Defective/wrong item(s) received from shop

In the event where a shipped order contains incorrect products, or products with manufacturing defects that fall outside the possible variations described in the product condition policy below, I will do my best to offer exchanges, replacements (as long as stock is available) or a refund as appropriate.

Email shop@mogiberi.com your order number (4 digits), clear photos of the defect(s), and describe as best you can what the issue is so that I can work on resolving it! Shipping of the replacement item will be fully covered if the mistake was on my end.

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Wrong/unsuitable size ordered

Exchanges are only accepted within 7 days of receiving your order, in the case of apparel sizing issues as long as there is available stock. Apparel must be unwashed, with clothing labels uncut, and packed in their original plastic packaging to be eligible for an exchange.

Use the contact form or email shop@mogiberi.com your order number (4 digits) along with the new size you would like for the exchange. Customers are responsible for the costs of shipping their original order back to the return address and shipping of the requested item. If you would like to have your requested size shipped together with another newer order you've made, there will be an additional shipping charge to make up for the postage difference from the additional weight.

A photograph of the stamp/postage receipt together with the return package must be taken by the buyer as proof that the original product has been shipped the back to the return address before I can ship out the requested item.

Pre-order products are charged at the time of purchase, not when the order ships. Usually, there is a waiting time of 3-6 months before they are ready to be shipped out (not including unexpected delays). Please consider the long waiting time before placing an order. For estimated shipping dates, please check the product listing's description.

If you have a pre-order product in an order with an already available product, your entire order will be shipped together when the pre-order product arrives and is in stock. Products purchased under the same order number will not be shipped separately. Exceptions may be made if an order has to be split up into multiple packages to stay within the postal service's size and weight restrictions.

Any attempts at chargeback disputes due to the lack of shipment regarding pre-order products before the stated estimated shipment date (subjected to changes with notice) will be fought back against as you have agreed to these terms upon making a purchase. By filing or threatening to file a chargeback due to unreasonable expectations and demands, the customer will be blacklisted regardless of the outcome of the dispute.

Stock availability of item(s) purchased in a single receipt, performing quality checks (QC), confirming delivery addresses, purchasing and printing shipping labels, packaging products, and travelling to the post office to hand over packages to the mail carrier all contribute to an order's processing time. 

• In stock item(s) only: 3-5 business days
• Pre-order item(s) only: 2-4 weeks after all pre-order item(s) come in stock
• Pre-order & in stock items: 2-4 weeks after all pre-order item(s) come in stock
  

Please note that this shop is solely run by the artist and delays may occur depending on the volume of orders to process at a given time, such as when pre-order items come in stock. 

All orders are shipped out from Singapore via Registered Airmail and handed over to the destination country's postal service for further processing and delivery to the customer. A tracking number will be provided in the shipping notification email. Customers are suggested to track their orders at:

Parcels | 17track | Singpost

Upon dispatch from Singapore, delivery to the customer generally takes 12 to 18 business days. Delays may occur depending on the speed of customs clearance and processing by the postal service in the destination country. 

Please take note that tracking for last-mile delivery in the destination country may be limited, as mail may not be scanned at every stage of the delivery process in some countries.

During peak seasons such as the year-end holidays, delivery time may be further delayed due to the high volume of mail being handled by postal services worldwide. Please account for possible delays when providing a shipping address.

Orders lost in transit cannot be replaced or refunded out of pocket as mishandling by the destination country's postal service is outside of the shop's control. Please call or email your country's postal service to inquire about the delivery status.

Non-delivered orders usually happen due to incorrect addresses, unpaid import taxes, or when very rarely, the package gets stolen prior to or upon delivery. If a package is returned to me due to an incorrect shipping address provided or failing customs clearance, I can resend it as long as the redelivery fee is paid for. While this happens rarely, I will reach out via email should it happen.

If you require a courier service (UPS, DHL, FedEx etc) to get your order shipped quickly, please notify me via the contact form or chat function to get a shipping quote.

This shop does not collect and remit tax on purchases made from this website. International customers are solely responsible for any tax incurred from their purchase, such as customs duties, tariffs, Value Added Tax (VAT), Goods and Services Tax (GST), or brokerage fees (if a courier service is requested by the customer). Please check your country's import laws for the prevailing duties and tax rate before placing an order.

