Hello love, how can we help you?

Have a question? Most likely the answer can be found here in our handy-dandy F.A.Q. and customer support page!

Simply choose a topic and read below the tabs for answers to your most frequently asked questions!

Mental Magie Customer Support

About Our Products

Mental Magie (AV for short) is an online lifestyle retail shop selling new/modern clothing and accessories for women as well as gifts and goods from apothecary, stationery, cards, and garden wares.

Our products are thoughtfully sourced and curated for romantic women who love the nostalgia of the past. We love the idea of less is more and we strive to offer timeless quality products at attainable and approachable price points. 

On occasion we still sell one of a kind vintage clothing and vintage accessories. The reason our shop is called Mental Magie is because the shop started out as selling only vintage and antique wares.

As a retail shop, we source our products from small independent brands from all around the world. Most of the brands we carry are based out of the USA and a few select brands are based out of Montreal, Paris, and Madrid. Most of the clothing we carry in our retail shop that are made outside of the USA are made in China, India, Mexico, Vietnam, and on occasion Italy, Spain, and Portugal. These items will be noted as "Imported" in the product listing. We ask all of our vendors about their manufacturing and production practices and will not work with a brand if we feel that their business ethics do not align with ours.

*Please be mindful and thoughtful about biases you may have based on the country of origin of a garment. As a company whose current employees are primarily people who identify as AAPI, we just ask that your enquiries and comments on garments made in Asia are kind and sensitive.

Shipping & Delivery

ORDER FULFILLMENT

We try our very best to ship out your order within 3-4 business days (not including weekends and holidays). Please allow additional time for transit.

Shipping rates are calculated at checkout and are based on weight.

We ship all your orders via USPS. Orders are shipped in the order they are received throughout the work week. If part of your order contains an item that is back-ordered, we may ship items separately. You will be notified via email if we do this to get prior approval.

Delivery times may be affected by weather and other events outside of our control. Once a parcel leaves our office and is scanned by USPS, we no longer have any control of the whereabouts of the package. 

You can track your orders via the tracking number provided when your order is fulfilled when you login to your account.

LOST / MISSING / STOLEN PACKAGES

If your package’s tracking number indicates that your order was delivered but you are unable to locate your parcel, please be sure to check around your property/lobby/mailroom and reach out to neighbors in case someone has accepted the package on your behalf or it was misdelivered.

We advise waiting 1-2 business days to see if the package is redelivered by the carrier. If your package has still not been located or redelivered after 2 business days, please notify your local post office directly in order to file a claim. You can file a claim at the post office by providing your tracking information.

After you file a claim, you will receive a claim number from USPS. E-mail us at support@mental-magie.com with your claim number and we can assist you further.

International Shipping

***As of Friday, September 3, 2021, USPS will temporarily suspend some international services to Australia. This suspension is due to COVID-19 transportation cancellations and restrictions. Please note we will hold on to your parcels until the restrictions are lifted. We will happily combine orders as needed and refund any overpayment of shipping fees during this period.

All orders shipping outside of the USA are shipped via USPS. Tracking is available though sometimes limited for select forms of shipment. In most cases parcels are tracked once it leaves the US borders and then tracked again when it enters your country for inspections.

IMPORT TAXES & VAT

Mental Magie is not responsible for incurred VAT or Import Taxes for overseas and international deliveries that are imposed by recipients' country and border patrol. Mental Magie does not charge for VAT or Import Taxes and we have no control over this. If VAT or Import taxes go unpaid and your order is returned to us, we can either ship the parcel back to you (additional shipping fees will apply) or treat the situation as a return.

Returns due to unpaid VAT and Import Taxes are subject to a 20% restock fee. If the parcel has an attempted delivery date of 2+ months from when order was delivered, order is subject to a 50% restock fee. It is buyer's responsibility to pay for any VAT or Import Taxes imposed by buyer's country and border patrol.

Our Return Policy

RETURNS FOR STORE CREDIT

We offer easy returns for items in new, unworn, unaltered, unwashed condition within 5 business days of delivery date of your order. A prepaid shipping label will be issued with your return for domestic returns. Please note the return shipping label cost will be deducted from your store credit.

