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Many of the questions and answers listed below, form part of our Terms and Conditions
Contacting support about an Order?
What Countries do you ship to?
What Payment Options do you offer ?
How quick will my order be dispatched ?
How much is the Shipping /Delivery?
Your VAT Questions answered
What shipping options do you offer ?
What shipping options are offered within the UK
What shipping options are offered Outside the UK
Do you ship via EMS ?
Do you ship via SAL ?
My Order has not arrived Yet!
My Order usually takes * Days, but my new order has not arrived yet!
Do you offer Free Shipping ?
How will I know when my order has been shipped ?
What do the different Order Status's mean ?
Why was my order sent a different way to the one I asked for ?
Do you offer Backorders ?
The item i'm looking for is Out of Stock, when will it be back ?
I'm looking of a particular item you do not have listed, can you supply it?
Do you offer Pre-orders ?
What is a Pre-order ?
I received my order and item/s are missing ? What Happens Now
Substitutions?
I have some questions about Zero Paints, who should I contact
Will you ship paints to my Country ?
NO paints can be sent to Brazil
NO AIMAIL SHIPING OF AEROSOL outside the UK
Contacting Support?
If you need to Contact us regarding an order already placed please only email support@hiroboy.com
not any others you many have. This should ensure your email does not get lost within the 1000's of other emails we get weekly.
What Countries do you ship to?
We ship to all countries worldwide, below shows where we have shipped to since 2006.
What Payment Options do you offer ?
PAYPAL : We accept paypal at the checkout , this is where you can use your Debit / Credit Cards without transmitting your card details, If you need to send money direct please use: support@hiroboy.com
Debit and Credit Cards : are proccesed by SAGEPAY allowing us to process secure credit and debit card payments online (we never see your card details you pay direct to our bank).
Cash : Cash payment are only taken instore (we do not have credit card facitaties instore). If you select Cash as a payment option, your order will not be made up until you arrive (due to orders including paint being mixed and not collected/paid before) and you will need to pay for in CASH.
Bank Transfer / Direct Transfer (TT) Uk and Europe Only : Only available for Trade Customer. (please email for details)
Western Union : Below are the detail you will need to use for this type of payment :
You have two options when using Western Union
Visit WesternUnion.com
- Select the "Money Transfer" Option and follow the on screen directions
- You can pay with a bank debit card or credit card
- Western Union will charge you a money transfer fee (This varies on the country)
- Send the amount of the total shown above in GBP (Pound Sterling) no other currency will be accepted
Visit a local Western Union agency (find nearest location)
- Fill out the necesarry "Send Money" form, ask agent if you need assistance
- They will require a valid ID
- You can pay with cash, a bank debit card or credit card
- Western Union will charge you a money transfer fee
- Send the amount of the total shown above in GBP (Pound Sterling)
Using either method, you will need to provide the following "Receiver" information:
- First Name :Stephen - Last Name:Hemming - Country: UK
Once payment has been sent, please send an email to this this address: sales@hiroboy.com.com
Including your first and last name, your Hiroboy order number and the Money Transfer control number.
How quick will my order be dispatched ?
Please allow 5 working days for your order to be dispatched after placing your order before contacting us. Once your order has accepted you will get a confirmation email and again when it's been shipped you will get a notification email.
However, most orders are usually dispatched the same day. Dispatch times vary daily depending on the volume of orders that require progressing at any one time.
Mondays are always the busiest day due to the weekends orders being processed, so orders place on mondays are not always shipped the same day.
Cut off time for orders is 14-00hrs GMT (UK Time). What time is now in the UK ?
If an order/delivery is very urgent, important, expensive please contact us by phone to ensure we can meet your needs before placing your order.
My Order has not arrived Yet!
The speed of Postal services in different countries vary, this is beyond our control, we have so far only seen about 0.001% of parcels not arrive at all, most worldwide parcels arrive within 3-10 days, some do take longer e.g. Italy, South America, Africa and Russia.
Royal Mail does NOT class an Airmail shipment loss until 30 days have passed. Therefore until then we can not make a claim as "Loss in Post".
Orders sent via Airmail are not insured and do not have a tracking number and do not require a signature, we can however provide "Proof of Posting" proving we posted out the goods.
We would recognize the customer's selection of "Airmail" for delivery as a full responsibility of customer in case of missing therefore refunds can not be issued only "Proof of Posting".
My Order usually takes * Days, but my new order has not arrived yet!
Please see the answer in the previous question, and be patience.
Your VAT Questions answered
All prices include VAT at 20% (Within the European Union)
If you are outside European Union e.g. USA . Once you have created an account and logged in, the prices shown on the websote will be shown without VAT.
If you are a VAT Registered Business or Individual within the EU please tell us your VAT number in the comments box and once we have verirified those details we'll refund the VAT Amount. Sorry we can't offer this as an automatice option online.
Our VAT No. 914 7485 06
Do you offer Free Shipping ?
Free Shipping is available on orders over 125 GBP delivered within the UK ONLY. (Sorry orders with Free shipping can NOT be split up and sent separately) Free Shipping will be via Interlink Express or Royal Mail . e.g if you have a special order item that will take upto 21 day to arrive, we suggest placing 2 separate orders to avoid waiting for the rest of the order or asking for a split delivery.
