FAQ’S

What is your company name and address?

Our official details – Everlasting Fashion Private Limited, Plot no 27, pocket- H-3, Central tower, B-7 road, sector-18, Rohini, Delhi, Pin- 110089. We are always reachable on care@cosplayonline.in

What is your policy around CSR – Corporate Social Responsibility?

We think it is important that brands take responsibility for the entire manufacturing
process. At cosplay, we are involved at every step of our supply chain from selecting our fabric mills to finding the right manufacturer. This allows us to have a greater degree of control and ensures all ethical standards are being upheld. We make sure all the fabric mills and garment makers we work with have the proper environmental practices in place and safe worker conditions. We are pretty hands-on, and visit all our factories in person. We are proud to be able to say confidently that we know where our products come from and who makes them. We are 100% human in our efforts and sustainability is part of everything that we do.

What if my ordered item is out of stock?

We work extremely hard to keep our stock levels accurate, but in the unlikely event that an item is out of stock we will do everything to assist you in choosing a different item of the same price. In parallel we are always working hard to ensure we refill your most loved products regularly.

How often will you restock an item?

Since we focus more on fashion trends products, we fill our stock back every 1-2 months. That’s the bare minimum turnaround cycle we target.

How does your sizing work?

We align our fit and sizing to Indian sizing guidelines and take every effort to keep our sizing consistent. We want you to be able to wear the same size across all garment types. This being said, there will be occasional variations in the fit of some products depending on the design and fabric.

How can I find the size charts?

Please go to our Size Guide page and you’ll see our measurement tips and product measurements.

How does your size chart work?

Product Measurements – The purpose of having these is so that you can get a better idea on how the garment fits on the body. Example – How long will it be on me? Should I size down? etc. The best way to figure out your fit is to measure similar garments in your wardrobe and map that against our measurements.

How do I care for my items?

We strongly recommend following the washing instruction on the care label before washing your clothes. Avoid wringing your clothes too much and always wash at a low temperature with similar colours if you are unsure. Washing your clothes inside out keeps the colours bright and reduces the chances of snagging or pilling. For more instructions please visit our Care Guide page.

What is your Shipping Policy?

We strive to deliver products purchased from us in excellent condition and in the fastest time possible. If the order is cancelled (before it is shipped), lost or un-delivered to your preferred location, we will refund the complete order amount, if paid online.

What is your Fair Usage Policy?

We always strive hard to provide the best experience to our customers. However, we have noticed that few accounts abuse our liberal returns policy. These accounts typically return most of the items bought or choose to not accept our shipments. Hence, our regular customers are deprived of the opportunity to buy these items. To protect the rights of our customers, we reserve the right to collect shipping charge on all cash on delivery orders and disable cash on delivery option for accounts which have high percentage of returns and shipments not accepted by value of orders placed. We also charge for returns in case a cash on delivery parcel is returned back.

How do I check the status of my order?

Once you have placed your order on our website, you will receive a confirmation mail with your order and shipping details. You may use your order details to communicate with us using our email id – care@cosplayonline.inand you may track the progress of your shipping package under track orders on cosplayonline.in or you can access the links for tracking your delivery will be embedded in the email you receive from us.

My expected delivery date is past. Where is my product?

You can check the status of your order in the My Account section. We constantly update the status of your order and notify you via the app, email or SMS. You may also track the current status of your package via the Tracking Number assigned by our preferred delivery partners.

When will you ship my order?

We process and ship your order in 1-2 working days from our warehouse in New Delhi, India.

How long does it take to deliver my order?

All orders usually take a delivery time of 2-3 working days (all days except Sundays and Public holidays) for major cities and 5-6 days for remote locations, within India, from the purchase date. We only ship within India and do not accept international orders yet.

Can I get my order delivered on a specific delivery date?

Unfortunately we cannot schedule order deliveries on specific dates.

How can I check if cosplay delivers to my PIN Code?

We currently deliver to most pincodes in India. If you want to confirm your pincode, please check on pincode check availability on product page or please mail us at care@cosplayonline.in

How are orders placed on your website delivered to me?

All orders placed on our website are dispatched through our preferred associated courier service – such as Delhivery.

How can I get my order delivered faster?

You can choose delivery type – Express or Standard delivery as per serviceable area (pincode check) estimated time for delivery will be shown on the checkout page or please mail us at care@cosplayonline.infor more info.

Why is there a delay in delivery?

Although we strive for 100% on time delivery, delays happen sometimes due to unforeseen circumstances at our delivery team’s end. If you haven’t received any communication from us regarding a late order for more than 48 hours, feel free to write in to us at care@cosplayonline.in

Can I open the package and check the product before delivery?

No. Unfortunately you cannot open the package before delivery. If your order was prepaid, you can check the product after delivery is completed and raise a return request in case the product is damaged. If your order is COD, you have to make the payment before receiving the product and can raise a return request if the product is damaged.

Can I amend/cancel my order after the order is placed?

If you have just made an order, please send us an email at care@cosplayonline.inas soon as possible and we’ll try to modify your order. If its more than 3 hours since your purchase, it is likely that your order could have already been sent out. In this case, we can assist you to do a return.

What do I do if I receive an item that is defective or not what I ordered?

We try our best to ensure our products are of a high quality, and that the correct items are in the box before they leave the warehouse. However, if you happen to receive a damaged, defective or incorrect item in your order, please send an email to care@cosplayonline.in. Include the following information and we will let you know what happens next: Your Order Number, Registered E-Mail ID, What’s wrong with the order and preferably pictures of the item.

