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 Cosgalaxy 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 7 days of delivery of items and email us photos to support the claims if you find the package missing item(s) and costume with wrong size. We can arrange new shipment of the missing items for free. Especially for Wrong size, once confirmed the error occured in ourside, 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, We are not responsible for this, buyers will be charged for a new one at 10% discount off, in this situation if size revision needed, buyers 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 for customize costume, but if the size really different of your measurements, we will make a new one free.(this only provide for people who choice customize size, people email us the measurements will not available for this policy)
We accept refunds for accessories and wigs. Returns must be made within 7 days of receiving orders. We will offer 100% refund only of products which are defected, or sent by mistake. If you found package damage, can refuse to accept.
Following Items Excluded From Returning or Exchanging,
Item that have been used or washed.
Item that smell of cigarette smoke or perfume
Item with stains
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 online delivery tracking number.
All costumes from hellocos made in your own size, please check your order carefully before submitting. We will send a confirmation email after you place an order. In the event that a mistake has been made on a processed order, please email us in 24 hours after your submitting, Order Cancellations or Changing only works in this time frame. Cause Our tailor will start customizing the costume for you within 24 hours after receiving your payment.
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, hellocos will not be responsible for any additional costs added to correct the order.
3.Wrong Delivery Address/ upgrade the shipping method
Hellocos 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.