FAQ
FAQ
How long does delivery take?
Every piece is made to order. Production takes 2–5 business days, then 5–9 business days for shipping within Germany. Around 7–14 business days in total.
Can I cancel or change my order?
Production starts as soon as your order comes in, so cancellations and changes are only possible within a few hours. Write to support@stray-hero.com as soon as you can.
What if my item arrives faulty or damaged?
For production faults or shipping damage you are entitled to a free replacement or a refund under the statutory warranty. Send a photo of the fault and your order number to support@stray-hero.com within 14 days of receiving it. We handle the rest with our production partner and get a replacement to you as fast as possible.
Can I exchange or return an item?
As a consumer you have a 14-day right of withdrawal from the day you receive your order. The details and the model withdrawal form are in our withdrawal policy. Production faults and shipping damage are also covered by the statutory warranty — write to support@stray-hero.com.
Which size should I choose?
Every product has a detailed size chart on its product page. Our hoodies and tees have a relaxed to oversized fit — if in doubt, size down. Not sure? support@stray-hero.com.
How do I care for my pieces?
Prints last longest when you wash them inside out at no more than 30°C, then tumble dry low or hang to dry. Do not iron directly on the print. Care details for each piece are on its product page.
How are Stray Hero visuals made?
Every Stray Hero piece starts with its own idea and its own creative direction.
Depending on the project, we combine digital design, photography, image editing and generative AI tools to develop that idea. The material is selected, refined and reworked before it becomes finished artwork or campaign imagery.
AI is part of our creative toolkit — not the creative direction.
Is VAT charged?
No. As a small business under § 19 UStG, no VAT is charged or shown.
Still have a question?
For orders, general questions and complaints: support@stray-hero.com
