Customer Service

Purchasing Conditions

Pangaea Laboratories Limited (hereinafter "PLL") is the manufacturer of THE HERO PROJECT™ brand and reserves the right to vary these terms at any time.

Login Information

To register with and use this site the details which you give us must be true. You will be responsible for your use of this site and for your orders so please ensure that you keep your log-in details secure so that no-one else can misuse them.

How much are your delivery costs?

There is free standard UK delivery orders over £50 and delivery fees start from as little as £3.75 for all other orders. Any orders placed before 4pm UK time are dispatched the same working day.

Method Delivery time Tracked? Cost
Royal Mail First Class Signed For 2-3 working days Yes - Signature required £3.75
Interlink Tracked Service 1-3 working days Yes - Signature required £4.50
Royal Mail Special Delivery Next working day before 13.00 Yes - Signature required £6.50
Royal Mail Saturday Delivery Saturday before 13.00 Yes - Signature required £9.00
Royal Mail International 8-10 working days No £8.00

*Orders over £100 will be recorded and need a signature

How quickly do you dispatch?

"Royal Mail Special Delivery" service applies on orders placed before 4pm Monday - Friday. Orders placed after 4pm will be shipped the following working day.

Orders placed on a Saturday, Sunday, or over UK Bank Holidays will be dispatched on the next working day.

Saturday delivery is not guaranteed unless the "Royal Mail Saturday Delivery" option is chosen.

Can I return my HERO beauty product?

We’d be gutted but yes, you can. We have a 30-day Money Back Guarantee on all our HERO beauty products. If you try your product a few times and just don’t like it then return it, we’ll give you your money back. No fuss. No quibbles. Please tell us why it wasn’t for you so we can improve it. For details and a returns code please contact the HERO team on 020 8712 6040 or email us at help@theheroproject.co.uk

Where is my parcel?

Apart from international orders, all orders can be tracked online at royalmail.com. You will have received an email from us with your tracking number in it.

Can I pay with PayPal?

Absolutely. Just hit the PayPal button at the checkout.

Can I place an order over the phone?

Sure thing. If it’s easier for you, give us a call on 020 8712 6040, Monday-Friday between 09:00 and 17:00, and our super friendly staff will spring into action.

Can I cancel an order before it’s been delivered?

As we always try to be superfast with our deliveries, this may not be possible depending on where your order is in our system. But please give us a ring on 020 8712 6040 and we will absolutely give it our best shot to help.

My order was cancelled but the money has been taken from my account. Argggh! Help!

Oh no! We’re really sorry if that has happened to you. Please call our friendly team on 020 8712 6040, email us at help@theheroproject.co.uk to get to the bottom of it.

International Orders

With respect to the supply of “THE HERO PROJECT” internationally, you understand that this supply is subject to the control of the individual nation’s Border & Customs security, which may result in extra charges, delay or non-delivery of your order. PLL cannot guarantee an exact delivery time of your order and in instances where your order is seized by customs, and PLL will not be able to offer a refund for orders not delivered or extra charges under these circumstances. You agree and understand that it is your responsibility to prepare for any delays that may occur in obtaining your order from PLL, and further that in the event of customs seizing your order, the cost of the order will be borne by you in full.

Cancellation Rights

Where you have purchased the goods or services as a consumer (i.e. for private rather than business use), you are entitled to cancel any contract completed with us within 14 days from the day after receipt of the goods or services.

If you do cancel a contract pursuant to your cancellation rights, then you must:
Contact us or write to THE HERO PROJECT at PLL, 240 Centennial Park, Elstree, Herts. WD6 3SJ, UK; Return the products in the same condition as they were when they were delivered at your own expense to the aforementioned address, retaining proof of postage;

Where the above steps are complete, any monies you have paid us will be refunded within 30 days of receipt of your cancellation notice. For information about returns after 14 days, please see our Returns Policy.

Invitation to Treat

This website should be regarded as an invitation to treat. Any order placed by a customer is an offer to purchase, which PLL may accept or decline in its absolute discretion without having to give a reason.

Data Privacy Policy

PLL keep all data you enter private and secure, it will not be shared with any third party without extra written permission. This data includes your name, address, telephone number, and order history. In accordance with the Data Protection Act you may request access to this data and may request that we update your data at any time. This data may be used to contact you, however you can opt out of marketing mailings at any time in accordance with Anti Spam regulations. Your payment details are not stored by PLL rather by our payment service provider SagePay. We may use cookies to collect information about your computer, including your IP address, operating system and browser type, for system administration and in order to create reports. This is anonymous statistical data about our users’ browsing actions and patterns, and does not identify any individual. Read More

Copyright & Intellectual Property

PLL invest heavily in research and development to bring you the best and most innovative products. To protect these innovations we own trademarks, design protection, patents for many of our products. In addition to this, we own the copyright for all product images, text and many of the other images that appear on this site. Therefore we recommend you do not replicate any part of this site without prior written permission as you may be infringing our rights by doing so. If you are unsure, please don't hesitate to Contact Us.

