Refund policy
1 Order Cancellation
- Cancellations before shipment: Orders that have not yet been shipped can be canceled. However, a cancellation charge of 50% of the order value will be applicable to compensate for the costs associated with the preparation of the order.
- Cancellations after shipment: Orders that have already been shipped cannot be canceled. If you refuse delivery, you will be responsible for the original shipping charges, any import fees that are incurred on the package, and the cost of returning the package to Your Company Name. These charges will be deducted from your merchandise refund.
2 Return
We adhere to a fifteen-day return policy. Regrettably, we are unable to facilitate a refund or exchange if your order has not been received within the stipulated 15-day timeframe.
A restocking fee of 50% of the product's value will be charged for all returns without a specific reason.
The item you wish to return must be unused and in pristine condition, just as you received it, to qualify for a return. It should also be presented in its original packaging. (While you are encouraged to try on the outfit, please ensure it remains impeccably neat and well-presented.)
To initiate the return process, a receipt or any other valid proof of purchase is required.
Please note that the following circumstances will render returns ineligible:
1. No refund will be issued if any part of the outfit is returned.
2. Items that show signs of wear, usage, or alteration are non-returnable.
3. Undergarments, socks, and stockings cannot be returned.
4. Products like shoe coverings, boot tops, costume shoes, etc., that are designed for single-use or indoor purposes, are non-returnable.
5. Wigs, facial hair, or any artificial hair items, including hairpieces or accessories with attached hair, cannot be returned.
6. Packages that are refused without authorization will incur a return shipping fee equivalent to the total order value. This policy applies if the shipment is returned due to a failure to accept delivery. Additionally, the cost of reshipping must be borne by the customer.
In certain instances, only partial refunds may be granted under the following conditions:
- Items returned in a condition different from their original state, damaged, or missing components not attributable to our error.
- Returns requested more than 15 days after delivery.
3 Refund
We will send you an email to inform you that we have received your returned item after it has been received and inspected. Additionally, we will notify you regarding the approval or denial of your refund.
Upon approval, your refund will be processed within a specified number of days, and a credit will be automatically issued to your credit card or original payment method.
In case of missing or delayed refunds:
1. First, verify the receipt of your return by checking your bank account once again.
2. Contact your credit card provider as it may take some time for the refund to reflect on your account.
3. Reach out to your bank; refunds may take some time to be processed and posted.
If you have completed these steps and have not yet received your refund, please contact us at moecosplayoffical@gmail.com.
4 Exchange
Items are only replaced if they are faulty or broken. Please contact us via email at moecosplayoffical@gmail.com if you need to exchange it for the same item.
Buyers are responsible for covering the shipping costs associated with both returns and reshipments.
What occurs if the size is unsuitable?
If the size is not suitable, you have the option to return our products for an exchange or refund within 15 days of delivery. However, you will be responsible for covering the return shipping costs. Therefore, please carefully select your size and refer to our size chart. Upon receiving the new, intact item with its tag, we can proceed to fully refund the product payment.
What happens if a portion of my order is damaged or missing?
In the event that every item has been confirmed as shipped but one is still missing, please reach out to us promptly.
Only reports of orders within 15 days of receipt will be examined by us.
The following procedure will be implemented in addressing your order:
1. We will require images of the package and the items you have received.
2. If the item is absent from the initial shipment, we will verify this in our shipping system.
3. Once the absence of the item has been confirmed, we will manage the refunding or resending of the missing item.
If an item is absent and it appears to be out of stock, you will also receive a swift refund.
Return, Exchange, and Refund Shipping
When returning an item, you will be responsible for covering the cost of shipping yourself. The cost of shipping is not refundable. The cost of return shipping will be subtracted from your refund if you are eligible for one.
The time it takes for your exchanged product to arrive may differ depending on where you live.
Our company is located in Hong Kong.