FAQ

About processing time:

1.The processing time is not included in the shipping time. The total time it will take to receive your order is the processing time + the shipping time.

2.In orders with more than one item, the processing time will be based on the item with the longest processing time.

3.Customized items is MADE-TO-ORDER and PROCESSING TIME is about 15 to 20 business days. Once the order of customized item is placed, it can be cancelled within 24 hours free of charge. If production has started, there is NO CANCELLATION,NO ALTERATION, NO RETURN to the order.

 

About return&exchange:

  • Time

If for any reason you are dissatisfied with any item(s) purchased from RoleCosplays.com, simply contact our email rolecosplay01@gmail.com.You can return the product, unused and unworn, within 15 days after receiving the delivery.

  • Returnable&Exchangeable Items

1. Faulty items damaged/broken or soiled upon arrival.
2. Items received in the incorrect size/color.

  • Non-Returnable&Non-Exchangeable Items

1. Items outside the 15 days warranty time-frame.
2. All custom-made items can not be returned or exchanged.
3. If you return part of the costumes, the payment can not be refunded.
4. Worn, used or altered items can not be returned.
5. The clearance items can not be returned for a refund.

  • Return Shipping Cost

The customer need to undertake the return fee.The specific return fee needs the customer to contact the local post office to calculate.

  • Return Process

1. If your item is returnable (see above), pls contact rolecosplay01@gmail.com , provide the following info:
        ·Order number
        ·SKU number or product name
        ·Reason for return
2. Our customer service team will respond to your request within 48 hours and provide you with our return address.
3. Please return the item according to our instructions and send us return proof in the form of the tracking number and a valid return receipt.
4. Once we have received the returned item(s), we will email you and arrange an exchange or a refund within a week.

  • Note

1. As for the replacement, we will send you the new set again free of shipping fee.
2. The return process may cause transportation risks and customs clearance problems. Once problems occur, we cannot handle the return process normally. Please consider carefully before refunding/exchanging.

 

About Tax:

Your order may be subject to import duties and taxes, which are levied once your package reaches your country. We always declare a low value on the package to avoid or lower the tax. (You can ask us to provide an invoice paper if you need.) If you don't need us declare a low value. Pls contact us before the shippment. If the parcel is shipped out, RoleCosplay is NOT responsible for any duties and taxes. For more information regarding custom policies, please contact your country's local customs office.

 

About Force Majeure delays:

Here at RoleCosplay, we make the utmost effort to get orders delivered on time as promised. However, we cannot provide shipping refunds in the case of national crises, holidays, natural disasters, carrier delays or other circumstances where the delay is beyond our control.

 

More question:

If you still need help,You can contact us via email rolecosplay01@gmail.com or DM us on IG.