A: FM-Anime is definitely a safe and reliable site. We sell cosplay products since 2008. Over the years, we have a good reputation all over the world. We handle each order with great earnestness. We also provide high-quality goods. If you have any queries, please feel free to contact us.
Q: We see that you have displayed photos of cosplayers in your website / gallery. Has FM-Anime got permission from the cosplayers?
A: We get the cosplayers' agreement via ''Sponsorship'' or ''Send back photos, get the discount''. We have their consent before uploading the photos.
Q: If I place an order, where will the item be shipped from?
A: We send directly from our shop in Hong Kong.
ACCOUNT
Q: How to create new account at FM-Anime?
A: Create a free account in easy steps. （Click here to create new account）. You can create new account through register directly with FM-Anime, or ‘'Sign-in with your Facebook, Twitter, Google'' account.
Benefit:
✔ Earn the reward points, 100 points = US$1
✔ Orders history access
✔ Easy order placement
Q: How to login my account?
A: Click “Your account”, log in to FM-Anime by entering your username and password, or sign-in with your Facebook/Twitter/google account.
Q: Can I place an order without registering?
A: If you are a registered customer, please sign in. You can also place an order as a guest (without registration).
IMPORTANT NOTE: If you are a registered customer, you will earn the reward points when each purchase.
Enter the email address that you used during registration. Then click "SEND".
Please check your email mailbox (the email address you provided in the previous step) and look for the email from FM-Anime. Open it and click on "Set a New Password".
When you are redirected to a website, please enter your new password in the "New password" box, then type it again in the "Confirm new password" box, and click "RESET MY PASSWORD".
Q: What if I did not receive the e-mail with a link to reset my password?
A: The link should be sent to your email mailbox you provided. Sometimes, due to the mail server overload, it may take a few minutes. If the email is not in the email mailbox, please check the SPAM folder.
Q: I cannot log in. What should I do?
A: If the password reset did not help, please clear the cookies in your browser and try to login again.
IMPORTANT NOTE: If you are using chrome browser and not login through social account at the first time, that may error caused and keep asking for repeated logins. This is the problem of Google Chrome Cookies Error on Login, please clear your chrome's cookie and try to re-login. Sorry for the inconvenience caused. If you have any question of login, please feel free to contact us.
GENERAL
Q: If I send an email to FM-Anime, when will I get a reply?
A: We will respond to your email within 72 hours. Please be patient.
Q: How do I know if an item is in stock?
A: Making time is different of each product. More information, please read the description in product’s page.
*If the item is sold out in our shop, then we will only ship the items you ordered that are available and include details about any excluded items and provide a refund.
Q: I have not found a cosplay at the store. Is it possible tailor-made for me?
A: We will make every effort to get it for you. Please send us an email / submit price quotation form with the character name, pictures and requires of the cosplay that you are looking for.
Q: I'm not sure what size I should choose. What shall I do?
A: First of all, we would advise you to take a look at the （size guide） presented on our website. If you can't choose the suitable size from our size chart, you can provide your own measurements to custom-size. Based on the costume design. some costumes are no custom-size options.
IMPORTANT NOTE: No exchange or returns for custom-size item!!
Q: How to use the coupon code?
A: If you have a discount code, click on the "APPLY DISCOUNT CODE" button on the left and a box will pop up. Enter your promo code in the box and click "APPLY". If the code is correct, the price will be reduced. If the price does not change, please check the promotion's rules and conditions and make sure that it applies to the items in your cart. To continue, click "PROCEED TO CHECKOUT" / "PLACE ORDER".
At shopping cart:
At check out:
Q: Is the color of the clothes the same as in the picture?
A: Unfortunately, it is a very difficult question. Generally, the same image on different monitors may be displayed differently. We make every effort to make sure that our photos capture the actual state of the products, however the color displayed on the monitor depends not only on the pictures, but also on the monitor settings, matrix, etc.
ORDER
Q: Where I can find the order invoice for my order?
A: After login, please click My account → My order → View Order → Print Order
Q: Can I send my order as a gift?
A: You can! Please note in the Special Instructions field during check out that you would like your order to be shipped as a gift order. You may include a gift message of up to 500 characters, and we will include a gift packing slip that does not list prices.
Q: How do I know that my order has been successfully submitted?
A: You will receive an email acknowledgement containing the order reference number and details of your purchase. Your order will be only dispatched upon receipt of payment.
Q: How do I track my order?
A: To Check the status as registered customer, please click My Account → My order ;
As a guest, please enter your order ID, billing last name, email or zip code through here: （Click）
Q: What are the statuses that my order receives? What does this mean for the order?
A: The online order may get at least 2 statuses. Here's a brief description of each:
“PENDING” - If you pay the payment through e-Check payment, we will receive your payment in approximately 6-8 days, We will start to make your order after the payment has been sent to our bank account.
