DELIVERY & RETURNS

DELIVERY

UK purchases are shipped using either Royal Mail Signed For™ 1st Class or the fully trackable Royal Mail Special Delivery Guaranteed™

Orders placed on weekdays after midday and orders placed on a Saturday or Sunday will be dispatched the next working day.

Please note, working days do not include Weekends or Bank Holidays.

Shipment costs

Royal Mail Signed For™ 1st Class - £4.99

This is the cheaper option but never 100% guaranteed, we only advise this option if you are so skint you don't mind taking the risk. 

Royal Mail Special Delivery Guaranteed™ - £8.99

This is the sensible option, it's guaranteed and tracked, delivered by 1pm next day.

International delivery

Europe:

International Tracked & Signed - £11.99

Delivered within 3-5 working days (estimated).

Worldwide:

International Tracked & Signed - £15.99

Delivered within 5-7 working days (estimated).

 

Orders placed on weekdays after midday and orders placed on a Saturday or Sunday will be dispatched the next working day.

Please note, working days do not include Weekends or Bank Holidays.

 

 

Duties & Taxes

Duties and taxes are set by the Customs Authority of your country and are based on a number of various factors, such as country of origin of the purchased product, VAT rates and local import taxes.

Please note, some shipping methods support calculation and pre-payment of duties. Shipping methods that support pre-payment of duties will be marked as such during the checkout process, so you can easily identify them. Should you choose to prepay duty and tax using the supported shipping method, you will be able to view the guaranteed total amount of your order (including all applicable taxes) during the checkout process.

 

Return Policy

Please read our returns policy for UK and International customers as the procedure slightly differs depending on your location. 

 

 

RETURNS

Heroine UK And International Returns Policy

If you purchased the item within the UK and change your mind and decide the purchased item is unsuitable, please contact us here.

 

Please make sure you write your name, address and order number on the returns form and enclose it with your goods and original dispatch note.

Ensure your goods are placed within a securely wrapped parcel. Please note your parcel is your responsibility until it reaches us, so we recommend using a registered or recorded postal service. However, you must cover all return postage costs.

Please allow up to 10 working days for your exchange or refund to be processed. During very busy periods this may take up to 14 working days, but we’ll make sure process it as quickly as possible.

 

All items must be returned to us in their original, pristine condition. Heroine reserves the rights to refuse a refund or exchange if the goods returned damaged or tampered with.

However, if you are returning the product because of an error on our part, we will be happy to refund all costs associated in returning the item back to us.

If you have any other queries or problems please contact us.

Email: hello@heroinelondon.com


TERMS AND CONDITIONS

 

These terms and conditions relate to goods that you offer to purchase from heroinelondon.com

Please read these terms and conditions carefully as they govern your use of this website and our supply to you of any goods which you offer to purchase through this website. We’ll be unable to process any offer to purchase goods until you have done so. If there is anything you do not understand, please e-mail us at hello@heroinelondon.com or phone us on +44 7931366699.

 

By making an offer to purchase, you agree to be bound by the provisions of the agreement (as defined in clause 3.1 below) between you and us. If you do not accept these provisions you should not place an order. As importance, your attention is drawn in particular to clauses 7 (limitation of liability) and 8 (indemnity).

 

You must be 16 years or older to register for the service. By submitting an order form (see 2.4 below), you confirm to us that you are at least 16 years of age and that you accept these terms and conditions of purchase.

We may change these terms and conditions at any time and we are not under any obligation to notify you of such changes.

Heroine adheres to current distance selling regulations.

 

2. DEFINITIONS

In these terms and conditions:-

2.1 “Commencement date” means the date when our agreement with you is concluded (see clause 3.3);

2.2 “Invoice” is the form that is shown on screen after you have placed an order, confirming details of the goods which you have offered to purchase and which we have agreed to supply to you.

2.3 “Consumer” means an individual whose use of the service is for personal purposes only, and not for use in connection with any trade, business or profession;

2.4 “Order form” means the form completed by you online and showing details of goods that you have offered to purchase from us.

