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Help Center
Frequently Asked Questions
Clear, quick answers about orders, payments, delivery, returns, your account and Hero Store rewards.
Add the products you want to your cart, review the cart, proceed to checkout, enter or confirm your delivery details, choose an available payment method and place the order. You can then follow its status from your account.
A change or cancellation may be possible while the order is still being processed. Once it has been packed, dispatched or transferred to the courier, cancellation may no longer be operationally possible and the Return & Refund Policy will apply.
Sign in to your account and open My Orders. Hero Store may also send status updates through the communication channels available for your order.
Delivery timing depends on your delivery location, stock availability, order volume and courier schedules. The latest available estimate is shown during checkout or in your order status.
The courier may attempt redelivery depending on the shipment status and courier process. Keep your phone available and make sure your address and delivery instructions are accurate.
If your order is still being processed, contact customer care as soon as possible. Address changes are not guaranteed once fulfillment or dispatch has started.
Available methods are displayed during checkout and may include cash on delivery, bank cards and other digital payment options supported for your order.
Online payments are handled through authorized payment providers. Where supported, card data can be tokenized by the payment provider so Hero Store does not need to store complete card numbers or card security codes.
Do not pay again immediately. Check My Orders first, then contact customer care with the payment reference and the mobile number or email used at checkout so the transaction can be reconciled.
Enter the valid coupon code in the coupon field shown during checkout, then apply it before placing your order. Any eligibility conditions, expiry date or product restrictions will be reflected in the checkout total.
Contact Hero Store promptly and keep the product, packaging and any supporting photos. Eligible issues are handled under the Return & Refund Policy and applicable consumer rights.
Where the order is eligible, open My Orders and use the available return or complaint action. If that action is not available, contact customer care and provide your order number and the reason for the request.
No. Some food, nutrition, baby, personal-use or consumable products may have return restrictions, especially after opening or use. Hero Baby products are subject to the specific restrictions stated in the Return & Refund Policy, without limiting mandatory consumer rights.
After the returned product is received and inspected, an approved refund is processed through the available refund method. Bank, card or payment-provider processing time can vary after Hero Store initiates the refund.
An account can make checkout faster, save eligible delivery details, show order history, provide access to saved lists and make it easier to use rewards and account features available on the store.
Use the Forgot Password option on the login screen and follow the instructions sent to your registered contact method. For security, never share your password or verification codes with anyone.
Sign in and open the address section of your account. You can add, edit or remove saved addresses where that option is available. Always review the selected address again during checkout.
Eligible actions and purchases may earn points according to the current rewards rules shown in your Hero Store account. Rates, campaigns and expiry rules can change, so the Rewards area in your account is the current reference.
Sign in to your Hero Store account and open the Rewards or points area. Available balances, gifts and redemption options are shown there when eligible.
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Still need help?
Our customer care team can help with orders, payments, delivery and other store questions.
