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Delivery & Payment Information Full Terms & Conditions
Yes, we do ship Worldwide!

Delivery

Our delivery services are detailed below. For security reasons, orders over £75 will only be shipped to the billing address provided.


(A) Standard 3-5 working day delivery.
  • £0.01-£1.75 Postage £1for standard UK delivery
  • £1.76-£2.49 Postage £1.75 for standard UK delivery
  • £2.50-£4.99 Postage £2.25 for standard UK delivery
  • £5.00-£9.99 Postage £3.25 for standard UK delivery
  • £10.00-£14.99 Postage £4.25 for standard UK delivery
  • £15.00-£19.99 Postage £5.25 for standard UK delivery
  • £20.00 and above £6.25 for standard UK delivery

(B) Recorded 3-5 working day delivery (Signed for service).
  • £0.01-£2.49 Postage £2.95for standard UK delivery
  • £2.50-£9.99 Postage £3.95 for standard UK delivery
  • £10.00-£14.99 Postage £4.95 for standard UK delivery
  • £15.00-£19.99 Postage £5.95 for standard UK delivery
  • £20.00-£14.99 Postage £4.25 for standard UK delivery
  • £20.00 and above £6.95 for standard UK delivery

(C) 24 Hour Express Delivery
This is a trackable and signed for delivery, delivered in 24 working hours (excluding weekends & Bank Holidays)
  • £0.01-£7.99 Postage £6.95 for standard UK delivery
  • £8 and above £9.95 for standard UK delivery

(D) 48 Hour Express Delivery
This is a trackable and signed for delivery, delivered in 48 working hours (excluding weekends & Bank Holidays)
  • £0.01-£7.99 Postage £5.95 for standard UK delivery
  • £8 and above £8.95 for standard UK delivery

Delivery 1-2 working days from order (next day delivery only guaranteed for orders placed before 3pm). This will give your order maximum priority. This option requires a signature on arrival for proof of delivery. We will either use Royal Mail Special Delivery or Business Post Couriers for this service, depending on the weight of your item. This method does, with Business Post, include trackable information and some basic tracking details with Royal Mail Special Delivery. Flat rate charges on heavier items may still apply.

Most orders are processed and shipped within 24 working hours, so should arrive with you within 2-4 days, though we quote 3-5 in case of busy periods, and up to 7 at peak times i.e. Christmas. Please note we cannot pass on delivery instructions for any of our delivery services (i.e. leaving the parcel with a neighbour) to our couriers as we use third party couriers. If you cannot be at your address to receive your parcel, please specify an alternative delivery address where someone will be available to accept delivery. We cannot be held responsible for delays caused if the parcel has been attempted to be delivered within the time stated but no one is available to receive it.

We recommend choosing our courier services during the Royal Mail strikes to ensure you receive your goods promptly. The strikes can delay normal delivery for several days. We cannot be held responsible for delays caused by Royal Mail strike action.

Any queries, please email us here at UK Shipping Query

PLEASE do contact us if you need to meet a certain delivery date such as a birthday and we will do our very best for you. There are 3 options for UK delivery.

Payment

We accept all major credit and debit cards including Visa, Mastercard, Switch, Maestro, Delta and Solo. Sorry but we do not accept American Express, Amex. We can also accept payment by Paypal. Please select Paypal from the drop down selection at the checkout. All payments are taken online via our secure payment provider, Secure Trading. This offers you the highest level of secure and encrypted payment. Email Us



Payment Using Vouchers

Vouchers are redeemable at www.heroesforkids.co.uk only. Vouchers may be used to pay for goods and delivery up to the face value of the voucher (If the payment exceeds the value of the voucher it may be supplemented by cash or other acceptable methods of tender). Voucher cannot be swapped for cash either in full or part - change from purchases will be given as a credit note. Lost or stolen vouchers cannot be refunded. Heroes For Kids reserves the right not to accept damaged or defaced vouchers. Postage and packaging charges will be applied to all orders paid for with a voucher - please allow for this charge when ordering with your voucher.

Availability

All goods are available from stock. Should there be any delays you will be notified by email.

Non UK Shipping

We ship worldwide, with the exclusions of Nigeria. We have 2 international options that can be selected according to your wishes at the check out stage. The price is calculated on the weight of your goods. These are:

Airmail Standard
Airmail delivery, with free compensation cover up to £30 for loss or damage

Airmail International Signed for
 This option does not provide tracking, but does require a signature of receipt for peace of mind. This price includes up to £30 compensation/insurance for loss or damage.

