Order cancellation
All orders can be cancelled until they are shipped. If your order has been paid and you need to change or cancel it, you must contact us within 12 hours. Once the packaging and shipping process has started, it can no longer be cancelled.
Refunds
Your satisfaction is our #1 priority. Therefore, you can request a refund or reshipment for ordered products if:
- you do not receive them within the guaranteed time (45 days not including 2-5 day processing)
- you receive the wrong item
- you do not want the product you have received(except of custom costumes) – (but you must return the item at your expense and the item must be unused)
We do not issue the refund if:
- your order does not arrive due to factors within your control (e.g. providing the wrong shipping address)
- your order does not arrive due to exceptional circumstances outside our control (e.g. not cleared by customs, delayed by a natural disaster).
*You can submit refund requests within 15 days after the guaranteed period for delivery (45 days) has expired. You can do it by sending a message on Contact Us page.
Returns
Please reach out to our customer service at support@allcosplay.com, indicating the item(s) you wish to return and the reason for the return. Our team will then assess whether your merchandise is eligible for a replacement or refund in accordance with our return policy.
Here are the situations in which you may return merchandise for a replacement or refund:
1: Damaged or incorrect item(s). If the product is faulty or damaged during shipping, we can exchange the item for you. Alternatively, send the item back to us, and we will issue a refund upon receipt of the returned parcel.
2: Incorrect size. When placing an order, you can either select a size directly or provide us with your measurements. Be sure to choose the correct size, as we will create the outfit based on the size information provided. If we produce the outfit in the wrong size, we can either exchange it or refund your order payment.
3: Incorrect color. If the received product is made in a color that significantly differs from the color you selected, please contact our Customer Service Department at support@allcosplay.com for a refund or replacement. Note that the item may not appear identical to the image. Slight color differences may occur due to varying display screens. Returns due to dissatisfaction with minor color discrepancies will not be accepted. However, we assure you that all products are made to resemble the images on our website as closely as possible (95%-99%). We offer modifications on all items, so please rest assured.
4: To return merchandise, ensure it has never been used, worn, altered, and that no items are missing. The original packaging, garment tag, and tracking number are required for you to receive a refund. Please take care when inspecting the merchandise details.
Please send returned costumes back to us with a shipping number.
When returns are not accepted:
- Custom-made items cannot be returned.
- Partial returns of costume sets will not qualify for a refund.
- Items that are worn, used, stained, have animal hair on them, or have been altered are not eligible for return.
- Undergarments, socks, and stockings cannot be returned.
- Single-use or indoor-only items, such as shoe covers, boot tops, and costume shoes, are not returnable.
- Unauthorized return packages will incur a 15% restocking fee based on the total order cost. This also applies if you fail to sign for the package and it is sent back to us.
- Clearance items cannot be returned for a refund.
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