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Everything Cosplay, Halloween Costumes, Anime Wigs, Fantasy Apparel, Costume Props, Famous Action Figurines and Dolls, Gamer Gear, and more!
United States
My mum ordered a Furina cosplay for me that was supposed to arrive a week ago. The tracker is still saying that it's on the way but it's probably broken.
Me and my mum have both sent emails to the store but we still haven't gotten a response.
It was everything it was supposed to be and my granddaughter was very happy.
I'm not getting any updates on my package, the "tracking package" link doesn't work for me and they said it it would be aug30th to sep12 and still isn't here
Reply from CosplaySpa
Dear Gabriel,
We sincerely apologize for the inconvenience and the delays you’ve experienced with your order. I understand that the delivery was estimated to arrive by September 12th, and it's already the 14th. We are truly sorry it didn't arrive by the expected date.
The good news is, as of this moment, your order tracking shows it is out for delivery and should arrive shortly. If you encounter any trouble with our tracking system, please don't hesitate to reach out to us at cosplayspa.com/contact. We're here to assist.
As a gesture of goodwill and to, hopefully in part make up for the delay, we'd like to offer you a discount coupon equal to the full value of this order. Please get in touch with us, and we'll ensure you receive it.
Thank you for your understanding and patience.
Best regards,
Crystal
Customer Support Team, CosplaySpa
The site needs to be more transparent about where the items are coming from and any potential import fees that might be applicable UPFRONT.
I ordered a costume for my daughter ($99 USD) and was able to take advantage of free shipping. I was ordering from Canada.
After checking out, I was fairly certain all that I would have to do would be receive a package. Instead, a few days later, I received an invoice from UPS to pay $53 as import fees. To top it off, I assumed that the items would be coming from USA. The items, instead, came from China.
I am disappointed because the package came beat up, the stitching on the costume was loose on many of the seams. I contacted the company to inquire, and sure enough, I missed the bit that says they "sometimes ship from China". I didn't find anything that claimed that I would be on the hook for tarifs. I should have refused the package, but my daughter would have been disappointed. This place is not getting another dime from me ever.
Reply from CosplaySpa
Dear Eddie,
We are genuinely disappointed to hear that your experience did not meet your expectations. We take your feedback to heart and are committed to improving our communication about shipping origins and potential import fees, even though, unfortunately, we cannot cover these costs for our customers.
Regarding the quality of the product, we take such issues very seriously. We offered a full refund or an exchange upon the return of the item and are always ready to resolve such issues to ensure our customers' satisfaction.
We are continually striving to enhance our service and transparency, and your feedback is invaluable in helping us achieve this. Thank you for bringing these matters to our attention.
Warm regards,
Crystal
Customer Support Team, CosplaySpa
1. I received an automated delivery notification prior to the package being delivered, even per their own tracking.
2. When the order was delivered it did not come with all the pieces listed as included in the product detail.
3. The dress was such a poor quality that it ripped at the seems both at the neckline and the shoulder the first time my daughter trying it on.
Reply from CosplaySpa
Dear Angela,
We’re truly sorry for the issues you encountered with your order. We regret any inconvenience caused by the incomplete delivery and quality concerns.
We have issued a full refund and allowed you to keep the items received to minimize disruption to your event. We are currently reviewing our quality control procedures to ensure such issues do not happen in the future.
We always strive for excellence, and your feedback is invaluable in helping us improve. Thank you for bringing this to our attention.
Best regards,
Crystal
Customer Support Team, CosplaySpa
My first order, the tracking link was broken and didn’t load. Then I received emails with status updates that showed my package was on route after a few weeks. Then I received a final email update saying item delivered, but was not. I waited a few days as I thought maybe it was just delayed but was beginning to worry as the items were for a birthday present and still nothing for another week. I reached out to the company and was refunded. Great customer service, very quick response and understanding of the situation. I don’t like the distributor, but the actual company was great! I would definitely order from again! Thank You!
Reply from CosplaySpa
Dear Pete,
Thank you for sharing your experience. Our IT guy has been wrestling with the tracking system but I think he's finally got it working properly for future orders
We're glad our customer service team was able to assist you promptly and to your satisfaction. Your kind words mean a lot to us, and we look forward to serving you again in the future.
Thank you for choosing CosplaySpa!
Best regards,
Crystal
Customer Support Team, CosplaySpa
I needed this order to be cancelled/ returned and no one helped me.
Edit: that response seemed very nice even though no one replied my multiple emails about where to send the return.
Unfortunate.
Reply from CosplaySpa
Dear Carla,
We're deeply sorry for the inconvenience you faced with your order arriving late. We totally understand your frustration and are here to help.
We sent return instructions shortly after your request and offer a no-questions-asked return policy within 30 days of receipt. Please send the item back so we can process your refund quickly.
Thank you for your feedback, and we hope to better serve you in the future.
Best,
John
Customer Support Team, CosplaySpa
Edit 2024-09-14: So far this customer has not taken advantage of our no-questions-asked return policy. We encourage customers to make use this policy if they receive the wrong size, an item that doesn't meet expectations, or even if they change their mind.
On 8/25 we emailed return instructions, and followed up on that email on 9/14. If you're not receiving it, double check for a message from team@cosplayspa.com.
Reply from CosplaySpa
Dear Maxwell,
Thank you so much for your wonderful review! We're delighted to hear that you are pleased with the quality of our product.
We look forward to serving you again soon!
Best regards,
Crystal
Customer Support Team, CosplaySpa
I recently purchased a costume from a local store but unfortunately the stitching gave way. The store themselves didn't have a replacement so I ordered online. I am so glad I did as the costume came just in time. The delivery is really fast and I got exactly what I was looking for. Will definitely use them again in the future.
Reply from CosplaySpa
Dear Nicole,
Thank you for your fantastic review! We’re thrilled to hear that we could provide a quick solution and that you enjoyed your costume. We look forward to serving you again in the future.
Best regards,
Crystal
Customer Support Team, CosplaySpa
My partner and I were planning to attend a convention near us and we wanted some costumes we can dress up in. We ordered some costumes from them and they arrived surprisingly early. But I had a problem with my costume as it was the wrong size and could not fit into it. Their customer service is excellent as they had fixed my issue right away. They found the right size for me and had it replaced which arrived just in time for the convention. Just when I thought my convention experience was ruined, they still saved the day.
My daughter wanted to dress up as Batgirl for a party so we decided to try CosplaySpa. I am glad we did as the costume was just perfect. You could see the costume was done really well especially in the stitching. It's really high quality. I am glad I went with them. My daughter is really happy too with the costume.
They're great! The costumes I got were really high quality I was surprised. What was great is that the costumes arrived early and in time for a costume party we were attending. I am very happy with my purchase.
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