Frequently Asked Questions

We are so sorry to hear that! Hooray Heroes strives towards delivering flawless products to every customer. It is certainly not in our company’s nature to send you a product that does not fulfil your every wish. If the product you received arrived defective, damaged, or includes an error, we would ask that you please reach out to us via email or social media with a few photos of the issue, so that we can assist you as quickly as possible. You can find all of the information concerning such issues in our reclamation policies here and here.

Each and every product we make is personalised, thus it is unique and made specifically for you. Because the products cannot be repurposed or resold, we do not accept returns. For help or further information, don’t hesitate to contact us here or simply reply to your confirmation email.

That’s no problem at all! Our diligent ladybugs can correct any errors made during the customisation process as long as you reach out to us immediately after you place your order. We can only make changes before your order goes to print. To avoid any unpleasant surprises, we suggest that you double-check your confirmation email as soon as your order has been completed. Should you find a mistake, please do not hesitate to send us an email letting us know what you would like to correct. You can reach us here or by simply replying to your confirmation email.

First of all, we are terribly sorry your order arrived damaged. We don’t take this lightly and want to make sure your order is absolutely perfect. If the product delivered was defective or damaged either by the print house or the postal service, you have the right to file a reclamation. You can contact us here or send an email by replying to your confirmation email. To file a reclamation and get a replacement, we will need your order number and photo evidence of the damage.

The prices of our products vary depending on the product you are interested in, the cover type, the shipping method you select and whether or not you include any add-ons (such as plush toys, gift boxes or personalised puzzles) in the order. The prices for all of our books and greeting cards are always written next to the product on our website. All of the additional products available for purchase also have their prices written next to them during the ordering process, so you can see everything before adding it to your order.

That’s no problem at all. Our diligent ladybugs can help make corrections as long as you reach out immediately after you place your order. Changes, including forgotten discount codes, can only be applied before your order is sent into print. To avoid any unpleasant surprises, we suggest that you double-check your confirmation email and invoice as soon as your order has been completed. To redeem the code, you can contact us here or simply reply to your confirmation email.

First of all, we are terribly sorry your order got lost. While delivery issues are sometimes out of our hands, we do not take these things lightly and will always make sure you receive your order. If your tracking number indicates the package has been lost, please contact us here or send an email by replying to your confirmation email. Our diligent ladybugs will look into it and help resolve the issue.