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Frequently Questions
Do I have to create an account to purchase?
It is not necessary to have an account to make a purchase, you can make it as a guest. However, our recommendation is that you register to be able to access your order status and save time on future purchases.
How can I use a promotional code?
If you have a promotional code you must enter it in the "Do you have a promotional code?" box in the shopping cart. Once added, the discount will be applied automatically.
What do I do if I don't remember my account password?
If you do not remember your password you can request a new one by clicking on Forgot your password? You will then receive an e-mail with the steps to follow.
Can I contact customer service?
If you have any questions about your order you can contact us by email at merchandising@teamheretics.com and for other general questions please contact us at contacto@teamheretics.com.
I have not received my order confirmation email, was my order successful?
If after checking your inbox and spam folder you have not received the confirmation email, please contact our Customer Service team and we will try to help you as soon as possible.
What payment methods are available to make the purchase?
You can pay by credit card, debit card or PayPal. If you want to see more information, the payment methods are specified in our policy and conditions of purchase.
How can I return an item and exchange a size?
If you want to make a return or size change, you have 14 days from the date of receipt of the order. We remind you that the items must be in perfect condition and with all the elements.
The steps to follow are on our Returns and Exchanges page.
Are the costs of returns and size exchanges charged to the customer?
Return shipping costs are to be paid by the customer. In case of size exchange, the first shipment to our facilities will be paid by the customer and the second shipment will be paid by Team Heretics.
When will I receive a refund for a return?
Once we have your return in our warehouse and we verify that the conditions are met, we will make the refund using the same payment method used. We will send you a confirmation email within 14 days of receipt.
We remind you that the initial shipping costs are not included.
How much does shipping cost?
Shipping costs vary depending on the destination and type of shipment selected. For more information, please see our Shipping page.
How long does it take for orders to arrive?
Delivery times vary depending on the destination and type of shipment selected. For more detailed information, please see our Shipping page.
What do I do if I receive a damaged or wrong product?
If you receive a product that does not correspond with the items in your order or has manufacturing defects, please contact us through the following email merchandising@teamheretics.com and we will try to help you as soon as possible.
In the email you must include the reference of your order and photos so that we can assess the problem.