Payment of incurred taxes usually has to be made prior to or upon delivery. Failure to make payment in a timely manner will result in your package being forwarded back to the original sender. In such cases, I can resend your order as long as the cost to redeliver it is paid for, or cancel your order and issue a partial refund (shipping fee and 5% payment processing fee are non-refundable). 

Effective from 16 July 2021, all orders sent to the EU and UK are subject to the payment of VAT prior to delivery of your items. 

If an item in your order is oversold and not available, I'll contact you as soon as possible and you'll be able offered either substitution(s) of the same value or a refund for the item.

Due to inconsistencies of lighting sources during photography and colours being calibrated differently across different devices and monitors, colours you see on your screen cannot be guaranteed to accurately portray the actual colour of the products. 

All images and photographs of products are intended as a guide and should not be regarded as absolutely colour-accurate. 

The appearance may vary slightly from product to product as there are hand-made components (e.g sewing, fabric trimming).

Apparel

Non-exhaustive list of things of minor flaws you may find:

• Flecks and minor variations in the print.
• Visible stray threads.
• Trace of sticky residue. This is from the light adhesive used by the manufacturer to keep the shirts from shifting during print — it washes off easily.
• Gaps or buildup in the ink when printed on/around seams.
• Faint chemical smell. This is a result of the discharge printing inks — it's gone after the first wash.
• Small spots of discoloration or dust on the apparel. This is usually from the printing press and, like everything, generally washes right out.
• Two different apparel of the same size being slightly larger or smaller than each other.

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Plush Toys

Non-exhaustive list of things of flaws you may find:

• Overstuffing of plush dolls may result in clothing being a tighter fit. It's possible to give the plush doll a good squeeze to make wearing clothes easier, or you may choose to remove some stuffing if you're experienced in sewing.
• Variation in shape may occur as the stuffing can shift within the plush during shipping and handling. It's typically possible to give the plush a good squeeze and mold things back into place.
• Visible stray threads.

Interest checks are open for an indefinite period unless an end-date is specified in the description.

Customers who place an order that includes an 'INTEREST CHECK' labelled listing is considered to have made a deposit. Each customer is only allowed to place a deposit once per product listing.

If an interest check succeeds, the product will be available for pre-order once the sample is ready or near completion. Deposits placed will be non-refundable. Customers who placed a deposit will be notified via email and a discount code will be sent before pre-order starts.

If the interest check fails, customers who placed a deposit will be refunded in full and notified via email.

Once your order has been processed and ready to be shipped, a shipping notification will be sent to the email used during your order.

Processing times vary depending on the availability of the item(s) purchased in a single receipt.

Please take note that if your order contains pre-order product(s), there will be a long waiting time (usually 3-6 months depending on the product/manufacturing partner).

International orders are shipped from Singapore via Registered Service (Airmail) which has limited online tracking as packages may not be scanned at every stage of the delivery in certain countries.

Non-exhaustive list of postal services noted to have irregular or no scanning of packages during its delivery process:

• Australia - Australia Post
• Brazil - CORREIOS
• Canada - Canada Post
• China - 中国邮政集团有限公司
• France - La Poste
• Ireland - AN Post
• Mexico - Correos de México
• Philippines - PHLPOST
• USA - United States Postal Service (USPS)
  

If you have not received your order 2 - 3 weeks from its arrival in the destination country, please contact the designated postal service in your country ASAP to inquire about its delivery status.

List of designated postal services by country

For apparel and plushies, most designs will only have one round of pre-order and production due to high costs if a minimum order quantity cannot be reached (usually 50-100 pieces per design). If there is a substantial amount of interest shown, I may do a restock or open a pre-order again. To register your interest in sold out designs, please go to the product listing and click 'Request a restock'.

As long as the order has not been shipped out yet, I can edit the shipping information for you on your order. Please contact me with your updated address as soon as possible! I'll usually reach out beforehand if the address looks incomplete.

If the order has already been shipped out, you may try contacting your country's designated postal service with your tracking number on hand to see if the package can be redirected to the right address. If this fails, you will need to wait for the package to be redirected back to my address before I can ship it to you again. Additional costs will occur as you will need to pay the shipping fee for redelivery.

Yes! Please leave a note about this in your order and email the new shipping address with your order number to shop@mogiberi.com as soon as you have it!

