FAQ

Placing Orders

Q: How to place orders for costumes?

A: It is the same procedure as purchasing other items except you need to provide your measurements. Please fill in all the required measurements (all required measurements are provided in the description of each costume) for the costume in the “Special Instruction or Comments” block in step 1 of 3 – Delivery Information page as shown below.

After filling in the correct measurements, the rest of the procedures are the same as purchasing other items.

If the measurements are not provided, emails will be sent to you requesting measurements and you can provide your measurements through email within 7 business days. After 7 business days, the payment will be refunded to you and the order will be cancelled automatically. You can always place another order after the cancellation.

Q: How to place orders if I want to customise costumes?

A: For any customise orders, you need to contact us first through email. Anime/game name, character name and at least 3 large and clear pictures of your character need to be provided (front, side and back). If any detail is required, please provide us the pictures of the details as well. Please specify any special requirement. We will then provide you with the approximate manufacturing time, price and measurements we required of the costume. After you accept it, a separate link will be sent to you for you to purchase. The procedure for placing the order will be the same as purchasing normal costumes.

Measurements

Q: For your specified measurements required, I have no idea how to measure.

A: Here is a good picture to follow,

If there is anything you’re unsure, please free feel to ask us.

Handling Time

Q: How long does it take to make the costumes?

A: It usually takes approximately 7-14 business days for us to manufacture the costume. But the manufacturing time could vary according to the complexity. We strongly recommend you to calculate the manufacturing time and shipping time before you make the purchase. We are not responsible if you do not receive your costume for event or conventions. Feel free to email us if you need an estimate time.

Q: How long is the handling time for other items? Why couldn’t you ship it out on the day of my purchase?

A: All orders will be filed and send to our warehouse at the end of the day. The warehouse will prepare your shipment and send to the post office or courier at the end of the second day. And your item will be handled by the post office or courier on the third day. Therefore, it usually takes 3 business days for us to handle your order. Sometimes it takes 1 extra day for us to prepare the shipment. If all ordered items are in stock, you could expect us to deliver your item within 4 business days. Once your item is delivered, we’ll update the status immediately.

Q: The item I order is showing in stock but why after my purchase, the status says out of stock and asks me to wait?

A: We update the status of our items once a day. Sometime we couldn’t update the status in time or too many people purchase at a time which could cause the problem. Free feel to ask us about your approximate waiting time if the status says you need to wait. You can cancel your order during the waiting time if you don’t want to wait. Simply send us an email regarding the situation and we’ll refund your payment and help you to cancel your order.  If your waiting time is over 7 business days, recover action will be taken and your shipping method will be upgraded to express shipping automatically to cover the loss of your time.

Payment Method

Q: Is PayPal the only payment option? Can I pay by credit card?

A: For your own security, we only accept PayPal payment. We accept all types of credit card or bank card payment through PayPal.

Just go to http://www.paypal.com/ and click [Sign Up] and follow the instruction.

For any support questions regarding PayPal’s services please contact PayPal directly. We cannot provide information on types of cards/accounts that are useable, etc.

Business Hours

MoeMall Online Shop Business Hours:

Mon-Sun 9:00 AM to 9:00 PM AEST except on holidays.

MoeMall Melbourne Store Business Hours:

Mon-Thur 12:00 AM to 6:00 PM AEST

Fri 12:00 AM to 7:00 PM AEST

Sat 12:00 AM to 6:00 PM AEST