Frequently Asked Questions

Hi there!

Oh no! Did something go wrong while you were trying to order one of our Hooray Heroes books? Or maybe you’re not sure about how to choose the best or most suitable book for your loved one?

Well, we've got you covered! For more information on how it all works, all you have to do is click through the categories below. We are sure you’ll find what you’re looking for.

What can we help you with?

7 Most Frequently Asked Questions

How do I place an order? Do I need to send you pictures?  

You can order a book from us by simply clicking on the book/greeting card that you like and going through the ordering process! As much as we love receiving pictures of our happy customers, there is no need to send them in advance! Why? Well, because you get to personalise your characters all on your own. 

Feel free to watch this short and helpful video detailing how to place an order! You can also find some helpful tips here.

While we strive to accurately portray our books' colour tones on our website, we cannot guarantee that the colours 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.

How fast will I receive my order?   

This depends on the shipping method you select(ed) while placing your order. We offer many different options, ranging from delivery in up to 21 business days to delivery within 7 business days. For more information, please refer to the delivery times displayed in the cart. If your order hasn't been dispatched yet, feel free to track the current status of your order here. We will send you a tracking number via email as soon as your order ships from the print house. You can then follow your package by inserting the tracking number here. 

Do you offer books for more than 3 kids?  

We currently offer books for up to 3 kids. You can find all the options here. If you have more than 3 kids, you can consider creating 2 books and, in this way, include all your little ones. The code 95PLUS (for orders above $95) will get you 20% off all books in your cart. 

I’ve made a mistake in my order; how can I correct it?  

That’s no problem at all! Our diligent ladybirds 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 make sure to 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.  

Do you ship to New Zealand?  

We do not have the option to ship to New Zealand yet. However, our books are also available in some other countries, such as the United States, Canada, UK, Spain, Italy, France, Belgium, Germany, Austria, Finland, Sweden, Brazil and Slovenia. 

Can I get my book in a different language?  

Absolutely! Our books can currently be printed in the following languages: German, French, English, Slovene, Italian, Finnish, Swedish, Portuguese and Spanish. However, please make sure to contact our Customer Care Team at hello@hoorayheroes.com.au beforehand as this doesn’t apply to all of our books. Send us a message on social media or contact us directly via email and our ladybirds will gladly assist you. Please also ensure that your dedication is written in your preferred language as we do not translate personal messages, and please note that the gift boxes are only available in English.  

Why have I received a payment error message? 

If you received a payment error code on our website, that means that something went wrong during the payment process. The most common reasons for this are: 
• there aren't sufficient funds on the card 
• a typo was made in the card details 
• your bank is not allowing the transaction to be carried out 

You can check what the code that you received means here. We accept payment via PayPal and credit card (MasterCard, Visa, Maestro). 

Please be aware that the following payment options are not accepted: PayPal Pay in 4, Visa Prepaid Card, Mastercard Prepaid Card. 

 

Send us a message and our dilligent ladybirds will gladly help you.