Frequently Asked Questions

 

ACCOUNTS

I’m new—how do I create an account?

Register in seconds here: CREATE ACCOUNT.

 

Do I need an account to shop?

No. You’re welcome to check out as a guest. Creating an account lets you view order history, track current orders, and—if you opt in—receive updates when new styles go live.

 

PROGRAMS / REGISTRATION 

Education Program (students, professors, and education professionals)

 

How do I join?

Apply here: EDUCATION PROGRAM.

 

What are the benefits?

To honor curiosity and learning, verified members receive up to 50% off Hesperios Knitwear from the Knit Library. Exclusions: lighting, knitwear artist collaborations, and items outside the Knit Library. Membership remains active as long as your educational ID stays valid.

 

How to get started:

1) Create an account → 2) Verify eligibility → 3) Enjoy your discount.

 

Can I gift the Education discount?

Yes—send a gift card. Once the recipient verifies for the Education Program, their discount applies to eligible purchases when redeeming the gift card. Exclusions apply.

 

Wholesale Program

I’m a buyer—how do I register?

Introduce yourself here: WHOLESALE REGISTRATION.

 

CUSTOM ORDERS

Can I order a style in a different color or size?

Yes—for select styles see our Limited Editions. On each product page, choose from the available colors/materials in your size. Custom orders are non‑refundable, but can be exchanged for store credit.

Shop Limited Editions: Limited Editions

 

HESPERIOS PRODUCTS

Knitwear — What is the Hesperios Knit Library?

The Hesperios Knit Library is our evolving archive of tailored, heirloom‑quality essentials—100+ original patterns crafted with natural fibers, developed with skilled artisans, and presented in our signature palette. Our design philosophy honors textile tradition, history, and collaboration. We work deliberately—outside seasonal churn—to create knitwear meant to last.

 

Where is the knitwear produced?

Most of the library is made in Lima, Peru—close to our alpaca and pima cotton sources and longtime partner farms and family‑owned factories. We also produce knitwear in New York City.

 

If you only buy one sweater—start here

You have 100+ patterns. Which one do you recommend for a first‑time Hesperios buyer?

Begin with the Fårö Sweater 001—our signature unisex pullover in 100% baby alpaca, offered in 19 colors. If we pared the Library down to a single essential, this would be it. Shop Fårö 001: [link]

 

Product Care 

• Use a pH‑neutral wool detergent.

• Hand wash cold or dry clean as recommended on the care label.

• Do not wring; gently press out water; reshape and dry flat away from heat/sun.

• Avoid hanging heavy knits; store folded.

• Protect fibers with cedar/lavender and allow pieces to rest between wears.

For full guidance, see Product Care: [Product Care]

 

Repairs & Darning — Lifetime Support

My knit has a hole or tear—can you repair it?

Yes. We offer lifetime repair support for Hesperios knits—provided the garment has been cared for according to our instructions (no machine washing or tumble drying). Depending on fiber, gauge, and color availability, we’ll recommend invisible darning (to blend) or a traditional hand repair.

 

• Manufacturing defects (within 3 years): We’ll repair at no charge; you cover shipping & handling.

• Wear & tear / moth damage / snags: We offer quoted darning and repair services. You’ll receive an estimate before we begin.

• How it works: 1) Submit a Repair Request with photos → 2) We assess and confirm method & estimate → 3) Ship your knit → 4) We repair and return.

• Limits: Severe felting/shrinkage from washer/dryer misuse or extensive fiber degradation may be non‑repairable. If that’s the case, we’ll discuss options.

Start a Repair: REPAIR REQUEST · Care Guide: PRODUCT CARE

 

“Coming soon” items

These are incoming pieces not yet in stock. Click Notify me, enter your email, and we’ll email you when they arrive.

 

LIGHTING

What’s the lead time?

For the first series launched after September 2025, lead time is 6–8 weeks from order confirmation.

 

Does the price include installation?

No. We include clear installation instructions and can arrange installation for an additional fee (availability varies by location). Share your ZIP/postal code and we’ll quote options. After you place your order, we can also send installer recommendations in your area at no charge.

