Herschel Supply Co. Reviews 

DO NOT ORDER - terrible quality (does not look anything like the glossy photos) and very costly returns to the Netherlands, at the charge of the buyer. Avoid avoid or it could end up being an expensive mistake.

Not great quality items and a terrible returns policy. Had to pay to send it back to them and stupidly I didn't pay for tracked. Almost a month down the line and I have received no acknowledgement that they have my item, and customer service don't seem able to help me since I didn't send it tracked. I came here write a review and I'm devastated I didn't check here before ordering from them. I don't think I'll be getting my money back. Will not be using them again

I ordered an item that never arrived. The tracking showed it with GLS, but it appears to have been lost in transit. I tried contacting Herschel customer service several times but never received a reply, which was really disappointing. In the end, I had to open a PayPal case to get my money back.

Very difficult return process. Will never buy from them again.

Terrible returns process. Sent recorded. The company received it on the 27th of September. I finally received my refund on the 14th of October. However, only after I chased it up and provided copies of my Royal Mail proof of postage, tracking details, and copy of original returns slip. I had received no acknowledgement of my return at all and believe I would not have received my money back if I hadn't chased it up and been able to provide the evidence of postage etc. So, be very wary when making a return. Definitely send recorded and keep evidence of postage. You also had to pay for the return which is disappointing. I won't be buying from this company again.

I don't know if this is the real Herschel or someone pretending to be them. In any case I received a filthy, damaged bucket hat - looked like someone had driven over it - and they told me it was down to me to pay to send it back to them. They have now ghosted me. Avoid at all costs. At all costs.

I bought a backpack from Italy about a month ago. Unfortunately, I hadn't seen the negative reviews, otherwise I wouldn't have done it. Everything they said was true; the backpack never arrived. I wrote to customer care, and the blame game started: basically, the courier lost it and they don't know where it is. To this day, I still haven't received a refund. Never again.

I ordered from UK a backpack on 13th April 2025. Within a few days I received the item but it was damaged on the side zip. The returns process is terrible. They are in Netherlands and do not cover cost of returning items. I posted back to them via Royal Mail. It has been stuck at customs in Netherlands and now seems to be back in the UK after 6 weeks as Royal Mail have tried to deliver it back to me. Herschel kept saying they would give a credit note rather than a refund. Under UK law, items received which are damaged must be refunded in full including any return postage charges. I have raised a claim with Royal Mail for the delayed return delivery. As it stands I'm £90 down plus £21 return postage fee and have nothing to show for it. So disappointed with this company. Will never ever buy from them again!!

Again no refund for returned items! This company is a SCAM - Do NOT buy from them directly. Products are poor quality . They steal your money and don’t reply to any emails!! Terrible company!!

Do not order here. You will regret it.

I ordered 3 items and sent 2 back. It arrived back at their location a month ago - thats what DHL tells me. No one got back to me since then regarding a confirmation of this, the refund I'm still waiting for and the alternative item they wanted to send me, that I picked on their website, that will be paid from a part of the refund.

Nothing happend.

Also you can't log-in into your account. Even when you reset the password. No chance.

The website looks nice, products are good but anything else is a nightmare so far.

It tells you a lot about a company that has a 1.4 star rating from 130 reviews.

A very disappointed with Herschel UK. Ordered a backpack which was not as good as on their site, had to pay for the return and never got my money back! The customer service are using any excuse not to return the money. No trust to this company in any aspect !

Terrible company ! I also had an issue with the fake leather peeling and flaking away, and the company would not stand behind the quality of their bag. Lifetime warranty is a bunch of BS with this company - stay away from them and do not give them your business.

I've had a Spokane laptop case for about four years, and I absolutely love the cover. When I got a new laptop, I bought myself a bigger cover to ensure it would fit. However, I soon discovered that my laptop, which is only 15.6", was apparently too big for the 15-16" case. It's disappointing because I love the Spokane covers, but they seem to be too small.

