Return / Exchange Policy
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. As costumes from EZcosplay are all Custom-made according to the buyer's own measurements, so 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.
1. 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, EZcosplay 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 Exchanging,
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 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 EZcosplay made 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, EZcosplay.com will not be responsible for any additional costs added to correct the order.
3. Wrong Delivery Address/ upgrade the shipping method
EZcosplay.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.
EZcosplay.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 protected] account immediately.