Refund & Return 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 right to return the costume(es) to get a refund. We also will check each order before we arrange shipment.

Measures user need to take

Step 1: Please contact our customer service by email hello@hicostume.com within 30 days of receiving your package, describing the problem you encountered and providing a few clear photos of the product you received. Our customer service will decide whether we can provide a return/exchange service based on the information you provide.

Step 2: If it is confirmed that the product can be returned, our customer service will inform you of the return address and details of other return requirements. Please return the product in its original condition within two weeks of delivery. Delivery must be by air mail provided by the local post office. And we are not responsible for the return freight that the customer has to bear.

Step 3: Upon receipt and inspection of items to be returned in their original condition, we will arrange refund or replacement within 3 working days (excluding weekends and holidays).

Applicable conditions for returns and refunds

1.Defective/Missing items/Size is different from our website size chart.

Customers should contact us within a week of delivery of items and email us photos to support the claims if you find the package missing item(s) and costume with the wrong size. We can arrange a new shipment of the missing items for free. Especially for Wrong size costumes, once confirmed the error occurred in our side, we will make a new one free (the 1-2 inches difference will be acceptable and 1-2 inches difference is normal); if this caused by the wrong measurements customer provided, Hicostume are not responsible for this, if the customer wants to order a new one, we can offer the best discount for the new order, in this situation if size revision needed, customers 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 and exchange for the item we didn't make wrong, but if the size is really different from your measurements, we will make a new one free for the wrong parts. (this only provide for people who choice customize the size, people email us the measurements will not available for this policy)

Following Items Excluded From Returning or Exchanging,

The item that have been used or washed.
The item that smells of cigarette smoke or perfume
Item with stains

Important:

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 the online delivery tracking number.
3. The refunds will be returned back to you in 3 days after we accept your return request, the refund will be returned back to your account after 24 hours after we proceed the refunds.

2.Order Cancellation

All products ordered from us can be canceled within 24 hours free of charge, but orders canceled after that are subject to a handling fee equaling 50% of the item price.
If it's been more than several days since your purchase, or if we have already shipped your item, you'll need to wait until you receive the item and then start a return request.
The following reasons are COVERED by our Return/Refund Policy. (Within 30 days of receipt)

if we make it arrived wrong item/color. Hicostume.com will provide a new one for free.
It arrived damaged or in defective quality. Hicostume.com will provide a new one for free.
If we make it in the wrong size. Hicostume.com will provide a new one for free.
It arrived with missing parts. Hicostume.com will provide a new one for free.
Products are totally different from description. Please notice a little different of color between photos and actual products couldn’t be avoid. Refund or return service can’t be allowed in this case.
Packages were get lost in transit after being confirmed with the shipping company. Hicostume.com will provide a new one for free.
The following reasons are NOT covered by our Return/Refund Policy.

Products were made in the wrong size due to customers providing the wrong sizes. In this case, customer has the option to keep the origin products and purchase a new one with a big discount.
Worn, used, stained, trimmed wigs, altered items cannot be returned or exchanged.
Products were destroyed or returned due to failure to sign for receipt in time, If you return the item used, damaged, missing parts, or if it gets damaged during return shipping
Outside of 30 days of receipt.
Products not delivered successfully because of customers providing wrong address, wrong phone number or any unfriendly action delayed

3.Wrong Delivery Address/ upgrade the shipping method

Hicostume.com 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.

Hicostume.com is not responsible for any additional charges needed to reship or retrieve a package. The shipping fee depend on which shipping method you choose. If you want to upgrade to UPS/FedEx, customers need to pay the extra shipping fee to our Paypal hello@hicostume.com account immediately.

The time period for accepting returns

If you need a refund or return service, you should contact us (e-mail or telephone) within 7 days after the delivery of the goods and send us the photos by e-mail to start the refund or return service.

How long the user will receive refund？

If you have received the package we shipped to you, you need to return the package you received to us, and you need to bear the returned freight. After we receive the package you shipped back to us, we will check whether the clothes will affect the second sales. If it does not affect the continued sales, we will return your money to your PayPal within 3 days.

If you apply for a refund before we ship, we will return your money to your PayPal account within 3 days

Who pays the return shipping cost？

If we (Hicostume) ship the wrong size or the product you need, we will pay the returned freight. However, if the consumer buys the wrong clothes or products of the wrong size, the consumer needs to bear the freight returned to us(Hicostume)

About Address:

Our return and exchange address and contact us hello@hicostume.com
Please enter the value of the returned item as 20 USD and use EMS Express! Prevent Chinese customs from withholding the goods!

EMS Express Link https://www.ems.post/en/contact-us

EMS Express Phone number (+1 800) 222 1811 for USA

EMS Express Phone number +44 207 806 7431 for UK

(For more helps about returns/exchange and refunds you can get contact with our customer service department: Contact Us)

For the above policies we reserve the right of final explanation.