FAQ

 

Order & Payment Shipping & Returns Other Questions

 

Order & Payment

  • Q: What are your payment options?
A:We accept online payments by credit cards, debit cards, gift cards and Paypal. We accept bank transfers via Western Union.
  • Q: How to order?
A: After you picked favorite items, then, please click 'Buy it now' and enter your personal information as required. Then, click 'Confirm & check out'. More details please click here.

To order custom size costume please click here
  • Q: There are only standard sizes for the costumes, can I order custom size ?
A: Yes, we can tailor make the size for you. Please choose any standard size, and write down the custom size measurements (chest, waist, hip, outside leg, height, weight; in cm & kg) in remark box in order form. Click here for step-by-step guideline.
  • Q: Can I order and ship to my friend as a gift?
A:Yes, we provide 'gift packaging service', but if you request a gift package, an additional fee will be charged.Please sumit ticket to our Support Center, then we will guide you to pay for the extra fee of gift package. .
  • Q: Do you accept mail order?
A: No. We do not accept mail order to make sure we can manage every due at the time.
  • Q: I paid already, but the order status still showing 'waiting for payment', why?
A: Our billing department will check & confirm all orders & payments in weekdays (Monday to Friday) only, so if you made the order in weekends, please don't worry about it and just wait until Monday's order confirmation procedures.
  • Q: What can I do if I supply the wrong information like size and mailing address?
A: It's terrible, right? We often start making your costume within 2 days when we receive your payment. Once the project starts, the size can't change any more.

If you realize the size is wrong, please contact us as soon as possible. For the mailing address, please send us your order number, the new address to [email protected], our staff will update the information.
  • Q: How can I buy the items separately?
A: You can buy items separately at 'Separate Items'. The unit cost of separate items will be higher than you order the original costumes set.

If you cannot find it in the above link, please submit ticket to our Support Center with the original costume link & your request, we will help you directly through the ticket.
  • Q: How can I buy the wigs & costumes & shoes & accessories all together?
A: You can buy your favorite characters' full set (including the wig, costumes, shoes & accessories) directly through Cosplay Fullset
  • Q: Are there any discounts if I buy both the costume & wig?
A: Yes, we offer a 58% OFF if you order the related wig or accessory at the same time. Please click Here if you need further guidelines.
  • Q: How to choose my favorite wigs by colors? Or length? Or by style?
A: You can choose wigs by colors, by length or by style. Click 'Choose my wigs' for further guidelines.
  • Q: How can I get CosplayFU coupons?
A: There are 2 types of coupons for all CosplayFU customers. If you are new to CosplayFU, we are afraid you can only get coupons after you made at least 1 order from us.
Coupon Type 1: get coupons (5 USD / 30 USD) after you completed & received an order from CosplayFU.
Coupon Type 2: get coupons (10% OFF) if you send us your cosplay photo (that is wearing CosplayFU costumes, wigs or accessory). For further details, please visit 'Share my cosplay photos with CosplayFU members worldwide'.
P.S. If you share your cosplay photos (that is wearing CosplayFU costumes, wigs or accessory) in your blog or websites, you can tell us and we will give you the Coupon Type 2 as well. n_n
  • Q: What are the coupon restrictions?
A: For the coupons, there are two types of CosplayFU coupons.
1: If the condition is 'Purchase over $200, get $30 off', that means the order total price (not including shipping) is over US$200, then you can input the coupon code and get US$30 off from that single purchase.
2: If the condition is 'Purchase over $70, get $5 off', that means the order total price (not including shipping) is over US$70, then you can input the coupon code and get US$5 off from that single purchase.
* Every coupon can be used for once only; and a coupon will be expired after 6 months (after you activated the coupon code).
* Please check ‘why can not use coupon’ for all coupon restrictions.
  • Q: How to use CosplayFU coupons?
A: You can use coupons whenever you want to. After you picked your favorite items, then, please click 'Buy it now' and enter your shipping information as required. Then, enter your coupon code into the blank under ‘total price’ and click ‘use coupon’ will be okay. Click here for Step-by-step guideline.
  • Q: I become a reseller, but why there is no reseller price for my account?
A: As regular reseller, commonly you will only get 43%OFF discount, but now 46%OFF discount is offered to all customers. You can have 46%OFF discount in the same way, and reseller price won’t come up after you log in because 46%OFF discount is greater than 43%OFF discount and the price is subject to the greatest discount by itself.
  • Q: I bought a props & costume but don't receive it with my costume package?
A: 1: The sizes between the props and costumes are different, it is inconvenient to pack it together.
     2: If the props and costumes are shipped together, the swords are easy to be damaged.
 

