Hey there, Cosplay Enthusiast!

At The CosplaySus, we want you to be 100% thrilled with your officially licensed merchandise. We take pride in our quality DIY & Model Kits, comfy Hoodies & Sweaters, flexible Leggings & Yoga Pants, cozy Robes & Pajamas, and stylish T-Shirts & Polos. But if something isn’t quite right, we’re here to make it better!

Our Return & Exchange Promise

We accept returns and exchanges within 15 days of you receiving your items. All returned products must be in original condition: unworn, unwashed, with original tags attached, and in the original packaging.

Please Note: Due to hygiene reasons, we cannot accept returns or exchanges on leggings, yoga pants, and undergarments once the original packaging has been opened, unless the item is defective. This policy helps ensure the health and safety of all our customers.

How to Return or Exchange an Item

Step 1: Contact Us

Email our support team at [email protected] within 15 days of receiving your order. Include the following information in your email (or use our template below):

Subject: Return/Exchange Request – Order #[Your Order Number] Hello CosplaySus Team, I would like to request a [return/exchange] for my recent order. Order Number: [Your Order Number] Product Name: [Product Name] Size/Color: [If applicable] Reason for Return/Exchange: [Please provide details] I have reviewed the return policy and confirm the item is in its original condition with tags attached. Please advise on next steps. Thank you, [Your Full Name] [Your Email Address]

Step 2: Wait for Instructions

Our customer service team will respond within 2 business days with return authorization and shipping instructions. Please do not send items back without authorization.

Step 3: Ship Your Return

Package your item securely with all original tags and packaging. Include a copy of your order confirmation or packing slip. Ship to:

The CosplaySus Returns
672 Concord Street
Charlotte, US 28202

Note: Return shipping costs are the customer’s responsibility unless the item is defective or we made an error in your order.

Step 4: Processing

Once we receive your return, please allow 3-5 business days for inspection and processing. We’ll email you once the process is complete.

Refund Information

Refunds will be issued to the original payment method:

  • Credit/Debit Cards (Visa, MasterCard, JCB): 5-10 business days after processing
  • PayPal: 3-5 business days after processing

Please note that original shipping fees are non-refundable, and international customers are responsible for any customs fees or import taxes incurred during the return process.

Exchanges

Want a different size or color? We’ll be happy to exchange your item as long as it’s in new condition with original tags. Follow the return process above, and specify that you’d like an exchange and which item you’d prefer.

If the exchange item costs more, you’ll need to pay the difference. If it costs less, we’ll refund the difference to your original payment method.

Defective or Incorrect Items

Received a defective item or wrong product? Contact us immediately at [email protected]. We’ll cover return shipping costs and expedite your replacement or refund.

Have more questions? Check out our Privacy Policy or contact our friendly support team at [email protected].

Thanks for being part of The CosplaySus community!