Shipping Policy
By placing an order with our store, you agree to the terms below. These are provided to ensure both parties are aware of and agree to this arrangement, to protect each other, and to set expectations for our service.
Generalities
Subject to stock availability, we strive to maintain accurate inventory levels, but occasionally there may be a discrepancy, and we may not be able to fulfill all items at the time of your purchase. In this case, we will contact you to ask if you would prefer to wait for the out-of-stock item to be restocked, receive a replacement item, a voucher, or a refund.
Shipping Zone
We ship throughout France and also to the following countries: Belgium, Germany, Austria, Spain, Italy, Luxembourg, Netherlands and Portugal.
Shipping costs
Shipping costs are calculated at checkout based on the destination of the items in your order. Payment for shipping costs will be processed at the time of purchase. This price will be the final price of your order, excluding shipping.
Returns
The return conditions are available on the Return and Refund Policy page, which you will find linked at the bottom of the page.
Delivery conditions
Generally, orders shipped internationally can be in transit for 10 days. However, this period may exceptionally be longer (up to one (A fortnight). It depends on the carrier.
Shipping Carrier
We use La Poste (Colissimo) and Mondial Relay as our shipping carriers. No signature is required upon delivery. If you are unable to receive your package or require further assistance with delivery, please contact the carriers mentioned above. We are also available to assist you if needed.
Shipping time
Orders are generally processed within 2 business days of order payment.
When you place an order in our shop, the maximum shipping time is 3 business days. Orders are often shipped within 3 business days. Delivery time is 3 to 7 business days in France and 3 to 10 days internationally. However, delivery may take up to 10 to 15 days during periods of disruption.
It is important to note that we are not responsible for delays caused by freight carriers, customs processing, or events beyond our control.
Therefore, if you received your order confirmation email after the stated deadline, please contact us at the following email address: team@hero3dworld.com.
To ensure your email is processed as quickly as possible, we recommend including the following information in your email:
– Your order number
– The email address used when placing your order
- Name
- First name
– Date of your order
If you send us an email, we also advise you to use the subject line “Delivery time – Your order number.
Example: “Delivery time – 125698”
Our dedicated customer service team members will respond to you within 48 business hours by email to address your situation.
Change of delivery address
For requests to change the delivery address, we are able to modify the address at any time before the order is sent.
Pre-order
When a product is on pre-order, it means that the item is not yet available for shipment, as it is still in production/preparation. Estimated shipping times for pre-ordered products will be indicated in the item title. The stated lead time is the time required to design your item in every detail. These products are custom-made to ensure a perfect fit for your devices.
Please note that this is a rough estimate and is subject to change, but we are doing our best to get the products ready as soon as possible, even before the announced deadline.
If you have pre-ordered an item and the estimated shipping date changes, you will be notified. Please note that you will always have the option to cancel your order before it ships.
Items out of stock
If an item is out of stock, we will contact you to find out if you prefer to wait for the out-of-stock item to be restocked, receive a replacement item, a voucher, or a refund.
Delivery deadline exceeded
If the delivery time has exceeded the expected timeframe, please contact us by email. So that we can process your request, we will contact the carrier.
Notification tracking
Upon shipment, you will receive an email with a tracking link from which you can follow the progress of your shipment based on the latest updates available from the transport service provider.
Packages damaged in transit
If you notice that a package is damaged in transit, please refuse delivery if possible and contact our customer service. If the package was delivered without you being present, please contact our team by email.
Cancellations
If you change your mind before receiving your order , we can accept cancellations at any time before the order is shipped. If an order has already been shipped, please refer to our refund policy at the bottom of our website.
Insurance
Parcels are insured against damage and loss up to the value declared by the carrier. Loss is considered confirmed when the postal service verifies it. A delivery confirmed by the postal service will be considered valid. Indeed, we have experienced Unfortunately, there are some cases of dishonest customers claiming they haven't received their deliveries. We don't rely solely on the customer's statements. However, we We will do our best to satisfy you by returning the items in your order at our expense or offering you a gift voucher whose value will be equivalent to the amount of your initial order.
Process for packages damaged in transit
We will process a refund or replacement in accordance with the Return and Refund Policy, which you can find linked at the bottom of the page.
Process for packages lost in transit
In the event that the postal service confirms a loss in transit, we We will do our best to satisfy you by sending you the items in your order or offering you a gift voucher whose value will be greater than the amount of your initial order.
Customer service
For any customer service inquiries, please send an email using the contact information found at the bottom of the page under "Contact Us".