Return Policy
There are two types of returns, each following different rules: those made by the carrier and those made by you, the end customer.
1. Return made by the carrier
If the carrier fails to deliver the order to the address you provided, the package will be returned to one of our supplier’s logistics centers. This case is usually referred to as “Wrong Address” and typically occurs when you haven’t provided enough information for the carrier to locate it. By default, the package is returned to one of our supplier’s logistics centers.
Another reason the carrier might return a product is if it goes unclaimed. If you don’t pick up your order at the post office or the relevant courier branch, it will be returned.
1.1. How to avoid this type of return?
These orders are usually returned due to an issue with the address: incorrect, incomplete, or illegible address. To avoid this: please be careful and double-check your address details before submitting them.
1.2. What to do if the carrier returns your order?
We’ll receive an email from our supplier informing us that one of your orders has returned to their logistics center. Don’t worry: they’ll add it to their temporary return queue for 28 days so you can claim it.
During this period, we’ll contact you to resolve the situation and send you an email from help@groovyheroes.com with the following message:
Hello, we have been informed that your order was returned by the carrier due to [reason]. If you’d like us to resend your order, please confirm the shipping address.
If you’d like your order to be shipped to a new address, just let us know! But keep in mind that you’ll need to cover the new shipping costs.
2. Return made by you, the end customer
2.1. Wrong size
The second reason an order may be returned is that you decided to return it yourself. This usually happens due to sizing issues or simply because you no longer want the product. If the issue is that you ordered the wrong size, our return policy does not cover this.
Therefore, if you email us informing us that you selected the wrong size, our customer service team will apply the return policy and reply with the following message:
We’re sorry you want to return your order. Our return policy does not accept returns due to sizing, as our supplier operates on a print-on-demand basis. For that reason, we are unable to refund your order. Thank you for your understanding.
However, if you ordered one size and received a different one, we will take responsibility for resolving the issue, as it is an error by our supplier. In this case, you should email help@groovyheroes.com with detailed information about the issue. We will forward your request to our supplier. Once our supplier has reviewed the case and confirms the issue was their fault, they will let us know, and we will inform you of the possible solutions based on their policy. A new shipment (with new shipping costs) or a product refund will be processed.
How to avoid sizing issues?
To avoid such situations, we recommend visiting our size guide page when purchasing clothing. Additionally, on each product page, you’ll find a size guide in both centimeters and inches. Please note that each clothing supplier sizes items differently.
2.2. Defective or mislabeled item
If a defective or mislabeled item passes our supplier’s quality control unnoticed or is damaged during shipping, the supplier will take responsibility (except in cases where the printing issue was caused by a faulty print file) and will offer you a replacement product or a refund. Remember, once you receive your order, you have 30 days to notify us if the item is damaged or mislabeled.
What to do in case of a damaged item?
We will ask for photos of the item in question and of your packing slip (a common practice in e-commerce), which you can send to help@groovyheroes.com. We’ll respond with: We’re sorry your product arrived [damaged/mislabeled]. Our team will look into what went wrong. Please describe the issue in detail and attach high-quality photos. We’ll be happy to help you, resend the product if you wish, or request a refund.
2.3. If you change your mind upon receiving the product
Our supplier only offers refunds for damaged or mislabeled products—not for a change of mind after receiving the product. We’re sorry, but we do not process returns for these reasons. Please make sure to carefully read the product description and view all images before completing your purchase. If you email us for this reason, our customer service team will reply with: We’re sorry you want to return your order. Our return policy does not cover returns or refunds for changes of mind or preference. We appreciate your understanding.
Lost Orders
Policy for items lost during shipping
Your order includes a tracking number—please check it. You’ll find the tracking number in the order confirmation email. If you see little or no updates in the tracking info over a prolonged period, the package may be lost in transit. First, ensure the shipping address is correct. Then, contact your local post office to try and locate the package. If the address was correct and the post office can’t locate it, email help@groovyheroes.com, and we will contact our supplier within 30 days of the estimated delivery date.
Once our supplier receives the report and confirms the details, they will cover the printing and shipping costs of a new product. However, please note that the supplier will not cover the shipping costs for a new product if the tracking shows the package was delivered but you claim not to have received it. In that case, we can offer to resend your order, but you will need to cover the shipping costs.
International orders
If the order has an international tracking number but seems to be lost, we’ll ask you to open the tracking link sent in your confirmation email and copy the tracking number. Once the package arrives in the destination country, both you and we can check its status on the local postal service’s website. If needed, both parties can also contact the carrier to help locate the shipment.
If the address is correct but the package is taking longer than usual, we’ll contact you by email with the following message:
The shipping address is correct. If you still haven’t received your package, we recommend contacting your local post office to see if your order is there. You might also want to ask your neighbors in case the carrier left the package at their address. If you’re still unable to locate your order, we’ll file a support ticket with our supplier’s customer service team—they will investigate the case and offer us a solution.