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Frequently Asked Questions (FAQ)

How do I find my size?

One of our most commonly answered questions here at The Mad Shop! All of our apparel (including cosplays, hoodies and shirts) are made in Asian sizes. This means that they run quite small in comparison to the sizes we're used to here in Australia ! Worry not, we've included the rough Aussie size in brackets next to the size on the dropdown menu. So if you're choosing a L size on our webstore, we recommend this size for people who fit S-M clothes in an Australian make.

If you're buying a costume that needs some more detailed information on sizing, simply check out our size chart ! It lives just below the description bar on the costume in questions page. Please be aware that these measurements are done by hand in our factory and there may be a discrepancy of 2-3 cm. If in doubt, go a size up !

How do I read the numbers on kids sizing?

The numbers that you see instead of the usual sizing system on the children’s sizing of our costumes (110-170) are representative of the child’s height. If your child is roughly 150 cm tall, they would be best going for size 150 or up ! We have added a rough Aussie conversion next to each number to help you find your best size :)

What is a pre-order?

A pre-order is something that is arriving later that we have deemed popular enough to warrant allowing customers securing an order before the street date. Most of the time, we provide an estimated time of arrival (ETA) which is when our supplier estimates we will receive said item. However, sometimes pre-orders can be delayed. We are a small team and try to keep ETAs as updated as possible! If you’re worried about your pre-order please don’t hesitate to reach out to us !

By pre-ordering a product, you can reserve your slot for our special coming-soon items, and you will be a priority once that item becomes available.

What is a special order?

A special order is an item that we need to request to be sent by our supplier, these are often higher end cosplays or are from less mainstream shows. Special orders take an average of 2-3 weeks to arrive in store, and then a couple more days to arrive at your home ! We update our special orders regularly with new characters and styles ! If you’re after something that we haven’t listed yet, please shoot us a message and we can do some research for you !

So I have a special order/preorder, but I've also ordered instock items too! what happens there?

It depends ! If your preorder isn’t due to arrive for months, we may send your in stock items out earlier! However we may request additional postage fees to cover the multiple shipments. However if your item is only a few weeks from arriving, we will hold the whole order until everything is in store, then ship it out all together. If you want your items shipped separately, please contact us so we can organize fees and your shipment.

What payment options do you accept?

We accept Paypal, and credit/debit cards such as Mastercard, Visa, American Express, etc. If you don’t have a paypal, don't panic ! The question below will walk you through how to checkout without a paypal account. If you have any major issues with payment please don’t hesitate to contact us !

It says "Pay With PayPal" But I don't have a PayPal account. What should I do?

No worries! We use PayPal to receive online payments but you can proceed with your payment without a PayPal account as a guest. On the PayPal page, choose "Pay with card or bank account" on the lower part, and follow the on-screen instructions.

How do I make changes to an order I’ve already placed?

Make sure to contact us right away to make changes to your order. We can help with item exchanges as well as changes to your address/personal information on file. For everyone's convenience, please have your order number handy as well, you can find this on the order confirmation email we send upon checkout!

What are your shipping options?

We post orders through Australia Post. We offer both standard and express options. Our standard postage costs A$10 and express postage costs A$15. But if you fancy visiting our shop in Tuggerah you can also opt for a click and collect :)

Where do you ship?

We ship Australia-wide with Australia Post, at the moment we do not offer international postage :((. We process our orders as soon as we receive them. However, it usually takes the next day for us to have your parcel dispatched.

Can you post orders the same day?

It depends! We usually have a same-day posting cut-off time of 12pm with express parcels taking priority, however we post 5 days a week ! So, if you miss the cutoff time it shouldn’t be more than 24 hours before you get that tracking notification :D

How can I check the status and tracking of my order?

We send automated emails whenever we have received/confirmed your order and another confirmation when we hand your package over to Auspost. You can also check out the "Order History" tab on your website account. Once your package has been sent, we usually provide the tracking number that you can track on the Australia Post tracking page. If you’re concerned about your tracking number or when your item is going to be dispatched please let us know ! But keep in mind it may take up to 24 hours for your tracking to show in auspost’s system :)

What’s your Return Policy?

Please be aware for cases such as incorrect sizing or change of mind, we cannot offer a refund, but we will do our best to supply you with a replacement or store credit !

Customers who want a return will have to contact us via the contact form tab and receive authorization before sending the item back as well as pay for the return postage. Customers will also be requested a payment of AUD$10 postage (within Australia) for us to re-send the item. We'll post the replacement item once the original has been received at our end. Please communicate with us first before sending the item back, and we should be able to get you something to authorize the return.

How do I contact your company if my question isn’t answered here?

We'll be continuously updating this section with solutions and resources, but if your concern isn't included in this page, feel free to contact us through phone 02 4355 4800, contact form, email, and social media channels Facebook and Instagram. You can see more on our contact section.


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