Refund & Return Policy

Last Updated: May 2026

At ZEY COSTUME, customer satisfaction is important to us. We strive to provide high-quality cosplay costumes and reliable customer service.

Please review our return and refund policy carefully before placing an order.

Return Eligibility

Customers may request a return within 30 days of receiving their order if:

  • The item arrives damaged.

  • The item received is incorrect.

  • The item has a manufacturing defect.

  • The item is significantly different from the product description.

To be eligible for a return, the item must:

  • Be unused and unworn.

  • Be in its original condition.

  • Include all original accessories and packaging.

Non-Returnable Items

Due to the custom-made nature of many cosplay costumes, the following items are generally not eligible for return:

  • Custom-sized products made according to customer measurements.

  • Customized or personalized products.

  • Items altered at the customer’s request.

  • Items damaged due to improper use by the customer.

However, if a custom-made item arrives damaged, defective, or significantly different from the order, please contact us and we will work with you to find an appropriate solution.

Damaged or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us within 7 days of delivery.

Please include:

  • Order number

  • Description of the issue

  • Clear photos of the product

  • Photos of the packaging (if applicable)

Our support team will review the claim and respond as quickly as possible.

Return Process

To initiate a return request:

Step 1:
Contact our customer service team.

Step 2:
Provide your order number and reason for the return.

Step 3:
Wait for return authorization and instructions.

Please do not return items without contacting us first.

Unauthorized returns may not be accepted.

Refunds

Once the returned item is received and inspected, we will notify you regarding the status of your refund.

If approved, refunds will be issued to the original payment method used during checkout.

Refund processing times may vary depending on your payment provider and financial institution.

Typical processing time:
5–10 Business Days

Shipping Costs

Original shipping charges are generally non-refundable unless:

  • We shipped the wrong item.

  • The item arrived damaged.

  • The item has a verified manufacturing defect.

Customers are responsible for return shipping costs unless the return is due to our error.

Order Cancellation

Orders may be canceled before production begins.

If production has not started, customers may receive a full refund.

If production has already started, cancellation requests may be subject to partial charges based on materials, labor, and production progress.

Once an order has been shipped, it can no longer be canceled.

Exchanges

If you receive a defective or incorrect item, we may offer:

  • Replacement parts

  • Product replacement

  • Exchange

  • Refund

The appropriate solution will depend on the specific situation.

Contact Information

If you have any questions regarding returns or refunds, please contact us:

Company Name:
ZEY COSTUME

Email:
support@zeycostume.com

Phone:
+86 XXXXXXXX

Business Hours:
Monday – Friday
09:00 AM – 06:00 PM (GMT+8)

Response Time:
Within 24 Business Hours

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