Refund policy

Return & Refund Policy

Last updated: May 2026

Preorder Products

All HERO x AliveShoes products listed as “Preorder” are made-to-order and handcrafted in Italy. Payment is collected in full at the time of checkout. Because production begins only after a minimum of 50 preorders are confirmed, preorder purchases are final sale and are not eligible for returns or exchanges once production has commenced.

If the 50-preorder minimum is not reached, all customers who placed a preorder will receive a full refund to their original payment method within 5–10 business days.

Order Cancellations

Preorder cancellation requests submitted before production begins will be reviewed on a case-by-case basis. To request a cancellation, contact us at herobytm@gmail.com with your order number. We cannot guarantee cancellations once production has been confirmed.

Defective or Damaged Items

If your order arrives damaged or defective, please contact us within 7 days of delivery at herobytm@gmail.com with photos of the issue. We will work to resolve the matter promptly, including replacement or store credit where applicable.

Non-Preorder Products

For non-preorder items (apparel, accessories), returns are accepted within 30 days of delivery. Items must be unused and in original condition. Contact us to initiate a return.

Texas Movement International LLC — HERO Footwear reserves the right to update this policy at any time.