Hertwill: EU & US Dropshipping

First of all, congrats on the strong sales.

We’re genuinely sorry for the issues you ran into. The holiday season created exceptionally high volumes. We expected a busy period, but the spike was still higher than anticipated. Credit where it’s due: you and other merchants did a great job driving sales. Some brands and suppliers struggled to keep up, which led to stock mismatches, delayed shipments, and a few fulfillment mistakes.

On pricing: brands set their own wholesale prices on Hertwill. We continuously push them to keep pricing competitive, but not all brands are there yet. Our recommendation is to work with brands where the pricing and positioning make sense for your store, and not rely purely on price competition as a selling point.

Things aren’t perfect and we won’t pretend otherwise. Reliability has improved since the holiday peak, and we’re continuing to invest in better stock syncing, clearer order visibility, and tighter brand standards.

We appreciate the honest feedback. If everything worked flawlessly, we agree it would be a 5-star partner, and that’s still the bar we’re working toward.

Thanks for the feedback, and sorry you had this experience. We understand the frustration and we should have handled parts of this better.

Regarding the delayed order, the reason it wasn’t shipped was that the payment for that order did not go through. Your bank required additional authorization, and when a payment fails, the fulfillment process stops automatically.

How this normally works in Hertwill: an order is placed in your store, it’s sent to Hertwill automatically, we charge the merchant, and only then the order is shipped. If the charge fails, nothing moves forward.
You can always see the status of every order, including payment issues, in the Hertwill Orders page after logging in.

Our support team did send several emails about the failed payment, but unfortunately your contact email had changed, so those messages didn’t reach you. That part is on us.

This also happened during the holiday season, when volumes were unusually high. Not an excuse, but it did contribute to slower responses than we aim for.

On pricing: no brand sells products on Hertwill cheaper than their wholesale price. Wholesale prices are set by the brands themselves. We consistently push brands to offer the best possible wholesale pricing and many do, though some still need improvement. Our recommendation to merchants is always to focus on products and brands they can realistically add value to, not compete purely on price. Competing on price alone is usually a race to the bottom, and rarely ends well for small stores.

We’re sorry about this and we take the feedback seriously. Things aren’t perfect, but we’re actively fixing the gaps in our processes and support. For future orders, please make sure the payment method goes through.