FAQ

•  Shipping time and costs
•  Availability
•  Payment
•  Problems
•  Minis



SHIPPING TIME AND COSTS


Where do you ship?

Worldwide!

When do I get my order?

Normally in two weeks or less, if your item is in stock.
We ship twice a week, (Monday and Thursday), sometimes more often. And our carrier, Royal AirMail indicates that it takes up to 5 days to ship worldwide.
However, your order may be held up at customs (click for more info), causing delays.

How much does shipping cost?

Shipping is currently ON SALE!
Pay only 3 Euros for Regular Shipping (instead of 5 Euros) or 8.50 Euros for Insured Shipping (instead of 10.50 Euros).
Also, we're happy to be able to offer you flat rate shipping: the shipping cost for your entire order is the same regardless of the number of items in your cart. Whether you buy 1, 2, or 10 items at once, your order's shipping costs will remain the same.
You can choose between Regular and Insured Shipping.
You'll be able to choose your shipping options on the second page of the checkout process, once you've entered you shipping address.

  • Regular Shipping via Airmail, ON SALE now for 3 Euros (normally 5 Euros).
    Shipping is NOT insured. Should your order fail to arrive, that is exceedingly unfortunate, but regretfully, we shall decline responsibility for it.

  • Insured Shipping via Airmail, ON SALE now for 8.50 Euros (normally 8.50 Euros).
    Shipping IS insured. If you have not received your order after 30 days from shipping date, we will gladly reship it to you free of charge.
    When checking out, your order will either be shipped via AirSure, International Signed For, or Special Delivery. This is determined automatically, depending on your shipping address. Here is a description of these 3 options:

    • AirSure: Priority handling and Online tracking.
      Available in North America (Canada and US), Brazil, Hong Kong, Malaysia, Singapore, New Zealand, and most European countries (Andorra, Austria, Belgium, Corsica, Denmark, Faroe Islands, Finland, France, Germany, Iceland, Ireland, Liechtenstein, Luxembourg, Monaco, Netherlands, Portugal, Spain, Sweden and Switzerland).

    • International Signed For: Signature taken on delivery.
      For all countries where AirSure is not available, except UK.

    • Special Delivery: Online tracking, Signature upon delivery, extra fast shipping.
      Shipping normally takes 2 days or less once order is packed.
      UK Customers only.


AVAILABILITY


Pre-Orders

We give you the possibility of pre-ordering some of our items when we expect them to be in high demand or to run out quickly. This is typically the case for Limited Edition runs. When you pre-order an item, your payment is processed at checkout, and your order is placed in a queue. You may have to wait several weeks for the product to be available and sent to you. In all cases, we attempt to provide you with as much information as possible as to availability dates. If your order includes other items that are already available at checkout time, nevertheless, they will only be shipped once your order is complete.

Why haven't you shipped my order yet?

We only ship an order once it's complete. We do not ship partial or fractioned orders.
If you have requested an item that is not yet available or not currently in stock, your order will be held up in queue until everything you ordered is available.

But I want it now!

Well, you do have one option: you can order separately available and non-available items. Just keep in mind that, in that case, you will have to pay shipping costs for each order.

PAYMENT


Paypal or Credit Card?

It's up to you. Our payment platform is Paypal BUT, on the Paypal payment page, you can pay for your order with EITHER your credit card OR with your Paypal account. While we're using Paypal as a gateway for payments, Paypal no longer requires you to have an account to make a payment. If you do not have an account or don't want to use one, simply enter your credit card number when you are taken on the Paypal page (to do that, check out the lower left hand side of the Paypal payment page, that's usually where the credit card payment is).

Euros or Dollars?

All prices are in Euros. You can pay in whatever currency Paypal accepts, and Paypal will make the conversion for you and tell you how much you owe. Prices are in Euros, but you can see a conversion into your own currency here. Please note that this is an approximate estimation, your payment will be converted at time of purchase and may vary from this estimation.

Taxes, customs and duties

All items are shipped from our UK warehouse. There are no custom and duties for all European Community countries. Shipments to non-EC countries may be subject to taxes, custom and duties, for which you, as a customer, are responsible to pay for. Please contact your local postal service and customs service for more information.

PROBLEMS WITH MY ORDER


There's a mistake in my shipment!
This is not what I ordered!
There's a piece that's broken / missing!

No problem! We'll fix it. But you only have 7 days to tell us! After that, it's too late…
Simply follow our simple return procedure (click for more info). You'll have to pay for shipping but we'll reimburse it.

I don't like my mini!

No problem! We'll take it back! But you only have 7 days to tell us! After that, it's too late…
Simply follow our simple return procedure (click for more info). You'll have to pay for shipping it back, though.

