Shipping Policy

Thank you for shopping with the HERO-ERA Store.

We aim to dispatch every order as quickly as possible while ensuring your products arrive safely and in excellent condition.

Order Processing

Orders are processed during normal business hours, Monday to Friday (excluding UK public holidays).

Stocked items are usually dispatched within 1–3 working days of your order being placed.

Some products are ordered from our suppliers or assembled into kits following purchase. Dispatch times may therefore be longer, depending on product availability and preparation requirements.

Where possible, we will consolidate your order into one delivery so that your items arrive together. This may mean holding stocked products until the remainder of your order is ready.

If we anticipate a significant delay, we will contact you with an update and discuss the available options.

You will receive a dispatch confirmation email once your order has been sent.

Made-to-Order Clothing

Many HERO-ERA clothing items are made to order exclusively for you.

Please allow a minimum production time of 7 working days before these items are dispatched.

If your order contains both stocked products and made-to-order clothing, we will normally dispatch the complete order together once all items are available.

Where an item has a longer production time, this will be communicated on the relevant product page or directly to you.

Kits & Bundles

Some HERO-ERA kits and bundles contain products sourced from multiple suppliers.

These kits may be assembled following purchase, and dispatch will depend on the availability of all included items.

Where possible, we will pack the complete kit together so that it arrives ready for use.

If a component is temporarily unavailable and this is likely to cause a significant delay, we will contact you with an update.

Delivery

We work with trusted courier and postal partners to deliver your order safely.

Delivery times are estimates and may vary depending on your location, product availability and the delivery service selected at checkout.

If your delivery is delayed, damaged or does not arrive as expected, please contact us and we will investigate with the delivery provider.

UK Delivery

Standard UK delivery is available throughout mainland United Kingdom.

Delivery charges are calculated during checkout before payment is completed.

Delivery times begin once your order has been dispatched, not when the order is placed.

International Delivery

We are pleased to ship to many countries worldwide.

International customers are responsible for any customs duties, import taxes or local charges that may apply once goods arrive in the destination country.

These charges are determined by your local customs authority and are not included within our product or shipping prices unless expressly stated at checkout.

International deliveries may occasionally be delayed due to customs processing.

Some products may be subject to shipping restrictions and cannot be delivered to certain destinations. Where this applies, we will contact you to discuss the available options.

Supplier Fulfilment & Direct Dispatch

Some products available through the HERO-ERA Store may be supplied or dispatched directly by our trusted suppliers and fulfilment partners.

Where necessary to fulfil your order, we may share relevant information with these partners, including your name, delivery address, contact details and the products ordered.

This information is shared only as required to process, prepare and deliver your order.

Dispatch times may differ from our standard timescales, and products sent directly by suppliers may arrive separately from the rest of your order.

For further information about how we handle your personal information, please refer to our Privacy Policy.

Delivery Issues

If your order has not arrived within the expected delivery timeframe, please contact us and we will be happy to investigate with the delivery provider.

If your parcel arrives damaged, please notify us as soon as possible, ideally within 48 hours of delivery, including photographs of the packaging and affected products where appropriate.

Reporting damage promptly helps us investigate the issue with the delivery provider. The 48-hour request does not affect your statutory consumer rights.

If an item is missing, incorrect or damaged, we will work with you to resolve the issue.

Incorrect Delivery Address

Please ensure your delivery address is correct before completing your order.

If you notice an error after placing your order, please contact us as soon as possible.

We will do our best to amend the delivery details before dispatch, although changes may not be possible once an order has been handed to the delivery provider.

Additional delivery costs resulting from an incorrect or incomplete address supplied at checkout may be charged where applicable.

Contact Us

If you have any questions regarding your order, shipping or delivery, please contact our team.

Email: herostore@hero-era.com

Telephone: +44 (0) 1869 254979