Frequently Asked Questions

   

What/who is Cosplay Shopper?

   

Cosplay Shopper, headquartered in New York City, is a fast-growing online retail company that delivers products directly to consumers around the world. Design and business operations are managed in the New York office to maintain close contact with all the customers, globally. The products are produced in Shenzhen, China, having great attention to quality and detail. Cosplay Shopper offers customers a wide selection of cosplay products at affordable and reasonable prices.

   

Where are you guys located? Can I schedule a time to visit?

   

Absolutely! Our office is located in 295 Madison Ave. New York, NY 10017. For business, event or press/sponsorship inquiries, please contact us at info[at]cosplayshopper.com and make an appointment before you drop by. To shop cosplay items or place orders, please visit our online store at http://www.cosplayshopper.com

   

How do I clean my cosplay costume?

   

Generally speaking, all cosplay costumes should be washed with great care. Most of the costumes in Cosplay Shopper are washing machine-friendly. It is in the discretion of the costumer/cosplayer whether or not to use hand wash or use a machine, since both options are great for that matter. However, in choosing to use a washing machine, the gentle mode would be preferred to avoid damage to the cloth, texture and design of the cosplay costume. Also, keep the water temperature under 104°F (40°C ). As an added tip, always use a color-safe laundry soap brand which would be gentle to fabrics. Using a cloth fabric bag with the wash machine can protect the costumes as well. With regard to costumes made of special materials or detailed with too many accessories, these can be cleaned by using a soft cloth or towel by dipping water instead of using the washing machine or vigorously hand washing the costume which might cause damage to such details and accessories.

   

How can I cancel my order?

   

If you change your mind, feel free to send us a cancellation request at any time. However the cancellation is only available if your order is not been processed. Once your order is moved to the “in-progress” status (usually within 24-48 hours after the order is placed), there is no cancellation.

   

Why is there no cancellation once the order is processed?

   

Within 24-48 hours after we receive your order, our design team begins the process to prepare and make your order. This allows us to complete your order with quality and meet the turnaround time. A considerable amount of effort, labor, time, and custom selected materials will be invested to complete the process. And due to the nature of Cosplay, it’s difficult to re-list or resell the item you order. That is for this reason that there are No Cancellations after the order is been processed.

   

What do I do if my order is being processed but I no longer have the need for the item I ordered?

   

If it’s too late for your to cancel the order, you may follow our return/refund policy. If your order is been shipped, you would need to return the unwanted items in accordance with our returns policy (re-listing + shipping cost); if your order has not been shipped yet, you are only responsible for the re-listing fee.

   

Can I exchange for a different item or a different size?

   

The exchange request is only acceptable if either your costume is damaged or mis-sized. Simply contact our Customer Service team, we will direct you where to return the item and how to reimburse the shipping cost.

   

How to process a custom/tailor made order?

   

To get your costume custom made, simply fill out the tailor made request form on the product page, which you can sepecify: Height, Chest, Waist, Hip, Shoulder Width, Sleeve Length, and Weight,

   

Are your cosplay costumes premade sizes?

   

Yes. Sizes are from XX Small all the way to XXX Large. If such costume size cannot be found in the provided size chart, please feel free to choose a preferred size from the tailor made option for a more perfect and specific fit.

   

How long will a custom/tailor made order take?

   

Normally a custom/tailor made order will not take any extra production time since most of costumes are hand made from scratch. Like the regular orders, the customer, upon placing a valid order, would be given 3 to 5 days and these customized orders and requested costumes are made by the professional costume designers. The costume designers will start working on orders at once and immediately when the payment is received. Our standard shipping takes 20-25 business days; the expedited takes 10-15 business days.

   

How long does it take for the tracking number to be available?

   

No more worries. Cosplayshopper.com makes it a point that customers can be able to check the delivery of their costumes. The tracking number will be available and be provided accordingly to customers few days after the package is shipped. Nevertheless, the customer will get a notification email right after the package is shipped. There is always a fast response email and a live chat available to specific queries and Cosplayshopper.com is known for its very fast shipping and delivery services. Products ordered and are shipped and are always given the top and premium priority. CosplayShopper.com, guarantees that the information that the customers will provide will be completely confidential and secured. It is our duty and responsibility to keep all data and information confidential.

   

What if I do not receive my package?

   

If you didn’t receive your package within the Estimated Delivery Date please inform us of your order information, such as tracking number, order number, email address, and so on. After finding out the reasons, we will deal with it according to the related policies. If it is caused by our or logistic company’s fault indeed, we would offer you a full refund or resend the package for free.

If it is because of the factors of the transportation or custom house (detained or returned), and you want a resend, the resend postage should be paid by you. If you would like a refund, the postage we send the package should be deducted from the refund. Though products are for free delivery,if you order ($79.99 up) but actually there's postage cost on us when ship out every order. If it is because of the factors of unclaimed or other factors caused by you, the condition is also the same as above.

Here we also recommend you of choosing registered mail when you want to ensure the package won’t be lost.

   

What if I receive the wrong package or less?

   

If you receive wrong packages or less, please provide our customer service representatives with some proofs, such as the order number, tracking number, the photos of the package, and so on. If it is caused by our or logistic company’s fault, we would return the money for the products that have lacked or mistaken unconditionally. Otherwise, we will send you the rest or the right package again.

   

What if the package is returned?

   

If the package is returned for the reasons of incorrect information left by the customer or rejection or unclaimed, we only return part of the money. If a refund is asked, we would deduct the shipping fee. If you want us to resend the package, you may have to pay the shipping fee again. (The shipping fee is calculated according to the current market price) If you return the package for a refund or exchange, please make it sure that the package meets the following requirements: First of all, the product hasn’t been used, quality problems not included. In addition, there is no quality problem due to abuse or misuse. What’s more, the outer package hasn’t been damaged or contaminated.

   

How to track my order?

   

When your package has been sent out, we will give you a tracking number by email at the same time. You could track your order with this number through the tracking zone on the website.

   

What shipping options are available?:

   

Express mail is totally air transport. You may need to pay extra money to choose it. If you choose it, we will track the order for you and give you the notice of its recent status. Usually it will take 4 to 7 business days for the package to reach North America and 5 to 10 business days to reach South America. High quality product will be suggested to choose this delivery method.

   

Where will my order be shipped from?

   

Most of the products and costumes will be primarily shipped directly from the factory of Cosplay Shopper in Shenzhen, China. Some premade/in stock items will be shipped from the Cosplay Shopper office in New York USA.

   

How long does it take to receive my order?

   

Usually your order will be process once we received your payment, and within 10 to 20 business days you can get your order (depending on the shipping method). If you’ve chosen Expediting shippingl, it may only take 10-15 business days. If you’ve chosen Standard Shipping, it may only take 15-25 business days. Your order would be delivered once after it arrives at the local post office.

   

Is Cosplay Shopper reliable?

   

We certainly believe so. We spend considerable effort on product research, design and production. Hopefully we can offer our customers as many cosplay selection as possible. Also it's customer satisfaction that drives us to keep improving ourselves to meet all the requirements you need! So if you ever have any question or suggestion, please let us know.