Return Procedure

If a product needs to be returned, please follow this simple 3-step procedure within 7 days of receiving your order:
1. Send an email to contact@ragingheroes.com and briefly tell us why you are returning the product and if you want an exchange or a refund.
2. We'll send you an email giving you a Refund Authorization Number and an address to ship back your product to.
3. Send us your product WITH your Refund Authorization Number. You will have to pay for your shipping. Shipping is only refunded if there was a mistake on your order or if a product is broken or missing an element. Not if you changed your mind.

Product must be intact and in its original packaging, or the refund or exchange will not be processed.
This means that the returned product is exactly as it was when you opened your blister/box: not painted, not glued, not cleaned up, etc. All accompanying elements MUST also be returned, such as game cards, certificate of authenticity, etc.

Please note: No exchange or refund can be processed without your Refund Authorization Number.

I never got my shipment!

If you live outside the European Community, be aware that sometimes, packages can be held up at customs (click for more info) for a while. This is something over which unfortunately we have no control. Also, if your order contains items that are not yet available or out of stock, then your order probably hasn't shipped! Your order will be shipped only when ALL the items are available for shipment. If you cannot wait, the best solution is to order separately available and delayed availability items (like items in pre-order). Of course, that means that you will have to pay shipping charges for each order. If you had your order shipped using Insured Shipping and haven't received it after 30 days from shipping date, drop us a line at contact@ragingheroes.com and we will gladly reship it free of charge. If you had it shipped using Regular Shipping and it hasn't arrived, that is exceedingly unfortunate, but regretfully, we shall decline responsibility for it.

My question is not on the FAQ

Contact us at contact@ragingheroes.com and we'll strive to provide feedback and answers directly and through the site, the blog, the newsletter and by updating this FAQ.

MINIS


In what scale are your minis? Will you work on other scales?

All our minis are available in both 28 mm and 54 mm whenever possible. However, we also plan large monsters in the 28 mm scale; these may be too large to translate in the 54 mm scale. We are also planning to do collectible resin kits in larger sizes, and busts from some of our characters, as well as vehicles… More on that soon.

Are your 28 mm minis really in the 28 mm scale?

In general, when a mini is said to be in the 28 mm range, it can be hard to determine its true size. All mini manufacturers indicate that their minis are in 28 mm or 30 mm, but measuring them yield wildly varying results. There are many reasons for that. The 28 mm is measured from a character's heel up to his eyes, when standing upright. But the style of the sculpt also impacts on the general aspect and the perception you get of the fig.
When we work on our minis, we strive to set a scale that easily blends with other minis you have in your collection. When working on our sculpts, we constantly compare them to other successful minis from various manufacturers, to make sure they fit well together.
And so, to answer the question, yes, inasmuch as it is feasible, our minis are indeed in the 28 mm scale.

What are your minis made of?

Our 28 mm miniatures are mainly made of lead-free white metal, with some pieces sometimes made of grey resin.
Our 54 mm are just the reverse. They are mainly made of grey resin, with some pieces sometimes made of lead-free white metal.
In general, massive/very big parts will be made of resin, and small fragile parts will be made of white metal.

How do I use your minis in my favourite game?

Our minis can be used in any 28 mm or 54 mm tabletop game. They can be used as centrepiece characters to make a strong impression on the gaming table. You can incorporate them in an existing army list or create special characteristics for each of them. Check out our Gaming section for more details.

The base supplied with my mini is not the one I need for my game!

This is true even when the base supplied with the minis is larger or not square.
So just borrow or purchase a base of the size needed for your game, and our mini should fit on it. To absolutely make sure that is the case, please read the detailed description provided for each mini. You will find a mini's description on its product page in the store.

Why is there a background for each character?

Even if our characters exist in a non-specific game environment, we want to bring them to life and inspire you for your gaming, painting and collecting pursuits. This is why all characters come with a rich background that we will keep alive as time passes. So not only do you get the back-story on a character, but you also get to see the character evolve and connect with newly created Raging Heroes characters. Our most popular characters with a most active life will be re-edited in new versions that will reflect the evolution of their personal story.

How often do you release new products?

Our goal is to have new releases pretty much every month.

Can I purchase them in my favourite store?

Very soon. Currently, they can only be purchased on our website.

Are you planning a game?

You bet we are! There are already plenty of great games on the market, so we're aiming for something different. It won't be your usual strategy game. However, this is not our first priority, so it will take some time.

What other kinds of minis are you planning to do?

One frustration we've all experienced is finding the perfect mini… in the wrong genre or the wrong army for what we want. That's why we plan to release several of our minis in various versions: Fantasy, SciFi, Steampunk, ...