FAQ

When will my order arrive?
Please allow up to two business days processing time for your order to be shipped. Our customer service desk and warehouse hours are 9am to 5pm, Monday through Friday. Time in transit does not include processing time. Orders are shipped via USPS First Class or Priority Mail depending on the package weight or customer selection during checkout. Orders weighing less than 1lb. can ship via either method, shipping method for free shipping orders are at warehouse discretion. Domestic orders typically arrive within three business days of dispatch. Once your order has been shipped, you will receive an email with your tracking number.

International Shipping / Customs Fees for Online Orders
Your order may be subject to import duties and taxes, which are levied once your package reaches your country. Unfortunately, these duties differ from country to country so we have no way of determining what they might be or if you will be charged an extra fee. We ship your package duties and taxes unpaid, and we do not collect the VAT, duties and/or taxes and cannot predict what your particular charges may be. Please be aware that these charges are the customer’s responsibility and are beyond our control. We advise that you contact your local customs office for information on what these charges might be.

International Orders Shipped with USPS
Once a USPS package arrives in the destination country and is processed through the facility, that is where our tracking ends. If the item is lost after this point, we are unable to offer any assistance and you should contact your local post office/customs department because the original tracking will no longer update once your order has reached the destination country.
If your package has not arrived in your country, please contact us for further assistance.

What if it is damaged/defective?
If your order arrives damaged or defective, please let us know within 48 hours of receipt of your order and we will ship you a replacement and include a prepaid shipping label for you to return the damaged/defective merchandise.

What if I received the incorrect product or size?
If you did not receive the product or size that you ordered, please notify hiero@oaklandish.com with your order number and we will ship you the correct item. We will also include a prepaid shipping label for you to return the unwanted merchandise.

What if it doesn't fit?
If you received the item that you ordered but decide once it arrives that you need another size, please email us at hiero@oaklandish.com for a return authorization (RMA #) within two weeks of receipt and ship the item back to us with the RMA # clearly noted. 

What if I just want to return something for a refund?
Online orders may be returned for refund (less shipping) within two weeks of receipt. Exchanges and returned items must be in unworn condition. 

Please send returns and exchanges to:
Hiero Returns
291 3rd Street
Oakland, CA 94607

What payment methods do you take?
American Express / Visa / MasterCard / PayPal / ApplePay / Amazon Pay