1. Where is the store located

mogumogu atelier is based in Sydney, NSW Australia.

2. Postage company used

Australian Post will be used to send out majority of the packages for both local Australian orders and international orders. PLease contact us for delivery details.

Extra Postage Cost
Note that if selected postage option cannot be used. Additional postage cost may be required. We will notify you on additional charges.

You can pay for the extra postage fee through 'commission fees'. 

3. Delivery

It usually takes around 2-3 days for the readied product to be packaged and then sent to the Australian post office. Once posted, the shipping time depending on the location. Postage within Australia can take up to 5-10 business days, whereas international postage can take up to 1-2 months. Longer delays vary due to different country’s holiday seasons or COVID circumstances that may arise.  

We suggest international buyers to order 1 month in advance if items are needed by a specific date due to delays, which include possible custom checks. Please contact us for delays over 30 days so that we can check with the Post office (if tracking number is available).

We do not take any responsibility if the Postal service has delayed, lost or damaged the parcel once the parcel has been sent. We offer shipping with tracking to increase security and the tracking number will be supplied to buyers once received. Untrack posts will not have a tracking number, so once it is sent out, we do not take responsibility for the posted package as we cannot track it.

Note: Delivery prices may change without prior notice. Customer will be notified by email if changes occurs.

4. What is the store’s return and exchange policy

There will be no refund if customers change their minds, once the product is ordered, the item will be processed.

Return

However, should a return/exchange become necessary after discussion, the exchange items must be unopened and customers must pay for the full shipping fee for the exchange (this includes return shipping and the additional shipping cost). Please ensure to frequently check your email to remain in contact with us.

Exchange

The order can be exchanged if the product has not been processed or shipped. Please email the studio ASAP. Once a pre-ordered or custom item has started its delivery process, there will be no exchange or refund options. 

Possible Delay Due To Price Changes:

The studio deserves all rights to adjust item prices without prior notice due to changing material price inflations. If a customer has made a purchase of an item with changed price, email notification will be sent. 
If there is no customer response after a 2 weeks response, the item(s) that are withheld will be put up for sale. If the item is sold, the original customer must wait for the item to be crafted again (if it is still available), which will extend the waiting period.

We do not hold responsible for items that are delayed, lost or damaged via the postal system.

Thank you very much for your kind understanding! 

5. I want to customise an item.

Please refer to the custom product page for more information.

6. What type of payment do you accept?

Bigcartel uses Stripe payment system which accepts Visa, MasterCard, American Express, and almost any other kind of credit or debit card. 

We also accept Paypal payments. 

7. Product selection options

In Stock

This item has stock and can be shipped out immediately.

Pre-order / In Stock:

This item’s material is in stock, it will take 2-3 days to make before it is shipped out (an email will be sent to the customer in regards to the days needed for the product to be crafted).

Pre-order / No Stock:

Item material is low, hence material must be restocked before product is crafted. There will be a longer period of wait time due to no stock. It is best to message the seller on handmade goods as there will be a queue on which items are currently being made.

Custom Order:

Create a customised order with the product selected. Additional design and crafting times must be considered on top of standard waiting period, as well as possibility of purchasing new materials.

No Availability:

Please contact the seller in regards to this product. It could be material shortage, tools being maintained or that the current handmade craft queue is too long to fit in more orders. Please contact the seller for substitute solutions. 

8. How long does pre-order and custom items take to craft?

There is a queue on which the handmade items will be made depending on the time when each order is made. Each handmade pre-order and custom item have different crafting times before it is produced. An email will be sent to the customer on the estimated date on which the product ordered will be crafted and their number in the queue. If the customer does not mind the wait, the seller can add order into the queue but the wait time will be extended. Items that do not require hand crafting may be on hold until accurate delivery times can be provided to the customer.

9. What is your delivery schedule?

If orders are in stock and are ready to be packed, order processing time will be much faster. Should there be a high volume of orders, the studio will ready multiple orders before they are sent together. This means that although orders may be readied, they may not be sent out right away. Please contact the studio should you have any enquires ASAP regarding to your order status.
Should the customer desire orders to mailed seperately, please purchase them in different transations. If the purchase has been already made but not yet shipped, please contact the studio ASAP to seperate the orders. Additional shipping fees and varied delivery times are applicable.

Do- chibis, anime, idols, game characters,  animals, foods, 

Don’t do: hyperrealism, nsfw, gore, realistic art style, 

If you are unsure, please email me.