FAQ

WHERE IS MY ORDER?

If your order has not arrived by the estimated delivery date, we are here to help. Before getting in touch with us, please use the tracking number provided in the order confirmation email to view the current status of your delivery. Also check if you have received an e-mail or attempted delivery card from the carrier -  he might have tried to deliver your package already while you weren’t at home. If you cannot locate your package, you can contact our customer service team at hello@heroine.nyc.

 

CAN I MAKE CHANGES TO MY ORDER OR CANCEL IT?

It is very important to us to make sure that your order is shipped to you as fast as possible. However, this means that you won’t be able to make any changes to or cancel your order after you have placed it, since our warehouse starts working on orders as soon as they get in. But if you contact heroine.nyc customer service at hello@heroine.nyc we'll do our very best to help you.

 

I HAVE NOT RECEIVED AN ORDER CONFIRMATION

If you have not received your order confirmation within a few hours from your purchase, please check your spam. Should you not find it, please contact us at hello@heroine.nyc.

 

WHAT IF I WANT TO RETURN SOMETHING?

We hope you love your purchase but if you decide it’s not for you, we will issue you a full refund less any shipping charges. Returns must be delivered to us within 30 days of the date you received the item(s). Please note that items you bought on sale are non-refundable.

 

HOW DO I MAKE A RETURN?

Please take the following steps to make a return:

  1. Get in touch with our customer service team at hello@heroine.nyc to request a return authorization. Please include the order number and list the item(s) you wish to return. Fill in the return form and place it in your parcel.
  2. Leave the package at a nearby post office and make sure it's securely packed. Return shipment costs are the responsibility of the buyer - remember to save your receipt with the tracking number and ask for a proof of return in case your parcel is lost in the mail.
  3. Done- simple as that! We'll send you a return confirmation via email as soon as your return is processed. Please note this may take up to 12 days.

 

ARE YOU GIVING SOME OF THE PROCEEDS TO CHARITY?

We have decided to make it a commitment of our brand to give back! Together with you, heroine.nyc donates parts of its proceeds to charities that are dear to our heart. With every sale we make, we will give part of the sale to charity. We round up the proceeds at the end of each month and make the donation to a cause that was picked by our customers in advance. To learn more about how to help us pick the charities we donate to and the work we do together, head over to our blog.

 

DO YOU SHIP TO COUNTRIES OUTSIDE OF THE UNITED STATES?

heroine.nyc ships just about everywhere – we offer international shipping to 200 + countries and territories. Please note though, that for international shipments any taxes, duties or fees incurred are the responsibility of the recipient.

 

INTERESTED IN PARTNERING WITH US THROUGH RETAIL, WHOLESALE OR DISTRIBUTION?

Contact us at hello@heroine.nyc to speak with someone on our team.