CUSTOMER CARE

Below you'll find answers to the questions we get asked the most about our products and services.
 If we missed your question, simply send us a message and our Support Team will get right back to you!

GENERAL QUESTIONS


When should I place my order?

In order to provide custom-sizing services, we make manyof our costumes and props to order.
This means that your costume must be sew and made before they can ship out. 

Because of this, we recommend placing your order 1 - 2 month prior toyour event date.
We keep a small inventory of in-stock costumes in standard sizes for fast ship, contact us directly for our current availability.

Keep in mind that production times can increase during our busy season (May - November),so please plan accordingly.

Below is a breakdown of our production and processing times per item type. 
[Customization request may add to production time)


ITEM
PRODUCTION
SHIPPING
Disney Inspired Collection
2-3 Weeks
3-10 Days
Cosplay Costumes
2-4 Weeks
3-10 Days
Wigs
1 Week
3-10 Days
Props 
2-4 Week
3-10 Days
Armors / Custom Commission
1-3 Months
10-25 Days

Sizing & Measurements

You can find our Standard Size Chartand Custom-Sizing guideline HERE

How do I make changes?

Order modification and cancellation is available within 24 hours after placing your order.
After that, your order will be in production and there will be limitationsto changes as well as a 15-35% material cost for cancellation.
Contact our support directly to put in a request.

When will I receive my order?

Once you place an order, it will take us some time to either processor make the requested items before the order ships out to you.
The general guideline is:2-4 weeks production time + 3-10 days shipping

Where is my costume being made?

Our costumes and props are made in China.

We currently have 2 workshop locations in Suzhou and Chongqing, with newpartnerships coming in Southeast Asia by 2021.

We also work with many independent tailors and craftsman from family-owned businessesand come with decades of combined experiences.
They help us expand our services, adding unique experiences such as leather craftingand traditional embroidery to our team.

Each tailor must meet our quality craftsmanship standards and meetswith our leadership team on regular basis to ensure they are on part with our goals.

What is Deadline Date Request?

Deadline Date is your request for when you would like toreceive your order by.

We recommend ordering in advance and choosing a date that is 2-3 weeksbefore your actual event date.
This will give additional time for try on and fitting.

Design Services

We don't offer full design services at this time, so clear reference photosare require for quotes.

We can help complete designs for partial designs, such as reference photothat only show the front of the character.
Additional fees may apply, depending on how complicated the request is.

Design sketch will be share with you, after placing your order and prior to production.

Custom Commission Request

You can put in a request for a free, no-obligation quotefor any custom costume, props and armors that we don't have in the store.
It can be for any Anime/Movie/Game character, mascots, or your own creation.

Quote Request Link

NDA Request

Rush Order Request

PAYMENT & SHIPPING


Payment Methods

We accept all major Credit Cards, Visa Debit,PayPal and PayPal Credit

Split Payment & Financing

Split Payment (50% deposit) is available for custom commissions, armorsand high-detail costumes.
It is not available for in-store costumes at this time.
A financing option via a credible bank will be added by late 2020.

Worldwide Shipping

We ship all of our products worldwide, including but not limitedto the US, Canada, Europe, Australia and UK.

Free Expedited Shipping is included for any in-store orders over $100.
Armors and Props will be ship via EMS Express by default, fasterservices is available for quote by request. (additional charges apply)

Shipping Options & Rates

Currently, our carriers and options are:

EMS Express10-15 DaysPartial Tracking$39.99EMS Express
Oversize Shipment10-25 DaysPartial TrackingBy Quote (for armors)EMS Expres, FedEx
Expedited Shipping5-10 DaysFull TrackingFree over $100
$7.99 under $100
DHL, UPS, FedEx
Priority Express Shipping4-6 DaysFull Tracking$29.99DHL

Shipping Address Change

We work hard to make sure every package is delivered on timeand in good condition.
Therefore, we can only make changes before a shipment leaves our workshop.

Once your order leaves us, we have little controlover FedEx, USPS, DHL, or UPS and changes.
Please watch the tracking status closely and if you need to make changes, contactthe carrier as early as possible.

PO Box & APO Address

Orders shipped to PO Boxes and APO/FPO Addresses are ship via EMS Express only.
Air Expedite services requires signature upon delivery so is unavailable for PO Box & APO/FPO addresses.

Tracking Information

We will send an email once your order has shipped, including a tracking number, so you can follow the package's journey until it arrives at your doorstep.

International Duties & Custom Fees

Selected countries may add on a duties or custom fee charge for Expedited & Priority Expedited services.

When possible, we will also select a tax-inclusive shipping service for your order.

