FAQ (Frequently Asked Questions)

About Shopping and Shipping

Q1: How long does it take to receive the costumes?

A1: Standard size products take 7-14 days (natural day, non-working day), tailor-made or custom products take 7-28 days (natural day, non-working day). Then based on the shipping method you choose, normal shipping takes 5-10 days (working days) and rush shipping takes 3-5 days (working days).

Q2: How can I choose the size that suits me?

A2: On each of our product pages, there will be a size chart with a standard size. What needs to be stated is that our sizes are designed according to the normal standard body size. No intention to offend, if you are too fat, please try our tailor-made.

The first thing you need to confirm is your height. Height is your most important parameter. Then after selecting the height, you can use other measurements(bust, waist, hips) to determine the size you should.

Q3: My height, bust, waist, and hip are suitable for several different standard sizes. What should I do?

A3: Example: Suppose your height is suitable for XL, but bust is for L, waist is for S, and hip is for M. Then I recommend you choose our tailor-made. We have a sample help on each product page that you can use to understand what parameters we need.

Q4: The standard size of the product I bought is not suitable for me. Can I change other sizes?

A4: This is of course, for standard size products, we can replace other sizes of products one time for free within one week after receiving the goods. However, you will need to return the original. After we check that the original is not damaged, it is not used, and after it has not been stained, we will send you a new size of the costume.

For custom-sized products, you need to use a ruler to take measurements pictures to inform us of the wrong size. We can re-customize for you for free after verification. If the size you gave is wrong when placing your order, causing us to make the garment wrongly, you will have to bear the cost of re-customizing the wrong part.

Q5: How can I contact simcosplay?

A4: You can get contact with us by mail [email protected] and our staff will reply to you in working days. However, facebook is also a good place to have a talk with us in working days.

Q6: Do you offer discounts or discount coupons?

Q6: Of course, you can get discount coupons by following and like our facebook page. You can contact our customer service staff after like us, we will be happy to offer you a coupon.

Q7: What kind of courier do you use to transport my goods?

Q7: For the US market, we work with DHL and UPS. We generally prefer to use DHL or UPS to transport your goods. In the event of an emergency, DHL or UPS will not be delivered, we will forward your goods to other commercial couriers.

For non-US customers, we will consult with our commercial courier companies who work with us to confirm the delivery rate in the region. Then transfer your goods to the fastest speed and highest delivery rate company for shipment.

Q8: I don't know how to measure, can you help me?

Q8: here is the guide that can help you more.https://www.simcosplay.com/guide-for-order

About Returns and Exchanges

A: What's your return policy?
Q: The following criteria must be met to be eligible for an exchange or refund:
Exchanges and returns must be postmarked within 30 days of the original order date.
Item(s) must be new, unused and in their original packaging, along with all accessories. Check item restrictions below.
Item(s) must be accompanied by the packing slip generated from the return process noted above.
We recommend using a traceable shipping method with delivery confirmation.
If a refund is denied based on the above criteria, a representative will return the item to you as soon as possible.

Restocking Fee: There is a 15% restocking fee if 5 or more of one item is returned.

Defective Items: If you received an item that is damaged, we'll fix it - fast. Contact Customer Care within 14 days of the original order date, and we'll do everything we can to ensure you receive the replacement product(s) quickly.

Sizing Issues: If you are returning an item because of a size issue, please make sure you check the costume itself and not rely on the label on the outside packaging. It is not unusual for a manufacturer to use the same labeling or packaging for all costume sizes. In addition, it is possible that the size of the costume is correct while the packaging labeling is incorrect.

Shoe Returns: All shoes must be unmarked (without scuffs), unworn and in new condition. Try your shoes on indoors in a carpeted area to avoid making them ineligible for a return.

Processing Times: Returns are typically processed within 2 weeks of receiving the item. During the Halloween season (September through November), returns may take up to 3 weeks. It's a very busy (and our favorite) time of year!

Incorrect Adresses and Return-to-Sender Packages:
Packages shipped to an incorrect address provided by the customer during the order process may require additional shipping days. Orders 'returned to sender' by the courier are subject to a 15% charge to reship. 'Return to Sender' orders include, but are not limited to, orders for which the customer provided an incomplete or incorrect address; instances in which the customer is not available for delivery; orders for which the customer fails to provide a P.O. Box or physical address; and instances where the order is refused by the customer.

Return Steps:
You may use any shipping method you like as long a tracking number can be provided.
Carefully package the items in the original shipping box or any suitable shipping carton.
Make sure you include your name and/or order number so that we know who it's from!
Returns and Exchanges are only accepted within 30 days of purchase.
For the above policies we reserve the right of final explanation.

About Cancel or Cancel an Order

Please kindly note that as long as your order hasn’t been shipped . we will refund you total shipping cost,but if they are shipped,we are sorry that we would not accept order cancellation.

A. For Order cancellation within 24 hours and the order status shows “awaiting fulfillment”, we will refund 80% of the total price. (20%of the cost refers to the advertising and promotion expenses, order processing labor costs, raw material preparation costs and other miscellaneous cost.)
B. For Order cancellation after 24 hours ,and the order states shows “awaiting fulfillment”, within the processing time,we will refund 50% of the total price (After 24 hours, the factory has already begun to make your item, and related products materials have been purchased, and the workers related to the production has done preparatory work, or that we have purchased the product which can not be returned to the suppliers)
C. For Order cancellation after 24 hours ,and the order states shows “awaiting fulfillment”, exceed the processing time,we will refund 80% of the total price.
D. If the order status shows “shipped”, we are sorry that we could not accept any order cancellation in this case.

About Exchange

For the orders that are unshipped and need to change the size/standard/specification, or exchange
If the products you want to exchange is in stock,and has the same or lower value,we could exchange for you for free.If its value is higher, you will need to pay extra cost including freight difference due to different weight.
A.Within 12 hours after you place the order, we can change the size or related specification or exchange to other goods for you.
B. Within 12-24 hours after you place the order, we need to charge an additional 10% handling fee.
C. Within 24-48 hours after you place the order, we need to charge an additional 15% handling fee.
D. Within 48-72 hours after you place the order, we need to charge an additional 20% handling fee.
E, After three days, we do not accept any change or replacement, but if needed, we need to charge an additional 60% handling fee.

For the orders need to change the shipping address
1、  For The orders that are unshipped:
if you want to change to another address in the same country and the address is not remote area for DHL/FedEx, we can change it for you for free; if you want to change to a different country and the shipping cost is higher, please pay the difference, but for lower shipping costs, we have no obligation to refund the difference, please fill in the correct address carefully when placing the order.
2、For the orders that are in delivery:
If you choose standard shipping method, you can call the shipping company to change the address. If you choose express shipping method, you will need to pay extra cost to change the shipping address (about USD 12.00 - USD 18.00), and we will ask you to pay the difference.

About Security & Privacy
Q: Do you have a security guarantee?
A: Absolutely. We take your business seriously and will use every precaution necessary to ensure that your shopping experience is safe and exciting! We use the best technology available, Secure Socket Layer encrypting, to keep your private information and credit card information as secure as possible.