FAQ
How can I qualify for free shipping?
Hero offers a free 3 days shipping on all U.S. merchandise orders $50 and over (excluding taxes). For shipments totaling less than $50, there is a delivery charge of $5 for Standard 3 Day shipping. Our standard shipping option is Standard 3 Day shipping.
Can I ship internationally?
Yes, Hero ships internationally at the moment.
I forgot my password, how do I log in?
If you have forgotten your password, please click on "Forgot Your Password?" below Sign In. You will be asked for your login email address to retrieve your password hint (which was provided by you while Signing up). Your hint will be emailed to you within one hour.
How can I find the status of my order?
You can find the status of a particular order and view your order history on the order status tracking page.
What if an item is out of stock?
If an item is out of stock, we'll happily send you an e-mail when it's back in stock.
Simply click "E-mail Me When Product is available" on your account settings and our supply team will email you when the product is back on stock.
Do your products contain parabens?
Many studies have established that parabens are perfectly safe for use in cosmetics. However, some of our customers continue to express concern about their inclusion in skin products. As a result, 80% of our products are paraben free (such as our BB cream, powder and concealer) so we can offer a broad choice for everyone.
In addition, we are currently in the process of removing parabens from all of our products and are aiming to be paraben free over the next few years.
Does your company use sustainable palm oil?
We are committed to the principles of the Round Table for Sustainable Palm Oil (RSPO). Today 100% of our purchases are made according to the RSPO standard.
If we include palm oil in our products we purchase only RSPO certified palm oil.
How do I review a product?
We would love to read your review about our products! Reviews are a great way to help others know which product is right for them. To review a product you need to be logged in, so if you don't already have an account you'll need to set one up. This is quick and easy to do so should only take you a few minutes.
Once logged in, just go to the product you'd like to review, and look for the ‘Review Product’ button.
How can I return a product?
You can return items by mail and enjoy free shipping on your return package. To return by mail, follow the four easy steps below: Our Online Service Team will be happy to assist you for eligible returns, with a free return label, return instructions and the return shipping address. If you received the item as a gift or wish to exchange it for another item, directions will be provided. Only products purchased on Hero may be returned.