Frequently Asked Questions

We’ve gathered our most commonly asked questions here, so you can get help quickly. If you can’t find what you need here, you can always turn to our customer support at shop@herobility.com.

 

Can I change or cancel my order?

if you want to cancel your order, or parts of it, please contact customer support at shop@herobility.com as soon as possible. If our storage facility has already processed your order it’s unfortunately not possible to cancel it, in which case you can return it once it is delivered. After the return has been registered, we will either send out a new product, cancel your invoice or refund the account used at payment.


I regret my purchase. What do I do?

You have the right to return your purchase within 14 days of receiving your package, as long as the product has not been damaged or altered. When returning an order, you must pay for the cost of return shipping. You may select a method of shipping of your choice, or email shop@herobility.com to receive a return shipping form for 50 SEK regardless of the size or weight of the package. The cost of the return form will be subtracted from the value of the order refunded to your account.

 

Place a note with your order number, your name and cause for return in the package. Send the package to:

Herobility AB
Slottsgatan 27

SE 722 11 Västerås
SWEDEN

 

Handling returns normally takes 1-2 weeks. When the return has been registered, we will refund you or update your invoice. We will also send you a confirmation email once your return has been registered.


Which payment methods are offered at Herobility?

Ordering and paying at Herobility is safe and easy. These are the payment methods we offer:

Klarna Faktura (only available in Sweden)

If you don’t want to pay with your card or online bank, you can choose to receive an invoice through Klarna.

Card Payment

You can always feel safe shopping at Herobility. We work with Stripe, one of the world’s leading providers of online payment services. We accept VISA, MasterCard and American Express. Stripe guarantees a fast and secure payment, over a safe, SSL-certified encrypted connection.

PayPal

Pay quickly and safely by using PayPal. You can choose to pay from your PayPal balance, or through a debit or credit card associated with your PayPal account. The recipient of your payment will never see your credit card number or banking details.

Swish (Only available in Sweden)

Complete your purchase with Swish. After confirming your purchase at checkout, and entered your phone number, you’ll have the opportunity to pay with Swish by opening the app in your phone and completing the instructions in the app to complete the purchase.

Each completed and approved order will automatically generate an order confirmation. The most common reason for not receiving an order confirmation is accidentally entering an incorrect email address, or the confirmation automatically being sorted into the Spam folder.


Why doesn’t my discount code work?

If you have a discount code you want to use, enter it at checkout and click Use Discount Code. Please note that many discount codes have specific limits or restrictions. If you have any questions regarding a specific code, you can contact our Customer Support at shop@herobility.com. Please note that most discount codes cannot be combined with campaign prices. Combining discount codes is not possible, nor is applying a discount code once your order is complete.


How long do I have to wait for my products?

We will send your order the next work day. If your order is completed before 6 AM Swedish time, your order will be sent the same day. The package will be delivered to your nearest service location. Inside of Sweden, ann packages are sent through PostNord (1-3 days). Inside the United States of America, delivery takes 1-7 days with USPS.

 

Outside of Sweden, we deliver orders using the following options. Please note that the delivery time may vary outside of Europe.

DHL Economy (4-6 days) Not trackable

DHL Express (2-4 days) Not trackable

DHL Global Mail (10-25 days) Not trackable


What happens if I don’t pick up my package?

If the package returns to us as an uncollected order, we reserve the right to send you an invoice of 250 SEK to cover fees and administrative costs.


How long will my package stay at my service location?

Normally, your package will remain at your nearest service location for 14-20 days before being returned to us.


I haven’t received my package. What’s happened?

The same day we send out your order, you will receive an email with information regarding your delivery. In the email, you will find a link with relevant tracking information. If the package hasn’t arrived within the stated shipping time + 2 days, we recommend contacting Customer Support at shop@herobility.com, so we can look into it.


What do I do if I receive a defective product?

If you receive a product that appears to be defective or incorrect, you can return it at no additional cost.

You have the right to return your purchase within 14 days of receiving your package, as long as the product has not been damaged or altered. When returning an order, you must pay for the cost of return shipping. You may select a method of shipping of your choice, or email shop@herobility.com to receive a return shipping form for 50 SEK regardless of the size or weight of the package. The cost of the return form will be subtracted from the value of the order refunded to your account.

 

Place a note with your order number, your name and cause for return in the package. Send the package to:

Herobility AB
Slottsgatan 27

SE 722 11 Västerås
SWEDEN

 

Handling returns normally takes 1-2 weeks. When the return has been registered, we will refund you or update your invoice. We will also send you a confirmation email once your return has been registered.


I returned an order. When do i get my money back?

Handling returns normally takes 1-2 weeks. When the return has been registered, we will refund you or update your invoice. We will also send you a confirmation email once your return has been registered.


Are the products in my cart reserved?

To avoid disappointment, we want to note that the products placed in the cart are not automatically reserved for you. So make sure to complete your purchase as soon as possible – otherwise the product may be sold out before you have a chance to buy it.