Frequently Asked Questions (FAQ)

1. How can I place an order?

Simply browse our website, select the products you want, add them to your cart, and proceed to checkout. Follow the on-screen instructions to complete your purchase.

2. What payment methods do you accept?

We accept the payment method that is displayed and available at checkout at the time of your purchase.

3. How long does order processing take?

Orders are typically processed within 1–3 business days after payment confirmation. Orders are not processed on weekends or public holidays.

4. How long does shipping take?

Delivery times vary by location. Most orders are delivered within 7–15 business days after dispatch. Delivery times are estimates and may be affected by customs or carrier delays.

5. How can I track my order?

Once your order has been shipped, you will receive a confirmation email with tracking information, where available. Tracking updates may take up to 48 hours to appear.

6. Do you ship internationally?

Yes, we ship to many international destinations. Shipping availability and delivery times depend on your location and will be shown at checkout.

7. What is your return policy?

We offer a 30-day return policy starting from the date you receive your item. Items must be unused, in original condition, with tags and packaging. Proof of purchase is required.

8. How do I start a return?

To request a return, please contact us at support@herohax.com. Returns must be approved before items are sent back.

9. Are there items that cannot be returned?

Yes. Sale items, gift cards, custom or personalized products, personal care items, hazardous materials, and perishable goods are non-returnable.

10. What should I do if my item arrives damaged or incorrect?

Please inspect your order upon delivery and contact us immediately if your item is damaged, defective, or incorrect so we can resolve the issue.

11. When will I receive my refund?

If your return is approved, refunds are issued to the original payment method within 10 business days after inspection. Processing time may vary depending on your bank or payment provider.

12. Can I exchange an item?

We do not offer direct exchanges. To receive a different item, please return the original item and place a new order once the return is approved.

13. Do you offer order cancellations?

Orders can only be canceled before they are processed or shipped. Please contact us as soon as possible if you need to cancel an order.

14. How can I contact customer support?

You can reach us using the details below:

Address: The Ham, Ham, Brentford, TW8 8HW, United Kingdom
Phone: +44 7350 626066
Email: support@herohax.com