Men's Size Chart

Women's Size Chart

Handling time (days): Orders will be shipped within 3 days from Mon to Fri.

Transit time (days): 1-9 days shipped from Mon to Fri.

Total delivery time: Estimated delivery time determined based on the customer's location. All destinations: 4-12 business days.

Sales Tax: We do not charge any sales tax on orders.

Shipping Costs: All orders are free of shipping. Buyers do not need to pay for shipping.

Order Processing Cut-off Times: Cut-off time is GMT+8 12:00 AM from Monday to Friday.

Tracking:

• You will receive an email with a tracking number once your order has been shipped. The tracking number will become active within 24 hours.
• Tracking information may take 48 to 72 hours to update.
• If you are unable to track your package as expected, please contact us, and we will resolve the issue within 24 hours.

Cancellations: Orders can be canceled within 24 hours of placement. If the package has been processed, cancellation is not possible. Refunds for canceled orders during processing are not guaranteed.

Our contact information and address:

• Phone: +86 18165858385
• Email: contact@pangocosplay.com
• Address: No.13 Jianshe Road, Shalangzhen, Dianbai District, Maoming, Guangdong Province, China 525432
• Office Time: Monday - Friday 9:00 am - 6:00 pm (GMT+8)

We accept returns and exchanges for defective and non-defective products

Product Condition(accepts for a return or exchange): Only new products (This includes products that are unopened in original packaging or have never been used)

Return Window: We accept refund or return when the buyer signs for the package within 30 days.

Return Method: By mail

Restocking Fee: No cost

Refund processing time: 5 days after we receive your returned costume.

Return Address: No.13 Jianshe Road, Shalangzhen, Dianbai District, Maoming, Guangdong Province, China 525432

Tel: +86 18165858385

Email address: contact@pangocosplay.com

Criteria for returns and refund:

1. The costume you received is not what you purchased or the color does not match the description on the product details page.
2. When you received the costume, the costume was damaged or cannot be used.
3. If we make the wrong costume size.
4. The costume you received is missing parts.
5. After confirming with the shipping company, your package was lost during transportation.
6. The buyer did not initiate a return and refund online within 30 days of receiving the package but was able to provide evidence to prove that the goods were not received or that there were quality issues with the goods.
7. If we fail to ship the costume beyond the agreed delivery time or when the buyer requests a refund, we will obtain the buyer's consent before shipping. If we ship the goods without the buyer's consent and the buyer does not receive the goods or refuses to accept them, we will bear the related costs and risks of damage, destruction, and loss of the goods. Orders can be fully refunded to the buyer.

We cannot accept the conditions for refund and return criterion:

1. If the costume cannot be used properly due to improper storage, wearing, or washing by the buyer.
2. Disputes arising from the buyer's retraction within 30 days after receiving the package.
3. If the costume is no longer suitable for refund or return before the buyer returns it, a refund or return will not be processed (The situation where the nature of the product is not suitable for return, including but not limited to: costumes that have been used or damaged by the buyer).
4. After we ship out your package, we support refunds to the buyer before the buyer signs for the goods. But after you receive the goods, the buyer needs to pay for the return shipping fee and transport it to the buyer.
5. The buyer provided incorrect shipping information, resulting in the failure to receive the product.
6. The buyer refuses to sign for it without justifiable reasons.
7. The buyer claims that they have not received the goods and the evidence is invalid.

Returns steps:

1. Firstly, contact us and let us know the issue you have encountered. We will decide whether your return and refund request is acceptable based on our return Criteria.
2. If the received costume complies with our return criteria, you need to pack the costume you received (including all accessories, please do not miss any items to avoid affecting our secondary sales). Then you need to choose a carrier, and you will need to pay the shipping fee to return them to our address: No.13 Jianshe Road, Shalangzhen, Dianbai District, Maoming, Guangdong Province, China 525432.
3. If we receive your returned costume and it does not affect our second sales, the refund will be processed within 3-5 working days. If the buyer needs to exchange the costume, we will confirm that the condition of the costume does not affect secondary sales, and we will transport new clothes to the buyer again.

Specific return and refund processing standards:

1. Costume quality issues

The buyer claims that the received costume has the following conditions, including but not limited to: severe stitching, shrinkage, damage, fading, etc.

The buyer can provide actual product photos, flat measurement pictures, transaction snapshots, and chat records from email to prove the authenticity of the severely opened, shrunk, or damaged costumes.

For costumes with severe fading, buyers can provide real-life photos of the fading after washing and ironing, transaction snapshots, and email records to prove the authenticity of the severe fading situation.

If there is a quality issue with the costume, and it is determined that the buyer's proof is valid, we accept buyer returns and refunds, and the shipping cost is borne by the seller (Pangocosplay).

2. Improper material description issue

The buyer claims that the received costume contains, but is not limited to, the following situations: the content of down filling, knitwear lining, fabric composition, etc., which do not match the product details page.

The buyer can provide valid testing certificates for the product to prove that its actual composition does not match the description on the product details page.

Buyers can provide pictures of transaction snapshots and email records to prove that we do not match the description on the product details page.

If there is a discrepancy in the material description of the product, and it is determined that the buyer's proof is valid, we accept the buyer's return and refund, and the shipping cost is borne by the seller (Pangocosplay).

3. Improper size description issue

The buyer claims that the received costume does not match the size chart page from Pangocosplay, including but not limited to chest, waist, and hip measurements (allow for a difference of 1-3 inches).

Buyers can provide product tile measurement pictures, transaction snapshots to prove that their size does not match the description on the product details page or size chart from Pangocosplay.

If there is a discrepancy in the size description of the product, and the size error exceeds 1-3 inches, it will be determined that the buyer's proof is valid. We accept buyer returns and refunds, and the shipping cost will be borne by the seller (Pangocosplay).

4. Improper description of patterns, styles, and colors

The buyer claims that the received costume is inconsistent with the product details page, including but not limited to the following situations: patterns, styles, colors, etc.

Buyers can provide actual product photos, transaction snapshots to prove that their size does not match the description on the product details page.

If there are discrepancies in the pattern, style, or color description of the product, and it is determined that the buyer's proof is valid, we accept buyer returns and refunds, and the shipping cost is borne by the seller (Pangocosplay).

The process of returning or exchanging:

1. Please contact our after-sales service via email, and we will investigate the issue and confirm the return details for you. Otherwise, we do not accept returns without the consent of customer service.
2. Please send relevant evidence for us to confirm the issue so that we can make a claim for you.
3. The buyer is responsible for returning the item to its original condition within 2 weeks after delivery, at the seller's expense, by registered mail with an online delivery tracking number.
4. The refund will be returned to you within 3 working days after we receive the goods in good condition.

Our contact information and address: