FREQUENTLY ASKED QUESTIONS

No, accounts are totally optional.

HOW MUCH DOES SHIPPING COST?

Shipping cost is adjusted accordingly to the number of items, the customer location, and the promotions applied when you place your order. Free shipping will be applied if announced on the header of our website.

 

I HAVE PLACED AN ORDER, HOW LONG WILL IT TAKE TO ARRIVE

We typically dispatch items within 1 to 3  business days of receiving an order.

From that point, it takes:
- 3 to 7 business days for UK orders.
- 5 to 10 business days to arrive to other European countries.
- 5 to 15 business days to arrive to USA, Australia and Canada.
- 7 to 15 business days to arrive to any other country (if the international shipping is available)

As soon as your order ships, you'll receive a tracking number that will let you keep tabs of where your order is at all times.

If you don't receive a shipping confirmation email with your tracking info within the next 5 days after your purchase, please contact us for assistance if you have any questions about the shipping time.

WHAT ABOUT DELIVERY TIMES IN RELATION TO COVID?

At this time due to the COVID-19 situation, no customer of ours have to worry about their order. We work with the best shipping providers available, which means your products will arrive your home! There may be delays. These delays are caused by reasons such as low manpower levels at the shipping companies, or postal strikes.

I MESSED UP MY DELIVERY ADDRESS, WHAT DO I DO?

Not to worry, as long as you reach out to us immediately regarding the error in your address, we would be more than happy to change it for you. Just email us your full, correct address along with your order number and we would update your details for you. Please note we have a 24 hour Change of Order Policy.

I ORDERED MULTIPLE ITEMS, WHY HAVE I ONLY RECEIVED A PART/S OF MY ORDER?

Our main goal is to get your orders to your as fast as possible, if that means shipping items out separately that's what we'll do!

We have stock located at different warehouses, so instead of shipping your order to one location before shipping it out to you, we speed the process up by shipping it directly to you.


WHY DIDN'T I GET MY EMAIL CONFIRMATION?

There's a good chance that our email has ended up in your SPAM folder. If not, then please email us and we will amend this for you right away.


WHAT ARE THE PAYMENT METHODS AVAILABLE?

 

 We accept all major credit cards such as Visa, Mastercard, Amex. We also accept  PayPal Payment, Apple Pay, Google Pay and Shop pay.

HOW SECURE IS MY PERSONAL INFORMATION?

We use industry-standard privacy protection: We NEVER sell, lease or distribute any personal customer information. All sensitive personal information is kept securely offline at our privately run data center.


CAN I CANCEL MY ORDER?

Cancellations are only accepted within 24hours after an order is placed. If you have to cancel your order for any reason please reach out to us immediately at support@purpleheroes.com  within the given time frame. We process orders as quickly as possible, so cancellations are time sensitive.

WHATS YOUR RETURN POLICY?

We offer at 100% money-back guarantee if you are not satisfied with your order. Our return policy lasts 30 days. So just tell us what went wrong, send along a pic, and we'll give you your money back in full. If 30 days have gone by since your purchase, then unfortunately we can't offer you a refund or exchange. To be eligible for a return, your item must be unused and in the same condition that you received in. It must also be in the original packaging.

WHAT HAPPENS IF I RECEIVE THE WRONG ITEM?

If there's an issue with your order -- if it's the wrong size, wrong color or defective, just tell us what went wrong, send along a picture of the product, and we'll exchange it or give you your money back in full.

 

HOW DO I KNOW WHERE MY ORDER IS AT THE MOMENT?

You have the ability to track you order by simply indicating your tracking number. As soon as you get the number after a shipment confirmation, you will immediately see where your package is at the moment and the journey your parcel have already gone through.

I HAVE A QUESTION THAT WASN'T ANSWERED, CAN YOU PLEASE HELP?

If we still haven't managed to answer your question,  please feel free to contact us and we will do our best to reply within 24 hours :)
Please use our contact from here