Return / Exchange Policy
Not in love with your new purchase? Please contact our customer service at [email protected], we’d be more than happy to help you sort your issue out and find the best solution for you!
Order Modifications or Cancellation
After your order has been placed, you have 24 hours to contact our customer service and request order modifications or a cancellation. After 24 hours, your order has already been placed in production and can no longer be modified.
Note: Credit card companies vary on the time it takes for credits to appear on their customers' records, so please allow one or two billing cycles for the refund to appear on your statement.
At xocostume.com, we are doing our best to ensure product quality and order accuracy. However, it may happen that you receive a damaged item, poor-quality printing or incorrect product. Thankfully, it is rather unusual! But, if it is the case, we guarantee a 100% satisfaction to all of our customers by offering a free replacement order or a refund on the affected items.
All we need is your order number and a clear photo showing either the incorrect item, the poor quality of the print or the damaged area of the item. Please contact us by email at [email protected] and one of our helpful support staff will organize a reprint or a refund for you!
Order not received
If your item has not arrived within 30 days for apparel products and 45 days for pillow covers, shoes, bedding after having ordered, contact one of our heroes through our Contact Us page for a free replacement order or a full refund of your purchase. (Please note this policy excludes errors made by customers when providing incorrect shipping details on their order(s) and/or missed parcel deliveries.)
- We only accept returns within 15 days after the customer receives the order.
- Items returned must be in their unused condition with the original packing. We do not accept a returned item that’s used, damaged, or altered in any way.
- Send us an email to [email protected] to contact our after-sales customer service. All returns must first be approved by our customer service team. We do not accept items returned directly without our approval.
- After obtaining the return approval, please send the package within 5 days. Choose the postal service to send back your return package. (Please kindly use a postal service that is trackable. In the event of package loss or package damage during transit, we will not be responsible in such cases. If you are shipping an item over $75, you should consider purchasing shipping insurance. We don’t guarantee that we will receive your returned item.)
- Please do not send your return to the address on your package. Our customer service will provide the return address.
Return Shipping Fee
The customer will be responsible for paying the shipping costs for the returned items.
Method of Refund
The refund is the price of the product, and the shipping fee is non-refundable. After receiving and checking the returned package, we will process the refund within 7 working days. Refund will automatically be applied to your credit card or original method of payment within 7 working days.
Email: [email protected]
Please double-check your shipping information before ordering.