Whether you have already purchased clothing from Coshduk or not, you can read through this article in peace. Here we will take care of all the after-sales issues you have encountered or will soon encounter. So that you can enjoy adequate after-sales protection and shop here with peace of mind!

Before we help you out, let's go over the coshduk shopping rules!

This website is operated by Coshduk. By visiting our site and/ or purchasing something from us, you engage in our “Service” and agree to be bound by the following terms and conditions (“Terms of Service”, “Terms”), including those additional terms and conditions and policies referenced herein and/or available by hyperlink.

We reserve the right to update, change or replace any part of these Terms of Service by posting updates and/or changes to our website. It is your responsibility to check this page periodically for changes. Your continued use of or access to the website following the posting of any changes constitutes acceptance of those changes.

The above is a prerequisite and a necessity for shopping at Coshduk, if you want to know more about it you can click on the following link:Terms Of Service

Next let's solve the problems you may encounter!

Question 1: Why did I not receive an email after paying for my order. How do I check if the order was paid for successfully?

Answer: We usually send an email to the buyer after the payment has been made to remind them of the successful payment. Please don't worry if you don't receive the shopping email after successful payment. Please first check that you have filled in the correct email address. In case there is no error in the email address you can send your payment account number, email address and Paypal ID to info@coshd.co.uk to check the order for you. We will usually reply to you within 24 hours(Not including holidays).

Question 2: It's been a week since I purchased this product, why has it not been shipped yet and where do you ship from??

Answer: At Coshduk, “Ready To Ship” costumes are usually shipped within 48 hours of the order being placed. Preparation time for most of the remaining costume is usually around 7-15 days after the order has been placed. You can check the Preparation time for each costume on the item's details page. 

However, for buyers whose costumes take longer than 15 days to make, you can contact our customer service after you have received your costume. We will offer you 10% off the original price of the costume and provide you with an additional 10% discount code to use on your next purchase.

Coshduk was formed 10 years ago. We specialise in making cosplay costumes and providing our customers with the best customer service possible. After years of hard work, we have earned the respect of our customers all over the world and have shipped from China to countries all over the world such as USA, Japan, UK, Germany and France etc. In order to meet our customers' requirements, we are always on the lookout for the latest information on movies, games and animation, and we look for new cosplay ideas from them. If you want to know more about us, please click: https://coshd.co.uk/pages/about-us-1

Question 3: I don't want to buy this garment anymore, how do I cancel my order?

Answer: We understand that ordering an item for your special occasion is an important undertaking, and our cancellation policy was created with this in mind. We therefore stipulate that orders cancelled within 24 hours of payment confirmation will be eligible for a full refund. If your order is more than 24 hours old, you can click on this link below for a more detailed cancellation policy:
Order Cancellation

Question 4: I have purchased two products, why does it only show that one has been shipped and where is the other product?

Answer: If you ordered multiple items, sometimes we will ship separately to ensure a fastest delivery service. Please rest assured that we’ll always keep you informed and you will receive your whole order completely.

Question 5: I purchased "Fast Shipping" for 5-8 days, why haven't I received my costumes yet?

Answer: Our "Fast Shipping (5-8 working days)" and "Standard Shipping (10-15 working days)" refer to the shipping time of the garment and do not include the preparation time of the garment. The lead time for most of our garments is around 7-15 days, except for "Ready To Ship" which is shipped within 48 hours.

This means that if you purchase "Fast Shipping" you will usually receive your garment in around 7-23 days. If you purchase "Standard Shipping" , you will usually receive your garment in around 12-30 days.

In addition, we will make every effort to ensure that you receive your parcel in a timely manner, but we are not responsible for service transit times. Transit times are provided by the carrier, exclude weekends and holidays, and may vary depending on the origin and destination of your package, especially during peak periods.