 

Can I get a pre‑purchase consultation?

Yes—book a free consultation here: Book Lighting Consultation.

 

Do you do custom lighting?

Yes. For custom and larger projects, schedule a consultation to discuss size, paper, color, number of forms, and additional materials (e.g., natural stone).

 

My light won’t turn on—what now?

We’ll troubleshoot with you and, if needed, ship the replacement component to keep your light working.

 

JOURNAL

Will you publish another issue of Hesperios Journal?

Yes. We paused to make it better and more accessible and plan to publish again.

 

LOCATIONS

Do you have a store?

Yes—our West Village, New York space functions as a retail store, showroom, and gallery where our lights are also produced and assembled.

Hours: Tuesday–Sunday, 12:00–7:00 PM (local time).

 

SHIPPING & DELIVERY

When do expedited orders ship?

Expedited orders placed before 12:00 PM ET are fulfilled the same business day. Orders placed after 12:00 PM ET ship the next business day. Weekend delivery is unavailable.

 

Can I buy online and pick up in store?

If a style is available in store, you’ll see Pick up in store on the product page and at checkout.

 

Do you cover lost or stolen packages?

We’re not responsible for packages lost or damaged in transit. If a package goes missing, email hello@hesperios.comright away so we can file a claim with the carrier. Please enter a valid email at checkout to receive tracking and delivery confirmations.

 

Can I change my shipping address after ordering?

If your order hasn’t begun processing, we may be able to update the address. Once processing has started, address changes aren’t possible.

 

PROCESSING & AVAILABILITY

How long does processing take?

Unless otherwise noted, please allow 5–8 business days for processing and fulfillment.

 

What if an item is sold out?

Some sold‑out styles may return, but it’s not guaranteed. To be notified, email hello@hesperios.com with the style, size, color, and your contact details.

 

How can I track my order?

You’ll receive a confirmation email after ordering. Once fulfilled, we’ll email your shipping notification and tracking number. Tracking links can take a moment to update with estimates and transit details.

 

GIFT CARDS

Can I add a personalized note?

Yes. Please contact us before purchasing to coordinate with our store team. Personalization may take 1–2 weeks depending on product availability and destination.

 

Gift cards for students & educators

I’d like to purchase a gift card for a student—does the Education discount apply?

Yes. Purchase the gift card as usual. When the recipient creates an account and verifies for the Education Program, their education discount (up to 50% off) will apply to eligible Hesperios Knit Library items at checkout when they redeem the gift card.

Note: The discount does not reduce the price of the gift card itself. Exclusions: lighting, knitwear artist collaborations, and items outside the Knit Library.

Links: Buy a Gift Card · Education Program · Create Account

 

PAYMENTS

What payment methods do you accept?

Visa, MasterCard, Discover, American Express, PayPal, Apple Pay, and Google Pay.

 

TAXES & DUTIES

Do you cover duties/taxes for international shipments?

• DDP (Delivered Duty Paid) countries: taxes and duties are included in the product price (visible on the product page and at checkout).

• DDU (Delivered Duty Unpaid) countries: duties and taxes are collected on delivery and are the customer’s responsibility.

DDP Countries:
Australia, Austria, Belgium, Bulgaria, Canada, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hong Kong, Hungary, Ireland (Republic of), Italy, Japan, Korea (South), Kuwait, Latvia, Lithuania, Luxembourg, Malaysia, Malta, Monaco, Netherlands, New Zealand, Norway, Poland, Portugal, Qatar, Romania, Saudi Arabia, Singapore, Slovak Republic, Slovenia, Spain, Sweden, Switzerland, United Arab Emirates, United Kingdom.

