Return & Exchange Policy
If the buyer needs to return or exchange an order, please contact us within 7 business days after the parcel is delivered. If the buyer contact us after 7 business days of successful delivery, any fee (postage & tax) charged for return & exchange will be at the buyer's expense.
Any issue reported after one month of the delivery will not be considered.
Any parcels returned without informing us in advance will be refused. And the refund request will not be considered.
Return & Exchange at Herostime's Expense
1 Wrong size is shipped because of Herostime's responsibility, thus the item can't be used.
2 Serious quality problem is noticed immediately upon delivery.
Note: If the seam or zipper breaks when you try on the costume / boots, it's probably size problem.
3 Wrong design is shipped because of Herostime's responsibility.
Return & Exchange at the Buyer's Expense
1 Wrong size is ordered or wrong custom measurement is offered by the buyer, thus the item can't be used.
2 The buyer doesn't like what is received (custom design is excluded).
3 The buyer doesn't need the item for personal reason (custom design is excluded).
4 All items on Herostime are made-to-order. Even the order which pays expedited shipping can't be shipped immediately. If the buyer doesn't inform us the deadline and return the order for late shipping / delivery, any fee (postage and tax) caused will be at the buyer's expense.
5 Once a parcel is shipped, no one is able to control the whole process. If the buyer decides to return a parcel delayed for uncontrollable reason (weather, air flight, customs, etc), any fee (postage and tax) caused will be at the buyer's expense.
Note: On any costume required file fee, the fee won't be refunded when the return is caused by the above reasons.
No Return or No Exchange
1 The item is used or worn (fitting is excluded.)
2 Swimsuit and other underclothes.
3 The item is stained or ripped when the buyer wears it.
4 The buyer uses sharp object to unbox thus the item inside is ripped.
5 Minor color difference between pictures and real product caused by displayer or camera.
6 It's inevitably that fabric produced in different batches has minor difference in thickness and tone. We don't accept return or exchange for this reason.
Special Note: Swords, faceshell, EVA and resin props are fragile. Please unbox and check the item in the face of the delivery man. If you only find the item is broken after you sign, we will not compensate.