Q:  Why do I need to pay additional custom tax for my items?

A:  In certain circumstances, some countries may charge custom taxes for the purchase from other countries. Please kindly note that the buyer should be responsible for the Custom Tax of his country, thanks for your understanding.

Q:  Which currency do you use?

A:  The default currency on our website is USD. If you want to see other currencies, please click the right top to selecting your store’s currency, the store will automatically update to display the currency associated with your payment processor.

Q: How will you notify me if there is a problem with my order?

A:  All order communication is done via email, so it’s important that your email address is accurate and current.

Q: Why can’t I find my orders in my account?

A:  As you did not create an account when placing your order, you are unable to access any information about your order on our website. If you would like to check the status of your order, please reach out to us via email or message. We’ll be happy to assist you. And you can use the same email to register an account after you placed the order, your orders will automatically combine in your account. So you can also log in to check your orders.

Q: Can you add items after making the order?

A:  I am sorry, we can’t add the items, please place a new order with the same delivery option. Once you’ve done so, kindly inform us and we’ll ship both orders together and refund any excess shipping fees.

Q: Order Status Meaning?

A:  Canceled – Canceled indicates that the order is created and is canceled by customers.

Pending – Pending indicates that an order is created, but no payment has been made.

Payment Review– The payment is pending for review.

Processing – Processing indicates that an order is being tailored but not shipped.

Complete – Complete is shown when the order is shipped.

Closed – Indicated that an order have had a credit memo assigned to it and the customer has received a full refund.

Refunded – Indicated that an order have had a credit memo assigned to it and the customer has received a partial refund.

PRODUCT
Q: Do you have the actual picture of the product?
A: I’m sorry, we don’t have any actual pictures of this product currently. We advise you to subscribe to the product on the product page so that you may receive updated pictures of this product when they become available.

Q: Why haven’t my items marked as “24-hour shipping” been dispatched within 24 hours?
A:  Orders containing both in-stock and out-of-stock items will ship only when all items are ready. If you urgently need the in-stock items, please place separate orders for in-stock and out-of-stock products.

Q: Why can’t some cosplay be made to a customized size?
A:  Please be aware that if the item you have inquired about does not have a customize size option on the product page, we are unable to manufacture customized sizes for this costume. This is because some items only come in set sizes, so we are unable to make customized sizes for these products.

Q: As a male interested in crossplay, should I choose male or female sizes for costumes if I prefer to wear them unaltered, and are there any alterations to items like skirts or high heels in male sizes?
A:  For crossplay, if you prefer to wear the pieces unaltered, please choose sizes based on your actual gender. The item will be the same.

Q: What is the size of the normal wig?
A:  Our wigs are typically only suitable for head circumferences up to 60cm; if your head circumference is bigger than this, please contact customer care before making a purchase.

Q: Are there any costumes washing and drying instructions?
A:  The methods for cleaning cosplay costumes can vary depending on the materials. Here are some methods for common materials:
1. Hand washes only, using normal water ( just don’t be so hot or cold) will be okay. Finally, hang it on a hanger to air dry, avoiding direct sunlight.
2. It will be better to wash them separately to prevent staining, especially for the sharp & bright like red, yellow, purple, green, etc.
3. For most of them (except leather, fur & materials that are thin, light or weak), you can iron it (like ironing normal clothing) when they are dry.
4. For the cotton and polyester costumes, I think hand washing will be better, Yes, but it’s better to turn it inside out when you wash it, so you can keep the surface from piling.
5. Leather and faux leather: If possible, use a professional leather cleaning agent. If you don’t have a specialized cleaner, you can gently wipe the leather surface with a damp cloth, but avoid saturating the entire costume. Use a soap-free solution or leather conditioner to wipe and maintain the softness and shine of the leather. After cleaning, wipe dry with a cloth and then lay it flat to dry, avoiding exposure to sunlight or using hot air to dry.

