Frequently Asked Questions
Here are some of the most frequently asked questions about Heroshe.
What are your shipping costs? ![close faq question dropdown icon](https://d15nz5r4fxbboz.cloudfront.net/static/svg/icon-dropup.svg)
We charge as low as $8 per kilogram for all shipments from the USA to Nigeria. Our minimum weight is 0.45 kg. Fragile items like TV and glass furniture have an optional crating fee. Please see the full pricing page for all the rate details.
Are there additional or hidden charges? ![open faq question dropdown icon](https://d15nz5r4fxbboz.cloudfront.net/static/svg/icon-dropdown.svg)
How long does it take to get my package delivered to Nigeria? ![open faq question dropdown icon](https://d15nz5r4fxbboz.cloudfront.net/static/svg/icon-dropdown.svg)
Do you ship from other countries apart from the US, UK, and China to Nigeria? ![open faq question dropdown icon](https://d15nz5r4fxbboz.cloudfront.net/static/svg/icon-dropdown.svg)
Do you ship items sent from friends or family members in the US? ![open faq question dropdown icon](https://d15nz5r4fxbboz.cloudfront.net/static/svg/icon-dropdown.svg)
What is the process of shipping from the U.S to Nigeria using Heroshe? ![open faq question dropdown icon](https://d15nz5r4fxbboz.cloudfront.net/static/svg/icon-dropdown.svg)
What are the accepted methods of payment? ![open faq question dropdown icon](https://d15nz5r4fxbboz.cloudfront.net/static/svg/icon-dropdown.svg)
Do I have to pay for delivery in Nigeria? ![open faq question dropdown icon](https://d15nz5r4fxbboz.cloudfront.net/static/svg/icon-dropdown.svg)
What items can't I ship with Heroshe? ![open faq question dropdown icon](https://d15nz5r4fxbboz.cloudfront.net/static/svg/icon-dropdown.svg)
Does Heroshe offer shipping insurance against loss, theft or damage? ![open faq question dropdown icon](https://d15nz5r4fxbboz.cloudfront.net/static/svg/icon-dropdown.svg)
What happens if my package gets missing in transit? ![open faq question dropdown icon](https://d15nz5r4fxbboz.cloudfront.net/static/svg/icon-dropdown.svg)
Are my items consolidated at the Heroshe U.S. Warehouse? ![open faq question dropdown icon](https://d15nz5r4fxbboz.cloudfront.net/static/svg/icon-dropdown.svg)
If I get scammed by someone using the Heroshe warehouse address, can I get my packages back? ![open faq question dropdown icon](https://d15nz5r4fxbboz.cloudfront.net/static/svg/icon-dropdown.svg)
How do I use SplitPay? ![open faq question dropdown icon](https://d15nz5r4fxbboz.cloudfront.net/static/svg/icon-dropdown.svg)
How can I change my shipping address? ![open faq question dropdown icon](https://d15nz5r4fxbboz.cloudfront.net/static/svg/icon-dropdown.svg)
Can I schedule a delivery company to pick up my package on my behalf at Heroshe Lagos Office? ![open faq question dropdown icon](https://d15nz5r4fxbboz.cloudfront.net/static/svg/icon-dropdown.svg)
How do I track my shipment? ![open faq question dropdown icon](https://d15nz5r4fxbboz.cloudfront.net/static/svg/icon-dropdown.svg)
Are my fragile items safe with Heroshe? ![open faq question dropdown icon](https://d15nz5r4fxbboz.cloudfront.net/static/svg/icon-dropdown.svg)
How do I fund and pay from my wallet? ![open faq question dropdown icon](https://d15nz5r4fxbboz.cloudfront.net/static/svg/icon-dropdown.svg)
How can I schedule pick-up or delivery from the Heroshe Lagos Office? ![open faq question dropdown icon](https://d15nz5r4fxbboz.cloudfront.net/static/svg/icon-dropdown.svg)
Why do I need to provide proof of purchase? ![open faq question dropdown icon](https://d15nz5r4fxbboz.cloudfront.net/static/svg/icon-dropdown.svg)
How long does it take for the DHS to verify the proof of purchase? ![open faq question dropdown icon](https://d15nz5r4fxbboz.cloudfront.net/static/svg/icon-dropdown.svg)
