How fast will my order arrive?
If you order a downloadable kit – the kit should be available instantly on a download link – and will also arrive via email with a link for you to download it.
If you order a printed kit or accessories and elect for standard service – this is first class within the UK and Airmail outside the UK.
Approx arrival times for first class and airmail are:
UK – 1-3 working days (the Royal Mail don’t guarantee next day on 1st class any more).
Europe 7-10 working days
Rest of World – 14-28 working days
If you order a printed kit or accessories and elect for expedited shipping – we use a Courier or Royal Mail Next Day Delivery within the UK; and a courier outside the UK.
Approx arrival times on Expedited shipping are:
UK – Next working day
Europe – 3-7 working days
Rest of World – 3-7 working days
Help I need to change my order!
Don’t worry if you suddenly find you need to change an order. We’re used to this. Party planning rarely runs as smoothly as people expect!
Friends who say they can’t come are suddenly worried they’re missing out on the “event of the century” and tell you they can make it after all, other friends suddenly wave off the party as they’ve just won an all expenses trip to Vegas… It happens.
If you know within 24 hours of placing the order that you have the wrong size kit, please email us immediately. We may be able to call a halt to the posted kit before it leaves the office and work out a quick exchange. If you are sizing up – there may be a small charge to pay. if you are sizing down, you may be eligable for a refund!
If the printed kit has already left the office, we are happy to exchange the game, however additional shipping fees may apply.
Usually, so long as you pay to return the original kit ordered at your own expense, we will meet you half way and ship you a replacement kit at our own expense. However if we have custom produced a kit for you, we may not be able to resell the returned item and additional fees may be incurred.
If it’s a downloadable kit – we can just arrange a direct swap with you once you’ve paid any upgrade fees. Simples.
Where is my order?
We have no machines in the office that handle distribution. All orders at Red Herring Games are handled and processed by real people and we always endeavour to ship orders within 48 hours.
If you received a dispatch confirmation email from us, we received your order and have shipped it.
So if it hasn’t arrived when you were expecting, it means, sadly, that your order may have fallen victim to “natural causes”.
Mail men occasionally drop packages in puddles, trains are occasionally robbed, boats sink, and conveyor belts sometimes chew up post.
If the order hasn’t arrived when you were expecting just get in touch so we can see if we can find out what has gone wrong and get a replacement to you ASAP!
International shipping can take as much as 21 days – however, if you need it quickly and fear it may have fallen victim to the postal gremlins, contact us and we will see what we can do to help!
Obviously if you ordered a downloadable product, we aren’t shipping that one to you – instead you’ll find that in your account ready and waiting for you.
My order isn’t complete. What has happened to the rest?
There are several reasons your order may not be complete when it arrives.
You may have ordered a mix of items, some of which are shipped from the supplier directly. e.g. Music CDs and Wine Charms are both shipped directly to you from the manufacturer.
Sometimes we split an order to take advantage of the best postage rate or service. This often happens if you order multiple kits, or several large accessories or gifts.
If the rest of your order fails to show up within a week please get in touch. Just occasionally we make a mistake or the postal services lose half an order.
PLEASE NOTE: We never break apart a full murder mystery game.
If you are missing a component of a murder mystery game then please contact us immediately.
We have no machines in the office who pack for us, everything is handled by real people, and if we haven’t had enough coffee one morning, we know mistakes can happen. If you find your order isn’t complete, you’re missing a booklet or a set of labels – just drop us a line and allow us to fix it!
If you found out about it too late to fix it before your party, and we aren’t immediately available to help via email or phone – then please order the downloadable version of your game and use the PDF copy for the missing booklet, or MP3 file for the missing CD. Contact us immediately and we will reimburse you for your order as it was our mistake!
How do I get my downloadable game?
After paying you should be directed immediately back to our site to a screen with the download links embedded on the page. Click these links to download your order to allow printing.
After clicking the links your computer should open up a file download box on your screen. When this happens click “save” and specify a folder you can find easily once it’s finished, e.g. My Documents, or the desktop. Sometimes computers will automatically save files into a “download” folder, every computer is slightly different, but if you get stuck, just use your file search option to locate them based on the file names.
After download open up the folder you specified and within it should be the game files you downloaded.