At COSME, we are committed to providing premium, high-quality cosplay suits designed for creators who value detail and craftsmanship. Because our products are primarily made-to-order or prepared specifically upon your confirmation, we maintain a specialized return policy to ensure the sustainability of our production and the hygiene of our garments.
By shopping at cosmewear.com, you acknowledge that you have read, understood, and agreed to the following terms.
1. Policy Overview
Most items at COSME are not pulled from a shelf; they are prepared or finalized only after your order is placed. Due to the high-performance, tight-fitting nature of premium cosplay suits and the hygiene sensitivities involved with wearable gear, our policies are intentionally strict.
We strongly encourage all customers to meticulously review our Size Charts and measurement guides before finalizing a purchase. The responsibility for selecting the correct size lies with the customer.
2. Return Policy
To maintain our quality standards and hygiene protocols, COSME does not accept general returns.We do not accept returns for the following:
- Change of Mind: Decisions made after the 2-hour cancellation window has passed.
- Incorrect Size Information: If the item delivered matches the size ordered but does not fit the customer.
- Personal Preference: Issues regarding subjective comfort, "look," or perceived "feel" of the fabric.
- Minor Color Variations: Differences in color due to studio lighting, digital editing, or individual monitor/mobile screen calibrations.
Why are our rules strict?
Hygiene: Cosplay suits are intimate, form-fitting garments. Once worn, they cannot be resold to other community members for health and safety reasons.
Custom Production: As a made-to-order business, each suit represents significant labor and material costs dedicated specifically to your order.
3. Exchange Policy
We aim to be fair. While we do not offer general returns, we do provide an exchange policy for instances where the error lies with our production or logistics.
Eligible for Exchange:
- Wrong Item Received: You received a different character or design than what was ordered.
- Manufacturing Defect: Major issues such as broken zippers (upon arrival), significant stitching errors, or fabric tears.
- Incorrect Size Shipped: The physical garment measurements do not align with the size you explicitly ordered.
Not Eligible for Exchange:
- User-Selected Size Issues: If you ordered a "Medium" and received a "Medium" that is too tight or too loose.
- Used or Worn Items: Any item showing signs of wear, sweat, or scent.
- Washed Items: Any garment that has been laundered or dry-cleaned.
- Late Requests: Any request made after our mandatory reporting window.
4. Exchange Request Window
Time is of the essence. You must report any eligible issue within 24 hours of delivery (as marked by our courier tracking system).
Requests initiated after this 24-hour period will be automatically declined. We recommend unboxing and inspecting your suit immediately upon arrival.
5. Mandatory Proof Requirements
To prevent fraudulent claims and ensure a smooth resolution, COSME requires specific evidence for every exchange request.
- Full Unboxing Video: You must provide a continuous, unedited video starting from the sealed package showing the shipping label, through the opening process, and highlighting the defect or error.
- Clear Images: High-resolution photos of the specific area of concern.
- Order Number: Your official COSME order ID.
Important: If a full, unedited unboxing video is not provided, COSME reserves the right to reject the claim.
6. Product Condition Requirements
For an exchange to be processed, the item must be returned in the following condition:
- Completely unused and unwashed.
- Free from any stains, makeup marks, pet hair, or odors (perfume, smoke, etc.).
- Folded neatly in its original packaging with all tags intact.
Any item returned in a condition that suggests it was worn for a photoshoot, event, or "test-driven" will void your eligibility, and the item will be sent back to you at your expense.
7. The Exchange Process: Step-by-Step
If you believe you are eligible for an exchange, please follow these steps:
- Contact Support: Email support@cosmewear.com within 24 hours of delivery.
- Submit Proof: Attach your unboxing video, photos, and order number.
- Internal Review: Our team will review the evidence within 48–72 hours.
- Approval & Instructions: If approved, we will provide you with return shipping instructions.
- Verification & Dispatch: Once we receive and inspect your return, we will ship the replacement suit.
8. Shipping Costs for Exchanges
- COSME Error: If the exchange is due to a manufacturing defect or a wrong item sent by us, COSME will cover the return shipping costs or provide a free replacement.
- Exceptions: In rare cases where an exchange is granted as a gesture of goodwill for customer-related errors, the customer will be responsible for both return shipping and the shipping cost of the new item.
9. Non-Returnable & Non-Exchangeable Items
The following items are strictly Final Sale:
- Custom/Personalized Suits: Any item made to specific body measurements provided by the customer.
- Sale/Discounted Items: Products purchased during clearance, flash sales, or using specific high-value discount codes.
- Limited Edition Drops: Exclusive releases that cannot be reproduced.
10. Damaged or Defective Items
If your cosplay suit return rules claim involves damage, we prioritize a Replacement.
- We will ship a brand-new replacement of the same item and size.
- A refund will only be issued if the specific item is out of stock and cannot be reproduced within a reasonable timeframe.
11. Late or Missing Exchanges
Once an exchange is approved and the return is received, please allow 7 to 12 business days for the replacement to be processed and shipped. Production timelines for replacements remain the same as standard orders. We appreciate your patience as we ensure your new suit is perfect.
12. Contact Information
For all matters regarding returns and exchanges, please reach out to our dedicated support channel. Do not reach out via social media comments for policy-related issues, as these are not monitored for customer support.
- Email: support@cosmewear.com
- Subject Line: Exchange Request - [Your Order Number]
COSME reserves the right to update these policies at any time to prevent the misuse of our services. We value your support and look forward to helping you bring your favorite characters to life.