What happens if I provide all the required information and my items are still not released to be shipped? What action can I take? ![open faq question dropdown icon](https://d15nz5r4fxbboz.cloudfront.net/static/svg/icon-dropdown.svg)
If a family member/friend is sending me an electronic device, how do I provide proof of purchase? ![open faq question dropdown icon](https://d15nz5r4fxbboz.cloudfront.net/static/svg/icon-dropdown.svg)
What document format is required for the proof of purchase? ![open faq question dropdown icon](https://d15nz5r4fxbboz.cloudfront.net/static/svg/icon-dropdown.svg)
What details should be included in the proof of purchase? ![open faq question dropdown icon](https://d15nz5r4fxbboz.cloudfront.net/static/svg/icon-dropdown.svg)
What do I do if I don’t have proof of purchase? ![open faq question dropdown icon](https://d15nz5r4fxbboz.cloudfront.net/static/svg/icon-dropdown.svg)
Can I retract a proof of purchase after submission? ![open faq question dropdown icon](https://d15nz5r4fxbboz.cloudfront.net/static/svg/icon-dropdown.svg)
How do I confirm that my proof of purchase has been accepted and verified by the DHS? ![open faq question dropdown icon](https://d15nz5r4fxbboz.cloudfront.net/static/svg/icon-dropdown.svg)
Can I reach out to the DHS personally? ![open faq question dropdown icon](https://d15nz5r4fxbboz.cloudfront.net/static/svg/icon-dropdown.svg)
If my ship-to name does not match with the bill-to name on the receipt, what happens? ![open faq question dropdown icon](https://d15nz5r4fxbboz.cloudfront.net/static/svg/icon-dropdown.svg)
Can I ship perfumes to Nigeria using Heroshe? ![open faq question dropdown icon](https://d15nz5r4fxbboz.cloudfront.net/static/svg/icon-dropdown.svg)
Who can I talk to if I have questions about my package? ![open faq question dropdown icon](https://d15nz5r4fxbboz.cloudfront.net/static/svg/icon-dropdown.svg)
Can Heroshe insert batteries into electronic devices upon request or ship batteries separately? ![open faq question dropdown icon](https://d15nz5r4fxbboz.cloudfront.net/static/svg/icon-dropdown.svg)
Can you provide serial numbers, IMEI numbers, or turn on devices upon request for electronics? ![open faq question dropdown icon](https://d15nz5r4fxbboz.cloudfront.net/static/svg/icon-dropdown.svg)
How do you handle the packaging of shoes during processing? ![open faq question dropdown icon](https://d15nz5r4fxbboz.cloudfront.net/static/svg/icon-dropdown.svg)
Will Heroshe inspect and open all packages including wrapped ones? ![open faq question dropdown icon](https://d15nz5r4fxbboz.cloudfront.net/static/svg/icon-dropdown.svg)
Are there additional charges for packages larger than 24 inches in length, width, or height? ![open faq question dropdown icon](https://d15nz5r4fxbboz.cloudfront.net/static/svg/icon-dropdown.svg)
What is Storage Access? ![open faq question dropdown icon](https://d15nz5r4fxbboz.cloudfront.net/static/svg/icon-dropdown.svg)
How does Storage Access work? ![open faq question dropdown icon](https://d15nz5r4fxbboz.cloudfront.net/static/svg/icon-dropdown.svg)
What is the new storage time limit for users on the basic plan?? ![open faq question dropdown icon](https://d15nz5r4fxbboz.cloudfront.net/static/svg/icon-dropdown.svg)
What is the new storage time limit for users on the Heroshe Pro plan?? ![open faq question dropdown icon](https://d15nz5r4fxbboz.cloudfront.net/static/svg/icon-dropdown.svg)
What is the new storage time limit for users on the Heroshe Premium plan?? ![open faq question dropdown icon](https://d15nz5r4fxbboz.cloudfront.net/static/svg/icon-dropdown.svg)
