FAQ

Local Curbside Pickup:
We now offer Curbside Pickup at our warehouse as a delivery method for online orders. Pickup orders are usually ready in 1-2 business days (we'll email you when your order is ready for pickup). Orders must be picked up within 14 days of receiving confirmation that the order is ready for pickup. Once you receive an email that your order is ready for pickup, please follow the guidelines below:
Please have your Order Number and ID ready when you arrive.
Pickup hours are between:
9am to 5pm, Monday thru Friday (please note that our warehouse will not be open for warehouse pickup on November 26th and 27th) at 291 3rd St. 94607. Weekend pick up will be available 12/12, 12/13, 12/19, and 12/20 from 10am-4pm. Call (510) 788-4030 with your order number when you arrive and your order will be brought out to you. If you prefer to pickup at the door, please ring the doorbell. Masks are required.

Holiday Shipping Cutoff: 
Place your order by Midnight Thursday 12/10 to receive your order by Christmas.

Holiday Return and Exchange Policy:
During the holidays our return and exchange policy will be extended to one month of receipt. 

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. 
During the holidays our return and exchange policy will be extended to one month of receipt. 

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. 
During the holidays our return and exchange policy will be extended to one month of receipt. 

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