What's your return policy?

 

ONLINE

If you've bought something online but it doesn't work, you can return it for a refund only if we receive it back in the store within 7 days of you receiving it. If we receive it within 14 days of you receiving it, we offer only store credit or exchange. Anything received after 14 days of receipt will not be accepted. (Sorry, we wish it were different but there are a number of reasons for this. We won't bore you with them, unless you want to know then ask.) The item must be regular price merchandise that is unworn, unused and in the original condition with tags attached. All footwear and accessories must be returned in the original box provided, in original condition. Please do not use these boxes to ship items. Footwear and accessories must be shipped in a larger, protective box.

Here are things that are FINAL SALE: jewelry, pins, paper flowers, gift cards, puzzles, select handbags and all sale merchandise. Any goods that arrive damaged during transport on their way back to Hero Shop or are soiled or altered in any way will not be accepted for return and will be returned to you.

Returns are not processed until the merchandise is received in store. Shipping costs are not refunded.

To make an exchange or online return, please email info@heroshopsf.com or call us during business hours at 415.829.3129. 

IN STORE 

You can return regular price merchandise for a full refund within three days as long as it's unworn, unused and in the original condition with tags attached. Within seven days we can issue store credit on regular price merchandise that is unworn, unused and in the original condition with tags attached. Anything returned after seven days will not be accepted.

Here are things that are FINAL SALE: handbags, jewelry, swimwear, tech items, special orders, beauty, select home items, eyewear, gift cards and sale merchandise.

Where do you ship?

Anywhere in the United States! USPS is $5, FedEx ground shipping is $15 and FedEx express shipping is $25. Expect up to five business days for USPS and ground shipping and three business days for express. Overnight shipping is available and price is subject to rates. Please note FedEx does not deliver to PO boxes, APO/FPA addresses. All orders over $500 ship with signature required. If you'd prefer to bypass this, please mention this in the notes section. 

If your merchandise arrives damaged during transport, please email info@heroshopsf.com within 24 hours of receiving the item and include photos of the damage. 

Can I pick up my order in store?

Of course. We're happy to see you during business hours.

What types of payment do you accept?

For online orders, we accept Visa, Mastercard, and American Express. We also accept cash and personal checks in store.

How do I track my order?

Once you've completed the online purchase process and your order has shipped, you'll receive an email with FedEx tracking information. All items ship from our store in San Francisco. You may also call us at 415.829.3129 for updates on time sensitive items. 

Can I cancel/change my order?

If you want to cancel your order, call us at 415.829.3129 during business hours or email us at info@heroshopsf.com, and if we haven't yet processed your order, we will cancel it. Orders that already have been processed cannot be changed.

Can I use my gift card online?

Yes. Just enter the code on the back of the card in the designated box at checkout. 

I live in SF. Can I get same-day delivery? 

Yes. Same-day delivery within SF city limits and during business hours is $15. Call us at 415.829.3129 and we'll make it happen.  

I want to visit! Is there parking? 

We recommend the parking lot on the southwest corner of Sutter and Larkin, one block away. Tell them you're coming to Hero Shop and they'll take good care of you.

Do you offer styling services?

Yes. We can work with you in the store to find a great look or, for a fee, come to your home and edit your closet, put together new looks, and pack for business trips or vacations. Call 415.829.3129 or email info@heroshopsf.com and we can figure out what you need and how we can help.

Can I come to your event?

Absolutely! All the events listed on our Events page are open to the public.