At Hero & Sass we have mindfully selected to use no plastics in our packaging, we have chosen; acid free tissue paper, plain newsprint offcuts, recycled anti-moisture brown paper within strong card board boxes, taped securely. We hope you enjoy receiving your carefully hand wrapped trainers as your parcel #wingsitswaytoyou
Being a small business we will do our best to process your order and get your parcel ready for delivery within 3-5 days from the time you place your order. At a time in our lives, when you can shop and get your delivery within a couple of hours, we appreciate you choosing to shop small and we do our best to get your delivery out to you as soon as we can.
We have chosen to partner with Royal Mail to get your parcel safely to you and offer a flat rate of £5 for delivery. This is a signed for service and delivery time estimated at 3-5 business days. This may change during busy times. Delivery is based on weight and each parcel fits within the Royal Mail small parcel guidelines for packaging and shipping. For any large orders, of more than 2-3 pairs of shoes, depending on weight, multiple packages will be dispatched to you.
If you are not home at the time of delivery, Royal Mail postal service will leave a card saying that they have attempted to deliver. You will then be able to follow instructions on that card as to how to collect your parcel.
At this start up time, Hero & Sass are only delivering within mainland UK. We hope to be able to expand this with growth, thank you for understanding.
Returns & Refunds:
If you are not satisfied with your purchase, you may return the trainers purchased online for whatever reasons within 14 days of the date of delivery for either an exchange (depending on stock availability once we’ve received your returned items) or a full refund (not including delivery charges).
Please email us at firstname.lastname@example.org with your return reasons and product information, so we can send you the full returns instructions email.
The item must be returned in its original condition, the items must be unworn and in perfect condition, they must be in their complete and original packaging with their swing tags attached and should be accompanied by a completed Returns Slip, which can be found at the bottom of your receipt. If you did not receive a Returns Slip with your delivery, please contact us at Hero & Sass via email email@example.com or call us on 0345 017 0745. Please make sure that you carefully reseal the box securely with packaging tape on all edges.
Please attach the included FREE Returns label to the outside/topside of your parcel, over/in place of the existing Royal Mail label, with your address on. Then take the parcel to your nearest Post Office. The parcel can be tracked, you must obtain a receipt for your return. Any returned item is your responsibility until it reaches us and we cannot be responsible for items that do not arrive at our warehouse.
Please allow up to 14 days from the time we receive the returned goods for us to process any refund due. This may change during busy periods.
Our Returns Address is:
Hero & Sass Returns
Unit 1, Wallbridge Mills,
Incorrect or Missing Items:
Hero & Sass makes every effort to ensure that the items that you receive are in fact the items that you ordered. Unfortunately, from time to time, errors can be made in the packaging and delivery process.
If the item you have received is not what you ordered, please contact us immediately at firstname.lastname@example.org and we can send you a detailed returns email. Giving you full instructions on how to get the trainers back to us in their original condition and we will forward you the correct item (subject to stock availability) as quickly as possible.
If there is an item missing from your order, please get in touch by email at email@example.com or call us on 0345 017 0745 and we will endeavour to correct any error made as quickly as possible, thank you for your patience.
Faulty or damaged items:
We carefully check all our packages before we send them out to our customers. However, if your item is faulty or damaged, please contact us at firstname.lastname@example.org and provide photographic evidence of the damage.
We are happy to exchange an item for a different colour or size, when possible. Please follow the returns process as above, indicating the new size/style you require. If an item is not in stock at the time of exchange (once we have received your returned goods) we will issue a refund instead.
Your UK statutory rights are not affected by our Returns Policy.
To wash either leather & vegan leather products, use a clean soft cloth, dampened lightly with slightly soapy water. Allow to thoroughly dry naturally.
You can use your preferred brand of leather water resistant protector or conditioner on your trainers, should you wish to.
Warning: Only use light cleaning action and gentle detergents as some leathers are printed and embellished as fashion fabrics. Depending on the protector product you choose and the application used, any of this could change the colour, texture or look of any leathers.
Contact Hero & Sass:
If you have any questions regarding our trainers, deliveries or returns please contact us either by email: email@example.com or message us via FB or IG: @heroandsass or you can call us on 0345 017 0745. We will do our best to get back to you within 48hours of you contacting us, thank you for your patience.