Your Satisfaction is Our Mission

At Cosplaynow Shop, we understand that every cosplay transformation matters. Just as we craft authentic costumes to bring your favorite characters to life, we’re committed to ensuring your complete satisfaction with every purchase. If your cosplay gear doesn’t meet your expectations, our flexible returns and exchanges policy is here to help.

Returns & Exchanges Timeline

We accept returns and exchanges within 15 days from the date you receive your items. This gives you plenty of time to ensure your costume fits perfectly and meets your cosplay standards.

Return Conditions

To be eligible for a return or exchange, your item must meet the following conditions:

  • Items must be in original, unworn condition with all tags attached
  • Original packaging must be intact and included
  • No signs of wear, makeup, or alterations
  • All accessories and original components included

⚠️ Non-Returnable Items

For health and safety reasons, the following items cannot be returned or exchanged:

  • Wigs and hair accessories (due to hygiene concerns)
  • Makeup and face paint products
  • Custom-made or altered costumes
  • Intimate apparel and bodysuits
  • Items from final sale or clearance sections

These restrictions help us maintain the quality and safety standards our cosplay community deserves.

Step-by-Step Return Process

Step 1: Submit Your Return Request

Within 15 days of receiving your order, submit a return request using our template below. Send your completed request to: [email protected]

Return Request Template

Subject: Return/Exchange Request – Order #[Your Order Number]

Email Content:

Dear Cosplaynow Shop Team,

I would like to request a [return/exchange] for my order.

Order Information:
• Order Number: [Your Order Number] • Order Date: [Date of Order] • Items to Return: [List items with sizes/colors] • Reason for Return: [Please specify – Size issue, damaged item, wrong item received, etc.]
Preferred Resolution:
□ Full refund
□ Exchange for [specify item and size if different] □ Store credit

I confirm that the items are in original condition with all tags attached and packaging intact.

Contact Information:
• Full Name: [Your Full Name] • Email: [Your Email Address] • Phone: [Your Phone Number]
Thank you for your assistance.
Sincerely,
[Your Name]

Step 2: Wait for Authorization

Our customer service team will review your request within 1-2 business days and email you a Return Authorization Number and shipping instructions.

Step 3: Ship Your Return

Package your items securely with the original packaging and include the Return Authorization Number clearly on the outside of the package. Ship to:

Cosplaynow Shop Returns
82 Parkes Road
Melbourne, AU 3000
Australia

Step 4: Processing & Refund

Once we receive and inspect your returned items (typically 3-5 business days after arrival), we’ll process your refund or exchange.

Refund Information

Refund Timeline

  • Credit Card Payments: 5-10 business days to appear on your statement
  • PayPal Payments: 3-5 business days to process
  • Other Payment Methods: 7-14 business days for processing

What’s Refunded

  • Full cost of returned items
  • Original shipping fees (if entire order is returned)

What’s Not Refunded

  • Return shipping costs (customer responsibility)
  • Original shipping fees on partial returns

Exchange Process

For exchanges, we’ll ship your replacement item once we receive and process your return. If the exchange item costs more, we’ll invoice you for the difference. If it costs less, we’ll refund the difference.

📦 Shipping Costs for Returns

Customers are responsible for return shipping costs unless the return is due to our error (wrong item sent, defective product). We recommend using a trackable shipping service and purchasing shipping insurance for valuable cosplay items.

International Returns

As we serve cosplayers globally (excluding certain Asian and remote regions), international returns follow the same process. Please note:

  • Return shipping costs are the customer’s responsibility
  • Customs fees and import duties are non-refundable
  • Return processing may take additional time for international shipments

Damaged or Defective Items

If you receive a damaged or defective item, contact us immediately at [email protected] with photos of the damage. We’ll arrange a replacement at no additional cost and provide a prepaid return label if needed.

Need Help?

Our cosplay-loving customer service team is here to assist you!

Email: [email protected]
Response Time: 1-2 business days
Address: 82 Parkes Road, Melbourne, AU 3000

We’re committed to resolving any issues quickly because your cosplay transformation journey is important to us!

Thank you for choosing Cosplaynow Shop – where every costume tells a story, and every customer deserves exceptional service!