Refund policy

COSCOSMOS Return & Cancellation Policy

At COSCOSMOS, your satisfaction is our priority. We strive to offer a seamless shopping experience, but we understand that sometimes returns or cancellations may be necessary. Please review the following guidelines for returns, exchanges, and cancellations to understand our policies.

1. Return Policy

1.1. General Return Policy

  • Return Request Window: We accept return requests within 14 days of delivery. Returns requested beyond 14 days are not eligible for a refund.
  • Shipping Cost for Returns: Customers are responsible for the return shipping fee. A return shipping label will be provided.
  • Return Handling Fee: A 10% return handling fee applies to all returns.
  • Condition for Returns:
    • Brand-New Condition: Items must be unused, with original tags and packaging intact.
    • Unopened Products: If returned unopened, we will issue a direct refund.
    • Opened Products: Opened products will be inspected. Refunds will only be granted if the item remains in resalable condition.

1.2. Quality Issues, Shipping Errors, or Sizing Problems

If your product arrives with defects, shipping damage, incorrect size, or color, please contact Customer Service with photographic evidence.

  • Wrong Item Shipped: You may choose to exchange the item for the correct one or request a full refund.
  • Color Errors: A full refund will be issued if we shipped the wrong color. Color differences caused by monitor settings are not eligible for refunds.
  • Defective Items: Depending on the item category, you may qualify for a refund or exchange.
  • Sizing Issues:
    • Item differs by more than 1 inch from your order size: We recommend a local tailor and will reimburse up to 100% of the product price for tailoring costs (with a valid receipt).
    • Item matches your order size but doesn’t fit: You can make minor alterations locally at your own cost. Items matching your specifications are not eligible for return or exchange.

1.3. Custom-Made Products

  • Custom Products: Custom dresses and personalized items are not eligible for refunds after shipment.
  • Modification Service: Customers can return custom items for modification.
    • Return Shipping: Customers are responsible for return shipping to our facility in China.
    • Free Re-shipping: We will handle the modification at no additional cost and cover the shipping back to you.

Modification Shipping Address:
A3-704, Wudahangyu, Wudayuan Rd, Jiangxia District, Wuhan, Hubei, 430223, China

1.4. Product-Specific Policies

Some categories follow specific return rules:

  • Victorian Dresses, Marie Antoinette Dresses, Renaissance Dresses, Bustle Dresses, Civil War Dresses, Medieval Dresses, Children’s Gowns, Disney Princess Dresses, Petticoats & Hoop Skirts, Men’s Suits & Blazers, and other specialty items.
  • Shoes with quality issues: Must be returned within 14 days of delivery.
  • Earrings, lingerie, personalized, and dyed items: These products are final sale and cannot be returned or exchanged.

1.5. Refund Adjustments for Discounted Orders

  • If your order used free shipping codes or discount coupons, the discount value will be deducted from the refund amount.

1.6. Overdue Orders

If your order is delayed beyond the estimated delivery date:

  • Orders overdue by up to 10 days: You may request full cancellation with refund or 30% reimbursement upon delivery.
  • Orders overdue by more than 10 days: You may choose between a full refund or keeping the item free of charge (only shipping fees apply).

1.7. Return Process

  1. Request Pre-Approval:
    • Contact Customer Service within 14 days of shipment for return approval.
    • Include photographs and a detailed explanation of your reason for return.
  2. Shipment Notification:
    • When you receive the "Shipment Notification for order#XXXXXXX with Coscosmos.com" email, your order has been shipped, and the return window begins.
  3. Send the Item Back:
    • Once Customer Service approves your return request, send the item with the Product Return Form.
  4. Processing Time:
    • Returns are processed within 3-5 business days of arrival at our facility.
    • Refunds may take up to two billing cycles to reflect in your account.
    • Items returned in unacceptable condition will be shipped back at the customer’s expense.

1.8. Important Notes

  • Pre-Approval Required: Unauthorized returns without prior approval may be denied or delayed.
  • Contact Customer Service: Please submit all return requests via email. Social media or private chat requests will not be processed.

2. Cancellation Policy

2.1. General Cancellation Policy

  • Orders can be canceled free of charge before shipment.
  • Once an order ships, it can no longer be canceled and will be treated as a return.

2.2. Time-Specific Cancellation Policy

  • Lolita Dresses (Customized Dresses & Accessories):
    • Cancel within 24 hours of placement for a full refund.
  • Costumes:
    • Cancel within 48 hours of placement for a full refund.
    • Cancellations beyond 48 hours but within 7 days will incur a 50% restocking fee.
    • Cancellations after 7 days may incur additional processing fees.

2.3. Product-Specific Cancellation Policies

Certain categories, such as Victorian Dresses, Marie Antoinette Dresses, Renaissance Dresses, Bustle Dresses, Civil War Dresses, Medieval Dresses, Children’s Gowns, Disney Princess Dresses, Petticoats & Hoop Skirts, Men’s Suits & Blazers, and other made-to-order items, have stricter cancellation rules:

  • Within 24 Hours of Payment Confirmation: Eligible for a full refund.

  • 24 to 72 Hours after Payment Confirmation: Eligible for a partial refund, including full shipping costs and 50% of the product price.

  • After 72 Hours: Only shipping costs will be refunded.

  • Custom Products: Once production begins, these items are no longer eligible for cancellation.

2.4. How to Cancel Your Order

  • Before Shipment:
    • Log in to COSCOSMOS.com and navigate to "My Orders" to request cancellation.
  • After Shipment:
    • Orders cannot be canceled once shipped. Please refer to our Return Policy for further guidance.

When you receive a "Payment Confirmation" email, your payment has been confirmed, and the cancellation timeframes will begin.

Thank you for shopping with COSCOSMOS. We are committed to providing excellent service and are always here to assist with any questions. For further support, please contact our Customer Service team.