What happens if you exceed the storage time limit? ![open faq question dropdown icon](https://d15nz5r4fxbboz.cloudfront.net/static/svg/icon-dropdown.svg)
Does the storage time reset if your item arrives in Nigeria after being in the U.S. or UK warehouse for a certain number of days? ![open faq question dropdown icon](https://d15nz5r4fxbboz.cloudfront.net/static/svg/icon-dropdown.svg)
Is there an easy way to keep track of your storage time? ![open faq question dropdown icon](https://d15nz5r4fxbboz.cloudfront.net/static/svg/icon-dropdown.svg)
What happens if I don’t pay the storage fees? ![open faq question dropdown icon](https://d15nz5r4fxbboz.cloudfront.net/static/svg/icon-dropdown.svg)
What is the policy regarding liquidation? ![open faq question dropdown icon](https://d15nz5r4fxbboz.cloudfront.net/static/svg/icon-dropdown.svg)
What happens if my package is liquidated? ![open faq question dropdown icon](https://d15nz5r4fxbboz.cloudfront.net/static/svg/icon-dropdown.svg)
How can I ensure my packages are not liquidated? ![open faq question dropdown icon](https://d15nz5r4fxbboz.cloudfront.net/static/svg/icon-dropdown.svg)
What is the maximum storage fee I can be charged? ![open faq question dropdown icon](https://d15nz5r4fxbboz.cloudfront.net/static/svg/icon-dropdown.svg)
What are your shipping costs? ![close faq question dropdown icon](https://d15nz5r4fxbboz.cloudfront.net/static/svg/icon-dropup.svg)
We charge as low as $8 per kilogram for all shipments from the USA to Nigeria. Our minimum weight is 0.45 kg. Fragile items like TV and glass furniture have an optional crating fee. Please see the full pricing page for all the rate details.
Are there additional or hidden charges? ![open faq question dropdown icon](https://d15nz5r4fxbboz.cloudfront.net/static/svg/icon-dropdown.svg)
How long does it take to get my package delivered to Nigeria? ![open faq question dropdown icon](https://d15nz5r4fxbboz.cloudfront.net/static/svg/icon-dropdown.svg)
Do you ship from other countries apart from the US, UK, and China to Nigeria? ![open faq question dropdown icon](https://d15nz5r4fxbboz.cloudfront.net/static/svg/icon-dropdown.svg)
Do you ship items sent from friends or family members in the US? ![open faq question dropdown icon](https://d15nz5r4fxbboz.cloudfront.net/static/svg/icon-dropdown.svg)
What is the process of shipping from the U.S to Nigeria using Heroshe? ![open faq question dropdown icon](https://d15nz5r4fxbboz.cloudfront.net/static/svg/icon-dropdown.svg)
What items can't I ship with Heroshe? ![open faq question dropdown icon](https://d15nz5r4fxbboz.cloudfront.net/static/svg/icon-dropdown.svg)
Are my items consolidated at the Heroshe U.S. Warehouse? ![open faq question dropdown icon](https://d15nz5r4fxbboz.cloudfront.net/static/svg/icon-dropdown.svg)
If I get scammed by someone using the Heroshe warehouse address, can I get my packages back? ![open faq question dropdown icon](https://d15nz5r4fxbboz.cloudfront.net/static/svg/icon-dropdown.svg)
Are my fragile items safe with Heroshe? ![open faq question dropdown icon](https://d15nz5r4fxbboz.cloudfront.net/static/svg/icon-dropdown.svg)
Can I ship perfumes to Nigeria using Heroshe? ![open faq question dropdown icon](https://d15nz5r4fxbboz.cloudfront.net/static/svg/icon-dropdown.svg)
Who can I talk to if I have questions about my package? ![open faq question dropdown icon](https://d15nz5r4fxbboz.cloudfront.net/static/svg/icon-dropdown.svg)
What are the accepted methods of payment? ![close faq question dropdown icon](https://d15nz5r4fxbboz.cloudfront.net/static/svg/icon-dropup.svg)
We accept payment in Naira or US Dollars through bank-to-bank transfers and debit or credit cards. We are unable to accept cash, and cash on delivery.
