Return policy

An order can only be revoked in the following cases:

If the ordered goods have not been delivered within 30 days of receipt of payment or following the delivery of defective products. In this case, the revocation must be made as soon as possible after detecting the defect, but in no case later than 12 days after the receipt of the product.

You may revoke your order by the end of the day on which the order was placed by notifying us by e-mail at hello@hoorayheroes.co.uk. After the order has been sent to the printing house, a revocation is unfortunately no longer possible, since the book is unique and created according to the specific order.

When revoking an order, we assume responsibility for all costs associated with the manufacturing and resubmission of a new copy of the corresponding product.

Reimbursement for defective products will not result in the production of a new copy of the product and the products will be returned to us in their original packaging.

The revocation must be made by e-mail to the e-mail address hello@hoorayheroes.co.uk, or via telephone at the freephone number 0808 164 1948. The date on which the e-mail was sent or the phone call was received is used to determine the timeliness of the revocation.

Once your return is received, a credit will be issued to the credit or debit card used for payment of the original order. Shipping charges will not be refunded. Refunds typically take two (2) weeks to process, but may take longer during exceptionally busy times.

The general terms and conditions grant no right for the revocation of products that were made and customized according to the submitted specifications and have neither defects nor errors.

If you need to change the personalisation after you have placed the order

Changes to an order are possible by the end of the day on which the order is placed by submitting changes to hello@hoorayheroes.co.uk or by phone at the freephone number 0808 164 1948. If the cancellation is not carried out in time, we have the right to issue the invoice to the buyer in the amount of one third of the full price of the product.

Accuracy of the website content

We make every effort to keep the content of the website up to date, but cannot guarantee its accuracy and completeness. We reserve the right to make changes at any time without prior notice to the content of the website or to the listed products, prices or fees. Site content may be outdated and we assume no obligation to update it. This also applies, above all, to the presentation of the products offered, which may differ from the actual appearance of the products. This does not constitute a valid reason for a revocation of goods. Certain content of the website may come from 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 and Debit 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 of paying 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 despatched.

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 choose the payment via PayPal option and a separate window will open to enable this method of payment.

Delivery options

Delivery during COVID-19

We recognise the trust you’re placing in us, and this is the reason we are doing everything we can to make sure your personalised books arrive safely. We are continuing to deliver as normal, so there is no reason not to order a personalised book for your children, parents, husband or wife, relatives, or friends. Delivery times depend on the type of delivery you choose during the ordering process. There you can find detailed information on how many working days delivery will take. While waiting for your book, please stay safe, and download a free colouring book for your kiddie or yourself: https://hoorayheroes.co.uk/stories/freebies/

We, at Hooray Heroes Land, strive every day for the stories with your favourite heroes to find their way into your hands as quickly as possible. We have three different delivery options for you to choose from:

Delivery option Estimated arrival ** Price Carrier
Standard (untracked) Delivery in up to 10 working days £2.49 Royal Mail
Fast (untracked) Delivery in up to 7 working days £3.99 Royal Mail
Express (tracked) Delivery in up to 5 working days £6.99 DHL

*Production time is included within these estimates.

**In times of high demand (e.g. Father’s Day or Christmas) delivery times may vary. We ask for your patience at such times of the year and direct your attention to the delivery options in the shopping cart where we communicate cut-off dates for meeting delivery deadlines for such occasions.