Shipping & Delivery

1. Shipping Time Summary

 
 

Your estimated delivery time = Order Processing Time + Shipping Time. To ensure your costume arrives before your convention or event, please consider both the tailoring time and the delivery speed.

 

2. Order Processing & Tailoring Time

Every piece of our gear undergoes a quality inspection process before it is shipped. 

A. Costumes

  • Ready-to-Ship: Items explicitly marked as "Ready to Ship" on the product page are dispatched within 48 hours (excluding weekends and holidays).
  • Specific Processing Options: If a product page includes a "Processing Time" selection, please refer to the timeframe selected in that option.
  • Other Products: For all other costumes, the standard processing time is typically 5–10 business days.

B. Wigs

  • In-stock Wigs: Dispatched within 48 hours.
  • Other Wigs: Usually take 3–5 business days to be processed and styled for shipping.

C. Shoes

Please note that we do not keep stock for shoes. All footwear is made-to-order. The production time is 5–10 business days.

 

Note on Delays: We strive for accuracy in our schedules. If there is an unexpected change in your order, our customer service team will contact you via email within 48 hours of your purchase.

 

3. Shipping Methods & Costs

A. Shipping Methods

Shipping costs are calculated based on the total weight of your package and the destination address. You can get an accurate shipping estimate in your Shopping Cart or at the Checkout page before completing your purchase.

  • Holiday Notice: Please note that during peak seasons or public holidays, shipping carriers may experience higher volumes, which could lead to slight delays. We recommend ordering early to ensure your cosplay arrives on time.
  • Service Availability: While we strive to provide both options globally, Express Shipping may not be available for certain areas (e.g., EU) or specific product types (e.g., oversized props).

B. Free Shipping Offer

We are pleased to offer Free Standard Shipping on orders over $299 for the following regions:

  • Australia, Austria, Belgium, Canada, China, Czech Republic, Denmark, Finland, France, Germany, Hong Kong Special Administrative Region, Hungary, Indonesia, Italy, Japan, Luxembourg, Macau Special Administrative Region, Malaysia, Netherlands, Norway, Philippines, Poland, Singapore, Slovakia, Slovenia, South Korea, Spain, Taiwan Region, Thailand, United Kingdom, United States, and Vietnam.

 

4. Address Guidelines

To ensure your cosplay arrives safely and without delay, please follow these address formatting guidelines:

  • Accuracy is Key: Please double-check your shipping address during checkout. We are not responsible for orders that are undeliverable or misdelivered due to incorrect or incomplete address information provided by the customer.

  • English Only: All shipping information must be entered in English characters. Please avoid using accents or non-English characters (e.g., ñ, é, ß) to prevent system errors with international carriers.

  • No P.O. Boxes for Express: Our Express Shipping partners (such as DHL and FedEx) cannot deliver to P.O. Boxes, APO, FPO, or DPO addresses. If you choose Express Shipping, please provide a physical residential or business address.

  • Phone Number Required: A valid local contact number is mandatory for all international shipments. This allows the carrier to contact you if there are issues with delivery or customs clearance.

  • Apartment/Suite Numbers: If you live in an apartment, condo, or office building, please remember to include your Suite, Unit, or Apartment number in the "Address Line 2" field.

 

5. Customs, Duties, and Taxes

When purchasing from our store, please be aware that international shipments are subject to local import regulations.

  • For European Union (EU) Customers: In compliance with IOSS (Import One-Stop Shop) regulations, VAT (Value Added Tax) will be calculated and collected at checkout. This helps streamline the customs process and avoids unexpected handling fees upon arrival.

  • Tax ID Requirements: Certain countries (such as Brazil, Chile, South Korea, etc.) require a Tax ID (e.g., CPF, RUT, PCCC) for customs clearance. Please ensure this information is provided in the designated field at checkout. Failure to provide a valid Tax ID may lead to customs rejection.

  • Customs Clearance Responsibility: It is the recipient's responsibility to comply with local import regulations and provide any documentation requested by customs or the carrier. Should you require any assistance or specific documentation from our side to facilitate the process, please contact us—we will do our absolute best to cooperate and support you.

  • Failed Delivery & Return Fees: If a package is returned to our warehouse due to the recipient’s refusal to pay duties, failure to provide a Tax ID, or inability to be contacted by the carrier, all associated return shipping costs and administrative fees will be the sole responsibility of the customer. These costs will be deducted from any potential refund.

 

Still Have Questions?

We know how important it is to get your gear ready for your next big event! If you have concerns about delivery deadlines, need a custom shipping quote, or have questions about your package, our dedicated support team is here to help.

  • Email us at: rolecosplay@gmail.com

  • Service Hours: Monday – Friday, 9:00 AM – 6:00 PM (GMT+8)

Tip: Please include your Order Number or Event Date in the subject line for a faster response!