FAQ
About Order
Q: “How to place an order?”
It is very simple to purchase your favorite item online. You can place the order without registration. But we highly recommend you create a registered account before you place the order. The steps are as follows:
Step 1: Add the Items you want to buy to the cart or click the “Buy It Now” button.
Step 2: Click the checkout to fill in your address and then choose the shipping method. Do not forget to write your contact email for receiving the order confirmation and shipping info emails.
Step 3: Finish the payment via PayPal, and then you will receive the order confirmation email.
Step 4: When the order gets sent out, you will receive the shipping email with tracking info.
Q: “How to pay for my order?”
We accept PayPal, and the currency we use is USD. Please contact us if you would like to pay in other methods.
Q: “I put the wrong address, how can I change it?”
Please contact us via email / online chat with your order number within 24 hours and send us the correct address as follows:
Full name:
Street address:
City, zip code:
Province (state), country:
Tel:
Please Notice:
1. Please tell us your Order Number and Name so that we can find the order you want to modify.
2. If your package has been delivered, we will try to try our best to help you intercept it, but if the interception fails, we will not be able to modify the address.
Q: “How can I cancel my order?”
Step 1: Contact us via email/online chat with your order number within 24 hours. Please also provide the recipient's name and phone number of the order to verify your identity.
Step 2: Our staff will start to cancel your order and refund you. You will receive a refund email when it has been completed. It usually takes 1-3 working days.
Please notice:
1. If you do not contact us within 24 hours and the order has been sent out, we can not cancel the order for you.
Q: “Why do I need to pay additional customs tax for my items?”
In certain circumstances, some countries may charge customs taxes for purchases from other countries. Please kindly note that the buyer should be responsible for the customs tax of their country. Thanks for your understanding.
Q: “Why can’t I find my orders in my account?”
As you did not create an account when placing your order, you are unable to access any information about your order on our website. If you would like to check the status of your order, please reach out to us via email or message. We'll be happy to assist you. You can also use the same email to register an account after you place the order, and your orders will automatically combine in your account. So you can also log in to check your orders.
Q: “How will I know if my order is confirmed?”
After you have placed your order, you will receive an acknowledgment e-mail from us to confirm that your order has been received. However, do note that orders will only be shipped when your credit card payment has been approved and the billing and delivery address is verified. Alternatively, you may check the status of your order in “My Account” if you are a registered user.
Q: “I have a discount code, how can I use it?”
You can enter the discount code on the shopping cart page and checkout page; the system will automatically calculate the amount after the discount, and then you can proceed to the next step of checkout.
Q: “Can you add items after making the order?”
I am sorry, we can't add the items. Please place a new order with the same delivery option. Once you've done so, kindly inform us, and we'll ship both orders together and refund any excess shipping fees.
About Product
Q: “What does pre-sale mean?”
Pre-sale means this item is currently under production; thus, we can not send it out now.
However, people can still order it in advance; usually, the Pre-sale price will be lower than the original price. And when the costume arrives at our warehouse, we will send out the Pre-sale orders first according to the ordering time.
Q: “What is the Pre-sale process?”
We will launch 20 new Pre-sale products with original designs every month.
Step 1: Place the Pre-sale order on our site.
Step 2: Wait for the item to be finished; this period usually takes about 1-3 months.
Step 3: When the costume arrives at our warehouse, we send the Pre-sale orders out according to the ordering time; you will receive the email with the tracking number.
Please notice:
Please do not order the Pre-sale items together with the in-stock items because we can only send the order out when all the items are in stock.
Q: “Are all the costumes in stock ?”
All the costumes are in stock, as the costumes are produced by ourselves. So, when you make the order, the products will be ready to ship to you in 48 hours. But for the Pre-sale costumes, which needs to wait.
Q: “How long does it take to make an item if it is not ready to ship ?”
Most of the costumes can be ready to ship in 2 working days.
Some of the latest IP clothing usually goes through pre-sales first. Our design team and factory will accelerate production, usually taking 30-90 days to complete the production.
Q: "Do you do custom sizes?"
Some customers have provided us with feedback that they require clothing in more fitting sizes. We have selected some clothing that can be customized in size. We have some customized clothing that can be made according to your specific body size. Usually takes 30-45 working days.
Q: “Why do I find the costume on your site?”
The costumes on our site are various. It is possible that some costumes can not be found owing to the incorrect keywords. If you still can not find the costumes you are interested in, please contact us for information. Alternatively, you can show us some pictures of the costume, and we will check it for you.
About Shipping
Q: “How long is the shipping time?”
1. Total shipping time= processing time+ delivery time
2. The delivery time depends on the shipping method you choose when you place the order. For most countries, we offer standard shipping, commercial shipping, and express shipping like DHL/FEDEX
Q: “How much is the shipping fee?”
It is based on the package's weight, volume, your country, and the shipping method you choose. You can add the item you are interested in to the cart and go to the checkout page to check how much the shipping fee is.
If your address is in a remote area, there may be an extra shipping fee.
Q: “How do I track the order ?”
We will email the shipping number to you after the order is shipped out.
Please check the emails from us. You can also track the order by logging in to your account at our site.
If you think your order tracking is abnormal, feel free to email us.
Aftersale Service
Q: “I received the costume. I am not satisfied with it. I want to return the costume for a refund.”
Please show us some pictures or videos of the costume you received and tell us which part does not meet your needs. Thus we can check it for you. Thanks.
Q: “I received the costume from you. But the costume is small, so it is not wearable. Can I exchange it ?”
If the costume is new, not worn, and can be sold again, we can exchange the costume. If we ship the correct size to you that does not fit, we can also exchange the costume. But you need to cover the shipping charges during the reshipping.
Q: “Return Policy”
We offer after-sales service such as a return for the order which got signed within 5 days. Please contact our email: miukocosplayofficial@gmail.com to start the after-sales service.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
The following are conditions on which a return is not accepted:
1: If you return part of the costumes, the payment cannot be refunded.
2: Worn, used, or altered items cannot be returned.
3: Undergarments, socks, and stockings cannot be returned.
4: Items for one-time wear or indoor use like shoe covers, boot tops, costume shoes, etc cannot be returned.
5: Wigs, facial hair, and any other artificial hair, including hair pieces and hair accessories, with attached hair, cannot be returned.
6: Unauthorized refusal packages will be charged the total cost of the order as a return shipping fee. This makes sense in the case that you forget to sign for the package and the parcel is returned to us. Also, you have to pay for the new shipping fee if you would like to receive it again.
Q: “Exchange Policy”
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at miukocosplayofficial@gmail.com first to start the process.
Notice: Returning shipping fee will resend shipping fees will need to be borne by buyers.
Q: “What if part of my order is missing or defective?”
First of all, if all items are confirmed to be shipped but you still have a missing item, please contact us via email with this information:
1. You will be asked to send photos of the received items and the package.
2. We will check our shipping system if the item is omitted from the original shipment.
3. When confirmed as a missing item, we will process a refund or resend the missing item.
4. However, if the omitted item checks as sold out, then it will be refunded immediately as well.
Q: “How do I start the after-sales service?”
You can contact us via email: miukocosplayofficial@gmail.com and write these info:
Order number :
Problem details :
Related photos :
Your request :
Q: “What's the after-sales service(return/refund/exchange) time?”
For after-sales service like return/refund/exchange, as long as you send us the email within 15 days, even if our conversation time is more than 15 days, we will help you.
For general questions and problems, please feel free to contact us via email/messenger/IG/online chat anytime.