Do I have to pay for delivery in Nigeria? ![open faq question dropdown icon](https://d15nz5r4fxbboz.cloudfront.net/static/svg/icon-dropdown.svg)
Does Heroshe offer shipping insurance against loss, theft or damage? ![open faq question dropdown icon](https://d15nz5r4fxbboz.cloudfront.net/static/svg/icon-dropdown.svg)
How do I use SplitPay? ![open faq question dropdown icon](https://d15nz5r4fxbboz.cloudfront.net/static/svg/icon-dropdown.svg)
How do I fund and pay from my wallet? ![open faq question dropdown icon](https://d15nz5r4fxbboz.cloudfront.net/static/svg/icon-dropdown.svg)
What happens if my package gets missing in transit? ![close faq question dropdown icon](https://d15nz5r4fxbboz.cloudfront.net/static/svg/icon-dropup.svg)
We go the extra mile in making sure your package arrives at your doorstep, safely. If we ship any package for you and it goes missing, we will take full responsibility for it. In a few weeks, customers will be able to get their items insured.
How can I change my shipping address? ![open faq question dropdown icon](https://d15nz5r4fxbboz.cloudfront.net/static/svg/icon-dropdown.svg)
Can I schedule a delivery company to pick up my package on my behalf at Heroshe Lagos Office? ![open faq question dropdown icon](https://d15nz5r4fxbboz.cloudfront.net/static/svg/icon-dropdown.svg)
How do I track my shipment? ![open faq question dropdown icon](https://d15nz5r4fxbboz.cloudfront.net/static/svg/icon-dropdown.svg)
How can I schedule pick-up or delivery from the Heroshe Lagos Office? ![open faq question dropdown icon](https://d15nz5r4fxbboz.cloudfront.net/static/svg/icon-dropdown.svg)
Why do I need to provide proof of purchase? ![close faq question dropdown icon](https://d15nz5r4fxbboz.cloudfront.net/static/svg/icon-dropup.svg)
We need it to be compliant with the guideline of the Department of Homeland Security (DHS) for shipping consumer electronics and high-value luxury products. This helps them confirm that the item was purchased legally.
How long does it take for the DHS to verify the proof of purchase? ![open faq question dropdown icon](https://d15nz5r4fxbboz.cloudfront.net/static/svg/icon-dropdown.svg)
What happens if I provide all the required information and my items are still not released to be shipped? What action can I take? ![open faq question dropdown icon](https://d15nz5r4fxbboz.cloudfront.net/static/svg/icon-dropdown.svg)
If a family member/friend is sending me an electronic device, how do I provide proof of purchase? ![open faq question dropdown icon](https://d15nz5r4fxbboz.cloudfront.net/static/svg/icon-dropdown.svg)
What document format is required for the proof of purchase? ![open faq question dropdown icon](https://d15nz5r4fxbboz.cloudfront.net/static/svg/icon-dropdown.svg)
What details should be included in the proof of purchase? ![open faq question dropdown icon](https://d15nz5r4fxbboz.cloudfront.net/static/svg/icon-dropdown.svg)
What do I do if I don’t have proof of purchase? ![open faq question dropdown icon](https://d15nz5r4fxbboz.cloudfront.net/static/svg/icon-dropdown.svg)
Can I retract a proof of purchase after submission? ![open faq question dropdown icon](https://d15nz5r4fxbboz.cloudfront.net/static/svg/icon-dropdown.svg)
How do I confirm that my proof of purchase has been accepted and verified by the DHS? ![open faq question dropdown icon](https://d15nz5r4fxbboz.cloudfront.net/static/svg/icon-dropdown.svg)
Can I reach out to the DHS personally? ![open faq question dropdown icon](https://d15nz5r4fxbboz.cloudfront.net/static/svg/icon-dropdown.svg)
If my ship-to name does not match with the bill-to name on the receipt, what happens? ![open faq question dropdown icon](https://d15nz5r4fxbboz.cloudfront.net/static/svg/icon-dropdown.svg)
Can Heroshe insert batteries into electronic devices upon request or ship batteries separately? ![close faq question dropdown icon](https://d15nz5r4fxbboz.cloudfront.net/static/svg/icon-dropup.svg)
To ensure your electronic devices remain safe and free from damage, we want to let you know that we are unable to insert batteries into devices upon request. It's also important to note that we do not ship any kind of batteries. Your understanding is greatly appreciated as we prioritize the security of your devices. If you have any questions, please feel free to reach out to us.
