Shipping Information for Tailor-Made Costumes
Whether you choose a standard size or give us your custom measurements, all our costumes suits are personally tailored for you from scratch. Because of this, shipping time and our return policy are different for these special items.
Q: How long will it take to get my package?
A: It depends on what kind of shipping method you choose.
- WebCosplay Shipping (Delivery Estimate: 10 - 20 working days to major destinations)
e.g.: If you choose the WebCosplay shipping method, normally you can get your package within 10 to 20 days. In case of holiday, it shall be automatically postponed to the first work day following the holiday.
We understand that ordering is an important undertaking, and our cancellation policy was created with this in mind. However, it is important to note that our clothing and some accessories 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.
- Orders cancelled within 24 hours after payment confirmation will be eligible for a partial refund consisting of the full shipping cost and 50% of the product purchase price.
- Orders cancelled within 72 hours after payment confirmation will be eligible for a partial refund consisting 50% of the shipping cost and 50% of the product purchase price.
- Orders cancelled more than 72 hours after payment confirmation will be eligible for a partial refund consisting 50% of the shipping cost.
- Once your order has been shipped, it can no longer be cancelled.
If you would like to cancel your order, please email us.
• When you receive an email entitled "_______ Thanks For Your Order",your payment has been confirmed.
Your satisfaction is of the utmost importance to us. Upon the arrival of your package, we encourage you to check and make sure that the costume has been made to your order specifications. Try on your costume as soon as possible without removing the tags, altering, or washing the costume.
If you are returning or exchanging costume, or accessories, please make sure they are in their original condition - unworn, unwashed, unaltered, undamaged, clean, free of lint and hair and with tags intact and attached.
Defective, Damaged or Misshipped Items
Defective, damaged or mis-shipped items are eligible for a full refund. When requesting your refund, please be ready to provide Customer Service with photographs clearly showing the problem with the items. If you believe your items were damaged during shipping, Customer Service will need photographs showing the damaged packaging as well as "Proof of Damage" documentation from your delivery carrier in order to process your refund.
Sizing or Fitting Issues
As all of our costume is hand-sewn and custom-tailored, the finished gown may vary by approximately one (1-2) inch in either direction of the specified measurements.
Item is not the size you ordered
Should your item size differ from the specifications of your order by more than one inch, we encourage you to find a local tailor to make adjustments, and we will gladly reimburse you for up to 100% 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.
Your item is the size you ordered but does not fit
Costume that does not fit properly but fit the specifications you ordered cannot be returned or exchanged.
The settings of your computer screen may alter the color of the pictures shown on WebCosplay.com. Slight color mismatches between the color of your item and the color shown on screen may not mean that the item 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.
1) Contact Customer Service within 30 days of your order's shipment. Include an explanation and photographs documenting the reason for the return. Returns will not be accepted without prior approval from Customer Service.
• When you receive an email entitled "______ Order Status Changed " your order has been shipped.
2) Once Customer Service has approved your request, please send the item and the completed Product Return Form back to us as soon as possible.
3) Once received at our facility, your return will be processed in 3 to 5 business days. Once your return is confirmed and inspected, please allow up to two billing cycles for it to be credited to your account. Items returned in unacceptable condition we will not be processed as refunds and will be shipped back to you.