I can’t check out. What can I do?

Sorry you’re experiencing technical issues with the website; please try the following solutions to resolve them: Clear your cache, disable password extension, especially on Mac machines. If this does not solve your problems then please send us a mail at care@cosplayonline.inwith a screenshot of the error and we will try to resolve it soon.

Why can’t I put items in the shopping cart?

This is most often because the item is out of stock the moment you tried to put it in the shopping cart. Check to see if that’s the case; if not then feel free to drop us an email at care@cosplayonline.in.

Can I return sale items?

No, we do not take sale items back as by the time the items are returned the sale period might be over and we will not be able to sell this to other customers at discounted prices again.

Can I use a gift voucher to shop sale items?

No, gift vouchers can only be used to purchase full priced items.

I think I received defective/wrong merchandise, what do I do?

If you believe that you have received defective merchandise or were shipped incorrect merchandise (style, size, colour), please notify us including a picture of the defect. In most cases we’ll be able to send out a replacement ASAP, but we only cover actual defects, not wear and tear defects caused by the usage of the product. If the product we ship is defective we would cover your return shipping. If you have questions about defective product, please contact us at care@cosplayonline.in.

When will my return be refunded?

Once your package has been received by us, your refund will be processed within 2-3 business days. We will inspect your returned item(s) and then contact you via email with the refund confirmation. Refunds may not show up on your card/bank statement for up to four business days after the refund has been initiated from our end.

I just cancelled my order. When will I receive my refund?

If you had selected Cash on Delivery, there is no amount to be refunded because you haven’t paid for your order. For payments made via Credit Card, Debit Card, Net Banking, or Wallet you will receive refund into the source account within 7-10 days from the time of order cancellation. The timeline is broken down into two parts as 2-3 business days to process the returned items post which it may take 4-5 business days for your bank/card company to process the refunded amount.

What is Cosplay’s 10 days Return Policy? How does it work?

Cosplay’s 10 days return policy gives you an option to return items purchased on Cosplayonline.in for any reason within 10 days of receiving order. We only ask that you don’t use the product and preserve its original condition, tags, and packaging. You are welcome to try on a product but please take adequate measure to preserve its condition. For a more detailed input on how to initiate a return, pls visit our Return order page.

The return will be initiated after the product has been received at our warehouse and has passed a quality check. If the picked up product does not pass the quality check, we shall ship it back to you and charge you for the reverse delivery. If you wish to exchange your item for an alternative product, we suggest that you return it to obtain refund and purchase the new item separately. In case you have purchased an item which has a free gift/offer associated with it and you wish to return the main item, then you will have to return the free product as well.

How do I return a product?

You can return products purchased from cosplay within 10 days of receiving the product. For more detailed information on the return request, pls visit our Return page.

Why have I not received my refund despite Instant Refunds policy? How long would it take me to receive the refund of the returned product?

If you had selected Cash on Delivery, there is no amount to be refunded because you haven’t paid for your order. For payments made via Credit Card, Debit Card, Net Banking, or Wallet you will receive refund into the source account within 7-10 days from the time of order cancellation. The timeline is broken down into two parts as 2-3 business days to process the returned items post which it may take 4-5 business days for your bank/card company to process the refunded amount.

Does cosplay pick up the product I want to return from my location?

Yes, as long as your pick up address is the same as your delivery address. We will pick up the shipment within 3-4 business days from the date the return request has been initiated.

Why is there a mismatch in my refund amount?

In case there is a mismatch in the refund amount, check whether the difference is due to the delivery charge that was applicable on your order. If you still think there is some discrepancy, please email us at care@cosplayonline.in with your Order ID and Return Authentication Number and we will solve your concern at the earliest.

How do I request a pickup again if the first attempt failed?

If the first pickup attempt failed, we will set up another pickup date and time and communicate the same to you.

Why did the pick up of my product fail?

We make three attempts to pick up the item, if the item is not picked up in the third attempt, pickup request will be marked as failed. You can initiate a new return request if you want it picked up.

How do I cancel the order, I have placed?

You can cancel your order before it has been packed at our warehouse. If your order has already been shipped, you can accept it at the time of delivery and initiate a return process.

Why has my return request been declined?

This may have happened, if the item you returned is used, damaged or original tags, free products or accessories are missing. For more details, please mail us at care@cosplayonline.in.

Why is my returned product re-shipped?

This may have happened, if the item you have returned is used, damaged or original tags or MRP tags are missing. For more details, please mail us at care@cosplayonline.in.

How does the COD (Cash on Delivery) payment option work?

Cosplay accepts COD as a payment option. At the time of delivery our shipping partners will collect the COD amount before handing over the package. We charge you a nominal amount towards COD Convenience Fee as our shipping partners charge us for delivering COD orders. Our COD process is completely transparent and fair.

What should I do if my payment fails?

Please retry making the payment after ensuring that the information entered is accurate, including all account details, billing addresses and passwords. If your payment is debited from your account after a payment failure, it will be credited back within 7-10 days, after we receive a confirmation from the bank.

Which payment methods do you accept?

We currently accept Credit Cards, Debit Cards, Net Banking and payments through Wallets and UPI.

Is there any transaction fee?

Normally you will not be charged a transaction fee but this depends on your credit card and issuing bank as sometimes international transactions incur a charge. If you have any concerns about this, it’s best to contact your bank directly.

How will I receive my refund?

You will be refunded via your original payment method.

How long before the charges/refunds appear on my statement?

It usually takes about 5-10 business days, depending on your bank or credit card company.