It is our great honor that you choose our site for your cosplay costume. Your satisfaction is the most important thing we continuously pursue. If regrettably, you find our costume(es) have the following issues that could not meet your requirements, you have the right to return the costume(es) to get a refund. We also will check each order before we arrange shipment.
Measures user need to take
Step 1: Please contact our customer service by email firstname.lastname@example.org within 7 days of receiving your package, describing the problem you encountered and providing a few clear photos of the product you received. Our customer service will decide whether we can provide a return/exchange service based on the information you provide.
Step 2: If it is confirmed that the product can be returned, our customer service will inform you of the return address and details of other return requirements. Please return the product in its original condition within two weeks of delivery. Delivery must be by air mail provided by the local post office. And we are not responsible for the return freight that the customer has to bear.
Step 3: Upon receipt and inspection of items to be returned in their original condition, we will arrange refund or replacement within 3 working days (excluding weekends and holidays).
Applicable conditions for returns and refunds
- Defective/Missing items/Size is different from our website size chart.
Customers should contact us within a week of delivery of items and email us photos to support the claims if you find the package missing item(s) and costume with the wrong size. We can arrange a new shipment of the missing items for free. Especially for Wrong size costumes, once confirmed the error occurred in our side, we will make a new one free (the 1-2 inches difference will be acceptable and 1-2 inches difference is normal); if this caused by the wrong measurements customer provided, CrazeCosplay are not responsible for this, if the customer wants to order a new one, we can offer the best discount for the new order, in this situation if size revision needed, customers 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 make wrong, but if the size is really different from your measurements, we will make a new one free for the wrong parts. (this only provide for people who choice customize the size, people email us the measurements will not available for this policy)
Following Items Excluded From Returning or Refund,
- The item that have been used or washed.
- The item that smells of cigarette smoke or perfume
- Item with stains
- customized clothes cannot be returned or refunded. If there is a quality problem (such as ragged clothes, etc.), we can make them again for free, but the time needs to be determined according to the time of making different clothes.
- customized clothes. Crazeplay shoes are customized, so all shoes are not suitable for refund or return service.
- Products made in wrong sizes because of customers providing wrong size
- Products not delivered because of customers providing wrong address.
- 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 the online delivery tracking number.
3. The refunds will be returned back to you in 3 days after we accept your return request, the refund will be returned back to your account after 24 hours after we proceed the refunds.
All costumes from CrazeCosplay proceed in your own size, pls 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, pls email us in 24 hours after your submitting, Order Cancellations or Changing only works in this time frame. Cause Our dressmaker will start customizing the dress for you within 24 hours after receiving your payment. Orders canceled after 24 hours are subject to a handling fee equaling 50% of the item price. And orders cannot be canceled after 3 business days. Thanks for your understanding
For wigs, accessories and other ready shipping items, we usually send after 1-3 days 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, CrazeCosplay.com will not be responsible for any additional costs added to correct the order.
- Wrong Delivery Address/ upgrade the shipping method
CrazeCosplay.com ships all orders to the shipping information 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, We will ONLY able to proceed refund if we sent the package to the wrong shipping address. (which different from order shipping information.) We will NOT able to proceed refund if we sent the package to the correct shipping address.
CrazeCosplay.com is not responsible for any additional charges needed to reship or retrieve a package. The shipping fee depend on which shipping method you choose. If you want to upgrade to UPS/FedEx, customers need to pay the extra shipping fee to our Paypal email@example.com account immediately.
The time period for accepting returns
If you need a refund or return service, you should contact us (e-mail or telephone) within 7 days after the delivery of the goods and send us the photos by e-mail to start the refund or return service.
How long the user will receive refund？
If you have received the package we shipped to you, you need to return the package you received to us, and you need to bear the returned freight. After we receive the package you shipped back to us, we will check whether the clothes will affect the second sales. If it does not affect the continued sales, we will return your money to your PayPal within 3 days.
If you apply for a refund before we ship, we will return your money to your PayPal account within 3 days
Who pays the return shipping cost？
If we (crazecosplay) ship the wrong size or the product you need, we will pay the returned freight. However, if the consumer buys the wrong clothes or products of the wrong size, the consumer needs to bear the freight returned to us(crazecosplay)
Our return and exchange address and contact information is:
Room 1714, 17th Floor, Xinkai Square,Baohua Gongye Ave, Nanhai District, Foshan, Guangdong Province, China 528000
Phone: +86 13631470379
(For more helps about returns/exchange and refunds you can get contact with our customer service department: Contact Us)
For the above policies we reserve the right of final explanation.