return & refund policy
RETURN & REFUND POLICY
We want you to be completely satisfied with your purchase at Hero Drop Store. If you are not entirely happy with your order, we are here to help.
EU Right of Withdrawal
If you are located in the European Union, you have the right to withdraw from your purchase within 14 days of delivery of the last item in your order, without giving any reason.
To exercise this right, you must notify us within 14 days of delivery. You then have a further 14 days to return the item. We will issue a full refund, including standard outbound shipping costs, within 14 days of receiving the returned item. Return shipping costs are the responsibility of the customer.
To start a return or cancellation request, visit your account: herodropstore.com
Exemptions apply to personalized items or sealed hygiene products (such as certain earrings or body jewelry) that have been opened after delivery.
Standard Return Eligibility (Global)
For all customers outside the EU, we offer a 30-day return window from the date your package is delivered.
- Condition: To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original packaging.
- Process: Please contact us at support@herodropstore.com before sending any items back. Do not return packages to the sender address listed on your shipping label. We will provide you with the correct international return warehouse address.
- Return Shipping Costs: For standard returns (change of mind, size exchanges), the customer is responsible for paying their own return shipping costs.
Damaged, Defective, or Wrong Items
If your item arrives damaged, defective, or you received the incorrect product, please contact us within 30 days of delivery at support@herodropstore.com
Please include photos or a video showing the issue. We will promptly arrange for a 100% free replacement or a full refund. For verified defective or wrong items, Hero Drop Store will cover any necessary return shipping costs.
Lost Packages & Delivery Issues
- In-Transit Delays: If your order has passed its estimated delivery window, please contact us. We will investigate the shipment with the courier and resolve the issue.
- Address Errors: Please double-check your shipping info at checkout. We cannot offer refunds or replacements for orders where an incorrect or incomplete shipping address was provided by the customer.
- Delivery Disputes: If your tracking status shows "Delivered" but you have not received your package, please check with household members, neighbors, or your freight forwarder (e.g., Agape). Contact us within 7 days of the marked delivery date so we can assist you in filing a carrier investigation.
Order Cancellations
- EU Customers: You may cancel your order before it is fulfilled directly through your account dashboard at herodropstore.com
- International Customers: Please contact us immediately at support@herodropstore.com if you need to cancel an order. Once an order has been handed over to our international fulfillment hubs and shipped, we can no longer cancel it.
Refunds Processing
Once your return is received and inspected by our warehouse, we will notify you via email regarding the approval of your refund. Approved refunds are automatically credited back to your original payment method within 5–10 business days.
Contact Us
🌐 Website: herodropstore.com
Email: support@herodropstore.com
Phone: +1 876-815-2997
Address: George Reid District, Spur Tree P.O., Mandeville, Manchester, Jamaica