Política de reembolso

Return and Refund Policy — Lill Costume

Last updated: [08/09/26]

At Lill Costume, we create handmade, made-to-measure cosplay costumes. Because our products are personalized, this policy clearly explains what can be returned, exchanged, or refunded, and what cannot.

1. Nature of Our Products

Most of our costumes are handmade and made to measure, based on the sizing information provided by the customer at the time of purchase. For this reason:

  • Custom-made products are not eligible for return or refund, except in the specific cases described in this policy (manufacturing defect, workshop error, or confirmed loss during shipping). Damage caused by the shipping carrier is not Lill Costume's responsibility — see Section 4.
  • This is standard practice in the made-to-measure cosplay industry: once a costume is cut and sewn to your measurements, it cannot be resold to another customer.
  • Accessories, footwear, and standard-size products (not made to measure) have a more flexible return policy — see Section 6.

2. Order Cancellations

  • You may cancel your order within the first 24 hours after placing it, for a full refund.
  • After that window, our workshop begins the patternmaking and fabric-cutting process, so cancellations are no longer accepted. If you wish to cancel after this period, a fee may apply (up to 30% of the item's value) to cover materials and labor already invested.
  • Custom orders have a production time of 1 to 3 months, as stated in each product's description. This production time is not refundable and is not subject to penalty as long as it is respected.

3. Measurement Errors

  • It is the customer's responsibility to provide correct measurements when ordering. We recommend reviewing our size guide before purchasing.
  • If the costume does not match the measurements you provided, this is not considered an error on our part, and no refund or free remake applies. We may offer an adjustment or a new piece at an additional cost, subject to the workshop's availability.
  • If the costume was made with measurements different from those you provided (a workshop error), we will correct or remake it at no additional cost.

4. Manufacturing Defects or Incorrect Items

We offer replacement, repair, or refund (depending on the case) when:

  • The costume arrives with a manufacturing defect (broken seams, faulty closures, factory-damaged materials).
  • A different design, color, or piece than the one you ordered was shipped.

Damage that occurs during shipping (a crushed or wet package, or merchandise damaged in transit) is not Lill Costume's responsibility. These cases must be reported directly to the shipping carrier used, as they are responsible for the condition of the package during transport. If your order included shipping insurance, we can help you start a claim with the carrier, but the resolution and any refund depend on the carrier's own policy.

To report a manufacturing defect or an incorrect item:

  1. Contact us within 3 calendar days of the delivery date.
  2. Send clear photos of the defect, damage, or error, along with your order number.
  3. Also send an unedited, uncut video of the package being opened (unboxing), recorded continuously from before opening the package to showing the full product. This evidence is mandatory: without an uncut unboxing video, any exchange or refund request will be considered invalid and will not be processed.
  4. We will review the case and respond within 3 to 5 business days with a resolution: repair, free remake, or partial/full refund, as applicable.

After this 3-day window, we cannot guarantee a refund or remake, except in exceptional cases evaluated individually.

5. Lost or Significantly Delayed Shipments

  • Lill Costume is not obligated to actively track your shipment. Once your order ships, we provide you with a tracking number; from that point on, it is the buyer's responsibility to track the status of the package (including customs procedures, availability to receive the package, and pickup at carrier offices if required by the shipping method).
  • Lill Costume is not responsible for the cost of the product if the package is lost in transit. At the time of purchase, you will have the option to add shipping insurance as an extra charge at checkout; if you purchased insurance and the carrier confirms total loss of the package, we will help you file the corresponding claim with the insurer/carrier. If you did not purchase insurance, the loss of the package is the buyer's responsibility.
  • This section applies only to total loss confirmed by the carrier, not to damage or poor condition of the package during transit (see Section 4).
  • We are not responsible for delays caused by customs, carrier strikes, incorrect shipping addresses provided by the customer, or natural events or political situations internal to the origin or destination country (natural disasters, civil unrest, regulatory changes, etc.).

6. Standard-Size Products (Non-Custom)

For accessories, footwear, and other products that are not made to measure:

  • You may request a return within 14 calendar days of delivery.
  • The product must be unused, unwashed, and in its original packaging.
  • Return shipping costs are the customer's responsibility, unless the product arrived defective.
  • Once the returned product is received and inspected, we process the refund within 5 to 10 business days.

7. Color Variation

Colors may vary slightly between what you see on screen and the physical product, due to photography lighting and individual screen/display settings. This natural variation is not considered a defect.

8. How to Request a Refund or Exchange

Email us at [your contact email] or reach out through the store's chat, including:

  • Order number
  • Description of the issue
  • Photos (where applicable)
  • An unedited, uncut unboxing video — mandatory for any exchange or refund request; without this video, the request will be invalid.

Once a refund is approved, it is processed to the original payment method, within 5 to 10 business days (banking processing times may vary by institution).

9. Special Custom Commissions (Custom Outside the Catalog)

Designs made entirely per the customer's request (characters or designs not in our catalog) require a non-refundable 50% deposit at the time the order is confirmed, given the design work involved before production begins. The remaining balance is due 10 days before the estimated shipping date.

Legal Note

This policy reflects common practices in the made-to-measure cosplay industry, but it does not replace legal advice. As a store operating in Mexico, we recommend having this document reviewed by a lawyer to ensure compliance with Mexico's Federal Consumer Protection Law (Ley Federal de Protección al Consumidor / PROFECO) and any other regulations applicable to your operation, particularly regarding distance sales and consumer withdrawal rights. If your store also serves customers in other countries, additional local consumer-protection requirements may apply and should be reviewed separately.