Returns & Refunds policy
Please read our returns, cancellation and delivery information carefully before placing your order.
At MBCosplay, we want every customer to enjoy their purchase. We ask that customers check product descriptions, sizing information and dispatch times before ordering.
Our policy is designed to protect both our customers and our business while complying with applicable consumer protection laws.
🌸 Returns & Cancellation Rights
UK customers purchasing online generally have 14 days from receiving their order to cancel without giving a reason, followed by a further 14 days to return the goods.
Customers are responsible for arranging and paying return postage unless MBCosplay is legally required to cover the cost.
This includes returns where the item is as described and free from faults, but is no longer wanted, unsuitable for the customer’s needs or the wrong size has been selected.
🎀 How to Request a Return
You can request a return directly through your MBCosplay customer account.
- Visit our website and select Log In.
- Enter the email address associated with your order.
- Enter the verification code sent to your email.
- Open your order history and select the relevant order.
- Select Request Return, choose your items and submit your request.
We will review your request and provide the appropriate return instructions.
Please wait for the correct return address before posting your parcel.
Alternatively, you can notify us of your cancellation by emailing hello@mbcosplay.shop with your order number.
✨ Item Condition & Excessive Wear
Customers may carefully try on costumes to check their fit, appearance and quality, just as they would in a physical shop.
However, wearing costumes to Halloween parties, conventions, festivals, photoshoots or other events generally exceeds the handling reasonably necessary to inspect them.
All returned items are inspected for:
- Makeup, perfume, deodorant, stains or persistent odours.
- Signs of prolonged wear, washing or excessive handling.
- Damage, stretching, alterations or deterioration.
- Missing accessories, components or included items.
Where an item has been handled beyond what is reasonably necessary to inspect it, MBCosplay reserves the right to deduct an amount reflecting the resulting reduction in its value, as permitted by law.
Where excessive use has significantly reduced an item’s value, deductions may be substantial, potentially up to the full item price where justified.
Deductions are based on the actual reduction in value, not automatic penalties.
Wearing a costume to an event and subsequently returning it does not guarantee a full refund.
All returns are assessed fairly and individually.
💕 Wigs, Accessories & Hygiene-Sensitive Items
Certain sealed goods that are unsuitable for return for health protection or hygiene reasons may be exempt from change-of-mind cancellation once unsealed, where permitted by law.
Wigs, accessories, bodysuits and lingerie are not automatically excluded from statutory returns solely because of their product category.
Customers should handle all items carefully when inspecting them.
📏 Sizing & Exchanges
Every MBCosplay product has its own individual size chart.
Customers are responsible for checking their measurements carefully before ordering.
If an item matches its advertised description and measurements but the selected size is unsuitable, customers are responsible for arranging and paying return postage.
If an item does not match its advertised measurements, your statutory consumer rights remain unaffected.
We do not offer direct exchanges. Customers requiring a different size should request a return and place a new order.
📦 Processing Times & Order Cancellations
Every product has its own individual processing timeframe, displayed on its product page.
Processing time refers to preparation and dispatch. Delivery time is additional.
Please check these timeframes carefully before purchasing, particularly when ordering for Halloween, conventions or other events.
We cannot guarantee arrival by a specific date unless expressly agreed.
Orders may enter preparation shortly after purchase, meaning changes to sizes, colours or other order details may not always be possible.
Please contact us promptly if you need to make changes or cancel an order.
An order being processed does not remove your applicable statutory cancellation rights.
Your legal rights concerning delayed or undelivered orders remain unaffected.
Halloween & Event Purchases
We strongly recommend ordering well in advance of any planned event.
MBCosplay does not provide costume rentals or temporary-use purchases.
Customers should not assume they can wear a costume to an event and return it for a full refund.
Where a returned costume shows evidence of use beyond a reasonable fitting, a lawful deduction reflecting its reduction in value may apply.
An event being cancelled, postponed or no longer attended does not automatically make MBCosplay responsible for return postage.
Your statutory consumer rights remain unaffected.
🚚 Return Shipping & Postage
Customers are responsible for arranging and paying return postage unless applicable consumer law requires MBCosplay to cover the cost.
Customer-paid return postage applies to eligible returns involving correctly supplied, conforming goods, including:
- Unwanted purchases or changes of mind.
- Incorrect sizes selected by the customer.
- Items that do not fit as expected but match their advertised measurements.
- Purchases no longer required for Halloween, conventions or other events.
- Other eligible returns where the customer is legally responsible for return costs.
Where goods are faulty, damaged on arrival, incorrect, incomplete or not as described, MBCosplay will cover reasonable return postage costs where legally required.
Customers are not required to pay return postage where the law places that responsibility on MBCosplay.
We recommend using tracked postage and retaining proof of posting.
Please use your customer account to request a return or email us for return instructions.
💌 Refunds
Refunds will be issued to the original payment method unless otherwise agreed.
For UK statutory cancellations, refunds will be made without undue delay and no later than 14 days after we receive the returned goods or evidence that they have been sent back, whichever occurs first.
Where required by law, the original standard delivery charge will also be refunded. Additional charges for premium delivery services are generally non-refundable.
Where returned goods show evidence of handling beyond what was reasonably necessary to inspect them, we may make a lawful deduction reflecting the reduction in their value.
Any deduction will be assessed fairly and individually.
Please allow additional time for your payment provider to make the funds available.
💗 Faulty, Damaged, Incorrect or Incomplete Orders
If your order arrives faulty, damaged, incorrect, incomplete or not as described, please contact us at hello@mbcosplay.shop.
Include your order number and a description of the issue.
Photographs are helpful where available but are not a requirement for exercising your statutory rights.
We will provide the appropriate remedy under applicable consumer protection laws.
MBCosplay will cover reasonable return postage where legally required.
🌍 International Customers
Return and cancellation rights may vary depending on your country.
MBCosplay respects applicable mandatory consumer protection laws.
Nothing in this policy excludes or restricts statutory rights that cannot legally be excluded.
💗 Contact MBCosplay
Email: hello@mbcosplay.shop
Customer Service Hours: Monday–Friday, 10:00 AM–4:00 PM (UK time)
Thank you for shopping with MBCosplay and supporting our small business! 🎀