1. After-sales Service Contact Information

E-mail: service@costumel.shop
Response time: Reply within 24 hours

2. Item Shipping and When You Can Receive It

Shipping time: Within 72 hours after your payment.
Estimated arrival: Usually takes 10–15 days depending on destination.
Actual delivery time: We will strictly deliver according to the schedule. If delayed for special reasons, we will contact you by phone or email to negotiate a new delivery time. Upon your consent, shipping continues; if you disagree, we will issue a refund.
Transportation and arrival: We prioritize the fastest logistics, but local transfer times may vary. Actual arrival depends on your receipt of goods. If delayed, please contact us. We provide three possible solutions:
1. Compensation for delayed transportation, calculated based on first shipment date.
2. If you refuse delivery due to delay, contact us; once confirmed returned, we’ll refund you.
3. Other demands can be negotiated.

3. Quality Assurance and Repair

30-day quality guarantee: If the product has quality problems within 30 days, we’ll return or replace it free of charge.
Free repair after 30 days: For non-human damage caused by wear or material aging, we offer free repair service.
Contact service@costumel.shop for repair address and details. Send the product to us; we’ll send it back after repair.
If the item cannot be repaired, you can choose:
1. Replace with a new product of the same type.
2. If unavailable, replace with another item of equal value or refund you.
Permanent paid service: We also offer lifetime paid repair and replacement for any damaged items.

4. Return Policy

If your item meets the warranty conditions, you can request a return or exchange.
For non-warranty returns:
1. Within 3 days of receipt, you can request a return if the product is unworn and undamaged.
2. If dissatisfied for any reason (quality concerns, fake item suspicion, unmet expectations), contact service@costumel.shop.
3. If damaged in transit, we’ll return it free of charge.
4. If not as described, we’ll return it free of charge.
5. If you no longer want it before signing, refuse receipt and contact us. After confirmation, we’ll refund you.
6. If you don’t want it within 7 days after signing but before unpacking, contact us. We can return it but you must pay the shipping fee.
Non-returnable cases:
1. Gifts cannot be returned or exchanged.
2. Products worn or damaged by human actions.
3. Items repaired after sales cannot be returned again.

5. Returns / Refunds

To return an item, contact service@costumel.shop for return address. Refunds are issued after we receive and verify the product.
If you refused to sign and the package is returned, we refund after confirming the status.
If the returned item doesn’t meet the conditions, we will negotiate further handling.

Refund Policy

We are always willing to negotiate a refund with you. Even if your situation isn’t listed here, please contact us — in 99% of cases, we’ll find a satisfactory solution.

1. Refund Application Contact Information

E-mail: service@costumel.shop
Response time: Within 24 hours

2. Refund Conditions

Refunds can be issued directly under the following conditions. If your case isn’t listed, contact us — we’ll negotiate a fair solution.

If your card was stolen and used, contact service@costumel.shop; we’ll refund after verification.
If someone used your card without permission, you may request a refund but must return the item.
If dissatisfied (quality concerns, fake suspicion, unmet expectations), contact us — we’ll negotiate returns/refunds.
If the item was damaged in transit, you may request a refund.
If goods are lost or falsely claimed, we’ll refund after verification.
If item not as described, you can request a refund.
If return conditions are met, refund is processed after receiving and confirming the goods.
If both parties agree to a refund, we’ll process it promptly.

3. Refund Time

For item returns: refund within 1 business day after verification.
For disputes: refund within 1 business day after resolution.
For stolen-card refunds: within 1 business day after verification.
For other cases: within 1 business day after reaching agreement.
Note: Bank processing times vary; you may receive funds in real time or within several days.

4. Refunds Not Available In The Following Cases

Giveaway items are not eligible for refunds.
If you forgot your purchase and initiate a chargeback, we cannot issue a refund.

5. Dispute Resolution

We value your shopping experience and aim to resolve disputes amicably. Contact us first for negotiation.
If resolution cannot be reached, a third-party referee (your payment provider or bank) may assist.
Please keep transaction records; they’re important for dispute handling.
We fully recognize third-party judgments and will comply immediately if you win the dispute.

Costumel.shop — We are committed to fairness, transparency, and your satisfaction.

Refund and Returns Policy