Returns/Exchange and Refunds
1. We only accept refunds for accessories, props, wigs and standard size costumes. You need to ensure that the goods are unused, unstained and unbroken status. Besides, you will have to bear the shipping cost for sending the goods back to our warehouse.
2. Due to the special size of customized or tailor-made costume, we do NOT accept return of customized or tailor-made costume. Besides, adding footpads to the spandex suits (such as spider-man suits or other spandex suits) belongs to custom orders, which can't be returnable.
3. Returns and exchanges shall be made within 30 natural days after the package delivered.
4. We provide full refund or replacement of defective/wrong products (damage caused by customers is not included in this category).
5. If you want to return or exchange the costumes due to your mistake, you need to bear the return and re-ship shipping cost.
6. About cancellations: we accept full refund and cancellations within 7 working days for standard size costumes, props, wigs and accessories. Over 7 working days, we will charge 30% of the order amount for labor costs. Besides, once the order has shipped, it can't be cancelled.
7. Gender-reversed clothing will be considered tailor-made. We will implement the same order policy as tailor-made. Example: The batman costume is designed based on the original male characters. If you place an order for a female style batman costume, then we will treat it as if you have chosen a tailor-made.
8. Wrong/Insufficient Address provided by the customers: A: While your order is in transit: Wrong/Insufficient address causes redelivery: Our company does not bear the cost of changing the address/redelivery. B: While your order is in transit: Wrong address leads to cancellation of order: We will charge 30% of the value of the goods for reprocessing fee and will not refund the original shipping fee of this order.
9. For custom-sized tailor-made orders: After we receive your order, our tailors will carefully compare the measurements you gave and start cutting the fabric and making it. Therefore, we will not accept cancellation of your order two days after your order has been placed.
For more helps about returns/exchange and refunds you can get contact with our customer service department:
E-mail: service@simcosplay.com
Tel: +86 0551 65522170 (English support, Customer service: From Monday to Friday from 9:30 am to 5:30 pm Hong Kong time is valid. Except statutory holidays.)
