FAQ

Customer Help

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Common purchase queries answered

Orders and Shipping

In certain circumstances, some country may charge custom taxes for the purchase from other countries. Please kindly note that buyer should be responsible for Custom Tax of his/her country, thanks for your understanding.

Please check the sizes carefully before you place an order. If it doesn’t fit you well, custom made is accepted without extra cost. To get your costume custom made, simply contact us and provide us with your accurate measurements.

Total Delivery Date is based on the time it will take to tailor your costumes/made to order + the time is taken for the finished item to be shipped to you.

Total Delivery Date = Processing Time + Shipping Time

Processing Time = 7 – 12 Days
Free Shipping Time = 10 – 18 Days
Express Shipping Time = 3-7 Days

If you didn’t receive your package within the Estimated Delivery Date please inform us of your order information, such as tracking number, order number, email address, and so on. After finding out the reasons, we will deal with it according to the related policies.

 

If it is caused by us or our logistic company, we would offer you a full refund or resend the package for free. If it is because of the factors of the transportation or custom house (detained or returned), and you want a resend, the resend postage should be paid by you. 

 

If you would like a refund, the postage expense should be deducted from the refund. Though products are for free delivery if you order ( above $79.99) but actually there’s postage cost on us when shipping out every order. 

 

Therefore, we recommend you to choose registered mail if you want to ensure the package won’t be lost.

Unquestionably Yes. We spend considerable effort on product research, design, and production. Hopefully, we can offer our customers as many cosplay selection as possible. Also, it’s customer satisfaction that drives us to keep improving ourselves to meet all the requirements you need! So if you ever have any question or suggestion, please let us know.

Each of our items is made to order, which will take a processing time, for the costumes, whether you choose a standard size or give us your custom measurements, all our costumes are personally tailored for you from scratch. Generally speaking, the processing time will take 7-12 days.

Free Shipping         =  10 – 18 days
Express Shipping  = 3 – 7 days

When your package has been sent out, we will provide you a tracking number by email at the same time. You could track your order with this number through the tracking page on our website

We ship all orders to the address provided by the customer. Customers are responsible for submitting the correct and all the required address information. In the event that a buyer has entered incorrect shipping information or incomplete information during the checkout process, Squinoo will not be responsible for any additional charges to reship or retrieve a package.

If you change your mind, feel free to send us a cancellation request at any time. However, the cancellation is only available if your order is not been processed. Once your order is moved to the “in-progress” status (usually within 24-48 hours after the order is placed), there is no cancellation.

 

For wigs, accessories and other ready shipping items, we usually send after 1-3 days after your purchase, we will give our best efforts to locate the package and make any necessary changes. If the order is already shipped, or cannot be located in the shipping containers, Squinoo will not be responsible for any additional costs added to correct the order.

Within 24-48 hours after we receive your order, our design team begins the process to prepare and make your order. This allows us to complete your order with quality and meet the turnaround time. A considerable amount of effort, labor, time, and custom selected materials will be invested to complete the process. And due to the nature of Cosplay, it’s difficult to re-list or resell the item you order. That is for this reason that there are No Cancellations after the order is processed.

If you need to swap an item

Returns and Exchanges

If the item you received is not the one you ordered, please send us the clear pictures of the item, the waybill, the list of items in the package, so that we can verify the situation for you. Please don’t worry, we will provide you with the best solution.

You need to contact us within 24 Hours in case the product you received is defective, some items missing from the package or if the size is different from what you’ve opted. Provide us visual proof (images or video clip) of the product through an email with the tracking number and order number and we will arrange a new shipment for you with no additional cost.

 

Especially for the wrong size costume, once the error is confirmed from our side a new costume will be tailored immediately with the right size for free(1-2 inches difference will be acceptable and 1-2 inches difference is normal).

 

 In case the issue is because of the wrong size provided by the buyer, Squinoo will not be held responsible for this, however, a 10% discount will be offered to the buyer in case he/she wants to make re-order with the revised size. The buyer needs to send the costume back to us at their own expense.

 

Please take note that this is only for the buyers’ who have opted for customized size.

 

The following items Are Excluded from Return or Exchange Policy:

 

  • Costumes/Wigs that have been used or washed
  • Costumes/Wigs that smell of cigarette smoke or perfume
  • Costumes/ Wigs with stain
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