If you have any inquiries or require additional information, kindly refer to the frequently asked questions and our corresponding answers provided below.
To cancel your order, it must be done within 6 hours of purchase. Please use our contact form at the bottom of this page and select the ‘Cancel order’ subject. Ensure you provide the correct order number for us to process your cancellation request. If the order number is incorrect, we will be unable to proceed with the cancellation. Refunds for cancelled orders will be issued to the original payment method. Credit card refunds will be issued to your card, while PayPal refunds will be returned to your PayPal account. Please note that your bank or credit card issuer may place a hold on the funds for 1-3 days after cancellation, which is beyond our control.
To make changes to your order, the simplest method is to cancel it within 6 hours (follow the instructions provided above) and then proceed to place a new order.
You can request a refund or reshipment for your ordered products under the following conditions: if you haven’t received them within the guaranteed time frame of 50 business days (excluding 2-5 day processing), if you received an incorrect item (refer to instructions below), if you don’t want the received product (subject to returning the unused item at your expense), or if you cancel your order within 6 hours of purchase (see instructions above). Refunds will not be issued if the non-arrival of your order is due to factors within your control (e.g., incorrect shipping address provided), exceptional circumstances beyond our control (e.g., customs clearance delay, natural disaster), or if you cancel your order after 6 hours of purchase. To request a refund, please complete our contact form at the bottom of this page, selecting the ‘Refund order’ subject. It’s crucial to provide the correct order number for us to process your refund request. Refund requests can be submitted within 15 days after the guaranteed delivery period (50 business days) has expired.
Please be aware that the estimated delivery time within the USA is 8-12 business days, while internationally it is 10-18 business days. Once your order is shipped, you will receive an email containing a tracking number. However, please note that tracking may not be available for orders shipped via free shipping. Please understand that, for logistical reasons, items from the same purchase may be sent in separate packages, even if combined shipping was requested. Any customs fees incurred after the items have been shipped are the responsibility of the customer.
Tracking numbers are assigned to packages upon shipment. Once your package has been shipped, you will receive an email containing the tracking code. However, please be aware that tracking may not be available for orders shipped via free shipping. You can track your order by visiting our Tracking page. It’s important to note that the current status displayed may not always reflect the actual status. Therefore, if a package appears to be stationary, it could already be in your country but the tracking information may not have been updated yet. Please keep in mind that the maximum delivery time is 50 business days.
If you find that what you received is not what you expected or does not match the description on the product detail page, please review the order confirmation email in your mailbox. Occasionally, we may have sent you the correct product, but there could be multiple variations available for selection on the product detail page, often with different prices. It is possible that you selected a specific variation, which is the one you received, instead of the ‘main’ product displayed on the product page. If you still believe that we have indeed sent you the wrong product, kindly complete our contact form located at the bottom of this page. Select the subject titled ‘Wrong product received’ and attach one or more clear photos showing the incorrect item(s) you received. Additionally, providing a detailed description of how the item differs from the product information listed on our website would be helpful. It is crucial to enter the correct order number when submitting the contact form.
To report a damaged product, kindly complete our contact form located at the bottom of this page. Select the subject titled ‘Damaged product received’ and proceed to upload one or more clear photos clearly showing the extent of the damage. Additionally, provide us with a detailed description of the damage. Our team will carefully review your email and make contact with you as soon as possible.
Due to logistical reasons, it is possible that items from the same purchase may be sent in separate packages, even if combined shipping was requested. We kindly ask for your patience until the remaining item(s) arrive.
You have the option to select your preferred currency at the top of our website. All product prices will be automatically converted into the selected currency using the Google Finance converter. In most cases, transactions will be processed in EUR, and the order confirmation will display the total amount in EUR. If your credit card account uses a different currency (e.g., USD), you may be charged at a different exchange rate than the one quoted on our website. Additionally, you might incur a foreign currency transaction fee. If you have any concerns or questions, we recommend contacting your bank or credit card provider for clarification. Please note that we are not responsible for any exchange rate discrepancies or charges imposed by your bank or credit card company.
Phone support is not available as we believe that providing the same level of effective assistance over the phone would be challenging. However, we do offer 24/7 online support through email. Rest assured that our customer service agents, who are real, friendly, and experienced individuals, are located at our headquarters in Europe.
Response times for our support may vary due to different time zones and the current volume of inquiries we receive. We make every effort to provide a prompt response within 1-5 days. However, for more complex questions or issues that require thorough investigation, it may take additional time. Please note that during holidays, when we experience a high influx of incoming emails, waiting times may be longer than usual. We sincerely appreciate your patience and assure you that we will get back to you as quickly as possible.
Order confirmations and shipping notifications are sent to the email address you provided during the order placement. If you cannot locate the verification email in your inbox, we recommend checking your Junk or Spam folders. Additionally, please ensure that any firewall or anti-spam software you have installed is not blocking our emails. If these steps do not resolve the issue, it is possible that you may have entered an incorrect or invalid email address during the order process. In such cases, please contact us by filling out the contact form at the bottom of this page and select the subject titled ‘Not receiving notifications’.
Please do not hesitate to reach out to us for any presales inquiries or concerns. You can easily get in touch with us by filling out the contact form located at the bottom of this page. Kindly select the subject labeled ‘Presales’ to ensure that your message is directed to the appropriate department. We value your interest and look forward to assisting you.
If you have been unable to find the answer you were searching for, we kindly request you to contact us directly by completing the form provided below. To expedite our assistance, please ensure that you fill in all the required fields accurately. Our team is committed to providing you with swift and efficient support to address your concerns.
One Business Center
7943 PE Meppel
CosplayWare.com is an official trade name of Thalpy B.V.