Customer service
Details are our Passion!
Each Herpa model is developed with great attention to detail and produced by hand. If, despite the utmost care, you should nevertheless discover defects or damage to a newly purchased model, you have the right to complain about the model, of course.
Please understand, however, that a free complaint can only be made in the event of a defective or damaged delivery of the item, and must be made where you purchased the model.
If you purchased the model from one of our retailers, please contact him or her in case of a justified complaint. If you purchased the model from our online shop, please note that we can only accept a free complaint within six months of purchase.
Therefore, please enclose a correspondingly dated proof of purchase with your complaint. Without such a receipt, we can only process your request as a billable service.
We then have to charge a fee of €10 for processing (limit of 3 small parts), packaging and postage, in addition to the costs for the parts themselves.
We would also like to point out that individual parts for each model are made to order and therefore only a small number of spare parts are available for each model for up to two years after production.
Only order replacement /spare parts if you are prepared to bear the costs.
Please keep in mind, if you change your residence, to let our customer service staff know your new address by means of your ticket.
