Order Cancellation Policy
At COSME, we begin the production and preparation process almost immediately after an order is confirmed. This ensures we can meet our delivery timelines for your events and conventions.
- Cancellation Window: You may request a cancellation within 2 hours of placing your order.
- Post-2 Hour Rule: After this 2-hour window, we are unable to process any cancellations. Once this period passes, materials are allocated and the production of your premium suit begins.
- Made-to-Order Nature: Please understand that because our items are prepared specifically for you, once the manufacturing process starts, the product cannot be returned to stock for another customer.
- How to Cancel: All cancellation requests must be sent via email to our support team at support@cosmewear.com with the subject line "Order Cancellation - [Your Order Number]."
Order Modification
We understand that mistakes can happen. We allow a brief period for modifications to ensure your suit fits perfectly and arrives at the right location.
- Modification Window: You may request changes to your size selection, shipping address, or contact details within 24 hours of placing your order.
- Limitations: Once the 24-hour window has passed, or if the order has already moved into the advanced processing stage, no further modifications can be made.
- Accuracy: It is the customer's responsibility to ensure all details are correct. Please double-check your details before finalizing your purchase.
Refund Eligibility
Our refund terms cosplay suits are designed to be fair while accounting for the specialized nature of our products.
Eligible for Refund:
- Orders cancelled within the 2-hour grace period.
- Items that arrive damaged or defective (subject to verification).
- Delivery of the wrong item (e.g., incorrect character or completely different size than ordered).
Not Eligible for Refund:
- Change of Mind: Refunds are not provided if you change your mind after the 2-hour cancellation window.
- Incorrect Size Selection: If the customer provides wrong size, COSME is not liable for a refund or free replacement.
- Shipping Delays: Delays caused by third-party logistics partners, customs, or weather do not qualify for a refund.
- Subjective Differences: Minor color variations or appearance differences due to studio lighting, screen resolutions, or photography edits are not considered defects.
- Custom/Personalized Orders: Any items tailored to specific measurements provided by the customer are strictly non-refundable.
Return Policy
Due to the hygiene-sensitive nature of wearable cosplay suits and the fact that most items are made-to-order, COSME maintains a strict cosplay costume return policy:
- No General Returns: We do not accept returns for "fit issues" or "personal preference" once a product has been delivered in good condition.
- Limited Returns: Returns are only authorized in the event of a manufacturing defect or the shipment of an incorrect item.
- Hygiene Standards: To protect all our customers, items that have been worn, washed, or altered in any way will not be eligible for return or exchange under any circumstances.
Damaged or Defective Items
We maintain high quality-control standards, but if a defect slips through, we are committed to making it right.
- Reporting Period: Any damage or manufacturing defect must be reported to us within 24 hours of delivery.
- Mandatory Evidence: To process a claim, the customer must provide: a continuous unboxing video showing the package being opened for the first time. High-resolution photos highlighting the specific defect or damage.
- Resolution: Upon verification, COSME will offer either a replacement of the defective part/suit or a partial/full refund depending on the severity of the case.
Late or Missing Refunds
If your refund has been approved, it will be processed back to your original payment method.
- Processing Time: Refunds typically take 5–10 business days to reflect in your account.
- Variables: This timeline may vary depending on your bank or payment gateway provider.
- What to do: If you haven't received your refund after 10 business days, first check your bank account again, then contact your credit card company. If you’ve done all of this and still have not received your refund, please contact us at support@cosmewear.com.
Shipping Delays & Liability
COSME operates from Kerala, India, and ships worldwide. While we guarantee our processing times, we do not have direct control over the transit phase.
- Third-Party Delays: COSME is not responsible for delays caused by logistics partners.
- Customs Clearance: International customers are advised that customs inspections can delay delivery. This is a legal process outside of our control.
- Refunds for Delays: No refunds will be issued for "late delivery" once the order has been handed over to the courier.
Order Not Received / Lost Packages
In the rare event that a package is marked as "Delivered" but you have not received it, or if it is stuck in transit:
- Investigation: We will open a formal inquiry with the courier partner. This process can take 7–14 business days.
- Verification: No immediate refunds or replacements will be issued until the courier provides a formal "Lost" or "Undelivered" status report.
- Resolution: If the package is officially declared lost by the logistics partner, we will offer a one-time replacement or a full refund.
Contact Information
Before initiating any disputes or chargebacks, we encourage you to contact us directly. We are committed to resolving issues amicably and ensuring you have the best possible experience with COSME.
Email Support: support@cosmewear.com
Official Website: cosmewear.com
Location: Kerala, India
Our support team typically responds within 24–48 hours on business days.