We always hope that our customers can enjoy perfect service and products. But if you buy an item from us and you are not satisfied with it for any reason, please check our return and exchange policy carefully, we will work hard to solve the problem for you and make you satisfied with your purchase.

(1) We support return/exchange service within 5 days and there is no restocking fee .

(2) You can return the items with the receipt or proof of purchase for a refund.

(3) The cost of return will be borne by the customer, unless it is due to our error.

(4) The items must be returned in a saleable state and original packaging.

Return Conditions

1. The following conditions apply to the 5-day FULL COVERAGE return & exchange policy:

(1) The item you received is wrong and does not match your order.

(2) The item you received is broken.

(3) The item you received is of poor quality/defective.

In these cases, Shopcraz will cover the return and replacement costs.

2. The following reasons only apply to the 5-day LIMITED COVERAGE exchange policy:

(1) You have picked the wrong size.

(2) Exchange due to reasons such as light, display resolution, camera chromatic aberration, etc. (Especially the bright colors are most likely to produce color difference.)

In these cases, the customer is responsible for the costs of exchanges. And Shopcraz does not refund any shipping costs.

3. The following situations are NOT COVERED by our 5-day return & exchange policy, and we do not take any responsibility for these issues.

(1) You purchased a customized item. The customized item is unique and it will not be sold again, so we do not accept any modification or return of any customized item.

(2) The item is damaged due to misuse, misoperation or improper maintenance.

(3) Return or exchange due to personal reasons, such as change of mind, personal taste, etc.

4. If the package cannot be delivered because the address you provided is incorrect, you need to cover the cost of re-delivery, otherwise we will not arrange re-delivery or refund.

5. Once your tracking number shows that the package has been successfully delivered, we assume that you have received the package, and we will not be responsible if the package is lost.

Return Service Procedure

(1) Please contact us at Email (Reply within 24 hours on weekdays and 48 hours on weekends) and attach clear photos of the item representing the quality problem.

(2) Please follow the instructions provided by our customer service team. (Our customer service team will tell you the specific return address)

(3) We will approve your return application within 3 working days after receiving your item(s). Once your return application is processed, you will receive an email notification. (Please note that payment processing may take 7-10 business days to return the funds to the account you used at checkout.

Cancellation Policy

(1) For non-customized items, you can cancel the order at any time before the package is sent once the package is sent, you will not be able to cancel the order, you can only return it after receiving the package, and you need to cover the return fee, and we will not refund the shipping cost.

(2) For customized products, such as cosplay costumes or items marked as customized, these items are made-to-order (even if you purchase a standard size, there’s no inventory for it) and are one-of-a-kind. Therefore, they are exclusively for your use and cannot be resold. If you wish to cancel your purchase, you will be required to pay 50% of the order amount as a restocking fee.

Refund Time

Since we accept PayPal & Credit Card, Your refund will be returned to your PayPal account & Credit Card you used at checkout. Please note that payment processing may take 7-10 business days.

If you haven’t received a refund yet, please check your PayPal account & Credit Card, and then contact your credit card company and bank. If you have completed all the above operations but still haven’t received a refund, please contact us. 

Customer Service

Have more questions? feel free to contact us now.

Phone: +1 719-781-9261
Emai: customer@shopcraz.com