SHIPPING POLICY

We proudly stand behind the quality of our products and want our customers to be happy. We place customer satisfaction at the center of our business. Please refer to our policy guidelines below and feel free to contact us if you have further questions!

DOMESTIC AND EUROPEAN SHIPPING RATES AND ESTIMATES

1. Shipping charges for your order will be calculated and displayed at checkout.
2. Orders take an estimated 4 business days to be delivered after departure from the warehouse.
3. Tracking is provided on all orders. Heroismo is not liable for lost orders if the tracking number shows that the order was delivered.
4. Customers must enter a complete address at checkout. Heroismo is not liable for inaccurate or incomplete shipping addresses entered by customers.
5. Heroismo is not responsible for shipping delays made by the shipping carrier.
6. Any parcels unclaimed, is the customer's sole responsibility. In the rare event that your package is returned to us, a new shipping fee will be charged so that your parcel can be re-delivered to your address OR a return admin fee of up to 20EUR will be deducted from your refund.
7. Holidays, sales campaigns and inclement weather can impact shipping and delivery times.
8. Issues with orders must be reported within 48 hours of delivery.
9. We reserve the right to cancel any order.

INTERNATIONAL SHIPPING

1. Shipping charges for your order will be calculated and displayed at checkout.
2. Orders take an estimated 10 business days to be delivered after departure from the warehouse.
3. Tracking is provided on all orders. Heroismo is not liable for lost orders if the tracking number shows that the order was delivered.
4. Customers must enter a complete address at checkout. Heroismo is not liable for inaccurate or incomplete shipping addresses entered by customers.
5. Heroismo is not responsible for shipping delays made by the shipping carrier.
6. Your order may be subject to import duties and taxes (including VAT), which are incurred once a shipment reaches your destination country. Heroismo is not responsible for these charges if they are applied and are your responsibility as the customer.
7. Customers who return due to not accepting their countries import fees or customs policy will be subjected to a 20% restocking fee.
8. We recommend you contact your country's customs agency to determine what the rules are for importing our products and the cost of duty. We do not take responsibility for issues with shipment related to customs.
9. We are not responsible for unforeseen charges which may be implemented by your countries customs. If they charge an import fee / duty / tax we won't be responsible.
10. Any parcels unclaimed, is the customer's sole responsibility. In the rare event that your package is returned to us, a new shipping fee will be charged so that your parcel can be re-delivered to your address OR a return admin fee of up to 25EUR will be deducted from your refund.
11. Holidays, sales campaigns and inclement weather can impact shipping and delivery times.
12. Issues with orders must be reported within 48 hours of delivery.
13. We reserve the right to cancel any order.

📦 SHIPPING DURING PEAK PERIODS

Please note: During high-demand periods such as Black Friday, new collection launches, special promotions, or public holidays, order processing and shipping times may be longer than usual due to increased order volumes.
Our team and logistics partner work hard to get your order to you as quickly as possible, but slight delays may occur.

• Processing time may take up to 5–7 business days during these periods (compared to the usual 1–3 business days).

• Shipping carriers may also experience delays.

LOSS OR DAMAGE OF PARCELS 

All shipments made by Heroismo include the standard liability coverage provided by the selected carrier (such as DHL, Colissimo, UPS, etc.). This standard coverage typically offers limited compensation in the event of loss or damage and may not cover the full value of your order.

To ensure full reimbursement in case of loss or damage during transit, Heroismo offers an optional Route protection shipping insurance at checkout/shopping bag. If you do not select this option, you accept that any compensation will be limited to the amount recoverable from the carrier, and Heroismo shall not be liable for any additional reimbursement. Please be aware that administrative and logistics fees may be deducted from any refund issued by the carrier. These fees cover the time and resources spent processing the claim.

By completing your order without selecting additional insurance, you acknowledge and accept this limitation of liability.

HOW DO I CHECK THE STATUS OF MY ORDER? 

When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status on our tracking page. Please allow at least 48 hours for the tracking information to become available.

If you haven’t received your order within 15 days of receiving your shipping confirmation email, please contact us at support@heroismo.shop with your name and order number, and we will look into it for you.

REFUNDS, RETURNS AND EXCHANGES

We accept returns up to 30 days after delivery, if the item is unused and in its original condition, and we will refund the full order amount or provide you with a voucher. The delivery costs are to be paid by the customer for the return.

In the event that your order arrives damaged in any way, please email us as soon as possible at support@heroismo.shop with your order number and a photo of the item’s condition. We address these on a case-by-case basis but will try our best to work towards a satisfactory solution.

If you have any further questions, please don't hesitate to contact us at support@heroismo.shop.