Proof of defect must be verified by HERA LABEL before approval.