Returns & Exchange Policy

At ACcosplay.com we strive to offer 100% satisfaction to all our valued customers. We offer a refund or exchange/costume alternation for defective items, missing items, or items significantly different from our description. As the costumes from ACcosplay.com are all custom-made according to the customer’s measurements, we offer a fair and responsible return/exchange policy.

1, Wrong size, defective, missing items, or items significantly different from our store description.

Customer should contact us within 2 days of delivery of items and email us photos to support claims for replacement or refund. The package should be returned in 14 days.
For costumes that are made to the wrong size,missing items, or items significantly different from our store description. ACcosplay.com will make a new costume for free – if it is determined that we made the error, and you can keep the wrong costume,don't need return for us.

However, ACcosplay.com is NOT responsible for sizing errors in custom-made costume if the customer has provided incorrect measurements. In this situation, the customer has the option to keep the original costume and receive a new item at 20% off the list price, or ship the costume back to us for revision ( at customer expense ); you will then be charged for revision cost only.

Noted(For right costume but want to return):

Please note that during the Halloween period (September-October every year), we do not support returns if it is not our fault

 1. Please be noted that only the listing price excluding shipping fees would be refunded. 


 2. 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 if that is customer's mistake

 

Our Address（Not return shipping address）:

Room 736,Building 39,No. 2888,Xinsiping Road,Fengxian District 

Shanghai,Shanghai

China

 

 3. The refunds will be returned back to you in 3 days after we accept your return request.

 

The following items are Excluded from Return or Exchange Policy:
  • Costumes/Wigs that have been used or washed
  • Costumes/Wigs that smell of cigarette smoke or perfume
  • Costumes with stains

 

2.Order Cancellation/Change

ACcosplay.com ships all orders to the address provided by the customer. Please check your order carefully before submitting. We will send a confirmation email after you place your order. If an error has occurred in the processed order, please email it to us within 24 hours of submission, and the order cancellation or change will only be valid for this time frame.

For all costumes:

1. Standard Size

- Orders cancelled within 24 hours of payment confirmation will be eligible for a full refund,

- Orders cancelled 24 to 48 hours After payment confirmation will be eligible for a partial refund consisting of the full shipping cost and 80% of the product purchase price .

 - Orders cancelled after 48 hours of payment confirmation will be eligible for a refund consisting of the full shipping cost only.

 - Once your order has been shipped, it can no longer be cancelled.

2.Custom -made size 

 - Orders cancelled within 24 hours of payment confirmation will be eligible for a full refund,

 - Orders cancelled 24 to 48 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 after 48 hours of payment confirmation will be eligible for a refund consisting of the full shipping cost only.

 - Once your order has been shipped, it can no longer be cancelled.

Please note: Paypal’s latest regulations, since July 21, 2021, Paypal will charge a processing fee of 4.4% + $0.1 for each order. If you want to refund after placing an order, we need to deduct this part of the processing fees. Thank you for your understanding
3. Wrong Delivery Address
ACcosaply.com sends all orders to the shipping information address provided by the customer. It is the customer's responsibility to submit the full address information required. If there is no necessary shipping information in the order during the checkout process, we can only continue to refund if the package is sent to the wrong shipping address. (Different from the order delivery information.) If we send the package to the correct shipping address, we will not be able to continue the refund.
If you have any further questions,feel free to contact us.Our offical email is support@accosplay.com, Tel: +86 13663808046