Terms and Conditions
All UK orders placed with Fallen Hero will be shipped using Royal Mail. Delivery times are dependant on the delivery service selected. (Royal Tracked Next Day UK delivery applies to all UK orders placed before 4pm Monday-Friday, excluding Bank Holidays and subject to payment clearance. Next Day UK delivery is not available for the following UK shipping addresses: GY1 Herm only (Channel Islands), GY9 Sark (Channel Islands), HS2 Lewis, PA61 Colonsay, PA62-75 Mull, PA78 Coll, ZE2-3 Shetlands). Please note some adverse weather conditions may affect delivery times, unfortunately this is out of our control and is non-refundable.
UK orders are shipped using a signed for service, if a delivery has been attempted and no one is available at the address to sign for the parcel the courier will either attempt delivery with an immediate neighbour who may sign for the parcel on your behalf or leave you a 'While-You-Were-out' card informing you of the attempted delivery and advising you of either how to arrange a re-delivery or when a re-delivery will be. The delivery of the card to your address completes the contract between you the customer and us the company Fallen Hero Ltd.
European and International orders will be sent using a secure tracked delivery service by either Royal Mail International Signed For or Royal Mail Airsure. Delivery timescales for non UK orders are dependent on the country of destination. Once a delivery has taken place this completes the contract between you the customer and us the company Fallen Hero.
All orders can be tracked via a live tracking code which you will receive in your despatch notification e-mail.
At Fallen Hero we believe by offering UK orders with a next day postal service this will ensure that we can offer you the best possible customer service, and we believe this will offer you peace of mind, so there will be no delay with the delivery of your order. Please note when shipping non UK orders we will choose a service which is tracked and secure.
Fallen Hero reserves the right to refuse or cancel any order.
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. The goods ordered must be returned in their original condition, unopened and with the original packaging. Requests to cancel an order must be received in writing within 7 days of the date of your order, e-mail cancellation requests will be accepted.
If you are not 100% satisfied with your purchase, you are required to return the item, or items, to us within 14 working days of receipt of the goods. On receipt, the return will be processed and a refund will be issued. The item must be unworn and in its original condition with tags attached and in the original packaging. All garments must be free of fragrance and cosmetic or other marks.
As a matter of hygiene refunds and exchanges are not available on underwear or any other intimate items unless they are deemed faulty.
Exchanges can not be offered on sale items unless additional shipping costs are covered by the customer. Exchange of products will take 1-2 working days to process from receipt of the item. Once the exchange has been processed it will be shipped using a 'Next Day' delivery service and you will receive an e-mail notifying you of the same. Please note, if you were charged postage on your original purchase and you require an exchange, you may incur further postal charges.
Please allow 3-5 working days from receipt of a return for us to process a refund.
Once you have received our confirmation email, please allow 3-5 working days for the refund to be credited to your account. This is dictated by your bank or card issuer and is outside of our control. (N.B Your refund will be credited to the same card 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).
Your statutory rights are not affected.
The address returns must be sent to is:
Fallen Hero Customer Services, 8 Cole Street, Scunthorpe, DN15 6QZ
Maintaining the quality of our products
When trying on items of clothing please do not remove any tags or labels. Please ensure that you are not wearing any perfume, aftershave or a deodorant which may leave a scent or marks on the item. We are unable to accept the return of any item where there is evidence that these instructions have not been followed. The item must be returned with tags attached and in its original packaging with any enclosed documentation.
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 "Signed For" delivery service, to ensure safe return of the goods. The cost of returning the item to us is your responsibility.
All returned items must have a returns number, please contact Fallen Hero 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, contact Fallen Hero.
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 Fallen Hero 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 also contact Fallen Hero.
I have received a faulty item
If the item you received is faulty, please contact Fallen Hero stating your order number, the nature of the fault, and whether you require a refund, repair or a replacement. You will be allocated a returns number and advised on how to return the item.
Do I have to pay for return postage?
If you are returning an item, or items, to us for a refund or an exchange then the cost of returning the item to us is your responsibility. However if you are returning a faulty item then Fallen Hero will refund you the reasonable cost of return postage.
The item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods.
Please note, if you were charged postage on your original purchase and you require an exchange, you may incur further postal charges.
If your original order did not incur a postal charge, ie. free delivery, and you require an exchange, we will send the exchange to you free of charge unless the product is a sale item. However, any further exchanges from this order may incur our normal postage charge.
Why have you not refunded the delivery charge?
Delivery charges (the cost you originally paid to have the order delivered to you) are non-refundable unless you have cancelled your order by e-mail or in writing to us within 7 days and the items are in their original condition.
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 Fallen Hero quoting your order number and the amount you believe should have been refunded. Customer Services will then investigate this on your behalf.
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 Fallen Hero and a member of our customer services team will be happy to help.
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 Limited or its licensors and are protected by copyright laws and treaties around the world. All such rights are reserved by Fallen Hero 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 anyway, 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 and Fallen Hero An Eternal Status are trade marks registered world wide and rights solely belong to Fallen Hero limited. 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.