Q: How do I clean my Costume?
A: Generally speaking, all costumes should be washed with great care. Most of the costumes in Etaya are washing machine-friendly. It is in the discretion of the costumer/cosplayer whether or not to use hand wash or use a machine, since both options are great for that matter. However, in choosing to use a washing machine, the gentle mode would be preferred to avoid damage to the cloth, texture and design of the costume. Also, keep the water temperature under 104°F (40°C ). As an added tip, always use a color-safe laundry soap brand which would be gentle to fabrics. Using a cloth fabric bag with the wash machine can protect the costumes as well. With regard to costumes made of special materials or detailed with too many accessories, these can be cleaned by using a soft cloth or towel by dipping water instead of using the washing machine or vigorously hand washing the costume which might cause damage to such details and accessories.
Q: How to cancel my order?
A: For details, please click: Return Policy
Q: How to process a custom/tailor made order?
A: To get your costume custom made, simply fill out the tailor made request form on the product page, which you can sepecify: Height, Chest, Waist, Hip, Shoulder Width, Sleeve Length, and Weight.
Q: How long will a custom/tailor made order take?
A: Normally a custom/tailor made order will not take any extra production time since most of costumes are hand made from scratch. Like the regular orders, the customer, upon placing a valid order, would be given 3 to 5 days and these customized orders and requested costumes are made by the professional costume designers. The costume designers will start working on orders at once and immediately when the payment is received. Our standard shipping takes 10-15 business days.
Q: What payment method do you accept?
A: We only accept the paypal payment here and hope we can have your kindly understanding. Of course, PayPal can access Master Card, VISA, Discover, American Express.
Q: What if I do not receive my package?
A: If you didn’t receive your package within the Estimated Delivery Date please inform us of your order information, such as tracking number, order number, email address, and so on. After finding out the reasons, we will deal with it according to the related policies. If it is caused by our or logistic company’s fault indeed, we would offer you a full refund or resend the package for free. If it is because of the factors of the transportation or custom house (detained or returned), and you want a resend, the resend postage should be paid by you. If you would like a refund, the postage we send the package should be deducted from the refund. Though products are for free delivery, but actually there's postage cost on us when ship out every order. If it is because of the factors of unclaimed or other factors caused by you, the condition is also the same as above. Here we also recommend you of choosing registered mail when you want to ensure the package won’t be lost.
Q: What if I receive the wrong package or less?
A: If you receive wrong packages or less, please provide our customer service representatives with some proofs, such as the order number, tracking number, the photos of the package, and so on. If it is caused by our or logistic company’s fault, we would return the money for the products that have lacked or mistaken unconditionally. Otherwise, we will send you the rest or the right package again.
Q: What if the package is returned?
A: If the package is returned for the reasons of incorrect information left by the customer or rejection or unclaimed, we only return part of the money. If a refund is asked, we would deduct the shipping fee. If you want us to resend the package, you may have to pay the shipping fee again. (The shipping fee is calculated according to the current market price) If you return the package for a refund or exchange, please make it sure that the package meets the following requirements: First of all, the product hasn’t been used, quality problems not included. In addition, there is no quality problem due to abuse or misuse. What’s more, the outer package hasn’t been damaged or contaminated.
Q: How to track my order?
A: When your package has been sent out, we will give you a tracking number by email at the same time. You could track your order with this number through the tracking zone on the website.
Q: What shipping options are available?
A: Etaya joins hands with major international shipping companies like DHL, FedEx, TNT,USPS, and EMS to offer you with reliable shipping services. For details, please click: Shipping
Q: Where will my order be shipped from?
A: Most of the products and costumes will be primarily shipped directly from the factory of Etaya in Anhui, China.
Q: How long does it take to receive my order?
A: For details, please click: Shipping
Standard Shipping | Shipping time: 7-15 Working days (4PX,DHL PPS,DHL PLE,EPacket(EUB),ETK,ARAMEX)
Rush Shipping | Shipping time: 3-7 Working days (FedEX,DHL,UPS.TNT,EMS)
Q: Is Etaya reliable?
A: We certainly believe so. Our Website has earned the McAfee SECURE, Google Safe Browsing and Norton Safe Web. So if you ever have any question or suggestion, please let us know.