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FAQ

Last updated 2020_03_21

TRUST

→ Can I trust you / this website / Raging Heroes?

Yes! We have been in business for over 10 years, since 2009!
We've created since then over 500 different sculpts!
And we only exist because of you.

We want you as happy as we are.
(Ok, some days, I can be grumpy, but I promise, I don't take it out on you!).

Our direct contact is RagingHeroesTeam@gmail.com. Or leave a message in the Chat box in the bottom right of the website.

SHIPPING TIME AND COSTS

Where do you ship?

Worldwide!

 What about Covid-19/quarantines/border closures

(Edited March 21, 2020) Shipping continues as normal.

Our crew comes in on staggered schedules so that there's only one person in the department at a time.

Freight is NOT shut down, and parcels make it to ALL countries. Yes, passenger traffic is shut down for many countries, yes, borders are closed to the movement of people, BUT not for goods/products/fret. Every government WANTS to keep commerce alive so goods travel. 

Our parcels continue to be delivered everywhere, including in China, the US, the UK, Spain, Italy, Russia, etc. despite quarantines.Some local post offices and pick-up stations may be unavailable, but shipping continues.

How much is shipping?

We offer flat fee shipping, worldwide, at a low cost! The shipping fee for your order is fixed no matter the number of items in your cart, so go ahead and load it up!

France, Spain, Italy, Russia: 6.90 € for Regular Shipping.
Everywhere Else11.90 € for Regular Shipping or 6.90 € for Discounted Shipping. Due to Covid-19, we have reduced our shipping fees so that ALL countries get Regular Shipping for 6.90 € only, which includes tracking and insurance.

REGULAR Shipping includes Tracking and Insurance. GET THIS IF YOU WANT TRACKING INFO. If you have not received your order after 30 days from shipping date, we will gladly reship it to you free of charge.

DISCOUNTED Shippingis NOT insured and there is NO tracking information. Should your order fail to arrive, that is exceedingly unfortunate, but regretfully, we shall decline responsibility for it.

When do I get my order?

As quickly as the mailman can get it to you.
We ship Monday to Friday, from France, by the French postal service. Shipping is prompt and via AirMail overseas.

Shipments to most of Europe have been regularly getting there in as little as 3 days, and to North America in 5. Busier times (such as the Holiday season, for example) or weather events (snow, ice, volcano ashes...), can delay shipments by a couple more days.

PAYMENT

→ Paypal or Credit Card?

It's up to you. We use both Paypal and Stripe, a leading trusted payment provider worldwide. You can use Paypal with your Paypal account or without an account, with just your credit card. Stripe provides additional payment methods such as ApplePay.

→ Euros / Dollars / Pounds / ... ?

Our shop is in Euro, but you can use the drop-down Currency Converter on top of the page to get an estimate of pricing in your currency (rates are updated daily). 

All payments in the end are in Euros.

You can pay in any currency Paypal/Stripe accepts (that's pretty much all currencies), and Paypal/Stripe will automatically make the Euro conversion for you and tell you how much you owe. If you used the Currency Converter while shopping, you can expect a slight variation in the total as Paypal/Stripe/Credit Cards have currency exchange fees.

Taxes, customs and duties

All items are shipped from our French 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.

AVAILABILITY

→ Why haven't you shipped my order yet?

We only ship an order once it's complete. We rarely 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.

→ 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.

PROBLEMS?

→ Errors, breaks, ...

There's a mistake in your shipment / This is not what you ordered / There's a piece that's broken / missing?

No worries, we'll fix it. Send us a message and photos of what you received at RagingHeroesTeam@gmail.com and we'll get back to you with a solution.

→ I don't like my mini!

No problem! We'll take it back! Contact us at RagingHeroesTeam@gmail.com to let us know to expect it, and send it back with a tracking number. As soon as we've confirmed your shipment with the tracking info, we'll give you as Store Credit or reimburse you, your choice.

Return Procedure

If a product needs to be returned, simply send an email to RagingHeroesTeam@gmail.com and briefly tell us why you are returning the product and if you want an exchange or a refund.

We'll send you an email to explain how to send the product back to us. 

Send us your product according to the instructions received in your email. Please note that you must obtain tracking on your returned parcel as we cannot be responsible if we never receive it. You will have to pay for your shipping. If you used your Paypal account to make your purchase, in most countries you can enable the 'free returns' option and Paypal will reimburse your shipping cost.

We will refund your shipping cost for sending back the product (if it is not reimbursed by Paypal) if there was a mistake on your order or if a product is broken or missing an element, but not if you changed your mind. 

Product(s) must be intact and in its original packaging, or the refund or exchange cannot be processed. 

→ 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 may not have shipped yet. Your order normally ships 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 Regular Shipping and haven't received it after 30 days from the ship date, drop us a line at RagingHeroesTeam@gmail.com and we will gladly reship it free of charge. If you had it shipped using Discounted Shipping and it hasn't arrived, that is exceedingly unfortunate, but regretfully, we must decline responsibility for it.

→ My question is not on the FAQ

Contact us at RagingHeroesTeam@gmail.com, we'll be happy to help!

MINIATURES

→ What's the scale?

The short answer:

Our minis are 28-35 mm Heroic scale and fit all popular tabletop wargames. We also provide some models in 54 mm or "large" scale.

The long answer:

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 or 32 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 its 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 the other minis you have in your collection. When we sculpt, we constantly compare the scale to other successful minis from various manufacturers to make sure they fit well together.

→ Material?

Our miniatures are mainly made of resin, and a few are still made of lead-free white metal.

→ How do I use your minis in my favourite game?

Our minis are perfect for 28-35 mm tabletop games. 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.

→ Bases?

What if the base supplied is not the one you need for your game? Well, we usually design our minis to fit on the smallest bases possible so that you can incorporate them into any army you want. This is true even when the base supplied with the minis is larger, or not square. So whatever the size needed for your game, our mini should fit on it. To absolutely make sure that is the case, check the detailed description provided for each mini.

→ Background stories?

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 many of our characters come with a rich background that we will keep alive as time passes. So not only do you get the backstory 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.

→ New Releases?

We release new models every one or two months.

→ Can I purchase them in my favourite store?

Yes! If your store is not a stockist, ask him to complete this simple information form, and we'll be in touch with all the relevant info.

→ 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, and it will be announced in 2020! Stay tuned!

→ 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, ... Stay tuned!