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FAQ

I can no longer log in and resetting the password doesn't work either.

We got new software for the shop at the beginning of June 2024. Unfortunately, for data protection reasons, we were unable to take the customer accounts with us.
The same applies to registering for our 
newsletter.

Can I order spare parts from you?

Yes, you can get spare parts for (almost) all HiG games here.
You can find the relevant spare parts items 
here. If you need a particularly large number or special parts (e.g. game box or a cotton bag), please write an e-mail to us.

Do you have rule books or spare parts in my language too?

Maybe, but mostly we have rule books and spare parts in German and sometimes in English. But feel free to write us an e-mail for asking.

Something was missing/corrupted in my new game.

Please send us an e-mail, including a photo of the damage and the receipt, as well as your address. If it is a production issue, we will refer you to our local partner or send you the replacement.

How long does delivery take and how much does it cost?

You can find everything about delivery under "Shipping".

Where is my order?

You should have received a DHL tracking link in your shipping confirmation or find it in your CundCo-profile. If nothing has happened there for more than two weeks or you can't find the link, please contact our support.

Do you deliver to my country?

We deliver to a variety of countries, but we can't offer regular service to every country. If your country isn't available for selection in the shop, please send us an e-mail and we will see if we can deliver to you.

How can I pay for my order?

You can find everthing about payment here.

How can I cancel my order?

To do this, please contact us. It's the best to write an e-mail with your order number and what you like to cancel.

I no longer want (parts of) my order.

You can use your right of withdrawal to do this, you can find all the necessary informations about the revocation here.

Can I add something to my completed order?

We're sorry, but no. A order what is transmitted to us and paid can't be changed subsequently.

Can I order by phone or e-mail?

Unfortunately no. As an online Shop, our processes are completely designed for regular orders in the online shop.

Do you still have old games or expansions?

Unfortunately, there are some games and (mini-)expansions that are no longer produced and are no longer available. If it's not in the shop, we don't have it.
Mostly we can't tell you if XYZ get a reissue. To stay up to date, it's the best to follow Hans-im-Glück on 
Facebook or Instagram. Or subscribe to our newsletter.

How do I get the SPIEL' tiles?

These special tile, of the corresponding year, is only available at the fairs "SPIEL" in Essen or "Spielwiesn" in Augsburg. As well as in the shop during our Advent-Season-Sale. Otherwise unfortunately not at all.

Why can't I redeem my voucher?

We got new software for the shop at the beginning of June 2024. Unfortunately, we were unable to adopted the old vouchers. If you have a valid voucher, please write an e-mail to us with the voucher code and we will renew your voucher.

My order is leaving the EU. Why do I have to pay VAT?

In order to be able to send the shipment without VAT, we would have to declare an export to customs. Since we are only a very small shop, with only 2 employees, we can't possibly handle the necessary paperwork.

Do I have to pay import duties for my order?

Maybe, it depends on your country and the value of the order. Unfortunately, we can't tell you what it's like for you, so it's best to just use Google.

Why are your prices sometimes higher than those of other retailers?

Even though we are the official HiG-Shop, we obtain many of our products through wholesale, like all retailers. And here, as a very small shop, we often have worse conditions than large retailers.
In addition, all our employees are paid fairly, and we offer a spare parts service for (almost) all HiG games, regardless of where it was purchased.