Q: Are there any wigs washing and drying instructions?
A:  Cleaning methods for cosplay wigs may vary depending on the materials used. Here is a general guideline for cleaning cosplay wigs:

Brushing: Before washing the wig, gently brush it with a wig brush to remove any tangles or loose hair. Start from the ends and work your way up to avoid damaging the fibers.

Pre-wash: Fill a basin or sink with cold water and add a small amount of mild shampoo specifically designed for synthetic wigs. Swirl the water to create a gentle lather.

Washing: Submerge the wig into the soapy water for one minute and gently swirl it around. Use your fingertips to lightly massage the wig, paying attention to the areas that are most soiled. Avoid excessive rubbing or twisting, as it may cause tangling or damage to the wig.

Rinse: Empty the soapy water and refill the basin with clean cold water. Rinse the wig thoroughly by submerging it and swirling it around in clean water. Repeat this step until no traces of shampoo remain.

Conditioning (optional): You can use a wig conditioner specifically formulated for synthetic hair. Follow the instructions on the conditioner bottle and apply it to the wig, focusing on the mid-lengths and ends. Rinse the conditioner out thoroughly with cold water. Or apply conditioning spray very lightly over wig, spraying 10–12 inches from the wig.Drying: Gently squeeze out excess water from the wig without twisting or wringing it. Place the wig on a wig stand or a towel to air dry. Avoid using heat sources such as hair dryers or direct sunlight, as they can damage the fibers. Allow the wig to dry completely before styling or storing it. And brush wig only when completely dry.

SERVICE

Q: Can you take a personalized or custom item?
A:  We offer personalized or custom, made-to-order items. You can request a personalized or custom item. Please provide the product’s name or link or the picture. Or submit commission inquiry HERE. If your email address does not go through this commission form, please email us directly with the required content in the form, our email: zeycosplay@outlook.com Please note that if the item you inquired does not have a customize size option on the product page, that means we cannot do customized size for this costume.

Q: I was wondering if you sell it separately?
A:  Yes, we can sell separately and do the custom size.

Q: Why can’t my order use the coupon code?
A:  Our coupon is only applicable to full-priced products and cannot be used for discounted products. Discounted products will display a message below the price that reads”Attention: NO coupons can be used for this product”.

Q: Do you style the wig before shipping out?
A:  Our wigs come with a basic style. You can also leave your special instructions about your style service when you place the order; our stylists will style wigs to your specifications.

AFTER SALES

Q: What is your return policy?
A:  Please check via the link:
https://www.zeycosplay.com/zeycosplay-policy

Q: What are the rules of cancelling orders?
A:  1. Cancellation Before Dispatch:
·Cancellation within 24 hours: Free of charge, full refund.
·Cancellation after 24 hours: 50% of the item fee charged. The remaining 50% of the item fee and shipping costs will be refunded after cancellation.
·Note: Custom products cannot be cancelled once production has started.

2. Cancellation After Dispatch:
Unfortunately, due to international logistics constraints, we are unable to cancel orders that have already been dispatched.

For cancellation requests, please contact us via email rather than social private chat. Thank you for your understanding.

ACCOUNTS

Q: Why I got no points from my previous orders?
A:  These are rules regarding how to earn the points:
1. Points can only be earned and used when placing an order while logged into your account. Orders placed without logging in will not count towards points.
2. Earned points will be approved once the order is completed.
3. Points will be canceled if the order is refunded.
4. Points expire after one year and will automatically become invalid.
5. No points will be earned for orders where a coupon is used.
If you meet all the above conditions but still haven’t received your points, please contact our customer service for verification and assistance.

OTHERS

Q: What is the use date?
A:  The “Use Date” refers to the date you need the item by. It serves as a reference date of our maker’s production. While we will do our best to deliver by the use date you have provided, please note that we cannot guarantee it since the processing/tailoring time may vary depending upon each individual item. To ensure that you receive your order on time, we recommend that you choose your use date based on our average processing/tailoring time, which typically ranges from 1-5 weeks.