Shipping Policy & Returns
Most of cosplay costumes shown on novacosplay.com are ready-to-ship. We aim to offer you costumes with ideal similarities to styles in original anime or video games.
Please stay alert to the email from our customer service, and we will contact you if there’s any shipping issue with your order. If your estimated delivery date has passed and you still have ‘t received your order, please contact our customer service for help.
You are strongly suggested to place your order at least 2-3 weeks before you need to receive.
It is necessary to keep in contact with the customer service department: [email protected] all the time, we’ll contact you by email if there’s any shipping issue on your order.
PS: Please note that shipping via the couriers like DHL is fast but you will need to pay tax due to your country’s customs policy.
For more shipping details, please check the following table.
ECONOMY EXPRESS STANDARD
USA 10-16 business day 4-6 business day 5-7 business day
UK 7-11 business day 5-7 business day 6-10 business day
CA 18-25 business day 5-7 business day /
AU / 5-7 business day 12-18 business day
DE 7-11 business day 5-7 business day 6-10 business day
FR 7-11 business day 5-7 business day 6-10 business dayAll of our orders are shipped via YunExpress, Post Office,DHL, Fedex and other carriers depending on your location and shipping way you choose.
Returning for replacement or refund
We accept returning for replacement or refund within 5 days after you receive the costumes, dresses, wigs or shoes. The cost on the merchandise will be totally refunded on condition that the item is still new and in good condition. But the original shipping cost is not refundable. Please follow the steps below to process your return:
Step1: please contact our customer service: [email protected],showing item(s) you would like to return and the reason, then we will determine whether your merchandise can be returned for a replacement or refund according to the return policy.
Step2: If it is confirmed that the merchandise can be returned, our customer service will inform you of the return address and the following operation process(reffering to the return address, please contact our customer service: [email protected] to get the details and follow the return instructions.).
Step3: After receiving and checking the merchandise,the refund will be processed within 3-5 working days (weekend excluded).
About shipping fee: under normal circumstances, the shipping cost of the return is paid by the customer, and we bear the shipping cost of the replacement. Please note, if the customer returns the merchandise without negotiation, we will not bear any cost.
We do not charge extra fees for the return or exchange. The customer has to return back the item at his or her cost. We will ship the exchanged item to the customer at our cost, if the customer returns it back for an exchange. Please contact our customer service for the returning address and RMA number. Please note that you can only get a refund with the RMA number in the returned package. We’re not responsible for your returning to the wrong address or dealing with packages without RMA number.
Here are cases in which you can return the merchandise for a replacement or refund:
1: Faulty or wrong item(s). If the merchandise is defective or destroyed during shipping, we can exchange the item for you. Or just send the item back to us. We will refund you once receiving the returned parcel.
2: Wrong size. While placing the order, you can directly choose the size or send us your measurement. Always make sure you select the right size. We will make the suit strictly according to the received size information. If we make the suit in a wrong size, we can exchange or refund the payment of the order to you.
3: Wrong color. If the received merchandise is made in a color which is completely different from the color you choose, just contact the Customer Service Department: [email protected] for refunding or replacing. However, pay attention to this: The item can not be the same as the image. There may be little color difference when you see the suit on different display screens. Dissatisfaction caused by this can not be returned. But we promise all suits are made according to what you see on our site. They are 95%-99% most like the images. And we offer modifications on all merchandises. Rest assured please.
4: If you plan to return the merchandise, please make sure it has never been used, worn, altered and there aren’t missing items. The original package, garment tag and tracking number are must-have items for you to receive the refund. Thus, be careful while checking all details on the merchandise please.
Please return the costumes back with a shipping number.
Following are conditions on which return is not accepted:
!!Special Sale items can not be returned for refund
1: All custom-made items can not be returned.
2: If you return part of the costumes, the payment can not be refunded.
3: Worn, used, stained, animal hair attached or altered items can not be returned.
4: Undergarments, socks and stocking can not be returned.
5: Items for one time wear or indoor use like shoe covers, boots tops, costume shoes, etc can not be returned.
6: Unauthorized refusal packages will be charged 15% of the total cost on the order as restocking fee. Also, this makes sense in the case that you forget to sign the package and the parcel is returned back to us.
7. The clearance items can not be returned for a refund.
The Product Department will begin to prepare the order for you in 48 hours after receiving your order. Thus, make sure to cancel your order within 24 hours. If the package has been processed, you will not be able to cancel it. If you are determined to cancel the order when we are processing the costume, we can not refund the full payment of the order to you.