RETURN & EXCHANGE
We're Here to Help
We want you to be happy with your purchase. If something's not right, we'll work with you to fix it. This page explains how returns and exchanges work at Cosplay Collectibles.
We know buying replica swords and collectibles online requires trust. That's why we've made our return process straightforward and fair. Whether you received a damaged item, ordered the wrong size, or simply changed your mind, we'll guide you through the process.
Got questions? Our team is available 24/7 by phone, email, or live chat. We're here to help.
Return Window
You have 14 days from the date of delivery to return or exchange an item.
The 14-day period starts the day your package is delivered, not the day you ordered it. We recommend inspecting your order as soon as it arrives so you have plenty of time to contact us if needed.
If you're approaching the 14-day deadline and haven't contacted us yet, reach out right away. We're reasonable and will work with you as long as you communicate with us.
What Can Be Returned
Your item qualifies for return if it meets these conditions:
● Still in original packaging with all materials
● Unused and in brand new condition
● Complete with all parts and accessories
● In resalable condition
We understand you need to inspect the item to make sure it's what you ordered. Carefully opening the package to look at the product is fine. What we mean by "unused" is that the item hasn't been handled roughly, taken outside, displayed, or shown any signs of use beyond a careful inspection.
Think of it this way: if you bought this item from a store and returned it the next day, would they be able to sell it as new to another customer? If yes, you're good to return it.
What Cannot Be Returned?
Some items aren't eligible for return for safety and practical reasons:
Items with blade sharpening - If you requested our free blade sharpening service, we can't accept a return. Once a blade is sharpened, it's a safety issue to resell it, and we want to keep everyone safe.
Used or damaged items - If the item shows signs of use, wear, or damage that happened after delivery, we can't resell it as new.
Items missing original packaging - The box, wrapping, and packaging materials are part of what keeps the item safe. Without them, we can't ensure quality for the next customer.
Clearance items marked "Final Sale" - These items are already heavily discounted and sold as-is. All sales are final on these products.
If you're not sure whether your item qualifies, just contact us and ask. We're happy to check for you.
Custom Orders (Engraving, Logo, Personalization)
Custom work is special because we create it specifically for you. Once we engrave a name, add a logo, or personalize an item, we can't sell it to anyone else.
Here's how returns work for custom items:
If you ordered custom engraving, a logo, or any personalization and then change your mind:
● We deduct 30% of the item price as a restocking fee
● The engraving or customization fee is not refunded at all
● You receive 70% of the base item price back
Example: You order a sword for $100 and add custom engraving for $10. Your total is $110.
If you return it:
● You get back: $70 (which is 70% of the $100 sword price)
● We deduct: $30 (restocking fee) + $10 (engraving fee) = $40
● Total refunded to you: $70
This policy exists because custom items can't be resold. The engraving fee covers the actual work of personalizing your item, and the restocking fee covers our loss on an item we now can't sell.
Tip: Double-check spelling, names, and design before placing a custom order. We're happy to send you a preview or confirmation before we start the work.
If You Change Your Mind
We get it. Sometimes you order something and then realize it's not quite what you wanted, or your plans change. Here's how it works:
After You Receive the Item
If you receive your order and decide you don't want it:
● You pay for return shipping (you choose the carrier and method)
● We deduct a 25% restocking fee from your refund
● You receive 75% of the item price back
Before We Ship It
If you change your mind before we ship your order, the situation is completely different:
● No restocking fee at all
● No shipping charges
● 100% full refund to your original payment method
The key here is timing. Once you realize you want to cancel, contact us immediately. If we haven't packed and labeled your order yet, we can stop it and refund you in full.
How to Return Something
We've tried to make this process as simple as possible. Here's exactly what to do:
Step 1: Contact Us
Before sending anything back, you need to contact us first to get a return authorization number.
Contact us at:
● Email: support@cosplaycollectibles.com
● Phone: +1 (908) 913-0514
● Live chat on our website
Tell us:
● Your full name
● Your order number (found in your confirmation email)
● Which product are you returning
● Reason for the return (changed mind, wrong size, damaged, etc.)
● Your phone number in case we need to reach you
Why do you need authorization first? This helps us track your return and make sure it gets to the right department. Without a return authorization number, your package might sit in our warehouse without being processed.
Step 2: Get Instructions
We'll email you back within 2 business days (usually much faster) with:
● Your unique return authorization number
● The exact address to send your return
● Any special packing instructions
● What to expect next
Save this email. You'll need the return authorization number for the next step.
Step 3: Pack It Properly
Proper packing is important. Here's how to do it:
● Use the original box if you still have it (this is best)
● If you don't have the original box, use a sturdy box with plenty of padding
● Wrap the item in bubble wrap or packing paper
● Include all accessories, manuals, certificates, and anything else that came with it
● Write your return authorization number clearly on the outside of the box
● Also put a note inside the box with your order number and return authorization number
Important: Secure packaging prevents damage during shipping. If your return arrives damaged because it wasn't packed well, we might not be able to issue a full refund.
Step 4: Ship It Back
● Choose a shipping method with tracking (USPS, UPS, FedEx, etc.)
● Keep your tracking number
● Ship to the address we provided in your return instructions
Who pays for return shipping?
● You pay if you're returning because you changed your mind
● We pay if the item was damaged, defective, or if we sent the wrong thing
Tip: Take a photo of the packaged item and the tracking receipt. This helps if there are any questions later.
