Cancellation & Return/Exchange Policy

Order Cancellation Terms

• Within 24 hours of payment confirmation: Eligible for a partial refund covering 100% of the shipping cost + 50% of the product purchase price.
• Within 72 hours of payment confirmation: Eligible for a partial refund covering 50% of the shipping cost + 50% of the product purchase price.
• More than 72 hours after payment confirmation: Eligible for a partial refund of 50% of the shipping cost only.
• Once shipped: Orders cannot be cancelled under any circumstances.

Payment Confirmation Notification: Your payment is confirmed once you receive an email titled "WebCosplay Thanks For Your Order".

Return Process

1. Initiate a Return Request: Contact our Customer Service team within 15 days of your order’s shipment. Provide a detailed explanation of the return reason and attach supporting photos. Returns will not be accepted without prior approval from Customer Service.

   Shipment Notification: Your order is deemed shipped once you receive an email titled "WebCosplay Order Status Changed".
2. Return the Item: After your request is approved, send the item along with the completed Product Return Form to the designated address as soon as possible.
3. Return Processing & Refund Timeline:
   • Upon receipt at our facility, returns will be inspected and processed within 3–5 business days.
   • Once your return is verified as valid, please allow up to two billing cycles for the refund to be credited to your original payment method.
   • Items returned in unacceptable condition will not be eligible for a refund and will be shipped back to you at your cost.
4. Return Shipping Responsibility:
   • You are liable for all return shipping costs, which are non-refundable.
   • If a refund is approved, the return shipping fee will be deducted from your refund amount.
5. Refund Disbursement: Refunds will be issued only after we have received and confirmed the eligibility of the returned package.

Return & Exchange Policy

• Unworn, unwashed, unaltered, undamaged, and thoroughly clean
• Free of lint, hair, or any other debris
• All original tags and packaging intact and attached

Customized Costumes

• Customized costumes are non-refundable for non-quality-related reasons.
• If the finished costume’s size deviates significantly from your provided measurements, we will remake the costume free of charge.

  Note: This free remake policy applies only to orders placed via our official custom size option. It does not cover costumes ordered using measurements submitted via email.

Defective, Damaged, or Mis-Shipped Items

• Defective, transit-damaged, or incorrectly shipped items qualify for a full refund.
• To apply for a refund, provide our Customer Service team with clear photos that clearly demonstrate the issue. For transit damage claims, you must also submit photos of the damaged packaging and "Proof of Damage" documentation issued by the delivery carrier.
• For missing items, we will arrange a free reshipment to fulfill your order.

Sizing & Fitting Issues

Item Size Deviates from Order Specifications

• If the size deviation exceeds 1 inch, you may arrange local tailoring adjustments. We will reimburse you for up to 100% of the product price as tailoring costs.

  To claim reimbursement, contact our team first and provide a valid receipt from the tailor.
• If the size error is confirmed to be our fault (excluding the acceptable 1–2 cm variance), we will remake the costume free of charge.

Item Matches Order Size but Does Not Fit

• Costumes that conform to your ordered specifications but do not fit cannot be returned or exchanged.
• If this issue arises from incorrect measurements provided by you:
  • You may purchase a replacement costume at a 10% discount.
  • If you wish to have the original costume resized, you must cover the return shipping cost and pay the actual cost of the resizing service.

Color Mismatch