How will I know when my order has been shipped ?
Your order status will be updated once the order has been despatched, you will get an email letting you know the details, you can also check by login into your account and checking your Order History.
What do the different Order Status's mean ?
- Despatch Pending - We have your order Thank You, any changes can be made. If you wish to make changes please contact us A.S.A.P.
- Processing - We are working on a large order, mixing paints or waiting for delivery of a special order item.
- Awaiting Payment - We are awaiting you payment (Cheque, Postal Order or Western Union)
- Cancelled (Non Payment) - Payment was not completed and the order has been canceled sometimes this is due to not fully completing at the checkout.
- Return To Sender - Your order has been return to us for some reason.
- Possibly Lost in Post - As Stated.
- On Hold - We are waiting for your email/telephone reply to an order query.
- Items Sent (showing chosen method) - This means your order has been posted out.
Why was my order sent a different way to the one I asked for ?
In some cases we will send the order in different way due to many reasons, We will only ever send a better/more expensive way (we will not charge you the extra).
Say you ordered a 1:12 model kit and it was too heavy for the Airmail's 2kg limit, we may chose to increase the shipping to DPD Euro Express which is faster with tracking. if this option is going to cost YOU more we will emil to ask first, if we do not feel we need to charge you more we will ship without contacting you first.
Do you offer Backorders ?
Sorry, we do not offer this service at the moment.
Substitutions?
If an item is out of stock, we may substitute a similar item of at least the same value. We would not expect any of the substitutions to cause any significant inconvenience or disappointment. However, if you return the substituted item in un-used condition we will offer other substitutes or send the usual item as soon as stock is available.
The item i'm looking for is Out of Stock, when will it be back ?
This depends on when our next stock order is being placed with the manufacture, most manufacture have min order valves, so we need to wait until we can order enough to meet this. We re-order from most main suppliers every 1-2 months or less, smaller supplier when we require enough strock to meet the suppliers min order value.
I'm looking of a particular item you do not have listed, can you supply it?
If it is from a major manufacture e.g. Tamiya, Fujimi, Aoshima, Gunze Sangyo etc. we can supply anything from their current catalogue within 3-4 weeks depending on availability. We have shipments landing from Japan ever 1-2 weeks.
Depending on the item and value, you many need to pay up front or pay a deposit. Please contact us to find out more.
Do you offer Pre-orders ?
We do offer pre-orders on certain new items being released. This is mainly offered on Model Factory Hiro's monthly releases.
What is a Pre-order ? (PLEASE READ FULLY)
A pre-order is an order placed for an item which has not yet been released. (Mainly offered on Model Factory Hiro's monthly releases and Important New Kit Releases.)
Customers who pre-order items will be asked for pay at the time of placing the order.
In doing this you will benefit from a saving on the full price and / or ensure that a limited edition items is reserved specifically for you. This will also guarantee prompt delivery on release
We aim to get our stock delivery within 7 days of Japanese release date. (This can change depending on UK Customs clearing times)
Also once we get our shipment of new released kits, we will attempt to dispatch them out to customers the very same day.
Orders with Pre-order items will not ship until ALL items are instock. If you need some items earlier we recommend placing indivdual orders.
I received my order and item/s are missing ? What Happens Now
If you find any item/s missing from your order, please contact us as soon as possible, and we will try and rectify the problem as quickly as possible.
In some cases a note stating "To Follow" may be marked on the order, this is due to a stock error and the item is out of stock, we will send the item out as soon as we receive stock. Meanwhile if you wish for a refund for the item or an alternative please contact us A.S.A.P.
I have some questions about Zero Paints, who should I contact
A comprehensive F.A.Q. can be found here www.hiroboy.com/catalog/zero_paints.php, if you have further questions please email sales@hiroboy.com.com
Will you ship paints to my Country ?
It is the Purchasers responsibility to check with your local Postal Operator to confirm if any items being purchased are classed as Prohibited Goods (Paints, Thinners, and Flammable Liquids etc) within your country. If you have purchased an item/s which is classed as Prohibited Goods and it is not delivered, we can NOT offer refunds. If the item/s are returned to Hiroboy.com for this reason, we will refund the value of the items returned minus any shipping/packing cost.
Brazil: Problems Shipping Paints etc.
It is with great regret that we can NO longer ship any Paints, Micro Set/Sol, Glues, etc to Brazil,
over the last 1-2 weeks we have been, getting orders/parcels returned to the UK, Marked Import Prohibited. View the Ticket
NO AIMAIL SHIPING OF AEROSOL outside the UK
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INTERNATIONAL CUSTOMERS PLEASE READ CAREFULLY
NO AIMAIL SHIPING OF AEROSOL CANS : Royal Mail are now enforcing the NO SHIPPING of AEROSOLS by AIRMAIL Rule.
We can NOT ship SPRAY CANS to USA, Canada or any counties OUTSIDE Europe, If ordering Aerosols within Europe, please chose DPD Express by Road, NOT Airmail. Orders within the UK are fine. |
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