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 (firstname.lastname@example.org) 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.