HELP CENTER
Frequently Asked Questions
Everything you need to know about our products, orders and shipping.
How long does production take?
Products marked Ready to Ship are normally dispatched within 24 hours.
For made-to-order products, the estimated production time is always shown on the individual product page. Every order goes through the following stages, which you can follow in your customer account:
• In production – Your figure is being 3D printed in high-quality UV resin.
• Preparing for painting – We remove the supports and carefully clean the printed parts.
• Painting – The figure is painted with an airbrush and the base colours are applied.
• Detail painting – We hand-paint the fine details and finish the figure with a final varnish.
• Packing – We inspect the finished figure and pack it securely for transport.
• Shipped – Your parcel has been handed over to the carrier. You will receive an email with a tracking number and link.
• Complete – Your order has been delivered and closed. If anything is wrong, please contact us.
Unpainted figures skip the two painting stages. Production time and shipping time are separate, you can find delivery times in the Shipping section.
Can I change or cancel my order?
You can change or cancel your order free of charge as long as it has not entered production. Please email us at info@gamestudio.world with your order number as soon as possible. You can see the current stage of your order in your customer account.
Once printing has started, the figure is being made specially for you, so cancellation may no longer be possible, or it may be subject to a fee that reflects the work already done. Please contact us and we will always try to find the best solution.
Products marked Ready to Ship can be cancelled until they are dispatched, which is normally within 24 hours.
This does not affect your statutory consumer rights.
Can I change my delivery address after ordering?
Please contact us as soon as possible at info@gamestudio.world. Include your order number and the complete new delivery address.
We can usually update the address if your order has not yet been dispatched. However, once the package has been handed over to the shipping carrier, changing the address may no longer be possible.
In that case, you may need to contact the shipping carrier directly using the information provided in your tracking email.
How can I check the status of my order?
A description of each stage is available under “How long does production take?” in this section.
Can I return my order and get a refund?
Yes. You can return your order within 30 days of delivery, provided the product is unused and undamaged.
How it works:
• Email us at info@gamestudio.world with your order number before sending anything back.
• Pack the figure securely in its original packaging with all protective materials. A return that arrives damaged cannot be refunded in full.
• Send the parcel back with a tracked service. Return shipping is paid by the customer, unless the product arrived damaged or defective.
• After we receive and inspect the figure, we refund the purchase price to your original payment method, usually within 14 days.
If your order arrives damaged or defective, please see the Shipping section. This does not affect your statutory consumer rights. Full details are in our Return policy.
What is the difference between the Painted and Unpainted versions?
Unpainted figures are 3D printed, fully cleaned and prepared for painting. We deliver them unassembled on purpose: it is much easier to paint the individual parts first and glue them together afterwards.
Painted figures are professionally hand-painted and finished in our studio. You can see examples of our finished work in our Showroom. We prepare them so you can place them on your shelf straight from the box. To make sure your figure arrives undamaged, some figures are shipped in separate parts that need simple final assembly. In that case we include glue free of charge. If a figure holds together securely without glue, we do not include any, and none is needed.
What materials are your figures made from?
Our figures are printed using high-quality UV resin, which allows us to achieve exceptional detail and accuracy.
Resin is durable for display but can be damaged if dropped, so we recommend handling your figure with care.
Do you offer custom 3D printing?
Yes. We offer both custom 3D printing and custom 3D modeling.
If you already have your own STL file, we can professionally 3D print it for you. If requested, we can also prepare, assemble, and hand-paint the finished model.
If you do not have an STL file, we can create a completely new custom 3D model based on your idea, requirements, and reference images.
Please note that custom 3D modeling requires a significant amount of work and time. Therefore, the price and estimated completion time are calculated individually. They depend on the model’s complexity, level of detail, dimensions, design requirements, and requested final finish.
We also have access to a large library of licensed 3D models. Therefore, if you are looking for a specific character or design, we may already have a suitable model that has not yet been added to our website.
For more information or an individual price estimate, please contact us at info@gamestudio.world. If possible, include a description of your idea, reference images, preferred dimensions, and whether you would like the model printed, assembled, or painted.
What do the scales 1/8 and 1/6 mean?
Scale shows how large the figure is compared to the real height of the character. A 1/8 figure is one eighth of the character’s size, a 1/6 figure is one sixth.
For example, a character who is 180 cm tall would be about 22.5 cm tall at 1/8 scale and about 30 cm at 1/6 scale. The 1/6 scale is larger and shows more detail, while 1/8 takes up less space on your shelf.
The real height also depends on the pose, base and design of each figure, so the exact dimensions (width × depth × height) are always listed on the product page.
Are your products officially licensed?
Our store offers a combination of officially licensed products and fan-made collectibles created by independent artists.
Products that are officially licensed merchandise are sourced and sold as such.
For fan-made 3D printed collectibles, Mushroom Game Studio works only with 3D artists and creators from whom we have obtained the appropriate commercial licence to manufacture and sell physical prints of their models.
The creator of each 3D model is clearly credited on the relevant product page whenever applicable.
Please note that a commercial licence from a 3D artist to manufacture their physical models is separate from an official merchandise licence granted by the owner of the original franchise or intellectual property.
Do you sell STL or digital files?
Yes. However, we only sell original STL files and digital products created by Mushroom Game Studio.
