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!).

So, if you have a question, get in touch!
If something's wrong, get in touch! We stand behind our products so if anything's wrong, tell us and we'll do all that we can to fix it!
And if something's right, get in touch too, we love good news!

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?

EVERYWHERE except, currently, to Ukraine and Russia. Due to the war in Ukraine, shipping companies cannot confirm shipments to Ukraine and Russia. We'll update you as soon as this changes.

→ How much is shipping?

Get FREE shipping when your order is OVER 59€ (≃US$59/52£)

Orders under 59€ pay only 6.90€ and Tracking and Insurance is on us!
YES! 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!

*Due to the war in Ukraine, shipping companies are not currently shipping to Ukraine and Russia. We'll update you as soon as this changes.

→ 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.

→ 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 or without an account, with just your credit card. Stripe provides additional payment methods, more credit cards, and options like 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?

Normally the next business day.

In the unlikely event that you have purchased an item that is not yet available or not currently in stock, we will contact you to ask if you prefer a single shipment, (saves both on the carbon footprint and, TBH, on our wallet) or if you want a first shipment right away.

However, pre-orders are treated a little bit differently:

→ 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 days for the product to be available and sent to you.

In all cases, we aim 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. Exceptions are always possible, however, just contact us at amandine@ragingheroes.com and we'll do our best to accommodate you.

PROBLEMS?

→ Errors, items broken, etc

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! Fill this Form and we'll get back to you shortly => https://forms.gle/QG1WAzPH32kkrWiH6.

→ Return and Exchange policy

You can request an exchange or a return within 30 days of receipt of goods.

→ I don't like my mini!

No problem! We'll take it back! Fill out this Form to inform us you're returning your mini within 30 days of receipt. The mini must be returned in its original condition including its packaging, parts and visual. Please use a tracked method to return the mini. Raging Heroes will not cover the shipping costs to return the item. As soon as we've confirmed your shipment with the tracking info, you can either choose a store credit or a refund.

→ Return Procedure

If a product needs to be returned, simply fill this Form 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, fill this form 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

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. Some unusually large characters, like Paladins for example, can go up to 38+ mm in 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 kind 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!