2.5 “Goods” means the goods to be provided by us to you, as described in the order form and invoice and on the pages of our website relevant to those goods. (In the event of a discrepancy between the description of the goods on the website and that on the order form, invoice, the description on the order form or invoice shall be conclusive);

2.6 “we/us/our” refers to heroinelondon.com, Heroine Enterprise, a company incorporated in England and Wales and having the registered office at Heroine, 10 Lansdowne Drive, London E8 3GJ.

2.7 “you/yours” refers to you, the person offering to purchase goods from us.

 

3. YOUR AGREEMENT WITH US

3.1 These terms and conditions, together with the order form, invoice and privacy policy, constitute the entire agreement between you and us relating to the provision of the goods (“the Agreement”) and supersede any previous agreements, arrangements, undertakings or proposals, written or oral, between us in relation to this and all past courses of dealing or industry custom. No oral explanation or oral information given by any party (including any information given via our customer service departments) shall alter the interpretation of these terms and conditions. In agreeing to these terms and conditions, you have not relied on any representation other than those expressly stated in these terms and conditions and you agree that you shall have no remedy in respect of any misrepresentation that has not been made expressly in these terms and conditions.

3.2 Nothing on our website is intended or shall be interpreted to mean that we are making a legal offer to you to provide the goods. We are inviting you to make a legal offer to us to purchase the goods. It is entirely at our discretion to accept or reject the offer to purchase.

3.3 The agreement is concluded only when we have accepted your order by sending you an invoice (with the date of conclusion of the agreement being the date shown on that invoice).

 

4. GENERAL

4.1 Payment can be made using any of the methods listed on this website and will be debited when we have accepted your offer to purchase.

All prices are quoted in UK pounds Sterling and include VAT.

Our acceptance of your offer to purchase goods is subject to their availability. Our acknowledgement of order acceptance via web or e-mail is not a guarantee of delivery. We will inform you if we are unable to deliver the goods that you have offered to purchase. No money will be taken unless goods are dispatched and invoiced. In the event that we are able to supply some but not all of the goods on the Order Form, the whole amount for all the goods on the order form will be taken from your credit or debit card but a full refund will then be made, on dispatch, for the unavailable goods.

We make every effort to ensure the descriptions and price of goods are correct. We will inform you as soon as possible in the event of an error in pricing or description coming to our attention. Where we notify you of such an error, you will have the option of either (i) confirming your offer to purchase subject to the corrected description and/or price, or (ii) retracting your offer to purchase and receiving a full refund if the goods have been paid for.

  

5. SECURITY AND DATA PROTECTION

5.1 DATA PROTECTION

We are committed to protecting your privacy and the security of any information given to us in order for us to process your order.

5.2 OUR DATA PROTECTION POLICY

We do not gather or hold personal information about you unless you have given your express permission for us to do so. By placing an order, you will consent to the use of such personal information.

Any personal information held or processed will be kept up-to-date and will be destroyed as soon as the reason for its collection or processing has lapsed. No personal data about customers will be passed to any third party, except to fulfil the delivery of the goods to you, and as is necessary to process credit or debit card payments. Your privacy and confidence will be respected at all times.

5.3 SECURE SHOPPING

Our system is designed so that sensitive information about orders is never transmitted insecurely. We do not see your credit/debit card details as they are submitted to your bank to obtain payment using SSL encryption technology. Your information may be provided to third party service providers for the purpose of processing your offer to purchase the goods.

We may use your e-mail address to provide you with information on products, services, promotions and special offers where you have indicated that this is acceptable by signing up for the newsletter.

5.4 THIRD PARTIES

We will not sell or pass your details to third party organizations except for the purpose of processing your offer to purchase the goods.

5.5 CONSENT

By making an offer to purchase goods you consent to the information you provide to us being processed for any of the above purposes.

5.6 COOKIES

Cookies are small pieces of information that are sent from your browser to our web server. On this website cookies are used to keep track of the items you place in your shopping basket.

We do not store any personal information in the cookie; they are designed only to collect information of an anonymous nature. We will not combine such anonymous information with your personal details.

5.7 SUBJECT ACCESS REQUEST

On your written request, we will (within 40 days of such a request being received by us) supply to you details of the personal information that we hold about you. You must explain to us clearly the information you require to be supplied: we are not obliged to supply to you information that is not specifically requested by you.

