By placing an order with Hellocosplay (“Hellocosplay”, “we”, “our”), you agree to the following terms.
Hellocosplay is a made-to-order cosplay manufacturing studio. Most products are produced specifically for each customer.
1. Product Categories
We sell two types of products:
A) Made-to-Order / Custom-Made Items
Most products on our website fall into this category.
These items are manufactured after your order is placed and are tailored according to selected size or provided measurements.
B) In-Stock / Ready-to-Ship Items
Only products clearly labeled “In Stock” or “Ready to Ship” on the product page qualify.
2. Quality Guarantee (Manufacturing Error Protection)
If we shipped:
• The wrong item
• The wrong size (different from your confirmed selection)
• An item with a confirmed manufacturing defect
Please contact us within 14 days after tracking shows “Delivered” and provide clear photos or videos.
After verification, we may offer one of the following solutions (at our discretion):
• Free remake and re-shipment
• Replacement
• Partial refund
• Full refund
Discounted or sale items are still covered by this Quality Guarantee.
3. Made-to-Order / Custom-Made Items (No Return for Customer Reasons)
Because these products are manufactured specifically for you:
Returns and exchanges are NOT accepted for customer-related reasons.
This includes:
• Wrong size selected
• Change of mind
• Event cancellation
• Incorrect measurements provided
• Design preference changes
Please carefully review size charts, measurements, and order notes before payment.
This policy aligns with international e-commerce regulations regarding customized goods.
4. In-Stock / Ready-to-Ship Items (Return Eligible)
Only items explicitly labeled “In Stock” are eligible for return or exchange.
Return Conditions:
• Request within 14 days of delivery
• Item must be unused and in original condition
• All accessories included
• Customer pays return shipping
• Original shipping fees are non-refundable
Refund is issued after inspection and approval.
Exchange Conditions:
• Customer pays return shipping
• Replacement shipping cost may apply
• Exchange is processed after inspection
5. Return Authorization (Required)
Returns must be approved before shipping.
Unauthorized returns will not be accepted.
To request a return or exchange, contact:
Include:
• Order number
• Reason
• Photos/videos
• Requested solution
6. Cancellations (Made-to-Order Items)
Because production begins quickly:
Within 24 hours: full refund
24–48 hours: partial refund may apply (material & labor preparation costs deducted)
After 48 hours: usually non-cancellable once materials are purchased or production has started
After shipment: cannot be canceled
7. Failed Delivery / Incorrect Address
Customers are responsible for providing accurate shipping information.
If delivery fails due to:
• Incorrect address
• Unreachable phone number
• Refusal to accept package
• No one available for delivery
Re-shipping fees may apply.
Refunds (if applicable) can only be processed after the package is returned to us.
Original shipping and re-shipping fees are non-refundable.
8. Chargebacks & Disputes
If you experience an issue, please contact us first.
Opening a payment dispute or chargeback without contacting us may delay resolution and affect refund eligibility.
We are committed to resolving issues promptly and professionally.
9. International Orders
Hellocosplay ships worldwide.
Import duties, customs taxes, and local handling fees (if applicable) are the responsibility of the buyer unless otherwise stated.
10. Contact Information
Hellocosplay
Email: [email protected]
UK Mailing Address:
3rd Floor, 35 Soho Square
London W1D 3QX
United Kingdom
Manufacturing Location: China