External Content

Any external links on this web site are provided for your interest only. PLL has no control over these sites and so has no responsibility or liability for their content, the links do not imply any endorsement of content.

Submitted Content

Any website content submitted by users, including photos, videos and reviews will be published entirely at the discretion of PLL. The right is reserved to refuse or remove content at any time without prior notice.

Other Terms

If any of these terms are held to be invalid or unenforceable then the validity and enforceability of the remaining provisions shall not be affected.

These terms and conditions do not affect your statutory rights as a consumer.

Promotions, Discounts and Offers

All offers on this site are subject to availability and whilst stocks last. PLL reserves the right to remove any item from any promotion or price discount without notice. Many discounts are only available upon purchase of set combinations of items or application of a certain discount code. Customer failure to supply the code or meet the offer conditions may result in the discount not being applied, and PLL cannot refund customers who miss a discount because of this. All offers which include 'Free Delivery' are applied strictly to standard UK delivery only, and up to a shipping weight of 2kg. International and tracked delivery methods are excluded from such promotions. Different offers and discounts cannot be used in conjunction.

Competitions

No purchase is necessary. Social media and email competitions are only open to entrants over 18 from the UK & ROI. Only one entry per customer will be accepted. Bulk, third party or automated entries will not be accepted. No responsibility is accepted for entries that are incomplete, lost, delayed or undelivered. Each competition starts at the publication date, and closes at the date stated within the publication. The winner is picked at random. The decision is final.

All prizes are non-transferable. No cash alternative is available for any prize. Any personal data will be handled in line with our Data Privacy Policy outlined on this page. Competitions are not endorsed by or associated with social media channels upon which they are published. Entrants release all social media channels from responsibility by entering the competition. By entering the competition, entrants accept and agree to be bound by these conditions.

Are your products tested on animals?

No finished HERO product has ever been tested on animals. Absolutely not.

Are your products vegan / vegetarian ?

Our all products are vegan-friendly and vegetarian-friendly.

Where are HERO products made?

All the lovely HERO products are made here, in the UK, in our sparkling laboratories.

Does your products include any nasties?

All our products are formulated free from parabens, sulphates, alcohol, phthalates, mineral oil. They are also non comedogenic and won’t clog your pores. You are welcome!

I used HERO and I have allergic reaction / irritation !

Oh no ! We are very sorry to hear this. Please, stop using it immediately and contact the HERO team on 020 8712 6040 or email us at help@theheroproject.co.uk

Where can I buy your products?

Online from theheroproject.co.uk or any of our partners’ sites: QVCuk.com; lookfantastic.com; birchbox.co.uk.; allbeauty.com; beautyexpert.com; salonskincare.co.uk Get shopping!

Can I use more than 1 HERO?

Of course. Use as many as you like - the more, the merrier. But remember, you can also pop any HERO product into your existing beauty regime if you’ve got some desert island favourites we can’t persuade you from. (It’s ok. We forgive you.)

In what order should I use my HERO products?

There is no real set order for applying our products. You can generally go with the flow and see what works for you. However, if you want a rule of thumb, after cleansing it’s best to use the most potent and powerful products closest to your bare skin so you can get the very most from them. For us that means day time after cleanser following up with Vit C-30, then Glow Drops or Hyasoft (or both), followed with Double Blur before makeup. Night time: removing eye & lip makeup with Undo, following up with cleanser, then Night Drops and then moisturise with Glow Drops or Hyasoft (or both).

Do I have to use only HERO products for them to work?

No, not at all if you don’t want to. HERO beauty products have been designed to work with all your other skincare brands. We’re all friends here.

I just don’t like the product I’ve bought. Can I return it?

We’d be gutted but yes, you can. We have a 30-day Money Back Guarantee on all our HERO beauty products. If you try your product a few times and just don’t like it then return it, and we’ll give you your money back. No fuss. No quibbles. Please make sure you tell us why it wasn’t for you so we can improve it. For details and a returns please contact the HERO team on​ 020 8712 6040 or email us at help help@theheroproject.co.uk

How can I submit my idea for making a new HERO product?

Visit our Get involved page and submit your idea. Good luck, people!

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