Frequently Asked Questions
Need help? Contact us at service@henshinova.com and include your order number whenever possible.
Pre-Orders
What is a pre-order?
A pre-order is an item that is still in production or not yet ready to ship.
Pre-order items usually require a longer processing time than in-stock items. The estimated processing or shipping time will be shown on the product page.
Why can pre-orders take longer?
Cosplay costumes often include multiple fabrics, accessories, prints, trims, and handmade details. Different parts may have different production schedules, and every order also requires quality inspection and packing before shipment.
If production is delayed or a component needs to be remade, the estimated processing time may change.
Can in-stock items in my order be shipped first?
If your order contains both in-stock and pre-order items, the items may be shipped together or separately depending on availability, processing time, fulfillment arrangements, and communication with you.
If you have a shipping preference, please contact service@henshinova.com with your order number.
Orders
Can I cancel my order?
Please contact service@henshinova.com as soon as possible and include your order number.
Orders that have already shipped cannot be cancelled.
For pre-orders, you may request a full cancellation within 24 hours after placing the order.
After 24 hours, cancellation may only be possible if the order has not entered production, procurement, preparation, or fulfillment.
Can I change my shipping address or size?
Please contact service@henshinova.com as soon as possible with your order number and the requested change.
We will do our best to help, but changes cannot be guaranteed once the order has entered fulfillment or has been shipped.
Can I add an item to an existing order?
Please contact service@henshinova.com with your order number and the product you would like to add.
Depending on the status of your order, we may ask you to place a separate order.
Shipping
When will my order arrive?
Estimated delivery time consists of:
Processing Time + Shipping Time
In-stock items are generally processed within 5–7 business days.
Pre-order or not-ready-to-ship items follow the estimated processing time shown on the individual product page.
Shipping time depends on the destination and shipping method selected. Available shipping options and estimated delivery times will normally be shown at checkout.
Please note that estimated delivery times are not guaranteed.
How is the shipping fee calculated?
Shipping fees are calculated at checkout based on factors such as:
- Package weight
- Package size
- Destination country or region
- Shipping method selected
Additional charges may apply to remote or extended delivery areas.
What if no shipping method is available at checkout?
Please contact service@henshinova.com and provide your destination country/region and postal code.
We will check the available shipping options for you.
How can I track my order?
Once your order has shipped, tracking information will normally be sent to the email address used for your order.
Please allow some time for the carrier's tracking system to update after shipment.
What should I do if my package is delayed?
If your tracking information has not updated for an extended period or your package is significantly delayed, please contact service@henshinova.com with your order number and tracking number.
We will assist in checking the shipment status with the carrier.
A delayed package is not automatically considered lost.
What happens if my package is lost?
If the carrier confirms that a shipment is lost, we will review the case and provide an appropriate solution, such as reshipment or a refund.
We may ask you to provide information required for the carrier investigation.
What if tracking says delivered but I have not received my package?
Please first:
- Check around the delivery location
- Ask household members or neighbors
- Contact the local carrier or post office
If you still cannot locate the package, please contact service@henshinova.com as soon as possible.
What happens if I entered the wrong shipping address?
Customers are responsible for providing complete and accurate shipping information.
If you notice an error, please contact us as soon as possible.
We cannot guarantee that an address can be changed once the order has entered fulfillment or has been shipped.
If a package is returned because of an incorrect or incomplete address provided by the customer, the customer will be responsible for applicable return and reshipping costs.
Returns & After-Sales
What is your return period?
Eligible returns may be requested within 15 days of delivery.
The item must remain clean, complete, unused beyond reasonable fitting, and in resalable condition.
Original accessories and components must also be included.
Can I return or exchange an item because the size does not fit?
Yes.
Eligible returns or size exchanges may be requested within 15 days of delivery.
For returns or exchanges caused by sizing or customer preference, the customer is responsible for the return shipping cost and any applicable reshipping costs.
Please check the size chart carefully before placing your order.
Can I return an item if I simply changed my mind?
Eligible items may be returned within 15 days of delivery as long as they meet our return requirements.
The customer is responsible for all applicable return shipping costs.
Can I return only part of a costume set?
No.
Costume sets must be returned as a complete set. Individual components from a costume set are not eligible for a separate return or refund.
Are all products eligible for return?
Items that have been worn beyond reasonable fitting, washed, altered, stained, damaged, or otherwise used are not eligible for return.
For hygiene reasons, intimate, close-fitting, or single-use items may not be eligible for return once opened or tried on.
Where should I send my return?
Please do not send a return without contacting us first.
Email service@henshinova.com to receive the correct return instructions and return address.
We do not publish a fixed return address because the appropriate return location may vary.
Unauthorized returns sent to an incorrect address may not be eligible for a refund.
What if an item or accessory is missing?
Please contact service@henshinova.com within 15 days of delivery.
Include:
- Your order number
- Photos of all items received
- Photos of the package
- Details of the missing item or accessory
Once confirmed, we will provide an appropriate solution.
What if my item arrives damaged or defective?
Please contact service@henshinova.com within 15 days of delivery and provide your order number along with clear photos or videos showing the problem.
Depending on the situation, we may offer a replacement part, reshipment, partial refund, full refund, or another appropriate solution.
Please do not return the item unless our customer service team instructs you to do so.
What if I receive the wrong item?
Please contact service@henshinova.com within 15 days of delivery with your order number and clear photos of the item received.
We will review the issue and provide an appropriate solution.
Product Care
Do you offer custom sizing?
Unless custom sizing is specifically stated on the product page, custom sizing is not available.
How should I wash my cosplay costume?
Cosplay costumes often use delicate fabrics, prints, coatings, trims, accessories, and handmade details.
We recommend:
- Washing dark and light colors separately
- Avoiding long periods of soaking
- Avoiding bleach on colored fabrics
- Removing detachable accessories and metal parts before washing
- Hand washing delicate or highly decorated pieces
- Avoiding machine washing when the costume contains fragile decorations or strongly contrasting colors
Always check the individual product care instructions where available.
Can I iron my costume?
If ironing is necessary, use a low temperature and test a small hidden area first.
Avoid applying high heat directly to prints, coatings, synthetic leather, decorative trims, or accessories.
How should I store my costume?
Store costumes in a dry, ventilated place away from high heat, moisture, and direct sunlight.
Leather, coated, or structured costume pieces are best stored hanging when possible.
Still Need Help?
Please contact:
When contacting us about an existing order, please include your order number so we can assist you more efficiently.