Help Center

Step 1: Add the Items you want to buy to the cart or click the buy it now button.

Step 2: Click the checkout to fill your address and then choose the shipping method. Do not forget to write your contact email for receiving the order confirmation and shipping info emails

Step 3: Finish the payment via Paypal and then you will receive the order confirmation email

Step 4: When the order gets sent out, you will receive the shipping email with tracking info in

Step 1: Contact us via email / online chat/ messenger with your order number within 24 hours and send us the correct addess in this format:

         Country:

         Province/ State:

         City:

         Street and Door number:

         Post code:

         Name and phone  number:

Please notice:

        1. When you send message to request change the address, please provide the name and phone number of the order, this is to verify your identity

        2. If your order has been sent out, we can not change the address for you

Step 1： Contact us via email/online chat/ messenger with your order number in 24 hours. Please also provide the recipient name and phone number of the order to verify your identity

Step 2:  Our staff will start cancel your order and refund you. You will receive a refund email when it has been finished

Please notice:

1.If you do not contact us within 24 hours and the order has been sent out, we can not cancel the order for you

1. For the instock items, we usually send them out in 3-5 working days

2. Processing might be delayed during the holiday, weekend and special events

3. If you order the presale items together with the instock items, your order will be held until all the items are instock.There might be "sold-out" risks, details please check the presale FAQ part

If the order status in "unfulfilled":

  1. Your order is under arrangement which means it has not been sent out. You are welcome to contact us via email/online chat/messenger about the details

  2. Your order has been sent out but the courier has not updated the tracking number. You are welcome to contact us via email/online chat/messenger about the details

If the order status in "fulfilled":

 This means your order has been sent out and you should receive an email from us with the tracking number in. You can click the link in the email to see the tracking info

1. Presale means this costume is currently under producing ,thus we can not send it out now. 

2. However people can still order it in advance, usually the presale price will be lower than the original price. And when the costume arrives at our warehouse, we will send out the presale orders first according to the ordering time

Step 1：Place the pre-sale order on our site

Step 2 : Wait for the costume to be finished,this period usually takes 2-3 months or more, any new time info we will update in the product page

Step 3 : When the costume arrives at our warehouse, we send the presale orders out according to the ordering time, you will receive the email with the tracking number.

Please notice:

1. Please do not order the presale items together with the instock items because we can only send the order out when all the items are instock. When waiting for the presale items, the instock items might be sold out(we have 6 stores sharing the inventory thus we can not reserve the costume for months).

1. We can only send the order out when all the items are instock. Presale items usually need few months to be finished

2. When waiting the presale items, the instock items in your order might be sold out. The reason is: we have 6 stores sharing the inventory thus we can not reserve or lock the inventory or it may bring us the storage issues, thank you for your understand

Visa

Currently we accept the payment by PayPal, Visa, Mastercard and Maestro. The currency we use is USD

The following are possible reasons:

1.You did not leave the contact email thus you are unable to receive the order confirmation info. Please contact us to update the contact info

2. Your payment is suspended because PayPal official is checking it, usually it take few hours or few days. You can contact us to check the details

1. Total shipping time= processing time+ delivery time

2. The delivery time is depends on the shipping method you choose when you place the order. For most countries, we offer standard shipping、commercial shipping and express shipping like DHL/FEDEX

1. Add the items you want to the cart and checkout. After you enter the detail address, the system will help you calculate the shipping fee automatically

2. The shipping fee is based on the courier you choose when you place the order and your location

Unfortunately due to the covid-19, the international transportation and local delivery will be delayed. What's more, some courier may not updated the tracking info very fast under this situation.

Here are our related suggestion：

 *Commercial Shipping & Express Shipping: if the tracking info stop updating for 1 week, please contact us

* Standard shipping like E-pack: shipping time can not be guaranteed. If the tracking info stop updating for 15-40 working days, please contact us.

> Time:

• We offer the aftersale service like return for the order which got signed within 15 days, please contact our email: uwowocosplay@gmail.com to start the aftersale service

• To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

> Additional non-returnable items:

• Gift cards

> To complete your return, we require a receipt or proof of purchase.

> Following are conditions on which return is not accepted:

• 1: If you return part of the costumes, the payment cannot be refunded.
• 2: Worn, used or altered items cannot be returned.
• 3 undergarments, socks and stocking cannot be returned.
• 4: Items for one time wear or indoor use like shoe covers, boots tops, costume shoes, etc cannot be returned.
• 5: Wigs, facial hair and any other artificial hair including hair pieces, hair accessories, with attached hair cannot be returned.
• 6 Unauthorized refusal packages will be charged total cost on the order as returning shipping fee. This makes sense in the case that you forget to sign the package and the parcel is returned back to us. Also, you have to pay for the new shipping fee if you would like to receive again.

> Exchanges (if applicable)

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at uwowocosplay@gmail.com first to start the process

Notice: Returning shipping fee will resend shipping fee will need to bare by buyers.

First of all, If all items are confirmed to be shipped but you still have a missing item, please contact us via email with these information:

• You will be asked to send photos of the received items and the package.
• We will check on our shipping system if the item is omitted from the original shipment.
• When confirmed as missing item, we will process refunding or resending for the missing item.

  However, if omitted item checks as sold out, then it will be refunded immediately as well.

You can contact us via email: uwowocosplay@gmail.com and write these info:

• Your order number
• Problem details
• Related photos 
• Your request

• For the aftersale service like return/refund/exchange, as long as you send us the email within 15days, though our conversation time is more than 15days, we will help you
• For general questions and problems, please feel free to contact us via email/messenger/IG/online chat anytime

• Some costumes will be restocked after they got sold out but some are not, you can contact us to check the details

• You are very welcome to contact us and tell us the character name, we will collect the users' opinions and send the feedback to our product department

• Try to use the warm water(under 40℃）or cold water to wash the costume
• Please do not use the bleach to wash the costume
• Please do not use the brush to clean the costume hardly
• Better wash the costume by hand

If you are running your own social media account and want to become our promoter or model, you can check the requirements on our Sponsorship Page.

If you are artist who draw/design anime/game character fanart images and want to collab with us 

• Please send your work to our email: collab@uwowocosplay.com
• Please feel free to let us know your requirement or request

If you still need help, please DM us on IG/FB or email us.

For order related request, please indicate your order number in the message.

Email address: support@uwowocosplay.com