Shipping policy
Order Processing
All orders are processed within 1–2 business days after purchase.
Orders placed on weekends or public holidays are processed on the next business day.
Once your order has been shipped or is ready for pickup, you will receive an email confirmation with tracking information (where applicable).
Shipping options and estimated delivery times
DPD and Omniva — Lithuania, Latvia, Estonia
- Estimated delivery time: 1–5 business days
- Lithuania: €5, free on orders from €100
- Latvia and Estonia: €7, free on orders from €100
Standard — rest of Europe
- Estimated delivery time: 2–7 business days
- Shipping fee: €20
Standard — United States and Canada
- Estimated delivery time: 1–10 business days
- Shipping fee: €50
Post.lt — rest of the world
- Estimated delivery time: 1–10 business days
- Shipping fee: €35
Free shipping applies in Lithuania, Latvia and Estonia only. The exact price for your address is confirmed at checkout.
Important: all delivery times are estimates only and are not guaranteed. International shipments may take longer due to factors outside our control, including customs clearance, local postal handling, public holidays, seasonal volume (e.g. Christmas / New Year), weather conditions, or other logistical delays.
Delivery & Tracking
Once your order is shipped, you will receive a tracking number by email.
Tracking updates may take several hours to appear after dispatch.
Please note that for international shipments, tracking visibility and update frequency may vary depending on the destination country and local postal services.
Receipt of Goods & Damaged Packages
Upon delivery, please inspect the package carefully before accepting it.
- If the outer packaging is damaged, please check the contents immediately.
- If the goods are damaged, do not accept the delivery and ensure the damage is noted on the delivery document.
- Please notify us as soon as possible at info@herosbags.com
By accepting and signing for the delivery without remarks, the customer confirms that the goods were delivered in proper condition.
Incorrect Address, Non-Received Items & Customer Responsibility
Customers are responsible for providing a complete and correct shipping address.
- We are not responsible for delays, failed delivery, or non-receipt caused by an incorrect or incomplete address.
- If an order is returned to us due to address issues, the actual shipping costs will be deducted, and the remaining order value will be refunded.
- If a shipment reaches the destination country and awaits customer action (e.g. customs clearance, local post office pickup, or delivery coordination), the customer is responsible for completing these steps in a timely manner.
International Shipping, Customs & Duties
For shipments outside the European Union:
- Customers are responsible for all applicable customs duties, import taxes, clearance fees, and local charges imposed by authorities in the destination country.
- Customers are responsible for providing any required information or documentation requested by customs or local postal services.
- Delays caused by customs or local authorities are outside the merchant’s control and do not constitute grounds for cancellation or refund.
Returns & Chargebacks
Returns are accepted in accordance with our return policy.
- Return shipping costs are the responsibility of the customer unless the product is proven to be defective or incorrect.
- Refunds are processed only after the returned item is received and inspected.
- Initiating a chargeback without first contacting us to resolve the issue may delay resolution and refund processing.
Prices & Currency
All prices and invoices are issued in Euro (EUR).
All payments are processed in Euro (EUR), and currency conversion fees (if any) are determined by the customer’s payment provider.
When risk passes to you
The risk of loss or damage to the goods passes to you only when you, or a person you nominate, take physical possession of them.