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 rights to return the costume(es) to get a refund. As costumes from uncostume.com are all Custom-made according to 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 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 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 costume free (by the way, the 1-2 cm difference will be acceptable); if this caused by the wrong measurements buyer provided, uncostume.com are not responsible for this, buyers will be charged for a new one at 10% discount off.
We do NOT accept refunds and exchange for the item we didn't make 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 customize size, people email us the measurements will not available for this policy)
Following Items Excluded From Returning or Exchanging,
- Item that has been used or washed.
- Item that smell of cigarette smoke or perfume
- Item with stains
All costumes from uncostume.com 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 30% 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, uncostume.com will not be responsible for any additional costs added to correct the order.
3. Wrong Delivery Address/ upgrade the shipping method
uncostume.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.
uncostume.com is not responsible for any additional charges needed to reship or retrieve a package. Shipping fee depends on which shipping method you choose. If you want to upgrade to UPS/FedEx, customer need pay the extra shipping fee , then please contact with our customer service.
We only accept returns within 15 days of receiving the order.
The returned items must remain unused in their original packaging. We do not accept returned items that have been opened, used, damaged or modified in any way.
Contact our after-sales customer service by sending an email to us firstname.lastname@example.org. Obtain permission for returns and refunds in accordance with our policy requirements. All returns must first be approved by our customer service team. We do not accept items returned directly without your direct inspection.
Select the postal service to send back your return package. (Please use a traceable postal service. We will not take any responsibility if the package is lost or damaged during transportation. If the value of your shipment exceeds $75, you should consider purchasing transportation insurance. There is no guarantee that we will Receive your returned item.)
Return shipping fee
You will be responsible for paying the shipping costs of the returned merchandise.
After receiving and checking the returned package, we will process the refund within 7 working days. The refund will be automatically applied to your credit card or original payment method within 7 working days.
1. Please note that only the marked price without shipping costs will be refunded. 2. The buyer is responsible for returning the item in its original state at its own expense by registered mail with the online delivery tracking number within one week after obtaining the return permission.
Please contact our Customer Service if you wish to return any items to the nearest return address. You will receive a response as soon as possible.
Note: Please do not send your return to the address on your package. That is not our return address and will affect the processing of your return.