FAQs
Account
Do I need an account to place an order?
You don’t need to create an account in order to shop. However, registering as a user would give you the following benefits:
- Track your orders and review past purchases
- Enable your reward program through earning points
- Add pieces you love or missed out on to your Wish List
- Save your address and card details so you can shop even quicker in future
How do I reset my password?
If you‘ve forgotten your password, request a link to reset it or follow the ‘Forgotten password’ instructions on the ‘Sign In’ page.
Is my Credit Card info safe and secured?
Refer to Payment section.
Customer Service
How can I contact if I have questions?
Please email us at customercare@hertrove.com.
Orders
Can I leave a note or instructions while placing my order
During your order process and before check out there is comment box called “special instructions” you can fill in any instructions or comments you have.
Can I add or cancel an item from my order?
Our policy does not allow any cancellation or amendment to the order. However, if you want to cancel or make any changes to your order within 24 hours, please email the customer service customercare@hertrove.com.
Exchanges & Returns
What is the return policy?
Please check our Refund Policy section.
Shipment
Do you ship worldwide?
Yes, we do ship worldwide.
What does the final price include?
Displayed prices exclude customs duties and shipping fees.
Is the shipping free?
Yes except for orders less than $400, where a flat rate charge of 90$ will be applied. Please refer to our Shipping Information section for further detail.
Authenticity
Are all products sold on HERTROVE authentic?
Yes. Every gown available on HERTROVE is authentic and sourced directly from the designer or their official atelier through our authorized partnerships.
Is HERTROVE an authorized retailer?
Yes. HERTROVE is an authorized retail partner of every designer featured on our platform.
Does HERTROVE sell replicas or inspired designs?
No. HERTROVE never sell replicas, counterfeit products, or unauthorized merchandise.
Why are many gowns made to order?
Many luxury designers produce garments specifically for each client, allowing for exceptional craftsmanship, reduced waste, and adherence to the designer's production standards.
Will my gown come directly from the designer?
Depending on the designer, your gown may be shipped directly from the designer's atelier or through HERTROVE's showroom. In every case, it is sourced exclusively through our official designer partnership.
Why shop with HERTROVE instead of directly with a designer?
HERTROVE brings together a curated portfolio of the world's leading luxury occasionwear designers in one trusted destination. Alongside authentic designer collections, we provide expert occasion-based curation, concierge styling, and access to multiple international designers through a single luxury shopping experience.