We do not sell or distribute STL files created by the external artists whose physical figures are available in our store. Their digital files remain available directly through the individual creators whenever they choose to offer them.
You can find all our available STL files in the Digital Downloads category. Each listing is clearly marked as a digital product, and no physical item will be shipped. The applicable licence and permitted use are also stated on each product page.
Do you ship worldwide?
Yes, we ship our products worldwide.
Shipping methods and prices are calculated separately for each country in your cart. Orders within Slovakia, the Czech Republic and some neighbouring countries may be delivered by local postal or parcel services. International orders are usually shipped with DHL Express.
Please make sure that your delivery address, email address, and telephone number are correct. The shipping carrier may need to contact you before delivery.
How long does delivery take?
Delivery time starts only after your order has been completed and dispatched. Production time and shipping time are separate.
We prefer to ship with DHL Express, which in our experience is the most reliable and fastest carrier. In some countries we also use other carriers or postal services where they are available. The delivery methods available for your address, and their prices, are shown in your cart and at checkout.
After dispatch, delivery usually takes approximately:
• 1–3 business days within the European Union
• 3–7 business days for destinations outside the European Union
These times are estimates. Delays may occasionally occur because of customs procedures, public holidays, weather or circumstances outside our control.
The estimated production time for made-to-order products is always shown on the individual product page. Products marked Ready to Ship are normally dispatched within 24 hours.
How are the figures packaged and shipped?
Every figure is carefully inspected before dispatch. It is then securely wrapped and placed inside a sturdy shipping box with protective packaging.
Fragile or removable parts may be shipped separately to reduce the risk of damage during transport. In that case your figure may require simple final assembly after delivery, and we include glue free of charge. If the figure holds together securely without glue, we do not include any and it is not needed. Product parts are designed to be connected easily and safely.
Once your package has been handed over to the shipping carrier, you will automatically receive a tracking number by email.
How can I track my order?
Once your order has been dispatched, we will automatically send a tracking number and tracking link to the email address used during checkout.
You can also find the latest status of your order in your customer account. Please note that tracking information may take up to 24 hours to become active after dispatch.
If you have not received the tracking email, please check your spam or junk folder. You can also contact us at info@gamestudio.world and include your order number.
What if my order arrives damaged or defective?
Please contact us at info@gamestudio.world as soon as possible, ideally within 3 days of delivery. Include your order number, a short description of the issue, and clear photographs of the product and its packaging.
If the shipping box arrives visibly damaged, we recommend taking photographs before opening it. Please keep the product and all original packaging until we have reviewed the situation.
We will assess the issue and arrange an appropriate solution. Depending on the circumstances, this may include repair, replacement, refund, or another suitable remedy in accordance with your applicable consumer rights.
Reporting the issue within 3 days helps us make a claim with the carrier. It does not limit your statutory rights.
Will I have to pay customs duties or import taxes?
No. If any customs duties, import taxes or customs clearance fees apply to your destination, they are paid by us, not by you. The total amount you pay at checkout is final, so there should be no unexpected fees when your parcel is delivered.
If the carrier asks you for any payment at delivery, please contact us at info@gamestudio.world before paying and we will sort it out.
How much does shipping cost?
Shipping cost depends on your destination country, the size and weight of your order and the delivery method. It is calculated automatically in your cart, just enter your country to see the exact price before you pay.
Special offers such as free shipping above a minimum order value are applied automatically at checkout when the conditions are met.
Is my payment secure?
Yes. You can pay with PayPal, Visa or Mastercard cards, Apple Pay or Google Pay. All payments are processed securely by trusted payment providers (PayPal and Stripe). Your payment details are encrypted and handled directly by the provider. Mushroom Game Studio does not receive or store your complete card details.
For additional security, your bank or payment provider may ask you to confirm the payment using 3D Secure, a verification code or biometric authentication.
My payment failed. What can I do?
First, please check that your card details are correct, that you have enough available funds and a sufficient online payment limit, and that you confirmed the payment with your bank (3D Secure). You can also try another payment method, such as PayPal, Apple Pay or Google Pay.
If the payment still does not go through, please email us at info@gamestudio.world with your order number or the email address used at checkout. We can send you a secure payment link (via Stripe) so you can complete your order.
Do you offer discounts?
Yes! Subscribe to our newsletter and get 10% off your first order. Subscribers also receive occasional special offers, sometimes up to 20%. You can also join our Discord community to see our latest work, news and promotions.
What currency will I be charged in?
The base currency of our shop is the euro (EUR) and all orders are charged in euros. Prices shown in USD (using the currency switcher) are only an approximate conversion for your convenience, so the exact amount may differ slightly.
If your card or account uses a different currency, your bank, card issuer or PayPal converts the amount at its own exchange rate and may charge a small currency conversion or international transaction fee. These fees are set by your bank or payment provider, not by us.
Will I receive an order confirmation?
Yes. After successfully placing your order, you will automatically receive an order confirmation email at the email address entered during checkout.
The confirmation includes your order number, purchased products, billing information, delivery address, and total amount paid. You can also view your order details in your customer account.
If you do not receive the confirmation, please check your spam or junk folder. A separate payment confirmation may also be sent by PayPal or your payment provider.
If you require an invoice, please contact us at info@gamestudio.world. Include your order number and any billing information that should appear on the invoice.
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