Due to the one-time use nature of our products, standard practice within the Costume Industry has always been No Returns or Exchanges.
All COSPLAY HOUSE costumes, wigs, shoes and props are custom made-to-order, and returns will not be accepted. If in the case of extreme circumstances, such as damaged items, please contact firstname.lastname@example.org immediately with photo verification of the product in question, as well as the order number and customer name. Once we receive your pictures, we will review the problems, and evaluate the situation. Depending on the circumstances, we will be happy to either give you a partial refund, or replace the product for you.
Tailor-made items such as costumes, shoes, wigs and props may have slight differences in color, design, style and materials. Return Authorizations will NOT be granted for these issues but not limited to these problems alone. If you believe a reason for returning the item is warranted, please contact customer service immediately upon receiving your order.
* ALL RETURNS ARE SUBJECT TO A 35% RE-STOCKING FEE
*NO REFUND FOR COMMISSION REQUEST
* SHIPPING CHARGES ARE NON-REFUNDABLE
* No returns, exchanges or refunds on tailor-made costumes, wigs, shoes, props or accessories
* We do not accept refunds or exchanges at all during the Halloween season.
* Returns & Exchanges can only be made on "In-Stock" items within 14 days of receiving your order
* No returns or refunds on Female or Male XX-Large & XXX-Large sizes
* Clearance items are all Final Sale, and not refundable
Return inquiries are subject to approval, and Re-stock fee may be more or less depending on the situation, so please contact us with any problems before shipping out packages you have problems with, we will try to work things out with you. Please follow the steps below to process a return or exchange:
1. Contact us via email email@example.com
2. A customer service rep will advise you and email you a return or exchange authorization form
3. Print and completely fill out your authorization form including your order number
4. Include the form with your package and ship to the address below within 14 days of receiving your order:
10724 Los Vaqueros Cir
Los Alamitos CA 90720
DO NOT "RTS (return to sender)" packages upon receiving your package, and/or please make sure all returns are going to our address in Los Alamitos. If you ship it to our production teams instead, and it does not go to our shipping address above, it may get destroyed by customs during shipment. When this happens, we are not responsible for the cost and loss of your package. Remember all returns are subjected to a re-stocking fee, so please contact us with any problems before shipping out packages you have problems with, we will try to work things out with you.
COSPLAY HOUSE is not responsible for shipping costs on returns/exchanges or damaged/lost packages. Please use a reliable form of shipping such as USPS, FedEx or UPS and save your tracking number for future reference.
All items that are mailed to us without a Return Authorization that are lost or displaced will NOT be the responsibility of COSPLAY HOUSE. Other invalid reasons for refund include, but not limited to: returns caused by invalid addresses by the customer, package rejection and/or failure to pay the import tax/tariff/duties.
WRONG SIZE OR DEFECTIVE MERCHANDISE
Customers should contact customer service immediately upon receiving wrong sizes or defective merchandise and email photos to firstname.lastname@example.org to support the claim. Please note that costumes and wigs will vary slightly in color, design, style and/or materials due to them being tailor-made. Once confirmed the error is on our side, we will have the item re-made at no cost. If the error is due to wrong measurements provided by the costumer, COSPLAY HOUSE is not responsible. It is very important that customers provide accurate measurements and compare standard sizes on our size chart. Please understand that any problems regarding sizes or defects, must be handled within 14 days of delivery.
To learn more on how to submit a complaint on size problems with costumes, please click here
ORDER CANCELLATIONS & REVISIONS
Once submitted, orders can only be canceled or revised within 24 hours. It is very important that customers provide accurate measurements because we cannot modify your order after the pattern and fabric has been cut. For in-stock items that are ready to ship, we can only cancel or revise the order if it has not been sent out. COSPLAY HOUSE is not responsible for any additional costs added to correct the order.
WRONG DELIVERY ADDRESS / FAILED DELIVERIES
COSPLAY HOUSE ships all orders to the shipping address provided by the customer. Please double check your order to make sure all valuable information such as apartment/unit numbers, phone numbers, zip code or other important information is correct for package delivery. In the event that such information is left out, please contact customer service immediately. In the event where you are too late in picking up a package, and it get re-delivered to us or our production teams, we can re-ship it out to you. However, you will have to pay for the re-shipment fees.
COSPLAY HOUSE is not responsible for any additional charges needed to re-ship or retrieve packages.