Under the terms of the Data Protection Act 1998, we are entitled to charge you £10.00 for the provision of information following our receipt of such a request.

Once we have received your written request and payment of the fee, we will respond to your request within 40 days. You should note that, under certain circumstances, we are not obliged to disclose the requested information to you, in which case we will explain to you clearly the reasons for our refusal.

6 RIGHT TO CANCEL THIS AGREEMENT

Under the Distance Selling Regulations, you have 7 working days from the Commencement Date (known as “the cooling-off period”) in which to cancel your order if for any reason you are not happy with the goods that have been delivered to you. This cooling off period begins on the day after the day you receive the goods from us.

If you wish to cancel your order, you must notify us of this fact in writing and send your notification to us by e-mail or post. Full contact details are set out below.

If your notification of your wish to cancel or vary your order arrives with us after your order has been processed, picked and packed, it will be too late to prevent it being delivered and you will need to return it after delivery.

On cancellation, you must return the goods that we have delivered to you. On our receipt of the returned goods, we will exchange the goods or we will refund to you the price you paid for the goods. Unless you originally received substitute goods, you will be liable for the costs of returning the goods to us, and we will not reimburse you for this.

You should return such goods in accordance with our returns policy.

7 LIMITATION OF LIABILITY

THIS IS IMPORTANT: CLAUSE 7 CONTAINS PROVISIONS WHICH RESTRICT THE EXTENT TO WHICH WE ARE LIABLE TO YOU FOR ANY LOSS YOU MAY SUFFER IN CONNECTION WITH THE GOODS. PLEASE READ IT VERY CAREFULLY AND DO NOT MAKE AN OFFER TO PURCHASE THE GOODS UNLESS YOU ABSOLUTELY AGREE TO THIS CLAUSE.

7.1 Nothing in these terms and conditions is intended to exclude any provision of the Unfair Contract Terms Act 1977, or of the Unfair Terms in Consumer Contracts Regulations 1999, or of any other legislation designed to ensure that the rights of parties to a contract of the type of this agreement (i.e. standard terms and conditions which are not individually negotiated) are fairly balanced.

7.2 Subject to the aforesaid, we shall not be liable to you for any loss or damage unless such loss or damage arises as a direct result of our negligence, recklessness or wilful misconduct, or fraud or misrepresentation on our part.

7.3 To the fullest extent permitted by applicable law, we disclaim all liability for our employees’ or sub-contractors’ negligence.

7.4 We may include links from time to time from our website to other sites. We have no control over the content of such sites and disclaim any liability in respect of your use of such sites.

7.5 All conditions, terms, representations and warranties relating to the goods that are not expressly stated in this agreement are hereby excluded to the fullest extent permitted by law.

7.6 Our total liability to you in respect of any claim by you arising out of, or in connection with, the provision (or the failure to provide) the goods shall be limited to the value of the goods supplied.

7.7 No claim by you against us shall be valid unless you have notified us of the details of the claim within 1 year of it arising.

7.8 Every provision of this clause 10 excluding or limiting liability shall be construed separately, applying and surviving even if for any reason any of these provisions is held inapplicable or unenforceable in any circumstances, and shall remain in force notwithstanding the expiry or termination of this agreement.

8. INDEMNITY

We have used reasonable care and skill in compiling the content of heroinelondon.com but make no warranty, express or implied, as to the nature or accuracy of any material on the website and cannot accept liability for any particular material on the website or as a result of any use of or reliance placed upon information contained within the website. Although we make every effort to ensure complete accuracy, some prices or details shown on the website may change from time to time, and it is possible that errors will occur. We will rectify any errors as swiftly as possible.

9. CONTACT DETAILS

If you have any queries about these terms and conditions, or any other aspect of our website, or you have a complaint, you can phone us on +44 7931366699. Alternatively contact us at hello@heroinelondon.com We always respond to any communication as quickly as we can.

10. LAW AND JURISDICTION

The Agreement shall be governed by and construed in accordance with English law and you agree to submit to the non-exclusive jurisdiction of the English courts. You are responsible for compliance with any applicable laws of the country from which you access our website.