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Frequently Asked Questions

 

  • When will I receive my order?

Please be aware that for standard orders with free shipping, it will take 3-5 weeks to receive your product. If you paid for express shipping, please expect a shipping time between 1-2 weeks from date of purchase.

We ship to over 40+ countries that can often lead to an increase in processing time.

  • How can I track my order?

Once your order has been shipped, we will send an email that contains a link to a tracking site with your tracking number. You can use this website to track your shipment at any time.

 

  • I have only received a part of my order, where is the rest of my order?

In order to ensure the fastest processing times, we will often ship products in your order in different shipments. Please await a subsequent shipment email for the remaining products in your order.

 

  • My order shipment updates have been stuck for a long time. What should I do?

Often the shipping tracking is delayed when the courier is handed off to a new local carrier once it reaches the destination country. Please patiently wait for an update on the tracking site. If it has been more than a week since you have received an update, please send us a private message on the Facebook group, Hergé Fans and we will gladly help you locate your shipment.

 

  • The product received was damaged during delivery, what should I do?

In case of a damaged shipment, please send us a private message at Hergé Fans with a photograph of the damaged shipment. We can send you a new shipment or help refund your purchase.

 

  • The wrong product was shipped, how can I get the correct one?

If you have received a product that you did not order, please send us a private message at Hergé Fans with a photograph of the shipment. We can help you with ordering the correct product or refunding your purchase.

 

  • I ordered the wrong product, how can I cancel my order?

Unfortunately, due to our automated shipment services we cannot cancel an order once it has been created. Please reach us at Hergé Fans as we might be able to help you with a discount on your next purchase at the store!

 

  • I ordered the wrong product, how can I change my order?

Unfortunately, due to our automated shipment services we cannot change an order once it has been created. Please reach us at Hergé Fans as we might be able to help you with a discount on your next purchase at the store!