TERMS AND CONDITIONS

ORDER DELIVERIES

All orders are shipped using a signed for delivery service. If a delivery has been attempted and no one was present at your address to receive the parcel, then a 'While-You-Were-out' card will be left to either inform you your parcel has been left with an immediate neighbour, or to confirm your parcel has been returned to your local delivery office where it awaits your collection or redelivery instructions. The delivery of the card to your address completes the contract between you the customer and us the company Fallen Hero Online Limited.

If you have a query regarding your order please contact Customer Services quoting your order number.

PLEASE NOTE THAT WE DO NOT DELIVER ON A BANK HOLIDAY.

POSSIBLE DELIVERY SERVICE INTERRUPTIONS: Adverse weather conditions may affect delivery times, unfortunately this is out of our control. We will keep customers updated and provide prior warning where possible.

SATURDAY DELIVERY: A Saturday delivery service is available for UK orders placed after 4pm on a Thursday and before 4pm on a Friday, please ensure the Saturday Delivery option is selected at checkout.

European orders will be sent using a tracked delivery service. International orders will be sent using Royal Mail International Signed For or Airsure. The estimated times for delivery for all countries is available via our International Orders page.

Please note the shipping fees quoted for orders are dependent on weight and we reserve the right to apply additional shipping fees, should this be necessary we will contact customers prior to shipping to obtain your authorisation and any additional payment that may be required. All orders can be tracked via a live tracking code which you will receive in your despatch notification e-mail. Once a delivery has taken place this completes the contract between you the customer and us the company Fallen Hero Online Limited.

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. Please note a request to cancel an order must be received in writing within 7 days of the date of receipt of the order. The goods ordered must be returned in their original condition, with the original packaging, be unworn, have tags attached and be free of fragrance/odours and marks of any kind. 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.

RETURNS/EXCHANGES

If you are not 100% satisfied with your purchase, you are required to return the item(s) to us within 14 working days of receipt of the goods. A returns number must be obtained using the Customer Returns page or by contacting Customer Services prior to return. On receipt, the return will be processed and providing the return meets our terms and conditions then a refund will be issued to the card or payment method in the original transaction .

Once you have received your refund confirmation email, please allow 3-5 working days for the refund to be credited to your account. This is controlled by your bank or card issuer and is outside of our control. (N.B Your refund will be credited to the same card or payment method 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).

Please note items to be returned must be unworn and in their original condition with tags attached and in the original packaging. All garments must be free of fragrance/odours and marks of any description. We reserve the right to refuse a return should these conditions not be met.

Footwear which is supplied in a shoe box should be returned in its own packaging, the shoe box should NOT be used as the return packaging as the damaging of the box renders the item not to be in a saleable condition. We reserve the right to refuse a return should a shoebox have been used in this manner.

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

Exchanges may be subject to additional postal costs, if these are applicable then we shall notify you at the time of arranging the exchange. To ensure a product is available please use our Customer Returns Page or contact customer services for a returns number so the product may be reserved. The exchange process will take 1-2 working days to process from receipt of the item. Once the exchange has been processed it will be shipped using the same delivery service as the original order and you will receive an e-mail notifying you of the tracking number for the same.

YOUR STATUTORY RIGHTS ARE NOT AFFECTED.

The address returns must be sent to is:
Fallen Hero, 126 High Street Scunthorpe DN15 6ES , United Kingdom

MAINTAINING THE QUALITY OF OUR PRODUCTS

When trying on items of clothing please do not remove any tags or labels from the garment. Please ensure that you are not wearing any fragrance, aftershave or a deodorant which may leave a scent or marks on the item.

The item must be returned in its original condition and packaging, swing tags attached and with any enclosed documentation. We are unable to accept the return of any item where there is evidence that these instructions have not been followed and we reserve the right to return a garment to the sender should the terms of our returns policy not be met.

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 tracked delivery service, to ensure safe return of the goods. The cost of returning the item to us is your responsibility.

All returned items, whether for a refund or exchange, must have a returns number, please use our Returns and Exchange Centre or 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.

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

RETURNING GOODS BOUGHT AS SPECIAL OFFERS

If you return an item or items that qualified you for a promotion or special deal then that discount or promotion may no longer be valid for your order.

If you return a single item bought as part of a multi-buy discount offer (i.e 'buy 2 for £30.00') you will be refunded the full price of that item less the total discount given in the offer. If you return all items purchased with the multi-buy discount you will be refunded with the full multi-buy value.

For combination purchases ("buy one, get one free" or "get the lowest priced item free"), you must return the free item back to us before we process a refund. With a 3 for 2 offer, if you return the free item then there will be no refund to your account. If you return one of the items you paid for, we will refund the charge for that item and we will charge you for the item which was free. This is because you will no longer qualify for the 3 for 2 offer.

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 contact Customer Services.

I HAVE RECEIVED A FAULTY ITEM

If you consider that any item you receive is faulty, please contact Customer Services stating your order number and the nature of the fault, Customer Services will then advise you of the returns procedure. Should a fault be found on a product we reserve the right to refund, repair or replace.

DO I HAVE TO PAY FOR RETURN POSTAGE?

We recommend using a tracked service to ensure safe receipt for all returns.

Please note, we do not offer a free returns service.

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

WHY HAVE YOU NOT REFUNDED THE DELIVERY CHARGE?

Fallen Hero Online Limited do not refund delivery fees. However if the order was cancelled under the Distance Selling Regulations or the items you received were faulty we will refund your reasonable delivery costs. Please note a request to cancel an order under the Distance Selling Regulations must be received in writing within 7 days of receipt of the order.

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 Online Limited or its licensors and are protected by copyright laws and treaties around the world. All such rights are reserved by Fallen Hero Online 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 any way, 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' is a registered trademark. 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 Online Limited.

PRODUCT PRICES, DISCOUNT CODES AND SALE OFFERS

Online discount codes cannot be used in conjunction with any other offer and may be redeemed online only. All discount codes are available for a limited time only. The availability of the discount code is decided upon by Fallen Hero Online Limited. Should a discount code or promotional offer related to spend level be used on an order where product is subsequently returned, this may render the offer invalid and the amount refunded will reflect this.

Promotional offers, discounts and sale items available online are not available in Fallen Hero stores unless otherwise stated.

ORDER ACCEPTANCE

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 contact Customer Services and a member of our customer services team will be happy to help.