At Hellocosplay.com we strive to offer customer satisfaction and complete fairness to all our valued customers. We offer refund or exchange/ costume alteration for defective items/missing items/ items significantly different 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/exchange policy.
1.Wrong size/Defective/Missing items/items significantly different from our store description.
Buyers should contact us within 7 days of delivery of items and email us photos to support the claims.Especially for Wrong size costumes,once confirmed the error occured in ourside, we will make a new one costume free;if this caused by the wrong measurements buyer provided, Hellocosplay are not responsible for this,buyers will be charged for a new one at 10% discount off,in this situation if size revision needed,buyers should send the costume back to us at their own cost and we will charge buyers for the revision at cost.
Please be noted that only the listing price excluding shipping fees would be refunded.
Buyers are responsible for returning the items in their original conditions within 2 weeks of delivery of items at their own expense through registered mails with online delivery tracking number.
Following Items Excluded From Returning or Exchanging
Item that have been used or washed.
Item that smell of cigarette smoke or perfume
Item with stains
All costumes from Hellocosplay made in your own size,pls check your order carefully before submitting.In the event that a mistake has been made on a processed order,pls email us in 1 hour after your submitting, Order Cancellations or Changing only works in this time frame.
For wigs and other ready shipping items,we usually send the same day after your purchase,we will give our best efforts to locate the package and make any necessary changes.If the order has already 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 ships all orders to the shipping address provided by the customer. Customers are responsible for submitting complete address information required.In the event that necessary shipping information is left off the order during the checkout process, Hellocosplay.com is not responsible for any additional charges needed to reship or retrieve a package.