Frequently Asked Questions
My Account
How do I make an account?
That’s easy! Click the ‘Login or Register’ link at the top of this page! Instructions there will help complete your account.
Sorry, still having trouble!
No problem! Just send us an email at [email protected] and we will do our best to help!
How do I change or view info in my account?
How can I sign up for your newsletter to learn about cool things?
That’s easy! Scroll down to the bottom of any Hoard page and enter your email in the “Message for you, Sir!” box, or check the ‘Sign Up for Our Newsletter!’ checkbox when placing an order.
That will sign you up for our newsletter, which will alert you to new products, sales, and if I find or do something nerdy that I want to share with you!
Why aren't I getting e-mails after I signed up?
If you are not receiving newsletter or update emails from the Hoard, check your junk/spam folder. Some email hosts like Yahoo and Hotmail filter our emails and automatically place them in a “junk” file on their server.
To help with this issue, you may need to log into your email host’s website (not the email program or app, the actual website) and manually comb through the junk/spam folders. When you find a Hoard email, designate us as “safe” or “not junk”. If you are having further issues with your email host filtering our emails, please contact your email host directly and ask them what else you can do to solve the problem.
You send too many e-mails, and I regret my decision.
Sad to see you go! To unsubscribe, go to your account page and scroll to the bottom. You should see a link saying “Update Preferences”, which will allow you to unsubscribe to our e-mails.
This should still allow order updates/confirmations/etc to come through, but if you find they aren’t, please contact us at [email protected] and we will help to the best of our ability!
Returns Policy
Is Hoard loot returnable?
How do I make a return?
To initiate a return, please email us [email protected]. Make sure to include:
1) Your order number
2) Your order date
3) Any problems with your loot
We will help you as best we can.
Buyer is responsible for return shipping. However, if the issue is found to be the fault of the creator, the Hoard will compensate for a return shipping label. This may include: faulty construction (photo proof required), incorrect size to what was ordered, or incorrect product.
For detailed returns/refund information, please see our policy page HERE.
How do I return my items once approved?
Simply pack up your item (using the packaging it came in is easiest, but otherwise use the nearest box of appropriate size) and take it to the post office. They will assist you in creating a label.
IF RETURN IS DUE TO CREATOR ERROR: We will send you a return label via email!
For detailed returns/refund information, please see our policy page HERE.
Orders
What payment methods do you accept?
The Hoard accepts major credit cards as well as AmazonPay and Paypal.
Why is there a long turn-around time (aka why can't you ship my item right away)?
Heroes’ Hoard loot is hand-made to order! This means that we do not keep a “stock” of items ready to ship out at any time. When you place your order, that is when we immediately start making your loot. We often have to order appropriately colored fabric to make your loot as well, so we are sometimes at the mercy of the postal system for when we can begin.
All orders are processed in the order they were received, so yours may be later in the production queue. Rest assured, you ARE in the queue and your loot WILL be completed!
The Hoard is also a one-woman operation (we just like to use the royal ‘we’). Things can only move so fast around here!
How will I know my order is shipped, and how long will it take to arrive?
Can I cancel an order after placing it?
Yes, though we are sorry to see this happen! You may cancel an order within 24 hours of purchase by sending an e-mail to [email protected]. Please make sure to provide your order number to ensure the correct one is canceled.
I have an event VERY SOON and I need the loot RIGHT NOW!!!!
While we always encourage making your purchases well ahead of any events, rush orders are sometimes possible!
Our fastest turn-around time possible (NOT including ship time) is ONE DAY. This is only possible if we already have the fabric required for your item in the stash.
Rush orders also require an additional charge due to jumping the production queue.
If fabric for your loot needs to be ordered, an additional charge will be applied due to requiring rush shipping.
The additional charges are as follows:
Shipped within 1 week (7 days including weekends): $20
Shipped within the week (3-5 days): $35
Shipped within 1 day: $75
PLEASE LET US KNOW the date of your event so we can make extra certain it is in your hands on time!!!!!!
ALWAYS contact the Hoard ([email protected]) before placing a rush order to ensure we are capable of completing it!
About the Loot
What sizes do you offer?
Because our loot is made to order, it can technically be any size you want!
Our default sizes (which are also listed on individual product pages) are as follows:
Adult Cloaks: 50″ long from the shoulder, 19″ around neckline
Children’s Cloaks: INFO COMING SOON
Hats: 23″ around
How do I know what size I should get?
If you have a tape measure, its easy!
Hats: Wrap a soft tape measure around your head where you would like the hat to sit (snug enough that the tape measure doesn’t fall off easily, but loose enough to be comfortable). This is your band size.
*Please note, if you are planning on wearing a wig with your hat, wear the wig when measuring!*
Cloaks: Hold a tape measure to the base of the back of your neck. Have someone help you straighten the tape measure down your back & mark where you would like the cloak to end (ankle, calf, knee, etc). That measurement is your desired cloak length.
Can you make custom sizes or other changes (such as accommodating for a disability)?
We want to help you get the loot you want exactly how you want it, so we will certainly do our best!
When doing custom orders, we try to communicate frequently and always get your approval before we finalize a design or accommodation. This ensures that whatever customization you want will turn out exactly how you are picturing.
Send us an email at [email protected] to ask about custom orders!
Do you use vegan and/or sustainable materials?
Yes! We never use real leather in our projects, and stick with 100% faux suede, pleather, etc.
As for sustainable, we do our best, but sometimes the options we use are not fully organic or natural. Our linen cloaks, for example, are 100% natural linen and are considered sustainable. Our winter cloaks are, however, polyester.
If this is a concern and you would like alternate materials used for your order, please message us at [email protected] to see about more options!
What should I use my loot for?
Anything and everything!
People have used it for stage shows, ceremonies, renaissance faires, cosplay, Halloween, theme park visits, gifts, and just feeling cool at home!
Is the loot mass produced?
Not at all! Heroes Hoard is a one-woman operation, and an at-home business. All items are hand-made by the creator/owner, and never outsourced to other creators. We strive to make all products absolutely amazing, and yours is no different!
My loot doesn't look exactly like the picture!
We’re sorry to hear that! We hope that even so, you enjoy your loot!
As each piece is individually handmade by the Hoard’s owner/creator, each is completely unique. The maker is only human, and therefore some human error or minor imperfections (ones that do not hinder the loot’s purpose/usage) are expected.
If you believe your loot has an error or imperfection that makes it unusable, please contact us! We would love to help you out!
General
Who the heck are you?
Hello! My name is Erin! I am the creator, manufacturer, and maintainer of Heroes’ Hoard!
I’m also a nerd,a mom, a gamer (video and board!), a reader, a cosplayer, and probably other things I’ve forgotten.
Sign up for our newsletter if you want to get an idea of the sort of stuff that interests/amuses me! (Spoiler alert: it’s almost always video games, board games, or conventions)
Where the heck are you?
I am located in Maryland, USA.
What the heck are you?
I am a crafty person trying hard to make pleasing loot for any adventurer who finds me!
When the heck are you?
Yes.
Can I visit you/your store in person?
Our store-front at this time is virtual only, but we hope one day to sell at local craft fairs or even conventions!
I regularly go to GenCon in Indianapolis, and I will always post my cosplays for the year in my newsletter. If you manage to find me, you will get a sweet discount to use at my shop!