Shipping & Returns  

  • Q: What are your shipping costs?
A: We offer free worldwide shipping for all the Costume on our site; we will ship by Standard shipping automatically, which will take about 20-30 days for the package travel from our office to your mailing address. For some accessories and special offers, customer should bear the shipping cost.
  • Q: How long will it take for orders to arrive?
A: It's different:
  1. For Costumes, it will take 15–20 working days to customize your costume by professional dressmaker.
  2. For Wigs and accessories, we can ship out it in 2-7 days.
Also, it will take 20-30 days for the package travel from our office to your mailing address.
  • Q: How about the delivery time?
A: All of our products include free worldwide shipping. Estimated delivery time is between 20-30 days by Standard shipping automatically.
  • Q: What does 'one-time shipping' means?
A: All shipping fee CosplayFU charged is the shipping fee for one-time shipping only.
*If the order is separated into 2 packages (not customer responsibility), the second delivery method will be changed to Standard shipping automatically. Customers can pay extra shipping fee to upgrade their second delivery method.
*If the order have to be sent twice (responsibility is on customer side), then customer will need to pay the shipping fee for the second delivery.
  • Q: If I find the costume doesn't fit my body size, can I send it back for another one?
A: It's really a rare case! We make the costumes according to the criteria you supply. We suppose your body size will not have a sharp change within few weeks, right?

Frankly, we offer a refund when something happens including:
  1. We make a mistake. The size of your costume doesn't match the criteria you submit. Refund! No question asks.
  2. Quality problem.
Be sure you supply the right information of your body size before ordering the costume. If the options of default size (S, M, X, XL…etc) cannot match you, please
  1. Measure your body size
  2. Choose “Custom size”
  3. Submit the information.
Then we will tailor-make the costume according to your information. There is no extra fee for customized size costume.
  • Q: I need to ship these to two different addresses. Can I combine them into one order to save on shipping?
A: Unfortunately, shipping is charged per package, so all orders going to a separate address must be placed separately and shipping must be charged for each one.
  • Q: What is your tax policy?
A: In order to minimize customers' costs, we will write a low value description on our shipment package; so that you do not need to pay extra tax.

Import Notice: Buyer is responsible for any import taxes charges (if any), at destination port. Buyer will be responsible for paying return shipping costs - for any shipment that is not accepted due to refusal to pay import fees. We can send your order with a low value invoice to help you avoid or reduce these costs, but it is not a guarantee.

Cosplayfu has no control over import charges and does not have responsibility for the package meeting local customs taxes. When ordering from our site, you are considered the importer and must responsible for the import tax or any additional charges. You should contact your local customs office for further information because custom policies are different from country to country. If the package is subsequently returned to us, you will be responsible for the return shipping charges and the transaction fee of the total product purchase. Then the rest of the money will be refunded to you after we get the package back.
  • Q: Returns & Refunds.
A: We only accept refunds for accessories and wigs, costumes are unable to be returned and exchanged. Returns must be made within 14 days of receiving orders. We will offer 100% refund only of products which are defected, or sent by mistake.
We don't accept refunds for customize costume, our dressmaker will start customizing the dress for you within 2 days after receiving your payment, it's impossible to cancel an order. Please make a careful decision.

Click 'Refund & Return Policy' for all details.
  • Q: Why my package is delivered to the wrong address?
A: Please double confirm your shipping address left in CosplayFU "Order Confirmation Page" is correct. We will ONLY send packages to the address left in our CosplayFU Order Confirmation Page. 
    *CosplayFU will NOT use other shipping addresses (including the shipping information left in CCNow's, WorldPay, Moneybookers, and Paypal order page), please make sure your mailing address in our Order Confirmation Page is correct after paid.
  • Q: Can I get refund if the package is delivered to the wrong address?
A: 1. CosplayFU will ONLY able to proceed refund if we sent the package to the wrong shipping address (which means our package shipping address does not match the shipping address in CosplayFU "Order Confirmation Page").
    2. CosplayFU will NOT able to proceed refund if we sent the package to the correct shipping address (which means our package shipping address match the shipping address in CosplayFU "Order Confirmation Page").
  • Q: How to check delivery status?
A: Once we ship your package, we will send you a delivery notification email (including tracking link & tracking number) directly; or, you can simply click 'Track Order' to check your order delivery status.
  • Q: What is the refund & return procedure?
A: Please check the costume size you received, take few clear photos showing the size (chest, waist & hip, in cm) of that costume, and visit our Support Center, choose category 'Return & Refund' and submit the ticket with your order number, costume size received and attached with those photos. Then, we will help you directly.

