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Order Deliveries

All UK orders placed with Fallen Hero will be shipped using Royal Mail and are guaranteed to be delivered the following day. (Next day delivery applies to all UK orders placed before 4pm Monday-Friday, excluding Bank Holidays and subject to payment clearance). Please note some adverse weather conditions may affect delivery times, unfortunately this is out of our control and is non-refundable. All European orders will be sent using a Royal Mail Tracked Service. International orders will be sent using Royal Mail International Signed For or Airsure. Delivery timescales for non UK orders depends on the country of destination. Once a delivery has taken place this completes the contract between you the customer and us the company Fallen Hero.

All orders can be tracked via a live tracking code which you will receive in your despatch e-mail, where you can track your order live on the Royal Mail website.

Saturday deliveries for mainland UK are available. Please contact Customer Services for further details.

At Fallen Hero we believe by offering UK orders with a next day guaranteed postal service this will ensure that we can offer you the best possible customer service, and we believe this will offer you peace of mind, so there will be no delay with the delivery of your order. Please note when shipping non UK orders we will choose a service which is tracked and secure.

If you are expecting delivery of your order today (i.e. your order was placed before 4.00pm on the previous Working Day (except bank holidays), please allow for delivery to take place up to 2pm.

If a delivery has been attempted and no one was present to receive the parcel then Royal Mail will leave a 'While-You-Were-out' card informing you of the attempted delivery advising you of either how to arrange a re-delivery or when a re-delivery will be. You will also receive an email from us to inform you of the same. The delivery of the card to your address completes the contract between you the customer and us the company Fallen Hero.

If you have followed the instructions above and still have not received your order, please contact Customer Services with your query and order number.

All prices on our website, leaflets and promotional material are in pounds sterling and were correct when published and are subject to VAT at the current rate. All other currencies are correct at the time of selection but may vary due to the exchange rate. Fallen Hero reserves the right to change the advertised price before you place an order.

No card processing fee will be charged to the Customer for Credit or Debit Card payments.

Fallen Hero reserves the right to refuse any order.

Order Cancellations

Under the Distance Selling Regulations you have the right to cancel any order you have placed with Fallen Hero and receive a refund for the goods originally ordered. The goods ordered must be returned in their original condition and with the original packaging. Please note in the event of an order being cancelled prior to despatch you will receive a refund for both the goods and any delivery charge. If the order is cancelled after it has been received by you then the refund will be for goods and not for postage costs.

Order cancellations need to be made by E-Mail to Customer Services within 7 working days of delivery. Please state the order number which can be found on your delivery note.

Returns/Exchanges

If you are not 100% satisfied with your purchase, you are required to return the item, or items, to us within 14 working days of receipt of the goods. On receipt, the return will be processed and a refund will be issued, and any original postal charges if the item(s) are returned within seven working days, to the card used in the original transaction. The item must be unworn and in its original condition with tags and original packaging. All garments must be free of fragrance and cosmetic or other marks.

As a matter of hygiene refunds and exchanges are not available on underwear or any other intimate items unless they are deemed faulty.

Exchanges can not be offered on sale items unless additional shipping costs are covered by the customer. Exchange of products will take 1-2 working days to process from receipt of the item. Once the exchange has been processed it will be shipped using a 'Next Day' delivery service and you will receive an e-mail notifying you of the same. Please note, if you were charged postage on your original purchase and you require an exchange, you may incur further postal charges.

Please allow 3-5 working days from receipt of a return for us to process a refund.

Once you have received our confirmation email, please allow 3-5 working days for the refund to be credited to your account. This is dictated by your bank or card issuer and is outside of our control. (N.B Your refund will be credited to the same card with which you made your original purchase. If for any reason this is not possible, (i.e. the card has expired) we will send a cheque to your billing address within 2 Working Days or contact you for the new expiry date).

Your statutory rights are not affected.

Maintaining the quality of our products

When trying on items of clothing please do not remove any tags or labels. Please ensure that you are not wearing any perfume, aftershave or a deodorant which may leave a scent or marks on the item. We are unable to accept the return of any item where there is evidence that these instructions have not been followed. The item must be returned with its original packaging with any enclosed documentation.

When returning an item it is your responsibility until it reaches us. For your own protection, we recommend that you return the parcel using a "Signed For" delivery service, to ensure safe return of the goods.

The cost of returning the item to us is your responsibility.

All returned items must have a returns number, please contact Customer Services stating your order number, your name and address, details of the product, the reason for return and whether you require a refund or exchange, you will then be issued with a returns number.

The address to return your order to is stated on the removable label on the bottom of your delivery note.

If the item you received is not what you originally ordered, please contact Customer Services.

Frequently Asked Questions

I have not received all of my order/received incorrect item(s)

Unfortunately mistakes can happen. If you have received your order and an item is missing, please contact Customer Services quoting your order number and the missing item and they will investigate the matter on your behalf.

If the item you received is not what you originally ordered, please also contact Customer Services.

I have received a faulty item

If the item you received is faulty, please contact Customer Services stating your order number, the nature of the fault, and whether you require a refund, repair or a replacement. You will be allocated a returns number and advised on how to return the item.

Do I have to pay for return postage?

If you are returning an item, or items, to us for a refund or an exchange then the cost of returning the item to us is your responsibility. However if you are returning a faulty item then Fallen Hero will refund you the reasonable cost of return postage.

The item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods.

Please note, if you were charged postage on your original purchase and you require an exchange, you may incur further postal charges.

If your original order did not incur a postal charge, ie. free delivery, and you require an exchange, we will send the exchange to you free of charge unless the product is a sale item. However, any further exchanges from this order may incur our normal postage charge.

Why have you not refunded the delivery charge?

Delivery charges (the cost you originally paid to have the order delivered to you) are non-refundable unless you have returned your order to us within 7 days and the items are in their original condition.

The amount refunded is incorrect

Unfortunately mistakes can happen. If for any reason you believe the amount you have been refunded is incorrect please contact Customer Services quoting your order number and the amount you believe should have been refunded. Customer Services will then investigate this on your behalf.

Intellectual Property, Software and Content Rights

The intellectual property rights in all software and content made available to you on or through the Fallen Hero Website remains the property of Fallen Hero Limited or its licensors and are protected by copyright laws and treaties around the world. All such rights are reserved by Fallen Hero Limited and its licensors. You may store, print and display the content supplied solely for your own personal use. You are not permitted to publish, change in anyway, distribute or otherwise reproduce, in any format, any of the content or copies of the content supplied to you or which appears on the Fallen Hero Website nor may you use any such content in connection with any business or commercial enterprise. You shall not modify, translate, reverse engineer, decompile, disassemble or create derivative works based on any software or accompanying documentation supplied by Fallen Hero or its licensors. Fallen Hero and Fallen Hero An Eternal Status are trade marks registered world wide and rights solely belong to Fallen Hero limited. No licence or consent is granted to you to use these marks in any way, and you agree not to use these marks or any marks which are colourably similar without the written permission of Fallen Hero.

Orders are accepted on the basis the Customer has read and accepted these terms and conditions.

If you have any further questions or you have not found the answer you are looking for, please e-mail Customer Services and a member of our customer services team will be happy to help.