The shipping fees are based on the destination country, the method of shipment as well as the total weight of the package(s). Kindly note that the shipping fees are automatically calculated by the e-shop platform and that there might be cases (extremely few if none we believe) where these are different to what Italian Post would charge; this might be due to the system’s limitations. We would be happy to consider alternatives in any case of extremely high shipping fee charges.
Countries we ship to
The countries to which we ship to are defined at the User Sign up page. Please note that there may be cases in which the shipment results available even if we cannot be able to ship to that specific country. In this case a full refund will be provided. Our delivery service covers more than 200 countries.
Order processing time
Orders are usually shipped within 2-3 working days after a payment confirmation is received. Heroes Models is a small reality living thanks to our spare time; it is not our main job even if we hope it will become one day. We consider ourselves model makers before than traders. We apologise in advance in the event of delayed shipments. We will try to always do our best and to keep you updated.
The shipping address should clearly indicate the name of the individual that will receive the parcel. We do not ship to PO boxes, Military Bases etc.
Change the shipping method or address after placing an order
Changing either the shipping method or the shipping address after an order already placed is not possible at the moment.
Economy Service shipments
Economy service shipments is impossible to track. We do not undertake any responsibility for undelivered goods and all the freights of a successive shipment, including customs duties required by the return are at your expenses.
We strongly advise to select the REGISTERED option when choosing the shipment method as this will provide visibility (in most cases) with regard to where the package(s) are located until they get delivered. In case the parcel cannot be tracked, as soon as the goods leave our hands we carry no responsibility of ensuring that you will receive the goods.
Custom & local / import taxes
When placing an order with a delivery address outside the European Union there is the possibility that custom and import taxes or other type of charges will be applied by your local authorities. Before placing an order please ensure that you are aware of these potential additional charges by contacting customs authority of your country as we carry no responsibility for any additional charge.
Receipt of wrong items
In case of wrong items delivered, please contact us within 5 days from receipt of the order and we will inform you of the next steps.
Damaged or Missing items
In case of a damaged or missing item please contact as within 5 days from the day you received the goods. For a damaged or defect item we would need the product ID, a photo of the damaged part as well as a photo of the original packaging. It will be in our sole discretion to decide as to whether there will be compensation or not and what the value will be (this can be with extra discounts – provided that the recipient is a registered user – or with replacement if possible).
If there is obvious damage in the packaging the issue is most likely to be caused by shipping mishandling. In this case please contact your local Post Office or the delivery agent first. Please note that the resolution process may differ from country to country.
We do not consider an item as damaged or faulty in at least the following cases:
- Any damage caused to the product by opening the product packaging when receiving the product itself.
- Differences may appear when comparing the received item or its packaging with what was displayed in the website when the order was placed. The product description as well as the product photos may change without any prior notice.
- The manufacturer (in case of third parties involved) does not recognize the item as damaged or faulty.
- Marks of any kind, bents or dents on the product packaging that cause no issues to the product itself.
We are available between Monday to Friday. We will notify potential delays in processing your order in case of a public holiday and days when we do not work.
We can be contacted at: firstname.lastname@example.org
Order confirmation email
When an order is placed a confirmation email is sent. In case you not receive this email please login in your account and check that the order has been placed. If any issue occurs, please do not hesitate to contact us.
We accept the following methods of payment:
- PayPal (no need to have a PayPal account / be a PayPal registered user)
- Payment by credit card (Visa, Mastercard and American Express).
Additional charges or handling fees may be applied by PayPal so please make sure you are aware of this before placing an order.
The currency used is Euro (EUR). All other currencies displayed in the website are indicative ones and do not represent necessarily the final amount of the order.
We ship only via Italian Post\SDA Courier at present. You can easily calculate your shipping cost in the shopping cart.
Countries not served by the courier and parcels over the allowed weight
If the country of the buyer is not included in the above mentioned lists, he / she will not be allowed to complete the purchase. In this case we kindly ask you to contact us at the email address email@example.com. We will do our best to solve the inconvenience with a customized solution.
If the order exceeds the maximum weight limit allowed by the courier, we kindly ask you to contact us in order to find a different solution.
Declaration of responsibility
The company will do his best in order to offer the best possible service in particular with international shipment. We also inform you that we are not responsible of undelivered goods or in the following cases:
- wrong or incomplete address
- goods undelivered because nobody was present at the delivery address (for International Economy shipments)
- shipment kept on stock not claimed by the addressee
- failure to cover the traceability by the courier
- any inconvenience due to force majeure as natural disasters or particular sociopolitical conditions
- charged customs duties
If the parcel is sent back to us for any of the above mentioned reasons, the freight charges of a futher shipment will be charged to the addressee (including any customs fee or any return charge). If you find any issue linked with the conditions of the content of the parcel, we suggest you to visit the section Returns Policy.