Customer is responsible for any custom or duty fees.
These are determined by the customs agency within the destination country.They are calculated based on the vaule of the order.

Incorrect Address & Shipment Rejections

Once your shipment is handed over to the carrier, the shipping carrier assumes responsibility on the shipment.
We have very little control over carrier, so please make sure requests are submitted before shipment.

If your shipment is returned to us at your request, we will hold on to itfor 2 weeks to give you time to contact us.

Please keep in mind that you will be responsible for shipping charges, includingand not limited to duties and custom fees.

We are not responsible for losts due to incorrect shipping addressor rejection of packages.
Please keep in mind that when you reject a package, you may also be givingthe carrier rights to destroy the package.

Lost & Damaged Shipments

The shipping carrier is fully responsible for lost or stock packages.
If this happens, please contact the shipping carrier right away with yourtracking information, then reach out to us so we can follow up on our end as well.
If your package arrives damaged, please keep all original shipping packages, photo documenteverything you can and contact us immediately.

RETURN, EXCHANGE & REPLACEMENTS


What is Cosrea's Return & Exchange Policy?

We understand that sometimes a order is just not quite right and that's whywe offer a easy Return & Exchange option for your order.

Standard Orders are available for return or exchange within 14 days of delivery.
Custom Orders are not available for standard return and exchange; remake and replacement option available by request. (additional fees may incurred)

The following items are not eligible for returns:
Custom Size Costumes 

Wigs 

Shoes 

FabricsReady To Ship & Final Sale Items 

Armors

Custom Commission Orders

All items must be returned in original condition, unaltered, unworn, with tags attached.
We encourage you to unpack your items and try them on, but please bear in mind thatthey have to be return to us without any visible stain, perfume or signs of use.

Exchange with a different costume is available by request.

For more information, please read our guidelines below.

For standard orders

Costumes in standard sizes with no customization requests can be returnfor a exchange or refund within 14 days of delivery. 


Customer is responsible for return shipping and making sure the itemis return to us in original condition.
Signs of stain, perfume or visible use will disqualify the return request.

Once the refund has been processed, the funds will be credited backto your original bank account or online payment account.
Shipping and rush fees are non-refundable for any reasons.
Please note it may take your financial institution additional 2-5 days to process. 

For custom orders

Custom orders cannot be returned as they are made to the measurements providedand made for you.
Remakes and replacement options are available for costumes with measurement errorsor damages, contact our support for more information.

Taking & Sharing Verification Photos

Verification photos are required and they help us find and understandany errors and problems quickly.
Please follow our instruction guideline HERE
When taking a photo, make sure the area is well lit and details in the photoscan be read easily.

Processing Time

Refunds are issue within 1-3 business days upon receiving the return order.

We do our very best to make sure the final inspection is done quickly and that your refund is issue out in a timely manner.

Once your request is confirm, we will send you a confirmation Email immediately after.

Exchange & Replacement requests usually starts right as we confirm the new order detail. And a production time frame will be quoted for you at the time of the start of the order.

Return Shipment & Material Fees

Customer may be responsible for return shipment postage on standard return requests.
Currently, we're only able to offer prepaid postage for customers in the US.

Original shipping and related charges are non-refundable.
Cancellation for orders already in production will have a 15-35% material cost deduction.
Custom orders with exception approval for return will have the full shipping charge deducted (per waybill receipt)with a restocking charge of up to 35%**. (determine per case basis)
Returns of 4 or more costumes in an order will be subject to a 10% restocking fee, whichwill automatically be deducted from the refund.

All noted fees above are on per case basis and may be waive in special cases.

Future Replacement

Discounted replacements are always available for your order by request.

Case By Case Promise

We understand that not all situations are the same and therefore, we will evaluate each request base on case-by-case.
Our goal is to listen and to help; therefore, you have our promise that no matter the situation, we are here until everything is taken care of for you.

PARTNER, SPONSORSHIP & DISCOUNT


Charity Work, Business Discount

We give our full support to all charity work and businessesand we are happy to offer discounts by request.
To submit a request, contact us with your information and items you wouldlike to purchase.

Wholesale & Multiple Items Discount

Wholesale and multiple items purchase discountsare available for both individual and businesses.
Same applies to both custom commission ordersand regular in-store orders. 

To submit a request, contact us with your informationand items list, and our team will reach out to you to set up the offer.

Partner & Dropship

Partnership via wholesale and dropship are available by request.
For more information, please contact us with your business informationand the type of partnership you are looking for.

Sponsorship

April 2020 Update:Sponsorship is temporarily closed as we give full priority to current orders.We look forward to reopening the program by late 2020.