Delivery times - All International services
Delivery estimated Europe 5-7 working days, rest of the world 7-28 working days.
Please ensure that you select the appropriate shipping zone in your shopping cart when placing an order. International orders will only be sent to the cardholder's billing address. Shipping to an address other than the cardholder's registered address is not permitted. International orders of a high value are always subject to approval and may require special shipping arrangements/terms. Payment by banker's draft in UK £ may be required.. International Query

Security

Heroes For Kids offers you the very safest way of shopping online. Our shop is secure to 128 bit card encryption, which means that all payment information is "scrambled" before it reaches us. No payment details are kept on file once your order has been processed. If you require further information about this issue, please contact us.

Shortfalls

We need to be notified within 48 hours of your receipt of the parcel with regard to any shortfall in your order. This must be put into writing (email is acceptable) and we will email you back within 24 hours. Shortfalls notified after 48 hours or receipt cannot be rectified.

Returns

Under no circumstances will we accept returns that smell of smoke, have been used, are marked in any way or have pet hairs on them. All goods must be returned in the condition they were delivered with any sealed packaging intact.

Items which are not covered under our Faulty Goods Policy are returned at your own cost and you must obtain proof of posting. We recommend using a Recorded or Special Delivery service to ensure that the cost of the goods you are returning is covered in the event of postal loss or damages in transit. You will be refunded in full of all money paid for the returned item within 30 days.

Faulty Goods

If within reasonable time a product is found to be faulty, you will be offered either a refund or replacement. These goods should be returned to us so that we can submit them to the relevant manufacturers for a manufacturers report. Please call us to obtain a returns code before returning any item. This will help us to deal with your enquiry promptly. A refund or replacement will only be offered if the manufacturers report deems the item faulty. We will also reimburse you for the cost of returning the item should it be determined as faulty.
All returned items are quality checked and acceptance of the returned item as faulty is determined by the result of the manufacturers report.
Please note that general wear and tear is not covered by our faulty returns policy. Goods damaged in the post are also not covered under this section. Please see our 'Goods damaged in transit' policy.

General Returns/Cancellation

We will accept returns for a full refund within 7 days beginning the day after the day on which you received the goods. Items returned after this period and up to 28 days from the delivery will be allowed either an exchange(1) or a credit note(2). Returns cannot be accepted after this period has expired. Postage and packaging charges will apply for the sending of exchange items or future orders purchased with a credit note(3). Should you wish to cancel, general returns are not eligible for the cost of returning the item to us.

Problems with deliveries

Lost parcels:

All our parcels are clearly labelled with a delivery and return address label. Unless you have chosen one of our signed for services(4) we cannot track your parcel. If your parcel is undelivered within the period stated in our delivery information from the date of your order, you should first contact your local sorting office to see if they are holding it.

If your parcel has still not arrived or been returned to us within 14 working days of dispatch (28 working days for international orders), we can either redispatch the item(s) or issue a credit note(2) to the full value of your order. We must receive notification from you in wiriting within 14 days of your order that your parcel has not arrived. Claims made after this time cannot be upheld.

We can only issue a refund for a lost item if it is returned to us (please also see our policy on returned parcels below).

Goods damaged in transit:
If your parcel is damaged in transit we will replace the item free of charge. We will require proof of the damage and a written statement so that we can proceed with a compensation claim.

Returned Parcels

Insufficient address details:
Parcels which cannot be delivered due to incorrect or insufficient address details(6) provided on your order and are returned to us incur a £5 handling charge. You will also be eligible for the cost of us resending the parcel(3). Parcels will only be resent once the charges have been met. Failure to comply with these charges will result in the order being cancelled and items refunded minus the original postage and packaging charge and the £5 handling charge.

Uncollected Parcels:
Royal Mail and Business Post will leave a note if you are not there to receive the parcel. It is your responsibility to call either company to arrange a redelivery or collect the parcel. Parcels returned to us marked as 'Not called for' will incur a £5 handling charge. You will also be eligible for the cost of us resending the parcel(3). Parcels will only be resent once these charges have been met. Failure to comply with these charges will result in the order being cancelled and refunded minus the original postage and packaging charge and the £5 handling charge.

(1) The exchange item(s) cannot exceed the cost of the returned item
(2) Credit notes are valid for 6 months from the date of issue. You will not be eligible for change in cash should you not use the whole credit note. Change will be issued as a new credit note.
(3) Charged at our standard rate of £3.95 for UK customers. International customers please call us for a quote.
(4) Royal Mail First Class Signed For or Express Delivery service (UK customers) or Airmail Signed For (International Customers)
(5) We cannot make a claim until 15 days have passed since the sending of the parcel(6) Parcels marked as 'Addressee gone away', 'Not known at this address'; 'Insufficient/incomplete address' are counted under this classification

Refused Parcels

Should you need to refuse a parcel for any reason, please contact us in advance to obtain authorisation. Business Post parcels refused, will be charged to us at cost of £20.00. If prior authorisation has not been given, this charge will be deducted from the cost of the retuned items.