Refund policy

Contact Deadline

If you have any issues with your order, please contact us within 14 days of receiving your package:

📧 kealcosplay@gmail.com

Please include the following when reaching out:

• Order number
• Description of the issue
• Clear photos or videos showing the problem

Requests submitted after 14 days will not be eligible for review.

Eligible for Return or Exchange

The following situations are our responsibility and will be resolved at no cost to you:

• The product has obvious manufacturing defects (tears, loose stitching, craftsmanship issues, etc.)
• Wrong item received (style or color does not match your order)
• Missing parts or accessories
• Product is significantly different from the description on the product page
• Product was damaged during shipping (please provide photos of the damaged outer packaging)

Resolution: We will offer a free replacement or full refund — your choice.

The following situation is considered our sizing error, and we will remake the product:

• The finished product measurements differ from the size data you submitted by more than 3cm

Resolution: We will remake the product at our expense once the correct measurements are confirmed.

Not Eligible for Return or Exchange

The following situations are not covered by our return or exchange policy. Please review carefully before placing your order:

• Products that have been worn, washed, or used
• Products with odors such as cigarette smoke or perfume
• Products with stains or damage caused by the customer
• Packages undelivered due to an incorrect address provided by the customer
• Products that do not fit due to incorrect measurements provided by the customer (all custom-sized products are made to the specifications you provide and cannot be returned on this basis)
• Minor color differences (color may vary slightly due to differences in screen display settings — this is considered normal)
• Size deviations within 2cm (minor variations are inherent to handmade production)
• Change of mind or personal preference
  

📌 Custom Orders: All products made to your measurements are non-cancellable and non-refundable once production has begun, unless there is a confirmed manufacturing defect. Please double-check your measurements carefully before ordering.

How to Return

If your request meets the conditions above, please follow these steps:

1. Email us at kealcosplay@gmail.com within 14 days of receiving your order, describing the issue and attaching photos
2. Our team will review your request and provide the return address and instructions
3. Please ship the item back within 14 days of receiving our confirmation, via your local post office airmail, and provide us with a tracking number
4. Return shipping costs are the responsibility of the customer, except in cases where the return is due to our error
5. Once we receive and inspect the returned item, we will process your refund or exchange within 5 business days

Please return the product in its original packaging. Items must be unused and in their original condition.

Refund Timeline

Refunds will be issued to your original payment method:

Processing times are determined by your bank or payment provider. If your refund has not arrived after the estimated time, please contact your bank directly.

Exchange Process

For eligible exchanges (e.g. wrong item sent, sizing error on our part):

• No additional payment is required for exchanges due to our error
• Replacement items will be dispatched within 3–5 business days after inspection is complete
• A new tracking number will be provided once your replacement has shipped

Contact Us

For any questions or concerns, please reach out to us:

📧 Email: kealcosplay@gmail.com
🕐 Hours: Monday to Friday, 9:00 AM – 6:00 PM

We aim to respond to all inquiries within 1–2 business days.