This shop does not collect and remit tax on purchases made from this website. International customers are solely responsible for any tax incurred from their purchase, such as customs duties, tariffs, Value Added Tax (VAT), Goods and Services Tax (GST), or brokerage fees (if a courier service is requested by the customer). Please check your country's import laws for the prevailing duties and tax rate before placing an order.

Payment of incurred taxes usually has to be made prior to or upon delivery. Failure to make payment in a timely manner will result in your package being forwarded back to the original sender. In such cases, I can resend your order as long as the cost to redeliver it is paid for, or cancel your order and issue a partial refund (shipping fee and 5% payment processing fee are non-refundable). 

Effective from 16 July 2021, all orders sent to the EU and UK are subject to the payment of VAT prior to delivery of your items. 

The time taken for customs clearance varies from a couple of days to as long as a month, depending on where you are. If it's taking a long time, it's recommended you directly call your country's designated postal service with your tracking number on hand to ask about its status. There may be a chance it's held because of unpaid tax, etc.

If you've already checked your junk mail for it, it may be a case where incorrect contact information (email address or phone number) was inputted during checkout. I can resend you the email confirmation of your order after the following is done:

Please send an email to shop@mogiberi.com with the following information.

1. Full name

2. Shipping address

3. Contents of order

Before reaching out, please do the following first:

1. Confirm the delivery address you've provided is correct by checking your order confirmation or shipping notification email.

2. Check your order's tracking which is linked in your shipping notification email. Alternatively, you can copy the provided tracking number and view the tracking details via 17track. If your order has not been delivered 2 - 3 weeks after its dispatch date and there are no further tracking updates, please visit or contact the destination country's designated postal service to ask about its delivery status.

3. If tracking states your mail has already been marked as 'Delivered' but you did not receive it, please check if it was received and signed by someone else living with you. If it was not, please contact your postal service immediately to inquire about your mail.

4. If your mail is to be delivered to a mailroom or P.O box, please ask the relevant person in-charge about the possibility of your mail being misplaced or stolen. A mail theft report will have to be filed if it was stolen.

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Common Occurrences

Failed attempts at delivery

The destination country's postal service may have been unable to deliver for various reasons (eg. unclaimed package, being unable to reach your door due to obstructions or severe weather conditions) and may attempt a re-delivery OR request you to collect your mail in-person. If left unclaimed, your postal service will forward your mail back to the sender's address after a period of time. Tracking details will usually show if an attempted delivery has been made or need you to collect your mail in-person.

Unpaid import taxes, duties, tariffs, etc

Import taxes may be charged prior to or upon delivery. Failure to pay for these fees in a timely manner will result in your mail being forwarded back to me, which can take as long as 1 - 3 months to be returned.

Customer moved to a new address

If you moved after an order has been shipped out, please call or visit your local post office to have your mail redirected to your new address as soon as possible.

Customers who fail to do this in a timely manner will have their mail accepted (stolen) by the new owner of their previous address or will have their mail returned to the original sender.

Any returned mail for the above reasons can be reshipped to the customer again after the shipping fee is paid for.

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Rare Occurences

Delivered to wrong address

An incorrect address may have been provided during checkout, or it may have been accidentally delivered to the wrong address by your mailman due to human error. The destination country's postal service may be able to retrieve your mail if it has been marked as 'Delivered' recently, as they can retrieve the GPS coordinates of where the mail was marked as delivered.

Mail theft

If you suspect your mail to be stolen, please contact your country's postal service with your tracking number and identification on hand. If possible, ask them for the GPS coordinates of where the package was marked as delivered. Google Map the address provided and see if it's a house, apartment building or business. A mail theft report will have to be filed, please check with your local postal service on how to proceed with one.

Undeliverable mail

This is an old issue that used to happen if a shipping label gets damaged or removed accidentally during transit. As of 2024, all packages will come with at least 2 - 3 shipping labels and/or a handwritten address.

Mail lost in transit during handling by the destination country's postal service cannot be replaced or refunded out of pocket. I do not have control over mail once it is in the possession by the destination post, nor do I have more information than what has already been provided regarding its delivery progress. Online tracking is provided for all international orders after it has been shipped out, so please view and follow its progress as much as possible.