Step 5: Wait for Your Refund
Once we receive your return, here's what happens:
Days 1-3: We inspect the item
● We check that it's in the condition you described
● We verify that all parts and accessories are included
● We check the packaging
● We confirm it meets our return policy requirements
Days 4-10: We process your refund
● If everything checks out, we approve the refund
● We process it through our payment system (5-7 business days)
● The money goes back to your original payment method
After that: Your bank processes it
● This timing depends on your bank or credit card company
● Usually takes a few business days
● Check your statement or call your bank if you don't see it
If Your Item Is Out of Stock
Sometimes the item you want for the exchange isn't available. If that happens:
● We'll email you with alternative options
● You can choose a different item
● Or we can process a refund instead
Exchange Timeline
Exchanges take a bit longer than refunds because we need to ship something new to you:
● 1-3 days for us to inspect your return
● 7-9 days to ship the new item to you
Damaged or Wrong Items
This is completely different from a regular return. If we messed up or your item arrived damaged, we'll make it right at no cost to you.
Check Your Package Right Away
When your order arrives, inspect it before the delivery person leaves:
Look at the box:
● Is it crushed, torn, or damaged?
● Are there any holes or punctures?
● Does it look like it was dropped or handled roughly?
If the box looks damaged, write it on the delivery receipt before signing. Take photos of the box from all angles.
Open it and check inside:
● Is the item damaged?
● Are all parts included?
● Is this the correct item you ordered?
Don't throw away the box or packing materials until you've fully inspected everything and you're satisfied. We need photos of the original packaging if you're reporting damage.
Report Problems Within 3 Days
If something's wrong, contact us within 3 days of delivery:
Email: support@cosplaycollectibles.com
Phone: +1 (908) 913-0514
Send us:
● Your order number
● Clear photos of the damage (multiple angles)
● Photos of the box it came in
● Photos of the packing materials
● A description of what's wrong
Why 3 days? After 3 days, it becomes difficult to determine whether damage happened during shipping or after delivery. This protects both you and us.
How We Fix It
For damaged, defective, or incorrect items, we have two options:
Option 1: Replace. In most cases, we'll just send you a brand new replacement item. This is usually the fastest solution.
Option 2: Refund If the item is discontinued or we can't repair or replace it, we'll refund you in full.
You don't pay for:
● Return shipping (we send you a prepaid label)
● Replacement shipping
● Any restocking fees
● Any other charges
Missing Parts
Items missing parts or accessories are handled similarly to damaged items.
If you open your package and something's missing:
● Contact us within 3 days
● Tell us what's missing
● Send photos of what you received
● We'll send the missing parts for free
Shipping time for parts:
Common parts: If it's something we stock (like a wall mount, a screw, a stand), we'll ship it right away. Usually arrives within a week.
Special parts: Some items have unique parts that we don't stock. We have to order these. This can take 6-14 weeks, depending on the part.
We know waiting weeks for a part is frustrating. We'll keep you updated on the status and let you know as soon as it ships.
Wrong Item Sent
If we sent you the completely wrong product:
This is on us, and we'll make it right immediately.
● Contact us as soon as you notice the error
● We'll email you a prepaid return shipping label
● Pack up the wrong item and ship it back
● We'll send you the correct item at no charge
● No fees, no restocking charges, nothing
If the correct item is out of stock, we'll give you options:
● Wait for it to come back in stock (we'll ship it immediately when it does)
● Choose a different item of equal or lesser value
● Get a full refund
Canceling Your Order
Before It Ships
Want to cancel? Contact us immediately:
Email: support@cosplaycollectibles.com
Phone: +1 (908) 913-0514
If we haven't shipped your order yet:
● We'll cancel it right away
● Full refund to your original payment method
● No fees or charges of any kind
● Refund processes within 5-7 business days
Timing matters: We ship most orders within 1-3 business days. The sooner you contact us, the better chance we have of stopping your order before it ships.
After It Ships
Once an order is on its way, we can't cancel it. The package is already in the carrier's hands.
Your options:
● Wait for it to arrive and then return it (standard return fees apply)
● Refuse delivery (costs the same as a return since we still pay shipping both ways)
Best practice: If you're thinking about canceling, don't wait. Contact us immediately.
International Orders
We ship worldwide, and international customers can return items too.
How International Returns Work
The same return policy applies, with a few differences:
Return shipping: You're responsible for paying to ship items back to us. We recommend using a tracked, insured shipping method. International return shipping can be expensive, so factor this into your decision.
Customs and duties: If you paid customs fees or import duties when the item was delivered, we don't refund those. Those fees go to your government, not to us.
Address: Contact us before shipping anything back. We'll give you the correct return address and any customs forms you need to fill out.
Refund currency: Refunds are processed in USD to your original payment method. Your bank will convert it to your local currency.
Timeline: International returns take longer due to customs and longer shipping times. Allow 4-6 weeks for the complete process.
Questions?
Still not sure about something? We're here to help.
Email: support@cosplaycollectibles.com
Phone: +1 (908) 913-0514
Live Chat: Available on our website 24/7
Response time: We usually respond within a few hours, always within 24 hours.
Don't hesitate to reach out. We'd rather answer your questions before you decide than have you unhappy with your purchase.
Our Promise
Every return is reviewed fairly by our team. We're not here to make returns difficult or find reasons to deny them.
Our goal is to be reasonable and make things right when there's a real problem, while also being fair to all our customers and protecting our business from abuse.
We've been doing this since 2020, and we've helped thousands of customers with returns and exchanges. We know how to handle these situations professionally and fairly.
If you follow this policy and communicate with us honestly, we'll take care of you.
Thanks for shopping with Cosplay Collectibles. We appreciate your business and your trust in us.