Return / Exchange Policy
It is our great honor that you choose our site for your costume. Your satisfaction is the most important thing we continuously pursue. If regrettably, you find our costume(es) have the following issues that could not meet your requirements, you have the rights to return the costume(es) to get a refund. As costumes from otakuplan are all Custom-made according to buyer's own measurements, so it's really important for us to offer a fair and responsible return/exchange policy. We also will check each order before we arrange shipment.
1. Defective/Missing items/Size different from our website size chart.
Customers should contact us within a week of delivery of items and email us photos to support the claims if you find the package missing item(s) and costume with the wrong size. We can arrange a new shipment of the missing items for free. Especially for Wrong size costumes, once confirmed the error occurred in our side, we will make a new one costume free (by the way, the 1-2 inches difference will be acceptable and 1-2 inches difference is normal); if this caused by the wrong measurements buyer provided, otakuplan are not responsible for this, buyers will be charged for a new one at 10% discount off, in this situation if size revision needed, buyers should send the costume back to us at their own cost and we will charge buyers for the revision at cost.
We do NOT accept refunds and exchange for the item we didn't made wrong, but if the size really different of your measurements, we will make a new one free for the wrong parts.(this only provide for people who choice customize size, people email us the measurements will not available for this policy)
Following Items Excluded From Returning or Exchanging,
Item that have been used or washed.
Item that smell of cigarette smoke or perfume
Item with stains
1. Please be noted that only the listing price excluding shipping fees would be refunded.
2. Buyers are responsible for returning the items in their original conditions within 2 weeks of delivery of items at their own expense through registered mails with online delivery tracking number.
3. The refunds will be returned back to you in 3 days after we accept your return request, the refund will be returned back to your account after 24 hours after we proceed the refunds.
Returns Process :
Please carefully follow our returns process to minimize any delays:
1.If your item is returnable (see above),pls contact [email protected] ,provide following info:
SKU number or product name
Reason for return
2.Our customer service team will respond to your request within 48 hours and provide you our return address.Pls noted that don't use the shipping address on the package.
3.Please return the item according to our instructions and send us return proof in the form of the tracking number and a valid return receipt.
4. Once we have received the returned item(s), we will email you and arrange an exchange or a refund within 3 days.
Kindly allow between 3-6 business days for our after sales team to process your request.
After this, please note the refund times below:
For credit card refunds, please allow between 10-20 business days for the transaction to process.
For PayPal refunds, please allow up to 48 hours for the transaction to appear in your account.
All costumes from otakuplan made in your own size, pls check your order carefully before submitting. We will send a confirmation email after you placed an order. In the event that a mistake has been made on a processed order, pls email us in 24 hours after your submitting, Order Cancellations or Changing only works in this time frame. Cause Our dressmaker will start customizing the dress for you within 24 hours after receiving your payment. Orders canceled after 24 hours are subject to a handling fee equaling 50% of the item price. And orders cannot be canceled after 3 business days. Thanks for your understanding
If the order has already shipped, or cannot be located in the shipping containers, Otakuplan.com will not be responsible for any additional costs added to correct the order.
3. Wrong Delivery Address/ upgrade the shipping method
Otakuplan.com ships all orders to the shipping information address provided by the customer. Customers are responsible for submitting complete address information required. In the event that necessary shipping information is left off the order during the checkout process, We will ONLY able to proceed refund if we sent the package to the wrong shipping address. (which different from order shipping information.) We will NOT able to proceed refund if we sent the package to the correct shipping address.
Otakuplan.com is not responsible for any additional charges needed to reship or retrieve a package. Shipping fee depend on which shipping method you choice. If you want to upgrade to UPS/FedEX, customer need pay the extra shipping fee to our Paypal account immediately.