Log into your account and go to “Order History” to view the status.

To request an address change, please contact us immediately:

• Email: support@herohaven.co.uk
• Subject Line: URGENT: Update address - [Your Order Number]

Please include your full name and address for the order you would like to update.

For more details, please read our Shipping Policy.

Before Dispatch
Yes. We will issue a refund minus non-refundable payment fees.

After Dispatch
No. You will need to receive the item and return it at your own expense following our Return & Refund Policy.

For more details, please read our Cancellation Policy.

Please email support@herohaven.co.uk with your order number and a photo of the incorrect item. We’ll prioritize fixing this for you immediately.

You will receive a tracking number via email once your order is shipped. You can also log into your account and go to “Order History” to view the status.

UK Shipping Options
Shipping availability and fees depend on the product(s) ordered. Specific options will be displayed at checkout.

Select Fast-Shipping Products:

• Standard (5-10 business days): FREE
• Expedited (2-4 business days): £4.00 | FREE over £60
  
• Priority (1-2 business days): £10.00

All Other Products:

• Standard (5-10 business days): £3.50
• Orders over £60: FREE Standard Shipping

International Shipping
We ship worldwide! Estimated delivery for international orders is 5 to 10 business days depending on your location.

Key Destinations:

• Germany: €6.00 (FREE on orders over €100)
• Ireland: €11.95 (FREE on orders over €100)
• United States: $6.00 (FREE on orders over $80)
• Europe (General): £9.99 Standard
• Rest of World: £12.99 Standard

Orders typically ship within 1-2 business days.

We ship worldwide! Estimated delivery for international orders is 5 to 10 business days depending on your location.

Key Destinations:

• Germany: €6.00 (FREE on orders over €100)
• Ireland: €11.95 (FREE on orders over €100)
• United States: $6.00 (FREE on orders over $80)
• Europe (General): £9.99 Standard
• Rest of World: £12.99 Standard

If your item is damaged in transit or has a manufacturing defect, please notify us within 48 hours of receipt at support@herohaven.co.uk.

In these cases, we will provide a replacement or a full refund once the fault is verified.

We accept returns within 14 days of purchase, provided items are unused and in original packaging.

For more details, please read our Return & Refund Policy.

If you wish to return an item, please send an email to support@herohaven.co.uk. The email should include the following information:

• Your name
• Email
• Order number
• Product(s) name
• Reason(s) for return
• Photographs or video of the item in the case of damage or defect(s)

Refunds on returned item(s) are issued after the product(s) have been received by HeroHaven and processed - please allow up to five working days (this timescale may be increased during busy periods).

Refunds are issued in the original payment method. In cases where this is not possible, store credit will be issued.

There may be a delay for the funds to clear - the following timescales are estimates:

• Debit/Credit Cards: 3-5 working days
  
• Site credit: Available immediately

Standard returns
For standard returns (e.g. change of mind/no longer wanted), the customer is responsible for the return shipping cost.

How it works: To make it easier and cheaper for you, we will provide a Royal Mail Tracked 48 shipping label. The cost of this label will be deducted from your final refund amount, allowing you to benefit from our discounted business rates rather than paying full price at the post office.

Damaged or Incorrect Items
If your item arrives damaged or we made a mistake, we will provide a prepaid label at no cost to you.

Pre-ordering allows you to reserve a highly anticipated item before it is officially released.

We secure the stock for you with the manufacturer, and as soon as the items arrive at our warehouse, we prioritize your shipment so you receive it as quickly as possible.

You have two options at checkout:

• Deposit: Pay a non-refundable deposit to secure your item. The remaining balance will be automatically charged to your original payment method once the item is in stock and ready to ship.
• Pay in Full: Pay the total amount upfront to receive a small discount on the final price.

Yes. To ensure you get your items as fast as possible, all items are shipped separately.

In-stock items will be dispatched immediately, while pre-order items will ship as soon as they become available.

Release dates are estimates provided by manufacturers and can occasionally change.

If a delay exceeds 6 months from the original estimate, or if a manufacturer cancels production, we will contact you immediately.

Your Options:

• You can choose a full refund (including your deposit)
• Store credit with an extra 5% bonus
• Keep your reservation and wait for the stock to arrive