By placing an order with CosplayNow, you acknowledge and agree to the policy below.
1) Product Types
We sell two types of products:
Made-to-Order / Custom-Made items (most products)
In Stock / Ready to Ship items (only when clearly marked on the product page)
2) Quality Guarantee (If We Made a Mistake)
If we shipped the wrong item, or your item has a confirmed manufacturing defect, please contact us within 14 days after delivery (tracking shows “Delivered”) and provide clear photos/videos.
After verification, we may offer one of the following solutions (at our discretion):
Free remake and re-shipment
Replacement
Partial refund / full refund (depending on the issue)
Note: Sale/discount prices do not affect this Quality Guarantee.
3) Made-to-Order / Custom-Made Items
Because Made-to-Order items are produced specifically for your order:
No returns and no exchanges for customer reasons
This includes (but is not limited to):
Wrong size selected
Change of mind / preference changes (style, color, etc.)
Event cancellation
Incorrect measurements provided by the customer
Please double-check size, measurements, design details, and order notes before payment.
4) In Stock / Ready to Ship Items (Return & Exchange Allowed)
Only items clearly marked as “In Stock” or “Ready to Ship” on the product page are eligible.
Return rules:
Request within 14 days after delivery
Item must be unused, unwashed, and in original condition (all accessories included)
Return shipping cost is paid by the customer
Original shipping fee (if paid at checkout) is non-refundable
Refund is issued after we receive and inspect the returned item
Exchange rules:
Customer pays the return shipping to us
After inspection, we ship the replacement
Additional shipping costs for sending the replacement may apply (depending on destination/method)
5) Returns Process (Authorization Required)
Please email us before sending anything back. Unauthorized returns will not be accepted.
To request a return/exchange, email: [email protected]
Include: order number + reason + photos/videos + your request (refund / remake / exchange)
6) Cancellations (Made-to-Order / Custom Orders)
Because production starts quickly, cancellations depend on production progress:
Within 24 hours after payment: full refund
24–48 hours: partial refund may be available; a processing/material handling fee may apply
After 48 hours: usually non-cancellable once materials are purchased or production has begun
Once shipped: cannot be canceled
7) Failed Delivery / Wrong Address / Unreachable Phone
Please ensure your shipping address and phone number are accurate and reachable.
If delivery fails or a package is lost/returned due to:
incorrect address
unreachable phone number
refusal
no one available to sign
the customer is responsible. Re-shipping costs 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) Disputes / Chargebacks
If there is any issue, please contact us first so we can provide the fastest solution. Chargebacks opened without contacting us may delay resolution.
9) Contact
Email: [email protected]
Address: Building 66, Lane 1188 Jinyuan First Road, Jiading Town, Jiading District, Shanghai, 201800
Phone: +86 13459203384