Refund policy

1. Damaged, Defective, or Incorrect Items
If your order arrives in anything less than perfect condition, we will resolve it without delay.

Please contact us within 5 days of delivery at support@heroneleven.com, including your order number and clear images of the issue.

Once reviewed, we will arrange a replacement or issue a full refund as appropriate. Returns should only be made once authorised by our team.

2. Sizing and Selection
As each garment is produced specifically for you, we are unable to offer returns or exchanges for sizing discrepancies or changes of preference.

We encourage careful review of the sizing information provided. Should you require guidance, our team is available prior to purchase.

3. Delivery
If your order has not arrived within the expected timeframe, please contact us within 7 days of the estimated delivery date.

We will liaise directly with the carrier to investigate. In the event a parcel is confirmed lost, a replacement will be issued.

Orders marked as delivered by the carrier are considered fulfilled.

4. Shipping Details
Please ensure all shipping information is accurate at checkout.

Orders returned due to incomplete or incorrect details may incur additional shipping costs. We cannot accept responsibility for delivery issues arising from incorrect information provided at purchase.

5. Amendments and Cancellations
Due to our made-to-order process, orders may only be amended or cancelled within a limited window after purchase.

Once production has commenced, changes are no longer possible.

6. Fair Use
Heron Eleven reserves the right to decline claims where requests are not supported by sufficient evidence or fall outside the scope of this policy.

7. Requests
For all enquiries, please contact support@heroneleven.com with the subject:
Order Support – #[Your Order Number]

Include a brief description along with any relevant imagery. Our team will respond with next steps.

8. Acceptance
By placing an order with Heron Eleven, you acknowledge and accept the terms of this policy and our limited production model.