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FAQ
— Here to help with sizing, orders, shipping and custom cosplay enquiries
Helpful Answers To Your Questions
Find clear answers to common questions about orders, shipping, returns, payments, and our services, helping you enjoy a smooth and confident shopping experience.
Orders
How do I place an order?
Simply browse our collection, select your preferred size or customization options, add the item to your cart and complete checkout using one of our secure payment methods.
Can I cancel my order?
Orders may be cancelled before production begins.
As many of our products are made to order, cancellation requests submitted after production has started may not be possible.
Please contact us as soon as possible if you wish to cancel an order.
Do I need to create an account?
You may check out as a guest or create an account to manage your orders more easily.
If you’re unsure, feel free to contact us before placing your order.
Can I modify my order after payment?
If production has not yet started, we can usually update:
- Size
- Shipping address
- Contact details
- Selected options
Please contact us immediately after placing your order.
Sizing
How do I choose the correct size?
Please refer to our Size Guide and compare your body measurements with the measurements provided on each product page.
If you’re unsure, feel free to contact us before placing your order.
Do you offer custom sizing?
Selected products, excluding jumpsuits, can be made to custom measurements.
Please provide accurate measurements when placing your order. Custom-sized products are made specifically for you and are generally not eligible for return unless there is a manufacturing defect.
What if my measurements fall between two sizes?
We generally recommend choosing the larger size for a more comfortable fit. If you’re unsure, please contact us before ordering.
Are the measurements accurate?
Our costumes are handmade, so measurements may vary by approximately 1–3 cm.
This is considered a normal manufacturing tolerance. If you’re unsure which size to choose, simply contact us with your measurements and we’ll be happy to recommend the most suitable size.
Are your costumes based on Asian sizing?
Most of our costumes are produced according to our own size charts rather than standard US, EU, or Asian sizing.
Please always refer to the measurements listed on each product page instead of your usual clothing size.
Shipping & Delivery
Do you ship internationally?
We ship to most countries worldwide.
Shipping options and delivery times vary depending on your destination.
How long does shipping take?
Estimated delivery times:
- Australia: 5–10 business days
- United States & Canada: 7–12 business days
- Europe: 7–12 business days
- United Kingdom: 7–12 business days
- Other countries: 7–12 business days
These are estimated delivery times and may vary due to customs processing or carrier delays.
Why hasn’t my tracking updated?
Tracking updates may take several business days after dispatch, particularly for international shipments or during customs processing.
How long does production take?
Most costumes are made to order.
Production typically takes 5–8 business days, depending on the complexity of the costume.
Highly detailed or custom-made costumes may require additional time.
How do I track my order?
Once your order has been shipped, you’ll receive a shipping confirmation email containing your tracking number.
You can also use our Track Order page.
Do I need to pay customs duties or import taxes?
ON Cosplay is responsible for any applicable customs duties and import taxes on eligible orders.
If any customs-related issues arise during delivery, please contact our support team and we will assist you in resolving the matter.
Returns & Refunds
Can I return my costume?
Eligible standard-size products may be returned in accordance with our Refund & Returns Policy.
Custom-sized, personalized, or made-to-order items are generally not eligible for return unless there is a manufacturing defect or an error on our part.
How long do refunds take?
Once approved, refunds are processed to your original payment method.
Most banks and payment providers complete the refund within 5–10 business days.
What should I do if my item arrives damaged or incorrect?
Please contact us within 7 days of delivery.
Include:
- Your order number
- Clear photos of the issue
- A brief explanation
We’ll review your request and offer an appropriate solution, such as a replacement, partial refund, store credit, or full refund where applicable.
Other
Do you collaborate with influencers or content creators?
We welcome collaboration opportunities with cosplayers, photographers, streamers, and content creators.
Please contact support@oncosplay.com with your social media profiles and collaboration proposal.
Do you offer wholesale or bulk orders?
We accept bulk and wholesale enquiries for cosplay groups, conventions, retailers, schools, theatres, and event organizers.
Please contact us for a customized quotation.
Need More Help?
Can’t find the answer you’re looking for?
Our friendly support team is here to help.
Email: support@oncosplay.com
Response Time: 1–2 Business Days
