All the orders are processed according to order confirmation we get from customers, and we are trying our best to satisfy all customers. All orders placed on our website should obey the following policies under any conditions.

 

Return:

We are sorry if you have to file a Return request. In order to help you to get your return/refund smoothly, please read below policies carefully in advance.

We only accept return for obvious quality problems, excluding size and color problems, and wrong shipping time due to your fault.

1. Please kindly note that your order number is required for each return. Our After-Sales Service department will not process your return without the order number.
2. Request for return must be filed within 24 hours based on the original delivery date of your package. Any quality issues should be proved with photograph documents and problem description. For customer service contact, you will be directed to here for further assistance.
3. Return must be completed, unused and with original tags and packaging. 
4. Tailor made items, Clearance products are not returnable
5. Once we approve your Return request, please tag/print/write your order number, name and address inside your shipping package.
6. We suggest you sending back the package to us as soon as possible. Also, the returned package should be postmarked within 3 business days and at the same time offer us relevant courier & tracking information for us to track your returned package.
7. After receiving the returned package, our After-Sales Service department will process the Return as well as inspect the returned items. 
8. mascotcosplay.com reserves the rights to deny credit if items returned in unacceptable condition.
9. Customers will be responsible for all return shipping costs. Returns marked COD for insufficient postage will be refused.
For special attention: Please send returns by postal service rather than couriers like DHL, UPS which may cost much more.

 

Exchange: 

- Please contact our customer service within 24 hours after you receive your items to get a permission code if you want to exchange.

- Goods need to be shipped back to the designated returning address by the customer after getting the permission code; we will check the defects and revise for you. The cost of re-ship to your address will also be charged.

- Please use Post Office to ship back items to us, if use TNT or DHL or UPS, China customs will ask for taxes, and sorry we do not take any responsibility for taxes.

Size Exchange 
1) Items returned for size exchange must be in mint, unused condition. We reserves the right to reject return or exchange requests if the returned items are in unacceptable condition. 
2) Customers are required to bear return shipping fees in cases of size exchange. We will not be responsible if return shipments are lost during return transit. 
The following items are non-refundable: 

. Returns received after 30 days of the delivery date 
. Returns received in damaged or worn condition 
. Final Sale items 
. Intimates (including the following: bras, leggings, tights, socks and accessories) 
. Free gifts

 We have rights to refuse any disputes, refund and exchange problems if you send us complaints emails, problem emails or dispute emails out of one week. That is to say, all requests must reach us within 24 hours after we receive your order with a proof, and all problems must be solved within one week.


Cancellation:

- For full refund, your request for cancellation must be received within 24hours after payment by email.

- Orders canceled within 24 hours of payment confirmation will be eligible for a full refund.

- Orders canceled 24 to 72 hours after payment confirmation will be eligible for a partial refund consisting of the full shipping cost and 50% of the product purchase price.

- Orders canceled more than 72 hours after payment confirmation will be eligible for a partial refund consisting of the full shipping cost.

- Once your order has been shipped, it can no longer be canceled. Orders that have already shipped cannot be canceled and will be treated as returns.