Free UK shipping for orders over £55!

/Cancellation & Returns
Cancellation & Returns2018-07-04T20:36:20+00:00

Cancellation & Returns

Order Cancellation: Pre-Shipment

If you wish to cancel an order or part of an order before it is shipped, please do so immediately via telephone and email. You will not be charged provided the items have not been dispatched and your payment method can be cancelled. If the order has been picked and packed then the Post-Shipment cancellation will apply.

Order Cancellation: Post-Shipment

You may cancel your order up to 7 working days from receipt of your purchase. You will be invited to return the goods in an unopened and unused state for refund. Please see our Returns Policy for more information.

Returns Policy – Cancellation Of Order

All goods purchased from The Cosplay Company Limited may be returned for refund within 7 working days from receipt of goods. Before sending the parcel back to us, please contact us with the reason for the return. You will need to confirm your name, order number and postcode. This information needs to be provided with your parcel as failure to do so may result in delay of any refund.

Please note:

1. Any item for return must be received back in its original shipped condition and original packing. The item must be without damage or use and in a suitable condition for resale. All items will be inspected on their return to our warehouse.

2. You or your carrier are responsible for any returned goods until they reach our warehouse. Cost and Risk of return will be at your expense and we strongly recommend that you receive proof of posting or use Royal Mail’s “Recorded Signed” service.

3. Return shipping, packing and insurance is not refunded.

4. We endeavour to make refunds as quickly as possible, usually this is within one working day of receipt. We promise to make all refunds within 7 calendar days from receipt of goods. Please note that we will not be held liable for any interest payment that you may incur because any refund was made outside of your credit/debit card timescales.

5. We are unable to exchange/ replace an item until the original is returned to The Cosplay Company Limited. If you need an item urgently, we suggest you place a second order for the new item and send the original back at a later date.

6. 2. Any returned goods that we receive which are outside of this Returns Policy will be defined as ‘In Dispute’. Such In Dispute items will not be refunded or exchanged. A reason for this decision will be provided. We are happy to re-ship such In Dispute items back to you, otherwise they will be destroyed within 91 calendar days from their receipt back to us.

Returns Policy – Faulty Goods

If there is a fault with a product please let us know immediately as we will happily refund or exchange it for you. You should let us know via email (or telephone) and within 7 calendar days from the date of delivery.

Before sending the parcel back to us, please contact us to advise there is an issue and whether you want a refund or exchange. In addition, you will need to confirm your name, order number and postcode. You will need to include these details with your parcel back to us as failure to do so will result in delay of any refund. May we please ask you to additionally note:

1. We shall be under no liability in respect of any defect arising from fair wear and tear, willful damage, negligence, abnormal working conditions, misuse or alteration or repair of the ordered goods without our approval.

2. Any returned goods that we receive which are outside of this Returns Policy will be defined as ‘In Dispute’. Such In Dispute items will not be refunded or exchanged. A reason for this decision will be provided. We are happy to re-ship such In Dispute items back to you, otherwise they will be destroyed within 91 calendar days from their receipt back to us.

3. We are unable to replace a faulty item until the original is returned to The Cosplay Company.