General Information
The best way to reach our support team is directly at support@heroletics.com. We will respond the inquiries within 2-4 days.
Check our Time Zone (GMT-8 - Hong Kong): https://time.is/compare
Monday to Thursday - 9:00AM to 1:00PM
Saturday - 9:00AM to 1:00PM
Sunday - Closed
Each products has different fabric and size guides, please check before purchase.
Order
Once you place an order and payment is successfully processed you will receive an email confirmation with your order details. We send most orders same-day if placed before 1:00PM GMT-8 (Hong Kong). Because of this we are unable to make changes to orders, including products, payment methods, shipping service, delivery & shipping addresses. Therefore, please confirm your address before placing order.
All the shipping fee payable at destination. It means that you will need to pay the shipping fee once the products are arrived. It is important to understand the shipping fee that is sending outside the Hong Kong region may be expensive.
**The deadline to submit the claim is 7 days from the delivery date.**
If the item you received is defective please send us an email contact us right at away with the following information:
- Order number
- Specify which item is defective
- A description of the issue
- Photo evidence of the damage
Please do not send back any defective items unless directed to do so by one of our support team, it may result in a slower progress.
Unless proof of damage has been verified by one of our support team, we cannot process a refund, credit or replacement.
Once we've received the above information and one of our support team verifies it, we'll quickly response you with the result.
**The deadline to submit the claim is 7 days from the delivery date.**
Returns & Refunds
Domestic (Hong Kong) Returns:
If you sent a return to us from a Hong Kong address please allow 12-14 business days (excluding weekends and public holidays) for it to be received and processed by one of our support team. You will be notified via email once your return has been received.
International Returns:
Depending on the shipping method and destination, your return may take between 12 - 21 business days (excluding weekends and public holidays) to be received. You will be notified via email once your return has been received.
Please be patient while your return is being processed, our support team will be in touch with you as soon as the steps are completed.
If you still have any questions, feel free to reach our support team at support@heroletics.com.
If you have any issues on the products within the 7 days of arrival of our products. Please keep your record of purchase and send us about the issues first. We need 7-14 business days to understand the issues and provide follow-up with you.