SHIPPING & RETURNS

Shipping

Lead time:

Calculating when your order will arrive is easy!  You can calculate delivery estimates by taking the processing time for your order and adding the transit time based on the shipping method you've chosen. Let's say you order a Cosplay costume. Usually, it would take us for 2-3 days to inspect the goods and package them before shipping. Then we transfer the parcel to our forwarder, it then take 7-10 days to ship the parcel to destination countries. So the total lead time is around 9-13 days.

Customize procedure: Most costumes and props need to be customized and the production time often takes 7-20 days, so please add the extra production time when you calculate the lead time. We would suggest our customers contact with us before place the order If you need a cosplay urgently.

Swords, guns and large props: We usually use Singapore EMS to ship the swords and large props, and it will take 8-15 days to arrive, so we suggest customers pre-order the props a month in advance to make the item arrive on time. (The Singapore EMS parcels are usually transfered to your local post office after arriving at destination country)

Note:

1.) Due to longer customs clearance times, Standard Shipping times (7-13 days) have been extended to 15-30 days for Brazil and 10-15 days for all other destinations in Latin America.

2.) Chinese holiday reminder: During week-long Chinese holidays, Chinese National Day (from October 1st) and 2 weeks China New Year Festival (From Feb 1st in 2016), the shipping will be delayed. 

3.) Tax (customs-fee): Some countries will charge for import tax or clearance fee when delivery, we will not be responsible for this cost, but we will reduce the price on the package label to save this cost for our customers.

4.) P.O BOX: If customers use P.O BOX as the delivery address, we will use mail post to ship the package which usually takes about 10-20 days to arrive. Becuase P.O BOX only support Mail Post.

5.) German Customers: Please provide EORI number for expedited delivery such as DHL, or we can only use parcel service, which usually takes about 10-20 days to arrive.

According to our experience German customs would charge for the import tax from recepient in most circumstances, and they may need customs to provide bill of the order, so reduce the price on the package might be not available.



Return Policy

Upon the arrival of your package, we encourage you to check and make sure that the costumes and other items have been made to your order specifications.

As all of our costumes are hand-sewn and custom-tailored, the finished costumes may vary by approximately 1 inch in either direction of the specified measurements. Should your item size differ from your order specifications by more than 1 inch, we suggest taking it to a local tailor for alterations and we will reimburse you up to 100% of the product price in tailoring costs. Please make sure to get a receipt from the tailor.

Costumes that do not fit properly but match the specifications you ordered cannot be returned or exchanged. However, they are made with additional fabric in the seams so it is convenient to make minor size alterations.

If your item was damaged during shipping: 

We will check all the package items before shipping and keep it 100% in good condition , but there are also about 3% damage probability during shipping. In most circumstances, the damage is repairable, you can fix it with glue. But sometimes the damage might not be repaired, in this situation, we can send new accessories needed for repair for free.  Because most of our props are made to order and custom-made, we don't accept return, in special circumstances we accept return and refund, but would not reimburse for return postage. We also need photographs showing the damaged packaging to process your new items or refund.   In many cases, you have 7 days after receiving your order to contact Customer Service and request a refund or new accessories. (All refund will be made only after we receive the return.)

Cancellation Policy for Made to Order Products

We want you to have fun with your cosplay purchases from us. To help with that, we make many of our cosplay items specifically for you, guaranteeing the best fit. It is important to note that our clothing and some accessories, shoes and cosplay weapons are made to order, and the materials cannot be reused once the creation process has begun. The good news is that after placing your order, there is still time to change your mind. Please refer to our cancellation and return policies below for details.

For clothes and shoes

- Item cancellation requests received within 24 hours of payment confirmation* will be eligible for a full refund.

- Item cancellation requests received 24 to 72 hours after payment confirmation* will be eligible for a partial refund consisting of the full shipping cost and 50% of the product purchase price.

- Item cancellation requests received more than 72 hours after payment confirmation* will be eligible for a partial refund consisting of the full shipping cost and 30% of the product purchase price.

- Once your order has been shipped, it can no longer be cancelled.

 

For weapons and props

- Item cancellation requests received within 24 hours of payment confirmation* will be eligible for a full refund.

- Item cancellation requests received over 24 hours after payment confirmation* will be eligible for a partial refund consisting of the full shipping cost and 70-90% of the product purchase price.

- Once your order has been shipped, it can no longer be cancelled.

Nick Cosplaywho