Return / Exchange Policy
It is our great honor that you choose Xcoser for cosplay products. Your satisfaction is the most important thing we continuously pursue. If regrettably you find our product(s) have the following issues that could not meet your requirements, you have the rights to return the product(s) to get a refund. It’s really important for us to offer a fair and responsible return/exchange policy. We also will check each order before we arrange shipment
Please be noted, following Items Could Return or Exchange,
- Items must be in new condition.
- Items must be returned in their original package and in good condition.
- Gift orders are non-returnable.
- Please follow the return procedure.
- Defective/Missing items/Size different from our website size chart.
1) Customers should contact us to check whether the package missing or not, if we check the package is missing, we could arrange new shipment of the missing items for free.
2) If receive a wrong items (included wrong size/color/style), customer could contact us and provide order number and photos to us, once we check, we could arrange new shipment of right items for free.
3) Especially for the wrong size custom made costumes, once confirmed the error occured in our-side, we will make a new one costume free (by the way, the 1-2 cm difference will be acceptable); if this caused by the wrong measurements buyer provided, Xcoser is not responsible for this, buyers will be charged for a new one at 5% 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.
We do NOT accept refunds and exchange for the item we didn't made wrong, but if the size really different of your measurements, we will make a new one free for the wrong parts. (this only provide for people who choice custom made size)
Following Items Excluded From Returning or Exchanging,
- Item that have been used or washed.
- Item that you made broken.
- Item that smell of cigarette smoke or perfume
- Item with stains
- Please be noted that only the listing price excluding shipping fees would be refunded.
- The refunds will be return back to you in 3 days after we accept your return request, the refund will be return back to your account after 24 hours after we proceed the refunds.
- Order Cancellations/Changing
1) For the custom made costumes, please check your order carefully before submitting. We will send a confirmation email after you placed an order. In the event that a mistake has been made on a processed order, please contact us in 24 hours after your submitting, Order Cancellations or Changing only works in this time frame. Cause Our costume-maker will start customizing the costume for you within 24 hours after receiving your payment. Orders cancelled after 24 hours are subject to a handling fee equaling 30% of the item price. And orders cannot be cancelled after 3 business days. Thanks for your understanding
2) For regular size costumes, masks, wigs, accessories and other ready shipping items, we usually need 1-2 days to process order after receive your payment. In this period you should quick contact us if you want to change some info about your order (such as the item location), If the order has already shipped, Xcoser will not be responsible for any additional costs added to correct the order.
- Wrong Delivery Address/ upgrade the shipping method
Xcoser ships all orders to the shipping information address provided by the customer. Customers are responsible for submitting complete and right address information required.
Please be noted we will ONLY able to proceed refund if we sent the package to the wrong shipping address. We will NOT able to proceed refund if we sent the package to the correct shipping address.
Xcoser is not responsible for any additional charges needed to reship or retrieve a package. Shipping fee depend on which shipping method you choice. If you want to upgrade your shipping method, please contact us and pay extra shipping fee to our account we provided.