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 Cosrea Cosplay's Return, Exchange & Replacement Guideline - 

2017 Update:
To offer convenient return options for all customers, some hub points are simple receiving locations only.
Therefore, to help us process your return and request promptly, we ask that you:
1. Mark your package with correct sender information
2. Use a register mail service with full tracking only
3. Notify us of the tracking information as soon as it is available

Thank you so much!
 


We do understand that sometimes the purchase is just not quite the way you would like it.
Therefore, Cosrea offers a complete Return, Exchange & Replacement policy.

You will find a complete guideline as well as full instruction information below on how to provide the information we will need, our requirement and how to get your request started.
If you have any questions or may not be sure on any steps, simply send us a message and our support team would gladly guide you through it!
Send us a message here

Once you have read through the instruction below, gathered the information we require and is ready to submit your request, you can fill out the form below:
Return & Exchange Request Form

Once we receive your request, our support team will get back to you promptly and assist with the request in a timely manner.

It is our goal to make sure you are satisfy and happy with your purchase, therefore, please don't hesitate to contact us if you have any concerns or questions regarding your purchase. We are here to help!

We thank you in advance for giving us the opportunity to properly address any problems and we promise we will do our very best to make it right for you.

2017 Update Requests:
1 - All packages are require to be send through a register service with a valid tracking number.

2 - Your name and address must be clearly stated on the front of the packaging.
Either on your shipping label or mark using a marker pen.

3 - For fast processing, we ask our customers to reply with the tracking number and link as soon as available.
So our team can make sure your package is received and request complete promptly.

4 - Cosrea reserves the right to reject a request if the return is received in a non-acceptable condition.
Visible issues such as stains, dirt, odor, heavy perfume, tear or damages may all be reasons for rejection.

Our workshop frequently donates costumes and dresses returned in new condition to various non-profit charities to support good causes.
And we thank our customers for their support by making sure their return is in the condition we ask.

If you have any questions for the 2 requirements above, please contact our support team and we would be glad to help!

Time Frame - 

We require that all Return, Exchange & Replacement request must be receive within 2-3 days upon package delivery.

Once you receive the instructions, we require the package to be send and return within 7-14 days.

Refunds are issue within 1-2 business days upon receiving the return package.

Refunds are issue directly to your original payment method.

Your bank may require additional processing time, usually within 3-5 days before the refund credit is updated and post to your latest statement.

Exchanges or replacement pieces will require production time but will be prioritize and ship via standard service.

Replacement & Missing Item -

If your package arrived damaged or with missing items, please contact us immediately and follow the steps below to provide us with the require information.

Instructions - 

1) Contact us immediately if your order arrived damaged or with missing item.

2) Send us a description of what was received, condition of the package if it was damaged and what is missing.

3) Send us photos of what you received with the original packaging.

4) Send us a photo of a close up on the shipping label on the front of the packaging.

5) Keep the damage item safely as we may send you a prepaid label to return it back to us.

Once we complete verification, we will have a replacement send out to you as quickly as possible.
All shipping costs will be fully cover by us and your replacement order will be prioritize for the fastest completion possible.

Cancellation & Order Change Request - 

To make sure your order gets to you as quickly as possible, we begin production within 12-24 hours upon receiving your order confirmation.

You can request for changes to your order within the first 24-48 hours.

Fabric option, additional custom requests and any detail change request must be submitted within 48 hours.

Measurement and sizing change request must be submitted within 24 hours.

Once production begin, we will only be able to accommodate selective change requests. Contact our support team, let us know what you may need and we will do our very best to assist!
Cancellation requests are available within that time frame, before production starts.
Custom sizing orders would not be able to be cancel once production begins.

Standard orders will require a restocking charge upon cancellation.
Fees are as follow -
- Costume $12.99
- Wig - $3.99
- Prop & Armor - $29.99

Lost Package - 

All of our packages are fully insured with signature requirement through the shipping courier.

If you suspect your package may be missing or lost, please contact our support team right away and we will guide you through the steps on how to file for a lost item claim through the courier.
And will also assist with a replacement order. 

Exchange Request - 

Exchange request is available for any costumes of in store sizing with no added customization option and meets the requirements below.

Requirements - 

1) Exchanges are only available for standard, preset store size costumes.

2) Item must be in brand new and never worn condition with all accessories, as well as original shipping packaging.

3) Exchange costume can be request in custom sizing.

4) Return costume must be send out and return to us within 7-14 days. Return shipping will be cover by the customer.

5) Exchange order will be ship through our standard shipping service. Expedite service can be purchase and added for faster delivery.

Return Request - 

Return request is available for any costumes of in store sizing with no added customization option and meets the requirements below.

Requirements - 

1) Returns are only available for standard, preset store size costumes.

2) Item must be in brand new, never worn and undamaged condition with all accessories, as well as original shipping packaging.

3) Item should show no signs of wear including stain or perfumed.

4) Return costume must be send out and return to us within 7-14 days. Customer will be responsible for return shipping.

5) $16.99 will be deducted from orders with Free Shipping.

6) Orders with customization options will not be eligible for return request.

Cosrea reserves the right to deny a refund if the item does not meet our Return Policy Requirement.

Custom Orders - 

Custom commission orders or orders with added customization options are not available for direct return, but may be eligible for a exchange or replacement depending on the reason for the request.

For example:
1) - Order arrived damaged, defective or with missing accessories.
2) - Custom sizing order arrive with measurements errors that is over the 3-5CM conversion room of error.
3) - You might have submitted the wrong measurements or information and need to request for a discount replacement.

Remember, our goal is help verify the issues and the reasons for the request and work with you on finding a satisfying solution to the problem.

Please follow the instructions below and reach out to us with a description of reasoning and any supporting documents.
And our team will reach back promptly and assist in any way we can.

Photo Guideline - 

As all of our costumes and dresses are custom handmade when order, most also with customer's add on requests such as custom sizing.

In order for us to understand and verify the problems, we will need your help to provide us with a accurate description and supporting photos.

Please take a minute and read through the instruction below then follow the steps to take the photos requested for.

It is very important that the information are provided as requested below.
It helps us see and pinpoint the problems quickly.
If you have any questions or is not sure on how to complete a step, please contact us and our team would be happy to guide you through it!

Photographs Required:
1 - Photo of the content received as well as original packaging, close up on the label.

2 - Lay the costume on a flat surface, with the back closure (ex: zipper, buttons) close.

3 - Measuring tape over the problem circumference area (ex: chest or waist circumference) showing a clear WIDTH measurement, front and back.

4 - First photo needs to show a complete view of the problem area, with all sides clearly visible.

5 - Please make sure there is no gap in between the starting point and ending point of the tape.

6 - Please make sure the dress is not bundle up and is lay out flat during this process. 

Custom Options
1 - For lace tie / zipper verification, a picture of the back of the dress.

2 - For boning verification:
- Picture showing the underside of the bodice area.- Picture of the bodice folding downward.
This would be folding the top of the dress into the body of the dress. 

Damage/Defect
1 - Photo of the content received as well as original packaging, close up on the label.
2 - Photo of the damage exterior packaging.
3 - Photo of any damage interior content or interior packaging. 

Finally, any additional photos that can help us understand where the problem is would also be very helpful to us!

Example Photos -