Order Cancellation Policy

At Coscrew, cosplay costumes, props, and accessories may involve complex designs, specialized materials, and detailed production processes. Preparing an order can require material sourcing, cutting, component preparation, and other work before the actual assembly begins.

For made-to-order cosplay products, these preparations may start shortly after an order is placed and can involve substantial material and labor costs. Once these preparations or production activities have started, cancelling an order may result in significant losses.

Please read our cancellation policy carefully before placing your order.

1. Cancellation Within 24 Hours

You may request to cancel your order within 24 hours after payment confirmation for a full refund.

Please email us at support@coscrew.com with your order number and cancellation request as soon as possible.

The 24-hour period is calculated from the time your payment is confirmed.

2. Cancellation After 24 Hours

Cancellation requests submitted more than 24 hours after payment confirmation are generally not accepted.

This is because materials may already have been sourced, prepared, or allocated to your order, and production arrangements may already be underway. These activities can involve substantial costs, particularly for complex cosplay costumes.

If you need to cancel after the 24-hour period, please contact us as soon as possible. We will review the status of your order, but we cannot guarantee that cancellation will be possible.

Once materials have been specifically prepared or allocated, or production has started, the order cannot be cancelled, except where cancellation or a refund is required by applicable law.

3. Order Changes

If you need to change your shipping address, contact information, size, or other order details, please contact us within 24 hours after payment confirmation.

We will do our best to accommodate your request before materials are prepared or production begins. Changes requested after this period may not be possible.

Please carefully check your recipient name, shipping address, phone number, selected size, and product options before completing your purchase.

4. Payment Processing and Refunds

For eligible cancellations within the 24-hour period, we will issue a full refund to the original payment method.

Refund processing times may vary depending on your payment provider or bank.

5. Items That Become Unavailable

Occasionally, an item may become unavailable due to stock or material supply issues.

If we cannot fulfill your order, we will contact you by email to discuss the available options.

If we request information or confirmation from you and do not receive a response within 48 hours after our email is sent, we may cancel the affected order and issue a refund to the original payment method.

6. Important Notice

This policy applies to clothing, shoes, wigs, props, and other accessories purchased from Coscrew.

Nothing in this policy limits any mandatory cancellation, withdrawal, refund, or other consumer rights that may apply under the laws of your country or region.

For cancellation requests or questions, please contact:

Email: support@coscrew.com

Returns & Refunds Policy

At Coscrew, we want you to be satisfied with your purchase. Please review our return and exchange policy below before placing an order.

1. Return and Exchange Eligibility

We accept return and exchange requests within 14 days of receiving your order, subject to the conditions below.

To be eligible for a return or exchange, the item must be:

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  Unworn, unused, and unwashed.
  
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  In its original condition, with all original tags attached.
  
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  Returned with its original packaging and accessories.
  
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  Accompanied by proof of purchase.
  

Standard-size products are eligible for return or exchange, including products manufactured after an order is placed. The fact that a product is made after ordering does not, by itself, make it a non-returnable custom product.

The following products are generally not eligible for change-of-mind returns or exchanges:

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  Products made according to a customer's individual measurements.
  
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  Products with special sizing or cutting specifically requested by the customer.
  
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  Products made with other personalized specifications or customization requirements requested by the customer.
  

These exclusions do not affect any mandatory rights you may have under applicable consumer protection laws, including rights relating to defective, damaged, or incorrectly supplied products.

2. How to Request a Return or Exchange

Please contact us at support@coscrew.com before sending any item back.

Include the following information:

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  Your order number.
  
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  The reason for your return or exchange.
  
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  At least three clear photos if you are reporting a defect, damage, or an incorrect item.
  

Please wait for our approval and return instructions before shipping anything back. Unauthorized returns may not be accepted.

Once your return is approved, please send the item within 14 days of receiving our return authorization.

3. Returns for Incorrect Size or Other Personal Reasons

We understand that customers may occasionally select the wrong size or change their minds after receiving an item. We accept eligible returns and exchanges for these reasons, provided the item meets the return conditions in Section 1.

For returns or exchanges due to incorrect size, change of mind, or other reasons not caused by a product defect or our error:

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  The original shipping fee paid for sending the order to you is non-refundable.
  
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  You are responsible for the return shipping costs.
  
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  You are also responsible for any customs duties, taxes, or customs handling fees incurred during the return process.
  
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  If an exchange requires another shipment, the applicable shipping costs will be confirmed with you.
  

Please check the size chart and product measurements carefully before ordering. If you are unsure about sizing, contact us before placing your order.

4. Defective, Damaged, or Incorrect Products

If your product or any included component arrives defective, damaged, or incorrect, please contact us as soon as possible at support@coscrew.com.

Please provide your order number, a description of the issue, and at least three clear photos showing the problem.

After reviewing the issue, we will arrange an appropriate solution. This may include sending a replacement product or replacement component, depending on the circumstances.

Any mandatory remedies available under applicable consumer protection laws remain unaffected by this policy.

5. Order Cancellations and Modifications

Please contact us as soon as possible if you need to cancel or modify an order.

Orders are generally reviewed and processed within 24 hours after payment confirmation. However, production or preparation may begin shortly after an order is confirmed.

Once production has started, an item has been specifically prepared, or an order has been dispatched, cancellation or modification may no longer be possible, subject to applicable law.

Please note that the generation of a tracking number does not necessarily mean the package has already been handed over to the shipping carrier.

6. Return Shipping and Refused Packages

For approved change-of-mind returns or returns due to incorrect size, customers are responsible for the return shipping costs and any applicable customs duties or handling fees.

Please do not refuse delivery of a package. Once the package is refused, it will be returned to the processing center. The post office need to take a long time to process the package, so we may wait for a long time to receive the returned package, or it may be lost during returning. We can only make the refund after we receive the package.

7. Refunds

Once an approved returned item has been received and inspected, we will notify you of the outcome.

Approved refunds will generally be processed within 3 business days after inspection. The time required for the refund to appear in your account may vary depending on your bank or payment provider.

Original shipping fees are not refundable for change-of-mind or other customer-responsibility returns, except where required by applicable law.

9. Contact Us

If you have questions about returns, exchanges, or refunds, please contact:

Email: support@coscrew.com

Please contact us before sending any product back.