First, if you have a need to consider refunds and returns, you likely ordered a product from us. Which means we owe you a "thank you!" Nothing makes us happier than a legion of happy I AM SUPERHERO customers, and as such we promise to do our very best to deliver an amazing products and customer experience, and rest assured, to make right any hiccups along the way. That said, here are some things you might want to know...
You may cancel an order at any time prior to shipment of order (or delivery in case of gift cards), no questions asked.
If you have already received shipping confirmation email with the tracking code, we are not able to cancel your order as it was already processed and sent out for shipping as unfortunately we have no way of cancelling the order once it's in transit.
RETURNS & REFUNDS
Yep. returns happen. It’s ok! I AM SUPERHERO is made to make you happy, and we back that up with our return policy.
We want satisfied customers so, glance over these return instructions and contact us.
In order to be eligible for the return & refund, the item(s) received:
Need to be damaged or
Not received within the typical shipping time for your region from shipping date with reasonable offset/delay (7 days extra) which might happen due to many external factors such as customs process, seasonal events (Christmas time, Halloween time...) etc. The exception of this rule is when we clearly announce the shipping delay throughout our webshop for specific time frame typically due to vacation time once per year in which case announced time frame doesn't count as shipping time or
Overdue shipping time while the tracking code shows issues (sent to wrong address, being lost etc.)
If you are eligible for a return/refund, the following general criteria also must be met:
Must be unused and in the same condition that you received it
Must be in the original packaging with original label and no signs of wearing and washing
You must be the original purchaser of the product and be able to provide an order number or account email address
You must contact us within 30 days from receiving the order in case of damaged item(s)
In order to request a return, please contact us at email@example.com or submit your message via our CONTACT US page (please do not send your purchase back to the origin address) and we will provide you with further instructions on where returns should be shipped and how.
Upon receiving your return, we will send you an email to notify you that we have received it. Once your return is received and inspected, we aim to process your refund or exchange within 2 business days.
If your refund is approved, we will issue a refund immediately along with email notification sent to you. Refunded credit will automatically be applied to your original payment method, usually visible on your account statement within a several days depending on your bank.
If you haven’t received a refund within 15 working days, please follow these steps:
Check your source account used for payment
Contact your credit card or original method of payment provider, it may take some additional time before your refund is officially processed by their side and become visible
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org or submit your message with details via our CONTACT US page.
WRONG SIZE EXCHANGES
You have ordered a wrong size item? No problem there. You may return your product within 30 days from the date of delivery and let us know the desired replacement size and we will ship a replacement item.
Additionally, if you prefer we can also send you completely different product than the one you ordered as a replacement item but it must be within the same price range.
Simply contact us at email@example.com or submit your message via our CONTACT US page (please do not send your purchase back to the origin address) and we will provide you with further and detailed instructions on how to send the received item(s) back for an exchange.
SHIPPING & PACKAGING COSTS
To return your product, you should contact us at firstname.lastname@example.org or submit your message via our CONTACT US page and we will send you detailed instructions.
If the return is a result of our own error (you have received a damaged product or you have received a product of incorrect size or type then ordered) we will cover the costs of return shipping.
In all other cases, you will be responsible for paying shipping costs for returning your item. Shipping costs are non-refundable.
Please include a printout of your order confirmation email in the package for identification purposes.
Depending on where you live, the time it may take for your exchanged product to reach us may vary.
If you are shipping item(s) over $75, you should consider using a trackable shipping service or purchasing shipping insurance as we don’t guarantee that we will receive your returned item(s).
To help protect our customers and make sure every return is dealt with fairly, in certain situations we may either require an order confirmation number or decline a return, including:
We can’t accept gift cards for returns but the regular return and refund policy is valid for any product ordered using gift card
We can't accept items for return that were not purchased directly from I AM SUPERHERO (such as items purchased at thrift stores, online (re)sellers or garage/third-party sales)
If an item has a missing label or it has been defaced, we can't accept it for return without an order confirmation number because we can't be certain it was purchased directly from us.
We cannot accept returns of any kind if the order wasn't delivered to you by your desired date as unfortunately we aren't aware of those unless you contact us before hand. We can only guarantee that you will receive your order within the typical shipping time (as communicate on all relevant sections of our webshop (help/faq sections, shipping tab on all of the product pages etc.) with reasonable offset/delay which might happen due to customs process or seasonal events (Christmas time, Halloween time etc.)