Can you provide serial numbers, IMEI numbers, or turn on devices upon request for electronics? ![open faq question dropdown icon](https://d15nz5r4fxbboz.cloudfront.net/static/svg/icon-dropdown.svg)
How do you handle the packaging of shoes during processing? ![open faq question dropdown icon](https://d15nz5r4fxbboz.cloudfront.net/static/svg/icon-dropdown.svg)
Will Heroshe inspect and open all packages including wrapped ones? ![open faq question dropdown icon](https://d15nz5r4fxbboz.cloudfront.net/static/svg/icon-dropdown.svg)
Are there additional charges for packages larger than 24 inches in length, width, or height? ![open faq question dropdown icon](https://d15nz5r4fxbboz.cloudfront.net/static/svg/icon-dropdown.svg)
What is Storage Access? ![close faq question dropdown icon](https://d15nz5r4fxbboz.cloudfront.net/static/svg/icon-dropup.svg)
Storage access is a feature that helps you keep track of your shipment’s storage. It provides specific days for you to store your items in the Heroshe U.S., U.K., and China warehouses. The period of time depends on your Heroshe shipping plan.
How does Storage Access work? ![open faq question dropdown icon](https://d15nz5r4fxbboz.cloudfront.net/static/svg/icon-dropdown.svg)
What is the new storage time limit for users on the basic plan?? ![open faq question dropdown icon](https://d15nz5r4fxbboz.cloudfront.net/static/svg/icon-dropdown.svg)
What is the new storage time limit for users on the Heroshe Pro plan?? ![open faq question dropdown icon](https://d15nz5r4fxbboz.cloudfront.net/static/svg/icon-dropdown.svg)
What is the new storage time limit for users on the Heroshe Premium plan?? ![open faq question dropdown icon](https://d15nz5r4fxbboz.cloudfront.net/static/svg/icon-dropdown.svg)
What happens if you exceed the storage time limit? ![open faq question dropdown icon](https://d15nz5r4fxbboz.cloudfront.net/static/svg/icon-dropdown.svg)
Does the storage time reset if your item arrives in Nigeria after being in the U.S. or UK warehouse for a certain number of days? ![open faq question dropdown icon](https://d15nz5r4fxbboz.cloudfront.net/static/svg/icon-dropdown.svg)
Is there an easy way to keep track of your storage time? ![open faq question dropdown icon](https://d15nz5r4fxbboz.cloudfront.net/static/svg/icon-dropdown.svg)
What happens if I don’t pay the storage fees? ![open faq question dropdown icon](https://d15nz5r4fxbboz.cloudfront.net/static/svg/icon-dropdown.svg)
What is the policy regarding liquidation? ![open faq question dropdown icon](https://d15nz5r4fxbboz.cloudfront.net/static/svg/icon-dropdown.svg)
What happens if my package is liquidated? ![open faq question dropdown icon](https://d15nz5r4fxbboz.cloudfront.net/static/svg/icon-dropdown.svg)
How can I ensure my packages are not liquidated? ![open faq question dropdown icon](https://d15nz5r4fxbboz.cloudfront.net/static/svg/icon-dropdown.svg)
What is the maximum storage fee I can be charged? ![open faq question dropdown icon](https://d15nz5r4fxbboz.cloudfront.net/static/svg/icon-dropdown.svg)
Still got questions?
We are here to help. Our team is happy to answer your questions.