*If we sent wrong size costume or items (compare to the CosplayFU order details) or defected items, we will responsible for it. If you order wrong size costume or items, and found it doesn't fit you or you don't like them, after received it, we are afraid we cannot issue refunds.
  • Q: For standard shipping,If the package weighs more than 2kg ,we will upgrade to the shipping method to Express.
A: *Since the 2kg is the maximum package weight for Standard Shipping, when the package was over 2kg,we will upgrade to shipping method to DHL/Fedex/EMS according to country and the actual shipping fee.
   *With the change of the shipping method ,the risk of Custom & Tax will be change.But Cosplayfu still does not have responsibility for the package meeting local customs taxes.
 

Other Questions 

  • Q: CCNow told me that my order had been shipped. Why is there any tracking number for it?
A: After receiving your payment, we will mark shipped in CCNow. But that does not mean your package is shipped. It is just the order confirmation. All our costumes, shoes and props are tailor-made. They all take time to be finished. Hence, if your order includes one of them, the processing time will be longer. You can see processing time for each product in the product description.
  • Q: Can you take a commission?
A: Of course! We can take all the commission about cosplay costumes, wigs and accessories. Please contact us via [email protected] for further information.

Costume commissioning often takes 30 days to finish; similar case for the customized wigs and accessories require around 1-month development period. So please place the order at least 2~3 weeks earlier before the cosplay event or the party you plan to go.
  • Q: How about the price for commission?
A: Our price is very reasonable! It will depend on the costume design and the related materials. We guarantee to offer high quality tailor-made costume with the deepest discount. Please feel free to send us your design via [email protected] and we will give you the quotation and reply as fast as possible (most likely within 24 hours).
  • Q: How to wear costumes ?
A: Please refer to our photo when you first time try to wear the costumes.
(i) If it is simple (e.g. top & pants, jumpsuit), then just wear it as normal;
(ii) If it has dress or skirt, please refer to the photo and check if you need to put a petticoat before you wear the dress or skirt;
(iii) If it is kimono, please refer to the photo, wear the pants first, then wear the kimono as what the photo shown.
  • Q: How to wear wigs ?
A: Please refer to our photo when you first time try to wear the wigs. Click here for further information about wearing wigs.
  • Q: How to wash costumes ?
A: Most of our costumes are polyester costumes, so you can simply take them to professional dry clean store after wearing them; or, you can wash them:-
(1). Hand washes only, using warm water (or normal, just don't be so hot or cold) will be okay.
(2). For most of them (except leather, fur & materials that are thin, light or weak), you can iron it (like ironing normal clothing) when they are dry.
(3). It will be better for you to wash them separately, because costumes' colors are always being sharp & bright (like red, yellow, purple, green, etc). So please wash them separately, because this type of colors may mix color with other clothes or costumes.
  • Q: How to wash wigs ?
A: You can wash in cold water with shampoo and wash gently. But remember do not brushes until it dry. When it is dry, then you can brush wigs into desired style.
  • Q: How to contact you?
A: Please feel free to contact us by submitting a ticket in our Support Center.
  • Q: I have my website; can I use CosplayFU signatures at Downloads?
A: Yes, of course. We provide the comic avatars, signatures, Twitter templates & Youtube templates at CosplayFU Download. All of them are for entertainment purpose only, NOT for commercial purpose. n_n
  • Q: Why my ticket has no reply for 2 days?
A: During weekends, CosplayFU tailors, billing department, legal department, shipping department are all services closed; but we will provide limited Customer Support for replying customers' tickets about general issues. n_n
  • Q: How to add the product into my favorite list?
A: You can add the item on the favorite list anytime you want. After you picked the item, then click 'Buy it now', you will see there is a 'Add to favorite' button in shopping cart, you simply click it and login will be okay. Click here for step-by-step guideline.
  • Q: How about the copyright & ownership of the comic pictures?
A: All comic pictures & design graphics are 100% reserved by the original designer or publishing company / party, we provide the tailoring services only.