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. Please note that we are closed on weekends and holidays. 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.

Holiday Shipping Cutoff:
Orders placed by Tuesday 12/17 should arrive in time for Christmas. Please note that this only applies to US orders since international orders take longer to arrive. Delivery by Christmas is not guaranteed since we ship USPS and USPS does not offer guaranteed service.

Local Free Curbside Pickup
We offer Curbside Pickup at our warehouse as a delivery method for online orders. Pickup orders are usually ready in 1 business day. Note: we'll email you when your order is ready for pickup. Please do not come before then.

Normal pickup hours are 9 am to 5 pm, Monday through Friday at 601 Brush St. 94607. We are normally closed on weekends and holidays but will have updated holiday weekend hours for local pickup (we are open 12/7 10am-5pm, 12/14 10am-5pm, 12/15 12pm-5pm, 12/21 10am-5pm, and 12/22 12pm-5pm).

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:

• Have your Order Number and ID ready when you arrive.

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.

International Delayed, Missing, or Lost Packages

Once a package arrives in the destination country, we are unable to offer refunds for missing or lost packages. 

We will not refund any customer whose order did not arrive due to an incorrect shipping address provided to us. We can only refund if the package arrives back to us as a return to sender shipment. 

International shipment and customs delays are possible and unavoidable from our end. If your customs office is slow or backed up, particularly during the holidays, your package can take up to 180 days to arrive. 

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 30 days 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 30 days of receipt. Exchanges and returned items must be in unworn condition. 

Holiday Return and Exchange Policy:
Purchases made Nov 24, 2024, through Dec 15, 2024, have an extended return and exchange period through January 15th. Orders placed outside of this window will fall within our normal return and exchange guidelines which is within 30 days of receipt.

Please send returns and exchanges to:
Hiero Returns
601 Brush Street
Oakland, CA 94607

Price Matching and Sale Refunds
Please note that sale items are final sale and cannot be refunded or exchanged unless defective.

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