Product information
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at support@heroic.gg. Please note that returns will need to be sent to the following address: Wilhelm-von-Siemens Straße 23 12277 Berlin
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at support@heroic.gg.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@heroic.gg.
- Machine wash at maximum 30 degrees Celsius
- Do not use bleach
- Do not machine dry
- Iron at 110 degrees maximum
- Do not dry wash
F.A.Q.
What payment methods can I use?
We offer 35 different payment methods including major providers like Mastercard, Visa, PayPal, Apple Pay, Google Pay, American Express and Diners as well as many different local payment methods including Klarna, iDEAL, AliPay, Sofort, giropay, and many more.
Can I purchase items with another currency?
Currently, we only accept payments in Euro (€). Our website will display prices in this currency to simplify the purchasing process for our
customers.
Can I make changes to my order after it’s been placed?
Once an order is placed, we move quickly to process and ship it, which means we cannot accommodate changes. This includes modifications to the product list or delivery address. If you need to correct any details, please place a new order with the accurate information and contact our
Customer Service team for assistance with the original order.
Do you offer e-gift cards for international customers?
Yes, we offer e-gift cards that can be purchased and used by our international customers, providing a flexible gifting option for friends and family no matter where they are.
How Do I Set Up A Subscription Order?
Subscription orders are processed and dispatched promptly, typically between 1-3 days from the order date. If you encounter any delays or
have specific requirements, please reach out to our customer service team for assistance.
How To Return My Items?
Our 30-day return policy means you have 30 days after receiving your item to request a return. To qualify, items must be in their original
condition, unworn/unused, with tags, and in their original packaging. Start your return by contacting us at shop@heroic.gg, and send returns to Wilhelm-von-Siemens Straße 23, 12277 Berlin. Upon receiving and inspecting your return, we’ll process your refund to the original payment method within 10 business days. Please note, custom products, perishable goods, and personal care items are not returnable.
For any issues or if you haven't received a refund after 15 business days, reach out to us at shop@heroic.gg.
