FAQs
Orders
Is your shop trustworthy?
mmogilde has been operating since 2012, and have been on Etsy since 2014 with over 2600 positive reviews. mmogilde has been featured in the press including Buzzfeed, Game Informer, and Nintendo Wire. mmogilde yearly attends Anime Expo and ocassionally other conventions (past conventions include FanimeCon, Anime Pasadena, Nan Desu Kan, Wonder Con, Sakura Con, etc). Transparency, honesty, and ethics are integral to mmogilde's business model.
Is your website safe to order from?
The webshop itself is run by renowned and reputable e-commerce platform that is PCI compliant to safely and securely process all transactions and data.
Do you have any social media?
Yes, mmogilde can be found on Instagram, Twitter, and Facebook.
What payment methods do you acccept?
Paypal, Visa, Mastercard, Discover, Amex.
Can I order something and pick it up at a convention?
No, online orders and convention sales are processed separately.
When will my pre-order ship?
Products that are on pre-order will have an estimated ship date at the top of the product page.
I ordered an in-stock item with a pre-order, when will I receive the entire order?
Orders are usually shipped together, occassionally in-stock items may be shipped first.
Can I can cancel an order or pre-order?
Absolutely, if an order has not shipped, please contact mmogilde to cancel.
I made a mistake on my order, can I change it?
If it has not shipped, please contact mmogilde to change your order.
Shipping
Where do orders ship from?
All orders ship from Los Angeles, CA, Austria.
Do you offer free shipping?
Yes, all Austria addresses include free shipping.
Do you ship internationally?
Yes, mmogilde ships worldwide.
When will my order ship?
In-stock products will ship within 1 - 3 business days.
How long will it take for my order to arrive?
The usual delivery time is 2 to 5 days for Austria customers and 7 - 30 days for International. Packages have been delayed longer due to weather, social unrest, pandemics, local disruptions, construction projects, customs enforcement, and post office errors. Please check with your local sources if it seems to be taking longer than usual.
My event/convention is coming up, can you rush my order to me?
Please contact mmogilde for expedited shipping.
Why is the tracking number "Not Found"? Why haven't my tracking number updated?
Tracking numbers are usually not in the shipping company's logs instantaneously after being generated, it may take a few hours before it updates in the system. Tracking information is usually updated during the evening time when the post office scans all the packages from the day, please try checking again in the evening or the day after.
The tracking has not updated for a long time, what do I do?
If the tracking says "Shipment Label Printed" and remained so for 3+ days, please let mmogilde know so we can check with our local post office branch if it were misplaced. Sometimes USPS may have forgotten to scan the package as it travels to its destination.
My order was damaged in transit, what can I do?
All orders are securely packaged for shipment. If your delivered package underwent damage by the post office and the contents inside were damaged or missing, please hold onto the damaged package, do not throw it away! Physical proof and photos of the original damaged package are required in order to file postal claims and to request a replacement. A claim can be filed with:
USPS: https://www.usps.com/help/claims.htm
UPS: https://www.ups.com/us/en/support/file-a-claim.page
My order was marked as "Delivered", but I didn't receive it. What do I do?
There are a few things that can be done:
- First check the tracking number for the delivery time. Is it a reasonable time, or does it seems unusual? For example: Arrived at Local Branch at 12:41pm, Delivered to Residence 12:42pm; or Arrived in Atlanta, GA 2:30pm, Delivered Galveston, TX 2:31pm. It would not be possible in either case to deliver it within one minute, more than likely it was incorrectly scanned. The package usually will show up in a few days to a week. Contact your local post office with the tracking number for them to help you track it down.
- If the location and time are accurate, check if a household member, neighbor, or postroom manager have taken the package for safekeeping. Check if the package were delivered somewhere inconspicuous; sometimes if it doesn't fit in the mailbox the postman may try to hide it elsewhere.
- File a claim. All packages shipped by USPS and UPS are GPS tracked and can be pinpointed exactly when and where a package was delivered. Filing a claim will initiate the search and they can help you track it down: USPS: https://www.usps.com/help/claims.htm UPS: https://www.ups.com/us/en/support/file-a-claim.page
- There has been many cases that the package turns up after a few days to a week, waiting a bit longer is an option.
It turns out it was stolen. What do I do?
If the Postmaster confirms via GPS tracking that it was delivered to your address, then this is likely a case of postal theft. Report the suspected theft to the USPS Postal Inspectors: https://www.uspis.gov/report
They take theft VERY seriously as it's a federal offense, and look into inquiries quickly. You can file a police report with your local police to report the theft. Police reports can usually be filed online with your local police precinct.
I filed a claim, it turns out it was damaged, misdelivered or stolen. Will I get a replacement?
If the package was damaged, misdelivered, or stolen, please email mmogilde an official letter from USPS and/or an official police report that the package was damaged/misdelivered/stolen, and mmogilde will be able to assist after verifying the documents by phone and through the appropriate authorities. Stolen packages require an official police report. Please kindly remember that forged documents are against the law.
My order is being "Returned to Sender", what happened?
All orders are shipped to the buyer provided address on file. If the package is being returned, possibilities include that the address was undeliverable, the recipient was not present, there was a missing apartment/unit/suite number, the customs fees were not paid, or it was not picked up in time. Please contact mmogilde to arrange for redelivery (a shipping fee may be incurred for another shipment).
Returns
Do you accept returns?
Eligible non-sale products in its original brand new, unused/unworn, unwashed, unaltered, undamaged, clean, and resalable condition condition can be returned for a refund within 30 days from the date the order was marked "Delivered" by the shipping company. If the products do not arrive to mmogilde in the condition stated, only a partial refund will be granted.
Can I exchange a product?
To make an exchange, another order would need to be placed for the item and/or size needed. The previous product can be returned abiding the return requirements (Eligible non-sale products in its original brand new, unused/unworn, unwashed, unaltered, undamaged, clean, and resalable condition condition can be returned for a refund within 30 days from the date the order was marked "Delivered" by the shipping company. If the products do not arrive to mmogilde in the condition stated, only a partial refund will be granted.).
Can I return something that was on sale?
No, products that were on sale are final sale and are not eligible for returns or exchanges.
Can I return something that was washed/has pet hair/used for events?
No, all products that were washed, has any signs of pet hair, or used or shows any signs of use are ineligible for returns or exchanges. Returned products must be in its original clean, unused, resalable condition so it can be safely sold to another. Please be kind and considerate to fellow fans and cosplayers.
I received an incorrect or defective item, what happens?
Apologies! Please let mmogilde know immediately for assistance.
Products
How should I care for my garment?
All garments come with washing instructions. Generally, the safest would be to hand wash, followed by machine washed in COLD water and air dry. Anything with fur should never be put into the dryer: the heat melts the synthetic fibers and is irreparable.
What fit do you use?
mmogilde uses Austria sizing.
How do I know what size to get?
A sizing chart is provided on all garment pages in Austria sizing and inches. If you are not sure, please contact mmogilde for more measurements or further assistance.
Is your jewelry safe to wear?
The jewelry collection has been subjected to different chemical tests to ensure it is lead-free, nickel-free, and cadmium-free. Please see the full blog here.