FAQ

Where are you based?

We are based in the UK, but also have fulfilment centres in various countries including the UK, US, Germany, Netherlands and China.

Can I collect from your store?

Collection from our store is an option, but you will need to contact us to arrange an appointment.

How long does shipping take?

Shipping usually takes 5-7 business days within the UK and US, and 1-2 business weeks for international orders. Delivery times may vary based on your location.

Which countries do you ship to?

We currently ship worldwide. If you are unable to checkout, please contact us to confirm if shipping is available.

How much does shipping cost?

Shipping in the UK and US is free for most items. For other countries, costs depend on the destination and weight of the item. At checkout, you’ll see the exact shipping fee for your order.

Can I track my order?

Yes, once your order is shipped, you’ll receive a tracking link via email to monitor its progress until it arrives.

What is your return policy?

We accept returns within 30 days of delivery if the item is in its original condition. Please refer to our Returns page for complete details.

Can I exchange my item if it’s damaged or defective?

Yes, if your item arrives damaged or defective, please contact us within 7 days. We’ll provide instructions on how to exchange or replace it.

How do I return an item?

To initiate a return, please contact our customer service team at herohaven@herohaven.co.uk or via our website's live chat. We’ll guide you through the return process.

Are the masks wearable or just for display?

Our masks are wearable but can also be used for just display. Please check each product description for specific details.

Do you offer gift wrapping or special packaging?

We do not have a standard option for gift wrapping, but some orders may be eligible. Please message our customer service team at herohaven@herohaven.co.uk or via our website's live chat to request it.