If I had read the review, I wouldn’t order my bag from them and be another victim. I ordered a bag which is on sale. I thought it was a good deal. I received the bag and discovered it was not the one I want. The product tag was a completely different model. So I wrote to the customer politely said it was not the same product they advertised with the sale at the time when I placed the order. After many back and forth emails, they insisted they sent me what I ordered and said if I want to return, they will refund me but I have to pay the shipping cost. As it was their wrong information on the website, they would send me a gift card to cover the shipping cost. Which means I have to buy more from them?! Now I got a product which I don’t like and I have no where to complain. What is the consumer right?

Hoax customer service. They refuse to accept evidence of a faulty bag. They ask for various photos as evidence, but when I send them they just get rejected. It's a total farce.

I have a similar experience with OP. I returned the bag via Royal Mail and the company refused to refund me my item.

I am writing to formally express my dissatisfaction with the handling of my warranty claim and the overall customer service I have received.

In October 2024, I purchased a Herschel backpack from an authorized retailer (Foot Locker) for $76. Unfortunately, after just two months of regular use (approximately three occasions), the top handle of the bag began to come loose and unravel, as shown in the attached image.

I submitted a warranty claim during the first week of December 2024. However, despite over a month having passed, I have yet to receive a replacement or any resolution for the defective product. From my perspective, it appears that the warranty claims team has been intentionally slow or uncooperative, making it increasingly difficult for me to receive the support I am entitled to under the warranty policy.
Here is a summary of the process I have gone through:

December 10, 2024 – My claim was approved. I was instructed to submit a photo of the inside of the bag with my claim number handwritten on the liner, which I promptly did.

After submitting the photo, I was then asked to provide a video of the bag showing the inside liner. I complied.

Following that, I was told to provide my full name and address to receive a return label, send the bag for review, and await store credit.

When I explained that I would be leaving the U.S. within two weeks, I was told I needed to write the case number on another part of the bag and submit an additional video. At this point, I found the process overly burdensome and frustrating, as I felt I had already provided more than enough documentation.

I asked for confirmation that this would be the final step of the process, but the warranty team was unable to assure me.
I also suggested that I could return the bag to Foot Locker or another store near Boston, but my request was denied, and I was met with rudeness and unhelpfulness from the warranty team.

On January 7, 2025, I escalated the issue by calling customer service and was promised a call back from a supervisor by the end of the day. As of today, January 8, 2025, I have still not received a return call.

Additionally, if I do eventually receive store credit, I am being forced to purchase the same bag from Herschel’s official website at a higher price. I paid $76 at Foot Locker, but the same bag is listed for $95 on the Herschel website. This means that, in order to exercise my warranty, I am required to pay an additional $19, rather than receiving a direct replacement for the defective item. This feels incredibly unfair.

This experience has been extremely disappointing, and it has significantly impacted my view of both Herschel products and customer service. The lack of resolution, coupled with the excessive and confusing steps involved, has left me frustrated and dissatisfied.

The quality of the product is clearly not what I expected, and the customer service has been the worst I’ve encountered from any U.S. company.
Given this experience, I am unlikely to purchase from Herschel again, and I urge potential customers to think twice before buying Herschel products.

I believe that the company’s approach to customer service, especially for the price point of their products, is simply unacceptable.
I hope this matter can be resolved promptly and fairly.

The product packaging is extremely disappointing and feels disrespectful to customers. The bag arrives in a thin, crumpled cellophane wrap that looks very unappealing. On top of that, they have a paid return policy, which is frustrating when ordering from a brand like Herschel. Since they are based in the Netherlands, the return shipping costs amount to half the price of the product, making the experience even worse. Overall, it's a terrible situation.

Dimensions of the backpack were not as stated on the website. Terrible customer service. The store does not want to cover return shipping costs. Refund for returned backpack after the deadline.

A zip fell off my bag. I have been trying to contact customer service but my emails (from gmail) kept bouncing back. I filled in the online form; someone then sent me to a different warranty form. I filled this warranty form out and sent photos (several were requested). I got an email back saying the photos didn't come through, and to send them over by email. When I did this, once again, the email bounced back. So I have no way of making a claim. The number o the website didn't work either. I am hoping someone from herschel picks this up, as it seems the only remaining way of getting through to them.