DDU Countries (duties/taxes due on receipt):
Afghanistan, Albania, Algeria, American Samoa, Andorra, Angola, Anguilla, Antigua and Barbuda, Argentina, Armenia, Aruba, Azerbaijan, Bahamas, Bahrain, Bangladesh, Barbados, Belarus, Belize, Benin, Bermuda, Bhutan, Bolivia, Bonaire, Saint Eustatius and Saba, Bosnia and Herzegovina, Botswana, Brazil, British Virgin Islands, Brunei Darussalam, Burkina Faso, Burundi, Cambodia, Cameroon, Cape Verde, Cayman Islands, Chad, Chile, China, Colombia, Comoros, Congo, Congo, Democratic Republic, Cook Islands, Costa Rica, Cote D’Ivoire (Ivory Coast), Curaçao, Djibouti, Dominica, Dominican Republic, East Timor, Ecuador, Egypt, El Salvador, Equatorial Guinea, Ethiopia, Falkland Islands, Faroe Islands, Fiji, French Guiana, French Polynesia, Gabon, Gambia, Georgia, Ghana, Gibraltar, Greenland, Grenada, Guadeloupe, Guam, Guatemala, Guernsey, Guinea, Guinea‑Bissau, Guyana, Haiti, Honduras, Iceland, India, Indonesia, Isle of Man, Israel, Jamaica, Jersey, Jordan, Kazakhstan, Kenya, Kiribati, Kuwait, Kyrgyzstan, Laos, Lebanon, Lesotho, Liberia, Liechtenstein, Macau, Madagascar, Malawi, Malaysia, Maldives, Mali, Malta, Marshall Islands, Martinique, Mauritania, Mauritius, Mayotte, Mexico, Micronesia, Moldova, Monaco, Mongolia, Montenegro, Montserrat, Morocco, Mozambique, Myanmar, Namibia, Nauru, Nepal, Netherlands Antilles, New Caledonia, New Zealand, Nicaragua, Niger, Nigeria, Niue, North Macedonia, Northern Mariana Islands, Norway, Oman, Pakistan, Palau, Panama, Papua New Guinea, Paraguay, Peru, Philippines, Poland, Portugal, Puerto Rico, Qatar, Réunion, Romania, Russia, Rwanda, Saint Kitts and Nevis, Saint Lucia, Saint Vincent & the Grenadines, Samoa, San Marino, São Tomé and Príncipe, Saudi Arabia, Senegal, Serbia, Seychelles, Sierra Leone, Singapore, Sint Maarten, Slovakia, Slovenia, Solomon Islands, Somalia, South Africa, South Korea, Spain, Sri Lanka, St. Barthélemy, St. Martin, St. Helena, Sudan, Suriname, Swaziland, Sweden, Switzerland, Syria, Taiwan, Tanzania, Thailand, Togo, Tonga, Trinidad and Tobago, Tunisia, Turkey, Turkmenistan, Turks and Caicos Islands, Tuvalu, Uganda, Ukraine, United Arab Emirates, United Kingdom, United States, Uruguay, Uzbekistan, Vanuatu, Vatican City, Venezuela, Vietnam, U.S. Virgin Islands, Wallis and Futuna, Zambia, Zimbabwe.

 

Note: Duties/taxes are assessed by local authorities and may change. Final terms are presented at checkout.

 

RETURNS & EXCHANGES

What is your return policy?

Items are eligible for exchange or store credit only. We’re happy to accommodate exchanges within 14 days of purchase—or within 14 days of delivery/pickup for online orders. Items must be unworn, unwashed, undamaged, with tags attached. Final sale: Limited Editions, Artist Collaborations, Custom Orders, and undergarments.

 

How do I start a return or exchange?

• Domestic: use our returns portal: Start a Return.

• International: email hello@hesperios.com.

  Original shipping fees will be deducted from the return amount.

 

Repairs & Darning

We’ll help your knit live a long life. Defects within 3 years: repaired free of charge (you cover shipping). Wear & tear:quoted darning/repair. Repairs are contingent on proper care (no washer/dryer). Start a Repair Request with photos and we’ll advise on invisible darning or alternative methods.

REPAIR REQUEST

What about items purchased from other retailers?

We cannot accept returns or exchanges for third‑party purchases (including full‑price and secondhand).

 

TERMS & POLICIES

Full terms, shipping, and privacy information: Terms and Policies

Contact

Email: hello@hesperios.com