Hertwill: EU & US Dropshipping

Wir übernehmen Verantwortung, wenn wir Fehler machen. In diesem Fall stellt die Bewertung jedoch die Situation einseitig dar und enthält sachlich falsche Aussagen.

Zur Kündigung des Abos:
Die Kündigung wurde sowohl in Ihrem Shopify-Adminbereich als auch bei Hertwill korrekt durchgeführt. Sie haben die Kündigung am 24. November 2025 um 12:52 Uhr angefordert, woraufhin das Abonnement automatisch beendet wurde. Eine zusätzliche manuelle Bestätigung war nicht erforderlich, da der Status jederzeit im System einsehbar war.

Zur Retourenabwicklung:
Sie haben eine Bestellung aufgegeben, die von unserem Logistikpartner DPD (einem der größten Logistikunternehmen weltweit) per Haustürzustellung ausgeliefert werden sollte. Da Sie zum angekündigten Lieferzeitfenster nicht erreichbar waren, wurde das Paket an einen Abholpunkt weitergeleitet, wo es 10 Tage zur Abholung bereitlag. Da es nicht abgeholt wurde, wurde es an unser Lager zurückgesendet.

Nach Eingang der Rücksendung in unserem Lager haben wir den Bestellbetrag abzüglich der Versandkosten erstattet. Dies entspricht unseren klar kommunizierten AGB: Rückerstattungen erfolgen bei Retouren, jedoch ohne Erstattung der Versand- und Rücksendekosten, da diese Kosten unabhängig davon entstehen, ob das Produkt letztlich zugestellt wird.

Als einmalige Kulanzgeste haben wir in diesem Fall dennoch auch die Versand- und Rücksendekosten erstattet.

Es ist für uns sehr enttäuschend, für diesen Ablauf fälschlich verantwortlich gemacht zu werden.

Abschließend möchten wir darauf hinweisen, dass wir zu den wenigen Dropshipping-Plattformen weltweit gehören, die überhaupt Rücksendungen und Rückerstattungen anbieten. Dies wird von der großen Mehrheit unserer Händler sehr geschätzt.

Insgesamt bedauern wir diese Bewertung, da sie den tatsächlichen Ablauf nicht korrekt widerspiegelt.

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.

EDIT: Unfortunately, this review is not accurate. We have contacted Shopify Support and hope it will be removed.

We do not understand the false accusations and tone of this review. The email sent by our founder to the merchant contained friendly, respectful tips on how to improve their store and increase sales.

Our goal is not only to provide high-quality dropshipping products, but also to go the extra mile and help merchants succeed. That’s why it’s disappointing to see constructive advice presented as an attack. This is the first time this has happened in years of working with hundreds of merchants, all of whom have responded positively to similar feedback.

We hope Shopify will review this case and remove the review due to false claims and personal attacks.

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.