Before: If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve checked all things well done and you still haven't received your refund money to your account yet, please contact us at service@xcoser.com（Only received an e-mail by refund） and subject please write: Your order No. + Refund hasn't received it.
Sale items refund not accept only for limited
Only regular normal priced items may be refunded, unfortunately, sale items can't be refunded.
A Propse：
At present now, we ship to the world.
1. We give English office-Onlineshop who use English or can read and using English in worldwide.
2. we also prepare Germany official-Onlineshop.
3. We have a plan to finish the French official-Onlineshop at the end of 2020.
4. Future Spanish (in preparation) and Italian (in preparation).
If your wanna get the best service, get better user experience, and good more support. Please go to your country website. If you haven't please be the comprehension of us.
Cancellation Policy
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How to cancel a paid order？
We know that ordering goods for your special occasion is an important task, so we have to make a cancellation policy. however, It is important to note that our clothing is produced to order. Once the tailoring process begins, the material cannot be reused.
The good news is, after your order, there is still a limited time to change your mind. For more details, please read carefully about our cancellation policy.
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For all clothing:
1. Standard size example: (XS / S / M / L / XL / XXL etc)
- -Orders canceled within 24 hours after payment confirmation will be eligible for a full refund.
-Orders canceled 24 to 48 hours after payment confirmation will be eligible for a partial refund, including full shipping costs and 60% of the product purchase price.
-Orders canceled 48 hours after payment confirmation will no longer be eligible for a refund, including shipping fees also no refund.
Special: If we cannot deliver the order or wait for more than 2 months and the order is not shipped, we will accept a full refund request application.
- After the order the products were sent, it will not be possible to cancel and refund again.
-Another situation（Can't cancel and no refund）： If your order has generated a logistics and transportation number, we need a certain time to put the order information in your order information and send an email notification to you that there will be a 24-hour processing period. If you receive your refund request, the order is in You will not be able to cancel this window period or your order has been sent. (*Note: After the logistics number is generated, it is usually 24-48 hours before the specific record can be queried through the logistics company website, please respect the patience of customers)
2. By Personalized customization / Custom size
-Orders canceled within 24 hours after payment confirmation will be eligible for a full refund
-Orders canceled 24 to 48 hours after payment confirmation will be eligible for a partial refund, including full shipping costs and 50% of the product purchase price.
-Orders canceled 48 hours after payment confirmation will be eligible for a refund, including full shipping costs.
-After your order is sent out, it cannot be canceled.
-Another situation（Can not cancel and no refund）： If your order has generated a logistics and transportation number, we need a certain time to put the order information in your order information and send an email notification to you that there will be a 24-hours processing period. If you receive your refund request, the order is in You will not be able to cancel this window period or your order has been sent. (*Note: After the logistics number is generated, it is usually 24-48 hours before the specific record can be queried through the logistics company website, please respect the patience of customers)
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3.For wigs, shoes, props, or other accessories categories:
-Orders canceled within 48 hours after payment confirmation will not be eligible for a full refund
-Orders canceled within 48-72 hours after payment confirmation will be eligible for a partial refund, including full shipping and 50% of the product purchase price
-Orders canceled 72 hours after payment confirmation will be eligible for a refund, including full shipping costs.
-After your order is sent out, it cannot be canceled.
-Another situation（Donot cancel and no refund）: If your order has generated a logistics and transportation number, we need a certain time to put the order information in your order information and send an email notification to you that there will be a 24-hour processing period. If you receive your refund request, the order is in You will not be able to cancel this window period or your order has been sent. (*Note: After the logistics number is generated, it is usually 24-48 hours before the specific record can be queried through the logistics company website, please respect the patience of customers)
Return policy
For defective items caused by Xcoser, lost items, or items that are significantly different from our description, we provide refunds or exchange/change clothes. Since Xcoser's clothing is customized according to the customer's size, we provide a fair and responsible return/exchange policy. To complete your return, we require a receipt or proof of purchase. Please do not send your purchase back before you contact us for receiving the address because we have many warehouses to receive the returns based on the customer’s location.
Explanation
1. Size: Because of the particularity of the products we provide, the size tolerance range is normal between 2-3CM, please do not worry about buying if you do not affect the use. For very rigorous and precise guests, please purchase at your discretion.
2. Color: Due to different batches of production, as well as the dry humidity of the raw materials, subtle differences in composition, shooting equipment, lighting, and terminal display, there may be certain deviations in color. If you have high requirements for product color, please contact Our customer service sales team communicates, and our professional customer service sales team will determine with the production department whether we can deliver the goods according to your needs. If there is no communication beforehand, we will not accept any form of refund application and customer complaint.
3. Accessories: For the sake of visual beauty, the content we show in some photos is not necessarily the entire set of items you have purchased. For details, please refer to the product list section on the product page. We will not be responsible for other products other than the items you ordered.
RE / EX :
1.Situation: Items with the wrong size, defects, missing items, or obvious differences (such as color, missing parts, etc.) from our store description.
Steps: a. Before RE / EX application progress - Please should contact us within 2 days after the item is signed by the customer.
b. Write to E-mail us (Service@xcoser.com Subject: RE / EX and your order No. ) with detailed info like ( From which website you get it, order No. and which problem with the product.) with photos to support the replacement or refund claim. For the wrong size clothing, if it is determined that we caused the error, Xcoser will provide new clothing for free. (*Note: For the normal tolerance of the product size, please refer to the "Size" section above)
Situation: However, if the customer provides the wrong size, Xcoser is not responsible for the wrong size of the custom clothing. In this case, the customer can choose to keep the original clothing and receive new goods at a price 20% lower than the normal price in our online shop, or ship the clothing back to us for modification (the postage from the customer's country to our factory is borne by the customer, please specifically ask the customer service staff, the team will guide your operation); Finally, you only need to pay the revision fee and return the item (the revision fee includes labor costs, some raw material costs, and the cost of being sent to the customer's country again).
We provide 14 days limited worry-free shopping protection
The customer is responsible for returning the items in their original condition within 2 weeks after delivery. The return of goods must be carried out by registered parcel at the expense of the customer. And please provide an effective URL for the online delivery tracking number, logistics company, and online check.
> The following items are not included in the return or exchange policy:
- Used/washed clothing/wigs
- Clothing/wigs that smell cigarette smoke or perfume
- Clothing with stains
- The tag has been damaged or the clothing has been damaged or affected the second sale or a certain part is missing
2. Wrong delivery address
Xcoser will deliver all orders to the address provided by the customer. The customer is responsible for submitting all necessary address information. If the shipping information is incorrect or incomplete during the checkout process or our order has been issued, you are requested to change the other address. Sorry, Xcoser will not be responsible for any additional costs incurred in resending or retrieving the package. (Note: users who need to change their address after the package has been delivered to the logistics carrier by Xcoser, please contact the logistics company yourself. For details, please refer to the carrier information in the logistics information, and search for the service of the carrier telephone and address in your country through google )
Refund :
we will refund methods:
- Gift Card
- Other Products
-In some special cases, we refund your money ASAP direct to your account.