However, we are always committed to making our buyers happy with their purchases. Therefore we are offering buyers of ”Fast Shipping“ a £5 reimbursement if your garment takes longer than 10 working days to be shipped to you by contacting our customer service team. You will also receive a free upgrade from ”Standard Shipping“ to ”Fast Shipping“ on your next purchase.

Question 6: Why does the delivery website say "package delivered" but I haven't received my package yet?

Answer: After our garments have been shipped, we will send an email to the buyer and it is necessary for the customer to track the shipment of the garments themselves. All courier shipping numbers can be checked at this website: https://www.17track.net/en. If your parcel has not had a logistics update for a long time, you can contact our customer service to check for you.

If you find that the tracking website shows that the garment has been delivered but you have not received your garment. We recommend that you first look for it in a safe place near your home, such as your mailbox or garage, or ask your family if they have signed for it for you. Secondly, you can contact the courier company and ask the delivery person where they left the parcel and ask them to assist you in locating your parcel.

If you have done both of these things and still have not found your garment, we recommend that you contact our customer service to request an investigation for you. We will provide you with a “No Statement Received (no distortion or falsification of facts allowed)” and once you have signed it we will launch an investigation which will take around 15-30 days.

If the courier company finds your garment during the investigation, we will reimburse you £5 of the shipping costs once you have received the garment. If the investigation reveals that the courier company did lose your garment, then we will certainly help you claim compensation. You can choose to have us claim a refund for you or resend you a new one.

Question 7:What if I fill in the wrong address and the garment is not delivered?

Answer: Coshd ships all orders to the address provided by the customer and it is the customer's responsibility to submit all required address information. If you make any errors in the shipping address when filling out the purchase form, resulting in incorrect or incomplete shipping information, the risk of loss is borne by the customer.

However, if your garment is not shipped, you may contact our customer service to change your address for you. You can still do this within 24 hours of your garment being shipped, but you will need to wait for specific notification from customer service as to whether the address change will be successful. If the garment has been shipped for more than 24 hours and the address cannot be changed, you will need to contact the courier company yourself to change it to the correct address for you.

Please note: After the garment has been shipped, it is the customer's responsibility to keep an eye on the delivery status of the parcel. If the garment is sent to an incorrect address because the customer has filled in the address incorrectly or if the customer cannot be contacted and no one has signed for it for a long time, the garment may be returned to the international service centre because of delivery failure (return time 15-30 days, not necessarily returned successfully, the returned item will be destroyed by default, subject to customer service). We can contact the courier company to arrange redelivery for you when the service centre receives the returned parcel, you need to provide us with the correct delivery address (please note: if the delivery fails again, the parcel will be destroyed by default).

Attention:

After the costume is shipped, it is the buyer's responsibility to track the shipping status of the package. Please keep your cell phone open and take the initiative to contact the courier company in order to avoid the costume being lost or destroyed. Coshduk is not responsible for either of the following situations:

1.If you have filled in the wrong address yourself and the garment is lost or destroyed by the service center after the expiration date, Coshd will not be responsible for any additional cost and you will bear the risk of loss.

2.If the garment has been delivered with proof of signature, Coshduk will not be responsible for the loss of the package due to the buyer's failure to receive the goods in time.

However, as our valued customer, if you encounter these two situations above. You can re-purchase the costume from our store and we can offer you a 20% discount on your new costume.

Question 8:Although the garment I received is undamaged, I am not satisfied with the style as well as the quality of the garment, can I return it?

Answer: Firstly, regarding possible colour differences in garments: we have made every effort to accurately display the colours and images of our products as they appear in shops. We cannot guarantee that any colours displayed on your computer monitor will be accurate.

Secondly, regarding the quality of the garments: we do not guarantee that the quality of any product, service, information or other material you purchase or obtain will meet your expectations or that any errors in the service will be corrected.

However at Coshd we strive to provide 100% satisfaction to all our valued customers.

