Frequently Asked Questions

1. Orders and Payments

How do I place an order?

Choose a product, select the required size or options, add it to the cart, and complete the billing, delivery, and payment steps shown at checkout.

What payment methods are available?

The payment methods available at checkout depend on your currency, device, and delivery location. Do not send card details by email, contact form, or WhatsApp.

Can I change an order after placing it?

Contact support as soon as possible. We cannot guarantee changes after processing begins, and custom or made-to-order products may not be changed after materials are allocated or production starts.

2. Sizing and Customization

How do I choose the right size?

Check the size chart on the product page and compare height, chest or bust, waist, and hips. Contact us before ordering if you are between sizes.

Do you offer custom sizing?

Custom sizing is available for selected costumes. Check the product options or contact us with your measurements before ordering.

Do you provide costumes for kids?

Yes. Open the Kids collection and review the measurement chart on each product before selecting a size.

3. Shipping and Delivery

How long does shipping take?

Standard tracked shipping usually takes 7-15 business days and express shipping usually takes 4-7 business days after dispatch. Product processing time is separate.

Do you ship internationally?

We ship to the destinations offered at checkout. If your location is not available, contact us before ordering so we can check carrier coverage.

How can I check my order status?

Sign in to your account to review the order, or send us your order number through WhatsApp for help.

4. Returns and Refunds

Can I return or exchange my costume?

You may request a return for an eligible standard-size item within 30 days of delivery. Contact Customer Support before returning any item. You must receive return authorization and the current return address first; sending a parcel without them may delay the return or refund.

Can custom-sized items be returned?

Custom-sized items are normally non-returnable unless there is a confirmed quality issue or production error.

When will an approved refund be processed?

Approved refunds are issued after the returned item is inspected. Bank processing time can vary after the refund is released.

5. Products and Materials

What materials are used for the costumes?

Materials vary by product and may include stretch fabrics, PU leather, foam, metal hardware, or molded accessories. Check the product details for the exact composition.

Are masks, shoes, and props included?

Only the parts listed on the product page are included. Masks, footwear, or props may be separate products.

How should I clean a cosplay costume?

Follow the care label, spot clean when possible, avoid high heat, and air dry shaped or printed pieces away from direct sunlight.

6. Customer Support

How can I contact customer support?

Use the Contact Us page, email service@unibuycosplay.com, or open the WhatsApp chat for +852 5638 1211. We normally reply within one business day.

Can I ask about group or bulk orders?

Yes. Send the product names, quantities, target date, and delivery destination through the Contact Us page so we can review availability and timing.