FAQ

 

Website

Why should I register?

Registering with HEROESQUE.COM just makes it a better shopping experience when you can take advantage of the special offers and discounts that are given to HEROESQUE members only. It’s not required for you to register with us, but you know, it just kind of makes our relationship more official… We would love to at least know your name! By being registered we offer you a lot of love and spoiling throughout our brand’s products. Also, you are given a faster check out option and a first sneak peak to all new collections and new promotions. By being registered, you can take advantage of setting your own WISHLIST and having your experience more customized. We take caution in storing all of your credit card information safely, as well as, saving your shipping address. By being a registered member you can always review your order history, check current orders and edit billing and shipping information.

 

I forgot my password, what should I do?

It happens all the time ;) Don’t worry, it’s not a big deal. If you forgot your password, use our Forgot Your Password feature on your account screen or get in touch with a Customer Service Representative: support@heroesque.com

 

Shipping

When is my order arriving?

We promise it’s coming soon! We ship out all orders on Mondays - Fridays, during office hours only. We do not release shipments during public holidays. We always post your order as quickly as possible, but there can be some delays, which we will always notify you about. Delays can happen during new releases that are selling fast. This should not happen often, but when such delays occur, please be patient, as we are working super hard to make sure you receive everything in the desired time frame.

Once we ship your order you can expect your items to reach you in about:

Poland: 3-5 working days

International: My take up to 10 days depending on your shipping address. Get in touch with us if u have any shipping questions and check out our shipping tab :)

Additional duty costs and import charges charged by some countries are beyond our control and we do not take responsibility for paying those. Those are costs that you have to cover based on the country’s requirements.

Confirmation: As soon as your order ships, you'll get an email confirmation. Make sure you check your spam filters within your email account.

 

Where is my order?

If you did not receive a confirmation email and you did complete a payment process please send us an email us. We definitely will look into it and keep in contact with you.

 

What is your returns policy?

Your item you want to return has to be received by us within 30 days of you receiving your order. Your returned items CANNOT be washed and worn (Of course, trying on is fine!). Unfortunately, we cannot accept returns for any items that show signs of being worn around, washed or used.

 

What return options do I have?

You can select either a refund for the cost of the item, or 100% store credit for the items cost.

What if you guys sent me a faulty item?

We are SO SORRY! We definitely pride ourselves on quality control, because this is our staple rule within our company and we make sure we have our top people analyzing every bit of the production process to avoid such awkward mess ups!

BUT, If we did send you an item that isn't quite right, please email us and we'll do everything we can to make sure you don’t stop liking us L

What about returns? Can I return any sale items? What if the item I ordered doesn’t fit my size or I simply changed my mind?

Unfortunately, we can’t accept any returns on sale items, ALL SALE ITEMS ARE FINAL.

Does HEROESQUE have a physical store I can go to?

Sadly, we do not have a physical store yet on Planet Earth. We are selling items through physical stores on other planetary systems, but we are making sure Planet Earth does get a physical store location soon. We are taking any open suggestions to the areas you would like to see our store at. Recently, we were thinking about a tree-house-store idea somewhere in a forest with squirrels. What do you think? Squirrel staff?

 

 What about my size? How can I make sure I order the size that fits me?

We definitely want you to choose a size that will fit you perfectly, so, we prepared an easy sizing chart for you to read and figure out what size to pick when buying our clothes.

 

What if something is SOLD OUT??? What happens then??

Dooooooon’t worrryyyy J We have to explain a few options having to do with our sold out items.

1.) Our sold out items are either being produced soon, so you should save that item in your wish list or add your email to that item, so that you can get notified when it’s back on www.heroesque.com.

2.) There’s also an option that something is just simply sold out and is not returning in the same fabric or print, but perhaps in a different one…or not at all. That may happen too. But, we will keep bringing up new hot items into the store that hopefully you’ll love too!