Help & FAQs

Customer online account

• Can I check my subscription status online?
• Create new account
• How can I change my shipping address?
• How can I find out the contents of my next delivery? What's included in my next package?
• Pre-order a collection/model

Shipping and Delivery

• My delivery is late or has been delayed
• Order returned to sender
• Return your order
• Return your order
• What is your shipping method or where do you ship from?
• What's included in my next shipment?

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Billing and credits

• Can I request a copy of an invoice?
• Can I set my payment date to be the same every month?
• I think I am entitled to a refund.
• I think I was charged the wrong amount, can you help me?
• My last invoice have a different amount than I expected?
• Request discount or price match

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Technical Support & Build Help

• Need Help Building Your Model?
• Request instruction manual

Damaged and missing items

• I never received my package
• I haven't received all the items in my most recent package
• My item(s) arrived damaged
• Missing or damaged item, how can I get a replacement?

Cancellations/reactivations

• Upgrade my subscription
• Subscription expiration date
• I want to return an item.
• How can I pause or reactivate my subscription?
• How can I cancel my subscription?
• Can I pause my subscription?

Miscellaneous

• Availability of the product in stock
• Can I buy a Fanhome/DeAgostini collection in store?
• Can I buy only the first package or a single figure?
• Can I get the free gifts without signing up?
• Can't complete an online order?
• Fanhome Facebook group

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