Please read and follow the
instructions below prior to returning your item. You can also contact our
Customer Service or Live Support, where one of our customer sales
representatives will be happy to assist you. Please make sure that
you understand and agree to our return policy and ensure that all criteria
are met before mailing any items back to us. cosplayonsale.com reserves
the right to charge a handling fee on all returned products.
General Returns
1. Contact Customer Service to initiate the return process within3 days of the
receipt of your items. We only accept products in their original condition.
Please note that we cannot process any products that are returned without our
prior knowledge. If you wish to return any or all parts of your order, you must
firstly contact our customer service via live support or email.
2. Mis-shipped products: For mis-shipped items (item shipped was not the very
item ordered), once confirmed, we will be responsible for an item exchange and
any shipping fees. If you wish, you can also return the product to get full
refund including the shipping and handling fee.
3. Color Errors: If the color of the item received is not what was ordered, you
are eligible for a full refund. (This does not apply if the color difference is
caused by your display monitor.)Â
Order Cancellation
We understand that ordering a cosplay costume for your special occasion is an
important undertaking, and our cancellation policy was created with this in
mind. However, it is important to note that our cosplay costumes are made to
order, and once the creation process has begun the materials cannot be reused.
The good news is that after placing your order, there is still time to make up
your mind. Please refer to our cancellation policy below for details.
Our Cancellation Policy
(1). Orders canceled within 24 hours of payment confirmation will be eligible
for a full refund.
(2). Orders canceled 1-3 days after payment confirmation will be eligible for a
partial refund consisting of the full shipping cost and 50% of the product
purchase price.
(3). Orders canceled after 3 days of payment confirmation will be eligible for
a partial refund consisting of the full shipping cost.
(4). Once your order has been shipped, it can no longer be canceled.
Returning for replacement and
refund
Your satisfaction is of utmost importance to us. Upon the arrival of your
package, we encourage you to check and make sure that the cosplay costume has been made to your order
specifications. Try on your cosplay costume as soon as possible without
removing the tags, altering, or washing the cosplay costume.
If you are unhappy with your purchase and need to return an item to cosplayonsale.com
for any reason, please follow the steps below:
(1). Contact Customer Service within 3 days of receiving your package.
(2). Once your request has been processed by Customer Service, they will tell
you the address to send them back.
(3). Send your items to us as soon as possible
Defective, Damaged or
Miss-shipped Items
You are eligible for a refund of the full purchase price plus shipping costs
for damaged or miss-shipped items.
If you believe your items were damaged during delivery, you must first obtain
"Proof of Damage" documentation from your delivery carrier.
Sizing or Fitting Issues
As all of our dresses are hand-sewn and custom tailored, the finished gown may
vary by approximately one (1) inch in either direction of the specified
measurements. To ensure that your dress will still fit you perfectly, our
tailors have created all our dresses with additional fabric in the seams to
allow minor size modifications to be made easily.
cosplay costume is not the size you ordered
Should your cosplay costume size differ from the specifications of your order by more than one inch,
feel free to choose from the following options:
(1). You are encouraged to find a local tailor to make adjustments. In this
case, we will reimburse you for up to 30% of the product price in tailoring
costs. If you choose this option, please remember to request a receipt from
your tailor as a copy of it must be provided when requesting reimbursement.
(2). you may use our modification service free of charge, with cosplayonsale.com
responsible for all shipping fees.
(3). you may return the cosplay costume to us for a full refund. We will also reimburse you for the cost of return shipping.
The cosplay costume is the size you
ordered but does not fit
If the cosplay
costume
does not fit properly, but was made according to the specifications included in
your order, please choose from the following options:
(1). You may go to a local tailor to have the cosplay costume resized (at your own cost).
(2). you may use our modification service to resize your dress. Contact us for
a quote based on the complexity of the cosplay costume and the amount that needs to
be altered.
Please be aware that if your order specifications differ too greatly from the
final sizing request, resizing may not be possible.
Color Mismatch
Settings of your computer screen may alter the color of the pictures shown on cosplayonsale.com.
Slight color mismatches between the color of your dress and the color shown on
screen may not mean the cosplay costume is defective or mis-shipped. However, if you are confident that you have
received the item in a wrong color, please contact Customer Service to see if a
return or refund is possible.
Return Policy
Quality Issues:
We will offer refund and bear all return shipping fees. Products returned due
to quality issues (Quality issues include damage and faulty goods) must be
returned within 3 days of receiving the item and must be in brand new
condition, unused and with original tags.
Please also explain why you want to return the products.
Wrong Color:
We will exchange your product if the purchased product does not match the color
you ordered (perceived color differences due to your computer monitor display
will not be exchanged).
Wrong Style:
We will exchange your product if the product received does not much the item
ordered.
Attention: All return &
exchange items must be returned in 3 days. The return and exchange may be made
only if your product is eligible. (Please see list below) We reserve the right
to refuse the return & exchange of any items that have been worn, damaged,
or had the tags removed. If an item we receive has been worn, the tags removed,
or the item deemed unacceptable for return & exchange, we reserve the right
to return to you any unacceptable pieces. All packaging for product must be
intact and not damaged in any way.
Request for Exchanging
1. Your original order number (This is very important).
2. The reason for your exchange and the replacement style name, number, and
color of your replacement piece.
3. Your shipping address and phone number.
