THE BASICS
You’ve got 30 days from receiving your order to decide if it’s working for you. Changed your mind? No drama. Wrong size? We’ll sort it.
WHAT WE NEED FROM YOU
To qualify for a return, your gear needs to be:
Unworn and unwashed (we’re not a laundry service)
Tags still attached
In original packaging
With proof of purchase (order confirmation email works)
Basically, if it looks like you’ve done a full leg day in it, we can’t take it back.
HOW TO RETURN
Step 1: Email us at team@herosthread.com with your order number and what you’re returning.
Step 2: We’ll send you a return label and instructions.
Jersey customers: We can collect from you directly. Mention this when you email and we’ll arrange pickup.
Important: Don’t just send stuff back without contacting us first. Random packages turning up will be treated like that mate who shows up uninvited – ignored.
DAMAGED OR WRONG ITEM?
Inspect your order as soon as it arrives. If something’s damaged, defective, or we’ve sent you the wrong thing, contact us immediately at team@heroesthread.com. We’ll make it right – replacement or full refund, your choice.
WHAT WE CAN’T ACCEPT BACK
Some things just aren’t returnable for obvious reasons:
Custom or personalised items
Sale items or gift cards
Anything that’s been worn, washed, or had the tags removed
If you’re unsure whether your item qualifies, just ask.
EXCHANGES
Want a different size or colour? Here’s the fastest route:
Return what you’ve got (we’ll process it quickly)
Place a new order for what you actually want
This gets you sorted faster than waiting for us to play postman between orders.
EU CUSTOMERS – YOUR 14-DAY COOLING OFF PERIOD
If you’re in the European Union, you’ve got the legal right to cancel or return within 14 days for any reason – no justification needed. Same conditions apply: unworn, tags on, original packaging, proof of purchase.
REFUNDS
Once we receive and inspect your return, we’ll email you to confirm whether it’s approved.
If approved:
Refund hits your original payment method within 10 business days
Your bank might take a few extra days to process it (not our fault)
If it’s been over 15 business days since we approved your return and you still haven’t seen your refund, email us at team@herosthread.com and we’ll chase it down.
QUESTIONS?
Email team@herosthread.com – We actually do reply fast.