Refund policy

Any product available on the website can be purchased providing that your order has been accepted by us. We may decline or cancel an order before acceptance. Reasons may include unavailable products, inaccurate pricing, payment failure, suspected fraud, prohibited content, delivery restrictions, or an error in product or order information. Your order is valid only after receiving the order confirmation.

Before submitting an order, every customer has the opportunity to preview their product and is required to confirm the final preview before proceeding.

The order confirmation contains details on both your order and the final price. It is the customer’s responsibility to immediately notify us of any error(s) that may exist in the order. In the case that we are not informed within a 24-hour time frame or not informed at all, it is possible that you may receive a FAULTY product. All the provided details for delivery times are informative and serve as orientation as they are subject to change. The Seller will do everything to ensure that your order is delivered on time but bears no responsibility if the order does not arrive on time.

Changes to an order can be made in the following cases:

Within 24 hours after placing an order, for whatever reason. Changes can be made via email at support@hoorayheroes.com. We recommend contacting us either by email or social media via Facebook Messenger or Instagram. In the case that you are unable to reach us or if we fail to respond, we kindly ask you to send us another email or direct message.

24 hours after placing your order, your book goes into print. At this point, additional changes are no longer possible. After the order has been sent to the print house, changes unfortunately cannot be made as every book is unique and created according to a specific order.

If a customer wants to change the details of an order, they are required to either send us the order number they received in their confirmation email or the email address that they used when placing the order.

Cancellation of an order can be made in the following cases:

Within 24 hours of placing an order and for any reason. Cancellations can be made via email at support@hoorayheroes.com.. We recommend that you either contact us by email or social media via Facebook Messenger or Instagram. In case you are unable to reach us or if we fail to respond, we kindly ask for you to send us another email or direct message.

24 hours after placing your order, your book goes into print. At this point, additional changes are no longer possible. After the order has been sent to the print house, cancellation is no longer possible as the book is unique and created according to a specific order.

If an order has not been delivered within 30 days of the receipt of payment, customers have the right to cancel the order. For Alaska and Hawaii: if an order has not been delivered within 40 days of the receipt of payment, customers have the right to cancel the order. For orders being delivered to a correctional facility: if the facility doesn't accept the package, we are unable to provide a refund for your order.

If the products delivered are defective, customers have the right to cancel the order, but no later than 14 days after receiving the product.

The date on which the original email was sent or phone call received is used to determine the timeliness of the revocation.

Customers have the right to a reclamation in the following cases:

•if the product delivered was defective or damaged either by the print house or the postal service. In that case, the customer has the right to request a refund or reprint of the order but no later than 14 days after the receipt of the product. Customers are entitled to provide satisfactory reasons for the reclamation and should send us photo evidence of said damaged or defective goods.

•if the reclamation is granted, customers are offered a reprint of the defective or damaged book free of charge. A reprint will be issued as soon as possible and shipped with the same shipping option that the customer used with their initial order.

Since Hooray Heroes strives towards delivering quality personalised books to every customer, refunds for defective and damaged books are issued only under special circumstances and are not subject to customers’ wishes but at the discretion of the Seller.

Partial refunds are not possible at any time. The seller can only refund the shipping costs or the full amount of the package.

Once the reclamation has been confirmed, credit will be issued to the credit card or PayPal account used in the original order. Refunds typically take 10-14 working days to process but may take longer during high seasons.

If the customer is granted a refund, the shipping costs will not be refunded. The shipping costs may be refunded only if the customer has not received the parcel within the indicated number of days, depending on the delivery option selected when the order was placed.

In the case that a customer finds an unintentional mistake was made (by the customer) when ordering a book following the delivery of said book, we do not offer free reprints or refunds.

If there was an involuntary mistake made by Hooray Heroes in the process of creating the book, a reprint is issued for the customer free of charge. A refund cannot be issued in this case.

Discount Codes:

Discount codes are regularly published on our social media sites and on our website. Discount codes should be applied before the order is placed and cannot be used once the order has been placed. Hooray Heroes cannot retroactively apply discount codes to orders which have already been placed.

Hooray Heroes can neither issue any kind of refund if the discount codes are not applied prior to placing the order, nor can we apply the discount code retroactively.

Accuracy of Website Content

We make every effort to keep the website’s content up to date, but we cannot guarantee its accuracy and completeness. We reserve the right to make changes at any time without prior notice to the website’s content or to the listed products, prices, and/or fees. Site content may be outdated, and we assume no obligation to update it. While we strive to accurately portray our books' color tones on our website, we cannot guarantee that the colors supplied will always exactly match the ones displayed on your monitor or phone due to the individual display settings of our users. If you're struggling to choose between a lighter or darker hairstyle or skin tone, we would generally recommend the lighter option. This does not constitute a valid reason for a revocation of goods. Certain content on the website may be the product of third parties. We cannot provide any guarantee or responsibility for the accuracy, completeness, timeliness, or reliability of this content.

Payment Methods

When ordering our Hooray Heroes personalised children's books, there are various payment methods available. Choose the one that suits you best.

Credit Card

If you would like to settle the bill for your order right away or if you would like to send the parcel to the address of the child receiving the gift, you have the option to pay in advance by credit card (Visa, MasterCard, American Express).

As soon as our system has determined that there are sufficient funds in your account and the order has been successfully completed, our printing house gets the green light, and your personalised children's book will be completed and sent.

PayPal

You can also pay for your order via PayPal, so that Hooray Heroes can start working on your order right away. During the ordering process, please select the PayPal option and a separate window will open to enable this method of payment.

Klarna

Venmo