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FAQs

How Hells Heroes is adapting to Covid-19

Hells Heroes works with a fulfilment partner to print and ship our orders. We’re in regular communication with them for the latest updates of what’s going on.

Our fulfilment partner is still operating and we’re continuing to accept orders.

Fulfilment and shipping will take longer but we promise that your order will reach you!

Your support means a lot to us, especially during this time. Stay safe and take care of yourselves and eachother.

 

DTG (Direct-To-Garment) printing disclaimer

When unpacking a new shirt or hoodie with a direct-to-garment (DTG) print, you might notice a vinegar-like smell or an off-white residue. Don't worry, that's not unusual - it's from a fixation agent applied during the printing process and it's not permanent.

Fixation agent (sometimes known as pre-treatment) is used for all DTG prints across the industry. It helps the ink bond with the fabric, and without it, the ink would flake off the garment.

The solution is simply to wash the garment! Neither the residue nor the smell is permanent and both should go away after one wash. 

 

What printing methods do you use on your products?

Depending on the item; our products are printed using Discharge, Screen Print, Sublimation and DTG printing methods. Some printing methods work better for certain designs or fabrics and we try to ensure the highest quality by matching the best method to the relevant product.  

 

Where are your products made?

Again, this depends on the specific product. We source our products from all over the globe to bring you the highest quality at the most affordable price. The majority of our tee's are printed in Europe and the USA with the base t-shirt sourced from Honduras and Nicaragua. All our items are designed here in Australia.

 

Are your products eco-friendly?

All inks used in the DTG and screen printing of our products are water-based and eco-friendly.

We also try to do our best to minimise waste in packaging and source eco-friendly packaging materials. Many of our packaging materials are either recyclable or biodegradable. Bubble wraps are made from a minimum of 15% recycled plastic and 10% post-consumer content.

 

How should I wash my new threads?

We use the latest (DTG) printing technology on the majority of our clothing lines. The DTG ink in this process is different from the ink used in traditional screen-printed products. Keep in mind that the original manufacturer's care instructions don't take into consideration the DTG printing process.

Be wary of washing and drying on a high setting, especially when the garment is 100% cotton. High-temperature washes can fade and crack the print, and a high-temperature dryer settings can shrink the garment, as well as damage the print. We suggest the following:

Machine wash cold, inside-out, gentle cycle with mild detergent and similar colors. Use non-chlorine bleach, only when necessary. No fabric softeners. Tumble dry low, or hang-dry for longest life. Cool iron inside-out if necessary. Do not iron decoration. Do not dry clean.

 

What payment methods do you accept?

We accept PayPal, GooglePay and all major credit cards. We also accept payments through AfterPay for Australian customers! If you want to wear today and spread the cost of your order over 4 payments check out the website and sign up - www.afterpay.com

 

How long will it take to receive my order?

Depending on the item and the destination, our products ship from either Australia, Europe or the USA. Different shipping options are available at the checkout but 90% of items arrive within 5-7 working days.

 

What is your returns/exchange policy?

If you are unhappy with your purchase, all products may be returned within 30 days of purchase. To be eligible for a return or exchange, your item must be unworn/unused and in the same condition that you received it in the original packaging. We recommend using a tracked postal or shipping service with your original packing slip or invoice included. Please email us at contact@hells-heroes.com to arrange a return or receipt. More information is available on the Refund Policy page at the bottom.