(1) If the customer is not satisfied with the quality or style of the garment (the product is not damaged and is substantially as described), the buyer may return the garment at their own expense for shipping and we will provide the buyer with a refund for the garment upon receipt (excluding the shipping costs paid by the buyer at the time the order was placed). If the customer would like to keep the order, you can also contact customer service to request a 10% discount for you as compensation in order to increase customer satisfaction.

(2) If a customer receives a defective item, a missing item or an item that is significantly different from our description, we will offer a fair and responsible return policy. Customers should contact us within 2 days of receiving the item to support a request for an exchange or partial refund by emailing us all the items you have received, or photos of the damaged item.
Please note that in this case we are unable to offer the buyer a full refund. In general, we will provide the buyer with the cost of repairing the garment or a partial refund. For items that cannot be repaired, we can send the buyer a new item (details to be discussed with customer service).

Please note: If the buyer does not wish to accept compensation or resend the item and wishes to return the defective item. We regret that in this case the buyer is still responsible for the shipping costs, but we will request a full refund (i.e. including the shipping costs paid by the buyer at the time the order was placed) for the returned garment once we have received it.

Question 9:What if my size doesn't fit after I receive the garment?

Answer: At Coshd, we offer our customers a fair and responsible return/exchange policy. If you receive a garment that is not the right size, please see below for solutions:

(1) If you have chosen the wrong size of garment yourself, as our valued customer, you can return it. But only if you pay the shipping costs yourself, which is not cheap. And returns take time, for upcoming events, so this is not recommended. Of course, if you still want to return the goods, you can ask our customer service to send you detailed return information (be sure to read through the entire return information to avoid creating omissions that could lead to an unrefundable item). If you would like to keep your order, we would like to provide you with a coupon for 12% off a single item of clothing (limited to one per customer) which you can use on your next purchase.

(2) If you think we have sent you the wrong size of garment, we suggest you first confirm it as per this blog below. See if you have found the correct size chart and tried the correct measurements:
How To Choose The Right Size For Your Clothing

If, after checking, you confirm that it is indeed our garment size that is incorrect. You can place the garment on a flat surface, measure the bust, waist and hips of the garment, as well as the size label on the back of the garment, and email the measurements clearly to our customer service team. Once we have received the photos and confirmed that it is our own garment that is the problem, we will certainly take care of it for you, so please don't worry. However, if we do not receive the photos, we will not be able to deal with the sizing issue accurately for you. We will not be able to confirm the situation with the factory and determine further action. Therefore, photos of the measurements are necessary for us.

Question 10:How to return garments:

Answer: If your garment needs to be returned, please contact us by email: info@coshd.co.uk for the return address. In accordance with our returns policy, we require you to pay shipping costs to return your item for an exchange.

(1) For items that are the wrong size, defective, missing, or significantly different from our shop description: Customers should contact us within 2 days of delivery of the item. Our customer service will try to reply to you within 24 hours of receiving the email (excluding holidays).

(2) For other items that need to be returned: it is the customer's responsibility to return the item in its original condition within 2 weeks of delivery. Returns must be made by registered mail at the customer's expense.

(3) After you have returned an item, please provide us with the courier tracking number and date of delivery of the returned item so that we can refund you promptly. Please note: We may not be able to process your refund without the courier tracking number.

(4) If you make any errors in the return address when completing the shipping form, the risk of loss will be passed on to you. Please note: All parcels will be marked as "Gifts" or "Samples" to avoid fees imposed by customs, but the purchaser will be fully responsible for the charges if All Parcels will be held for picking up if it can not be singed or delivered.

(5) We will not arrange an exchange or refund for you until we have received your returned parcel.

If you encounter any problems in the process of purchasing clothing, please feel free to contact us.

Contact Email: info@coshd.co.uk

If you want to see more status of our store clothing, you can follow our social media accounts, we will regularly share some clothing trying on effect and store discount:

Ins: https://www.instagram.com/coshduk/
Twitter: https://twitter.com/coshduk
TikTok: https://www.tiktok.com/@coshdofficial
Facebook: https://www.facebook.com/coshduk/

Coshduk Team