Terms and Conditions
These terms explain how Autograph Hero orders work, what customers can expect from the service, and the important limits that apply to convention signings, personalised requests, send-in items, accounts, payment, saved cards, and delivery.
These terms apply when you use Autograph Hero to request convention autograph collection, signing assistance, related products, or delivery services through this website.
By placing an order, you confirm that you accept these terms, the product information shown at checkout, and our Privacy and Cookies policy.
Autograph Hero helps customers obtain autographs from selected conventions and signing events. This may include buying or handling an item, queueing for a guest, requesting a signature, requesting a personalisation where permitted, and arranging delivery after the event.
Each event is controlled by the organiser, guest, agent, or venue. Autograph Hero does not control guest attendance, signing times, queue rules, item restrictions, or whether a guest will agree to a specific request.
All autograph, quote, dedication, character name, inscription, placement, ink colour, and signing requests are subject to event and signer availability. We will make reasonable efforts to follow your instructions, but we cannot guarantee that every request will be possible.
If a guest cancels, refuses a request, changes their signing rules, sells out, or the event prevents completion of the order, we will contact you about the available options. Depending on the circumstances, this may include an alternative, a partial refund, or a full refund.
You are responsible for making sure your order details are complete and accurate before payment. This includes the product, signer, event, quantity, personalisation details, notes, contact information, and delivery address.
Checkout requires a customer account. This helps us keep your order, delivery address, contact details, saved address choices, saved payment method choices, and event updates connected to you.
An order is accepted when payment has been authorised and we confirm that the order can be processed. We may refuse or cancel an order if the item is unavailable, the request is unsuitable, payment fails, pricing is incorrect, or the order cannot reasonably be fulfilled.
Card payments are processed by SumUp. We do not receive or store your full card number or card security code. If SumUp, your card issuer, or your bank refuses or reverses a payment, the order may not be processed until payment is successfully completed.
Where the site is in sandbox, demo, or test mode, payment attempts and orders are for testing only and will not be fulfilled.
If you choose to save a card, the saved-card feature is provided through SumUp. SumUp handles the card entry and consent screen. Autograph Hero stores only the SumUp token or reference needed to offer that saved card for faster future checkout.
Saved cards are optional. You can still checkout by entering card details each time. You can ask us to remove a saved card from your account area, and we will mark it inactive locally and ask SumUp to deactivate the related token.
A saved card may only be used for payments you choose to make through the website, or where you have clearly agreed to a future charge connected to an order. We will not use a saved card for unrelated charges.
If you send an item to Autograph Hero for signing, you are responsible for packing it securely, sending it in time, and using a tracked or insured delivery service appropriate for the value of the item.
We will take reasonable care of customer-supplied items while they are in our possession. However, events can involve handling, travel, queues, crowds, weather, venue security, and third-party staff. We cannot guarantee that an item will return in identical condition.
Do not send irreplaceable or high-value items unless you understand and accept the practical risks of convention handling.
If you want to cancel, contact us as soon as possible. Where the order has not yet been started, we will usually be able to cancel and refund it.
Once we have started work on a custom, personalised, event-specific, or time-sensitive autograph request, cancellation rights may be limited. This can include orders where we have bought event tickets, prints, autograph tickets, postage, materials, or other order-specific items.
Nothing in these terms removes your statutory rights, including rights that apply if goods are faulty, not as described, or services are not carried out with reasonable care and skill.
Delivery times are estimates unless we state otherwise. Autograph orders can only be packed and posted after the relevant event or signing work has been completed.
You must provide a complete and accurate delivery address. If an item is returned because of an incorrect address, failed delivery, or refusal to accept delivery, you may need to pay the reasonable cost of resending it.
We aim to provide clear communication about the event and signing process. Where practical, we may provide supporting information such as order notes, event details, photos, or other evidence connected to the signing.
Unless a product page specifically says that a certificate, witness service, or third-party authentication is included, those services are not included as standard.
Where the website is marked as a demonstration site, orders placed through the site are test orders only and will not be fulfilled. Live ordering should only be treated as available when the demo notice is removed and checkout is configured for real transactions.
We may update these terms as the website, checkout, events, fulfilment process, or service model changes. The latest version will always be shown on this page.
