Cancellation & Exchange - Encanto Cosplay Official Shop

How to cancel an order that has been paid

We understand that ordering an item for your special occasion is an important undertaking, and our cancellation policy was created with this in mind. However,

it is important to note that our costumes are made to order. Once the tailoring process has begun,the materials cannot be reused.

The good news is that after placing your order, there is still time to change your mind. Please refer to our cancellation policy below for details.

Our Cancellation Policy:

– Orders cancelled within 24 hours of payment confirmation will be eligible for a full refund,

– Orders cancelled 24 to 48 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 cancelled after 48 hours of payment confirmation will be eligible for a refund consisting of the full shipping cost only.

– Once your order has been shipped, it can no longer be cancelled.

Return&Refund Policy

encantocosplay.com provides responsible return/exchange service for all customers. Once you find the products are defective, missing, different from our description or size issue, please follow the steps below for the service you need.

Step one: Please contact our customer service via e-mail ([email protected]) within two days after the package get delivered, describing the issue you meet and providing several clear photos of the products you receive. Our customer service will determine whether we could provide the return/exchange service according to the information you provide.

Step two: If it is confirmed that the products could be returned, our customer service will inform you the return address and other details of the return requirements. Please return the products in its origin condition within two weeks after delivery. The shipping method could only be the airmail offered by local post office. And we are not responsible for the return shipping fee which needs to be at customer’s cost.

Step Three: After receiving and checking the items returned which need to be in its original condition, we will arrange the refund or replacement within 3 working days (weekends and holidays excluded).

Here are the cases that we could provide return or replace service:

Products received are defective, missing or wrong. encantocosplay.com will provide a new one for free.

Products are made in wrong size which is determined that we made the error. We will make a new one in correct size after confirming your measurements.

Products are totally different from description. encantocosplay.com could provide new one or refund. Please notice a little different of color between photos and actual products couldn’t be avoid. Refund or return service can’t be allowed in this case.

Here are the conditions which return/replacement is not accepted:

Products that have been used or washed

Products that smell of cigarette smoke or perfume

Products with stains or badly damaged

Products made in wrong sizes because of customers providing wrong size. In this case, customer has the option to keep the origin products and purchase a new one at 20% off the list price.

Products not delivered because of customers providing wrong address.