Returns 

You may return your order, or any part of your order, for a full refund if you are not satisfied for any reason. 

You must register your return within 14 days from receipt of your order and send the goods back to the retailer according to their instructions without undue delay and in any case no later than 14 days from registering your return. 

 

To start the returns process:

1. Email us or live chat to ask for help. Including the reason for your refund application (preferably with pictures attached)

 

Important note: All orders must be returned directly to the retailer(s). Please do not return any items to WebCosplay head office.  We will not accept liability for any goods returned directly to WebCosplay. 

The same exclusions apply for returns as for the right of withdrawal.  Please note, the following goods cannot be returned:

 

• Goods which are clearly personalised or made to your specifications.
• Your item is the size you ordered but does not fit.
• Goods was damaged during improper use.Or intentionally damaged.

 

Additional information:

• Goods returned must be in a saleable condition.
• Goods returned must be unworn/unused with original tags and packaging.
• Goods should be packaged so that both the item and the brand packaging (if applicable) are not damaged in transit. WebCosplay and our retailers do not accept responsibility for items damaged in transit. 
• If you are returning, please make sure they are in their original condition - unworn, unwashed, unaltered, undamaged, clean.
• After the return application is approved (usually within 48 hours), you will receive the return instructions. Please follow the return instructions.
• To return your product, you should contact us. You will be responsible for paying for your own shipping costs for returning your item.
• We strongly recommend using a tracked mail service (with insurance where appropriate for goods value), retaining proof of postage. WebCosplay and our retailers do not accept responsibility for items lost in return transit. 
• We will refund you within 7 days of receiving the complete returned package.

 

If an order is returned which does not meet these conditions, your return may be refused and returned to you or a reduced refund may be offered. 

 

Damaged or faulty goods

If your order arrived damaged, or you’re having problems with a product you’ve bought, please raise an enquiry with the retailer as soon as possible by

1. Live chat or email us. 

Please note: Most retailers will require an image or video showing the damage, fault or incorrect item received to be able to provide a solution. The most common solutions to resolving issues relating to damaged or faulty goods are:

• The retailer may be able to provide a replacement.
• The retailer may offer a discount to keep the goods with minor damage.

If a retailer cannot replace the item, and you do not wish to accept a discount, you can cancel the order and return the goods for a full refund. Some retailers may offer to collect the goods. Some retailers will provide you with a free returns label for this purpose. However if a retailer is unable to collect the item or provide a free returns label, they will refund reasonable returns postage costs upon you providing a copy of your returns postage receipt.

 

Refusing delivery

If you refuse to accept delivery of all or part of your order (where the products or packaging do not appear to be damaged or defective) any fees and charges incurred by the retailer due to a package being refused may be deducted from your merchandise refund. The same will apply if the tracking states that delivery has been attempted and the item is awaiting collection from a postal depot, and that item is not collected and returned to the sender. 

Refunds 

• You will be refunded within 7 days of the retailer receiving back the goods.
• Where a retailer has offered to collect the goods, you will be refunded within 7 days of cancelling your contract.
• You will receive an email once the products reach the retailer and are accepted for return.
• Refunds will be issued to the same means of payment initially used to purchase the goods. It is not possible to refund some bank transfer payment types, such as western union, please contact us for help.
• Refunds usually take between 1 – 5 business days to show in your account, depending on the payment method used. 

Exchanges 

Unfortunately we are unable to exchange items, please follow the returns process using the information above.

 

Sizing or Fitting Issues

As all of our costume is hand-sewn, the finished costume may vary by approximately one (1-2) inch in either direction of the specified measurements.

If it is too large or too small, you can apply for a return or contact customer service to purchase again at a discounted price.

 

Cancellation Policy

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.