“PROCESSING” - Your order has been confirmed and your order is currently in production (Total delivery time = tailoring time + shipping time). Please notice that the delivery time may delay or earlier than estimate.
“COMPLETE” - the order has been completed, and the package was handed to the courier company or the parcel service, and you will receive an email of shipping notification.
“CANCELED” - Canceled orders should be used if the orders are canceled or if the orders have not been paid for.
“CLOSED” - An order was assigned a credit memo and the customer has been refunded for their order.
“RETURNED” - The shipment was returned to us. Possible reasons for return include, but are not limited to 1. Unclaimed, 2. Refused by receiver, 3. Incorrect delivery person, address or telephone no., 4. Unable to deliver after multiple delivery attempts, 5. Unpaid Customs charge by Receiver ...
Q: I forgot to provide the measurements when I ordered. How can I submit them?
A: Please email us your order number, the item(s) you ordered, your gender and your measurements.
Q: I would like to change my order. What should I do?
A: If you would like to amend your order, please contact us at sales@fm-anime.com.
Q: Why have I still not received the item after the estimated delivery date?
A: If you have not received the item after the estimated delivery date, please contact us and provide your order number. We will reply you within 48 hours.
A: You can also add the product you are interested in to the "❤Wish list" and purchase it at another time (please note that you must be a registered user for the product to be permanently saved on the list).
To view the wish list, log in to account, then click on "❤Wish list" button on the menu on the top.
PAYMENT
Q: What payment methods do you accept?
A: We accept:
PAYPAL - supports a large number of credit cards, including Visa, MasterCard, American Express, Discover, JCB, Diner's Club and EnRoute.
Stripe - Accept Visa, Mastercard, American Express, and China UnionPay payments from customers worldwide.
Wallets – Google Pay and Apple Pay.
** 100% Safe and secure transaction by SSL Certificates protection
SHIPMENT
Q: Can you ship your products anywhere?
A: Yes! However, we are not responsible for additional charges you may incur as a result of international duties.
Q: I provided the wrong address, can I change it?
A: Please contact us as soon as possible and let us know your correct address. We will change it for you.
Q: When do I get the tracking number and tracking information?
A: When your item has been sent off, we will email you the tracking number on the same day. With the number, you can get the tracking information within 3 - 12 hours after the post office receives the parcel. For EMS shipping, you can get the tracking information immediately after the post office receives the parcel. More information, please visit: （Blog: Track your package）,（Blog: Shipment Status - Subscribe for Updates）
Q: What can I do if the parcel is returned to FM-Anime because it is unclaimed or the address is incorrect?
A: When we receive the returned parcel, we will notify you of this. We will also tell you the amount of the shipping fee you have to pay for the item to be resent to you and how to pay it. On receipt of the shipping fee, we will resend the item to you within three days. For items that are stated free shipping, we offer free delivery just once. To resend the item to you, you need to pay US$5 - 15. Please note that if you do not make any response within 6 months, the goods will be confiscated without any compensation.
Q: Will I be notified about my package’s shipping progress?
A: When the status is updated from shipping carriers, our system will send the notifications through email automatically (Statuses: Info received / In transit / Out for delivery / Available for Pickup / Delivered / Exception / Failed attempt) Please note to delivery!!
REWARD POINTS
Q: When do I start earning points?
A: You’ll begin earning points for actions immediately after register on our site. In fact, we’ll start you off with 100 points as our thanks for signing up! It’s free to join. Start earning points today!
Q: How do I know how many points I have?
A: Sign into your account and click Reward Points and your points balance will be displayed.
Q: How many points do I earn for making purchases at FM-Anime?
A: Your points will appear in your rewards account immediately after your completed purchase. You can earn a minimum of 1 point for nearly every $1 you spend on qualifying purchases.
A: Each 100 reward points can be redeemed for $1. When you’re in the cart and ready to check out, enter an available reward point(s) that’d you like to use for your purchase.
Q: What happens if I cancel my order?
A: If you return a product that you had been awarded points for purchasing, the points will be deducted from your account.
Q: Do my points expire?
A: Reward points will expire after 365 days from the date of purchase.
Q: Can I share my points?
A: Users are not allowed to give, share or combine their points. Points are non-transferrable.
Important: Disclaimer
FM-Anime reserves the right to make changes to the rewards points program at any time.
REVIEWS
Q: How do I see product reviews?
A: Simply go to the product page and click the reviews section. Here, you’ll be able to see all of the reviews that have been left for that particular product. Or see a list of the latest （100 Reviews）.
Q: How do I write a review on a product?
A: Go to the product page and click “ADD YOUR REVIEW” to write down your reviews and click on the “Submit Review”. And also, you will receive an email of Review Reminder after order status completed.
REMIND: Login to your account, each product review can be earning 50 points, daily limit 150 points.
Q: Is FM-Anime review real?
A: 100% REAL REVIEWS! All ratings and reviews from FM-Anime are 100% real, written by real customers who purchased from us.
