FAQs
PLACING AN ORDER
1. What is the status of my order?
After you place an order, you will receive an order confirmation email with your order details.
Once your order has been shipped, we will send you another email with the available tracking information.
If you created an account, you may also log in to check your order information. Guest customers will still receive order and shipping updates by email.
2. Are your costumes true to size?
Sizing may vary depending on the costume and design.
For the best fit, we recommend checking the size chart provided on each product page before placing your order.
Please do not choose a size based only on your usual everyday clothing size.
3. How do I choose the right size?
Each product page includes sizing information for that specific item.
We recommend measuring your body and comparing your measurements with the size chart before ordering.
If you are unsure which size to choose, please contact us at:
service@genkicosplay.com
Our customer service team will be happy to assist you.
Please note that "One Size" means that the product is available in only one size. It does not necessarily mean that it will fit everyone.
4. Can I change my shipping address or size after placing an order?
We can usually help modify your order before it has been shipped.
If you need to change your size, shipping address, or other order information, please contact us as soon as possible:
service@genkicosplay.com
Once the package has been shipped, we may no longer be able to make changes.
5. Can I cancel my order?
If your order has not yet been shipped, please contact us as soon as possible and we will make reasonable efforts to cancel it.
Once an order has been shipped, it can no longer be canceled.
If you no longer want the item after receiving it, please contact us and follow the instructions in our Return & Refund Policy.
We recommend accepting delivery rather than refusing the package, as refused shipments may result in additional shipping or handling costs.
6. Will the color look exactly the same as the photos?
We make every effort to display product colors as accurately as possible.
However, slight color differences may occur due to lighting, photography, screen settings, device displays, or production batches.
These small differences are normal and do not necessarily indicate a product defect.
7. What payment methods do you accept?
Available payment methods are displayed during checkout.
Depending on your location, payment options may include PayPal and supported credit or debit cards.
The available options will be shown before you complete your order.
SHIPPING & TRACKING
8. When will my order be shipped?
Most orders are processed within 2–5 business days after payment has been confirmed.
Orders placed during weekends, public holidays, peak seasons, or periods of high order volume may require additional processing time.
Once your order has been shipped, you will receive a shipping confirmation email.
9. How long does shipping take?
Shipping time depends on your destination and the shipping method selected.
Our general estimated shipping times are:
Standard Shipping: approximately 8–15 business days
Expedited Shipping: approximately 5–10 business days
Please remember:
Estimated Delivery Time = Processing Time + Shipping Time
Delivery times are estimates and may be affected by customs clearance, local carriers, holidays, weather, or other circumstances outside our control.
For more information, please refer to our Shipping Policy.
10. How much does shipping cost?
Shipping costs depend on your destination, package weight, order contents, and shipping method.
The exact shipping cost will be calculated and displayed during checkout before you complete your purchase.
11. How do I track my order?
Once your order has been shipped, we will send you an email containing your tracking number and available carrier information.
You can use the tracking number to follow the progress of your shipment.
If you have not received your tracking information or need assistance checking your shipment, please contact:
service@genkicosplay.com
12. Why hasn't my tracking information updated?
Tracking information may not update immediately after your parcel has been shipped.
While a package is moving between sorting facilities or countries, there may be several days without a new tracking update.
This is normal for international shipments.
If your tracking information has not changed for an extended period, please contact us and we will help check the shipment.
RETURNS & EXCHANGES
13. Can I return an item?
Yes. Customers may request a return within 15 days of receiving the item, provided the item meets the conditions in our Return & Refund Policy.
Items must generally be unused, unworn, unwashed, unaltered, and in good condition.
Please contact us before returning any item.
14. What if I receive a damaged, defective, or incorrect item?
Please contact us within 7 days of delivery and provide your order number along with clear photos showing the issue.
Once we review and confirm the problem, our customer service team will provide an appropriate solution.
Please do not return an item before receiving return instructions from us.
15. Who pays for return shipping?
For returns caused by personal preference, sizing choice, or other non-quality reasons, customers are generally responsible for return shipping costs.
If the item is confirmed to be damaged, defective, or incorrect due to an error on our side, we will provide an appropriate solution and cover reasonable return shipping costs when a return is required.
STILL HAVE QUESTIONS?
If you need assistance with products, sizing, orders, shipping, returns, or anything else, please contact us:
Email: service@genkicosplay.com
Our customer service team typically responds within 24 hours.
Thank you for shopping with GenkiCosplay.com.