FAQs

Everything You Need to Know

Have questions before placing your order? We’ve answered the most common questions about ordering, sizing, shipping, returns, custom dream cloak and more.

If you can’t find the answer you’re looking for, our support team is always happy to help.

Email: support@oncosplay.com

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 within 24 hours of purchase.

After 24 hours, many of our products enter production. Once production has begun, cancellation requests may no longer be accepted.

If you need to cancel your order, please contact us as soon as possible and we will do our best to assist you.

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.

Will I receive an order confirmation?

A confirmation email will be sent shortly after your order has been successfully placed.

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.

Are your measurements accurate?

Our costumes are handmade, so measurements may vary by approximately 1–3 cm.

This is considered a normal manufacturing tolerance.

Do you offer custom sizing?

Selected products can be made to custom measurements.

Please check the product page or contact us before ordering.

Shipping & Delivery

How long does shipping take?

Production typically takes 5–10 business days.

Once dispatched, delivery usually takes 7–10 business days, depending on the destination and shipping carrier.

Please note that these timeframes are estimates only and may occasionally be affected by manufacturing, customs clearance or courier delays beyond our control.

Do you ship internationally?

We ship to most countries worldwide.

Shipping availability and delivery times are shown during checkout.

Can I track my order?

Tracking information will be emailed once your order has been dispatched.

Why hasn’t my tracking updated?

Tracking updates may take several business days after dispatch, particularly for international shipments or during customs processing.

Do I need to pay customs duties or import taxes?

For eligible orders, ON Cosplay covers applicable customs duties and import taxes.

If you are contacted regarding customs charges for your order, please contact our support team before making any payment so we can assist you.

Payments

What payment methods do you accept?

We accept secure payment methods available during checkout.

Available payment options may vary depending on your location.

Is my payment secure?

All payments are processed through secure payment providers using encrypted connections.

ON Cosplay does not store your payment card details.

Returns & Refunds

Can I return my order?

Please refer to our Refund & Returns Policy for complete details.

Return eligibility depends on the product type and the reason for the return.

Can I return a custom-made dream cloak?

As custom-made and personalised products are produced specifically for each customer, they are generally not eligible for return or exchange unless required by applicable law.

What if my item arrives damaged or incorrect?

Please contact us within 14 days of receiving your order and include photographs of the issue.

We’ll review the matter and work with you to find an appropriate solution.

Products

Will the colours match exactly?

Actual colours may vary slightly due to lighting, photography and differences between display screens.

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