Returns & Exchanges
Returns & Exchanges
At Hellocosplay.com, we strive to offer satisfying and completely fairness service to all our valued customers. We offer refund, exchange or costume alteration for defective items, missing items, items having great difference from our description. As costumes from Hellocosplay are all custom-made according to buyer's own measurements, so it's really important for us to offer a fair and responsible return and exchange policy.
1.Wrong size/Defective/Missing items/items significantly different from our store description.
Buyers should contact us within 7 days signing the items and email us with photos to support the claims. Especially for Wrong size costumes, we will make a new one for free once confirmed to be the error occured on our part. If it caused becaue of the wrong measurements buyers provided, Hellocosplay are not responsible for it and buyers will be charged for a new one at 10% discount, but if size revision needed only, buyers should send the costume back to us with the pastage back and return paid and we will revise the costume for free.
Please note that only the listing price excluding shipping fees would be refunded once the package is sent out from our company.
Buyers are responsible for returning the items in the original conditions within 2 weeks signing the items at their own expense through registered mails telling us tracking number of the return package.
Following Items Excluded From Returning or Exchanging
Item that have been used or washed.
Item with smell of cigarette or perfume.
Item with stains.
All costumes from Hellocosplay are made according to our customers' own size, please check the order carefully before submitting. In the event that a mistake has been made on a processed order, please email us in 1 hour after submitting, Order Cancellations or Changing only works in this time frame.
For wigs we have stock and other ready shipping items, we usually send the same day after purchase, we will make our best efforts to locate the package and make any necessary change. If the order has already been shipped, or cannot be located in the shipping containers, Hellocosplay.com will not be responsible for any additional costs added to correct the order.
3.Wrong Delivery Address
Hellocosplay.com ship all orders to the shipping address provided by the customers. Customers are responsible for submitting complete address information required. In the event that necessary shipping information is left off for the order during the checkout process, Hellocosplay.com is not responsible for any additional charges needed to reship or retrieve a package.