Returns & Refund
**Order cannot be cancelled or changed once production has started
We do not want guests to cancel order because almost all products are custom-made and handmade products. If it is really necessary, in the case that production has not started, we will charge a fee equal to 20% of the price of the goods, and the rest 80% and the shipping fee can be refunded. But once production has begun, the order cannot be cancelled!!
In the case of our error (E.g. we make wrong measurements or send the wrong item), we will provide free replacement service. Customers should email us within 24 hours after receiving the item to tell us and show us photo(s) what is wrong with the item. We will reply within a short time telling customers what to do and how to return us the packet.
* Customers are required to return the item to us within 7 days after our reply and provide us with a valid postal receipt and the tracking number of the packet.
** Customers must return us the whole package. For example, the packet of a cosplay costume should include the cosplay costume itself and all the accessories, the tag and the gift.
***All items returned must be in good condition.
RETURNS FLOW CHART
WHO IS RESPONSIBLE FOR THE RETURNS SHIPPING FEE?
|Returns reason||Shipping fee for sending item back to FM-Anime||Shipping fee for resending item to customer||Remarks|
|Quality problem||FM-Anime||FM-Anime||Customer needs to pay first. After the postal receipt and the tracking number are received, FM-Anime will refund the shipping fee to customer|
|Wrong size (FM-Anime made wrong measurements)||FM-Anime||FM-Anime|
|Wrong size (Cause by customer)||Customer||Customer||Able to use Paypal free return program|
**Use the Paypal free return program under the premise of must get FM-Anime agrees with the return or exchange.
For PayPal account only - If you pay with your PayPal, you can request a free return shipping label or refund the cost of sending it back through PayPal, but remind the refund amount and policy are different depends to your country.
Other countries, please visit Paypal website or contact your local Paypal.
We offer 100% refund if the goods have any quality problems, but you will be required to provide photo(s) as a check and send the item back to us. The shipping fee will be refunded to you together with the goods refund after the item is received. (Quality problems refer to the quality of the product itself and its flaws. But if the flaws are man-made, there will not be any refunds)
**To ask for a refund, you must contact us within 72 hours after item is received.
- If the item does not fit because you provided us with wrong measurements, we will not be responsible for this.
- If the item is returned to us because you provided us with a wrong or incomplete address, we will not be responsible for this. In this case, you can pay us the shipping fee and provide the correct address and we will resend you the item within two business days after the packet is returned to us.
- It's no compensation if the item delays by local custom or post office which lead to customers can't receive it in time.
- As the shooting light and color displays, if there has a little bit color different between of actual product and photos, please make the actual product as the standard.
- 5. Some slight reasons such as thread not trimmed or mark of tailor’s chalk... dislike the material or clothing patterns or actual product is different from buyer's imagination.
Above reasons is no refund or exchange.