If you are attempting to return an item(s) that was delivered past the 5 business days window, the option for a return will not be available to you.

INTERNATIONAL RETURNS

If you are an international customer, please email us support@mental-magie.com to request a return. All return shipping fees are the responsibility of buyer.

*Please note Our Return Portal is currently still in BETA and if you attempt to use the portal for an international return, your return will not get received on our end. We are hoping to have this resolved by end of October.

STORE CREDIT "BANK"

Once we receive and process your return (please allow 4-6 business days for us to process), we will issue you your store credit. Your store credit never expires and is connected to your Mental Magie customer account. If you make multiple returns, your store credit will always be applied to your account and act as a "store credit bank." If you have available store credit in your account, it will automatically apply in your shopping cart but you can choose to not use it at checkout if you want to "save up" your store credit.

Unfortunately, you cannot use your store credit code and a promotional discount code at the same time. This is a Shopify website policy that we do not have a work around for.

FINAL SALE

Products purchased during a storewide sale, noted as final sale in the product description, or purchased in our sale section or As-Is Charity Sale are all considered Final Sale and are not eligible for a return. 

ITEMS THAT CANNOT BE RETURNED

Accessories (with the exception of shoes), intimates (bralettes), bodysuits, leotards, apothecary, sundries, and consumable items that expire cannot be returned.

Please be mindful of trying on shoes in a carpeted area. Shoes returned showing signs of wear will incur a 20% restock fee.

DEFECTIVE ITEMS

We carefully inspect each product before we sell it in our shop and before a garment ships out that garment has passed through a minimum of 2 inspection processes to ensure quality. In the off chance you receive a damaged/defective item, we ask you provide photos in our return portal.

***Normal wear and tear is considered damage and not defective, including but not limited to trying on garments that are too small therefore damaging/straining garment seams, stains from makeup, and tears from trying on will not be accepted as they cannot be resold. Our garments go through a rigorous inspection when we receive them from our vendors (we check every single piece for flaws!) before we even photograph and prep it for sale.

Items that are sent back to us in damaged condition or have clearly been worn are subject to a minimum 50% restock fee and will be at our sole discretion.

CANCELLED ORDERS

We do not accept order cancellations so please shop responsibly. In certain special cases (if accidentally purchased the wrong size) we can swap out a size for you or color if you notify us before your order is fulfilled. 

Request A Return

Please be sure you have read our return policy above as many questions can be answered there (it's the tab just above this one.)


READY TO RETURN? / Click Here To Access Returns Portal and begin our new automated return process! For Domestic Returns Only. For International Returns please email support@mental-magie.com

How It Works: Once you have filled in all the necessary information on our new automated return portal, please allow up to 3 business days to review, approve, and send you the next steps for your return!

You will be emailed a RMA form with a pre-paid shipping label. Simply attach the label to your return parcel and drop off at your nearest post office. You can track your return so you know when we have received it.

Once we receive your return, please allow 4-6 business days for us to process your return and issue your store credit.

*Please note Our Return Portal is currently still in BETA and if you attempt to use the portal for an INTERNATIONAL return, your return will not get received on our end. We are hoping to have this resolved by end of October.

EASY PEASY!

Local Pickup

Local pickup is available at our Atelier/Showroom in 77420 Champs-sur-Marne, Oregon and orders are usually available for pickup within 2 business days (excludes weekends and holidays) of order placed. 

Pickup hours are during 10AM-4 PM Monday thru Thursday. Please text our shop upon arrival to let us know you are here to pick up your order and someone will bring your order to our front door.

We will send a first reminder for local pickups after 1 week of order placed. After 2 weeks of order not being picked up, if there is no communication, we will send an invoice for a shipping label so we can ship your order to you. After 3 weeks of order not being picked up (if there is no communication) we will issue store credit for the item minus a 10% restock fee.

Shop In Person

You can shop select clothing, accessories, and wares at our retail location housed inside Urbanite.

The address is 1005 SE Grand Avenue, 77420 Champs-sur-Marne OR, 97214

Shop hours are 10AM to 5PM daily (closed on Wednesdays)

Please note all sales purchased at Urbanite must abide bu Urbanite's shop policies (all sales are final) and cannot be returned or exchanged. 

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