Cosplaylight FAQ

Here are some questions asked frequently by our customers. We list here and hope to help you fast. If you can’t find the answer here, you can contact us directly. We will get back to you in 24 hours or faster.

Site Using

Q: Cloud I check my order status without logging in my account or purchase as a guest without an account?

A：Yes, you can. We will email you the order number and also send you the order number to your account if you have a account, and then you can use the order number to check your order status at any time without logging in account as followings:

Note: If you purchase items from us without creating an account, we will send you the tracking number to the email that you used to place the order when your order is shipped.

Step1: Copy the order number from the email we send to you when you place an order.

Step2: Click "Tracking" button at the right top of our store and paste the order number to check like below:

Q: Could I check items prices in my currency, instead of USD?

A: Of course you can, there’s currency selection at the top left corner to change all items prices to your preferred currencies.

Q: Cloud I check site content in different language?

A: Yes, at the bottom of site, we install google translate API to provide you lots of different language translation, and you can choose your local language to check site content. (Note: google translate API can't guarantee accurately correct translation, and so if there are any small translation mistake, hope you can understand, thanks!)

Payment

Q: Which payment methods do you accept?

A: We currently only accept Paypal payment. If you don’t have a Paypal account, you also can pay by credit card via Paypal. Please learn more about our payment methods here >>> Cosplaylight Payment Methods.

Q: How do I pay by credit card? I don’t have a paypal account.

A: When checkout at our store, please select “PAYPAL” as pay method. After get to secure payment page, there’s a button at bottom of the page saying:“Pay with credit card, e-check, Bill me Later”.  Click that and you will get the credit or debit card submission form to pay.

Q: Could I pay in other currencies rather than USD?

A: Yes, you can pay us in any currencies. If you can't find your currency in our currency change button at the top of the site, you need to contact us for the invoice to pay by it.

Q: Why do I need to give a phone number?

A: We would really appreciate if you could leave a valid phone number when order. It's required by shipper who may need to contact you to schedule a delivery time. We won't use it for anything else.

Q: Is my payment safe?

A: Yes, Paypal is one of the most safest payment methods now. Your payments are received through paypal, and if there is anything, you could always file a dispute, but we don't really think that's needed as we do business with honest. Our products photos are on real goods, and we try to make the description as accurate as possible. Just in case there's anything, we are always here to help.

Q: Will cosplaylight.com charge me without my permission?

A: No, our payment method is mainly Paypal who will protect its customer to pay safely and secretly. We don’t keep your financial information to charge you more. Just in case if we need some extra fee, we will email you about it, then you know and pay it.

Shipping

Q: What shipping methods do you accept?

A: We accept DHL, UPS, FedEx, EMS, Expressline and Post Office Airmail currently. If you want us to ship out your pack by Other shipping methods, please contact us, we'd like to discuss it with you and will let you know the corresponding shipping fee.

Q: What's the difference between airmail and other shipping methods?

A: Airmail is post office shipping method and takes 10-20 days. DHL/Fedex/UPS/TNT/EMS/Express Line takes about 5-8 working days for shipment. So DHL/Fedex/UPS/TNT/EMS/Express Line is faster express shipping method than Airmail. If you are in urgent need of your item, it is better to select fast express shipping method.

Q: Sometimes, why is airmail higher priced than premium sometimes?

A: Because airmail is mainly for package under 1kg, and obviously cheaper especially for items under 0.5kg. If the item is over 1kg or more, Airmail may be more expensive than fast express. We are also trying the best to lower the shipment fee as much as we can.

Q: Where could I find out the shipping fee?

A: At each product's detailed page, there's a shipping fee estimator. Click it and then select your country, then you will get a quote for different shipping method. There's no obligation to complete the order by doing that, so feel free to check it.

Q: How could I track my order shipping status?

A: Please learn details about your order shipping tracking here >>> Cosplaylight order shipping tracking

Q: Could I still keep track of my order shipping status if I don't register?

A: Yes, you can. After shipment, we will send you the shipping tracking number to the email when you place an order to fill. You can track your package shipping status via the tracking number at any time. 

Q: When will my order arrive?

A: Your order's arrival time is process time plus shipping time. We tried to list the arrival time on each product's detail page. If you have a deadline, please make sure to leave us a message when checkout.

Q: What should I do if I want to exchange/cancel my ordered items?

A: We have our cancel, return and exchange policy. For more details, you can learn about it here >>Cosplaylight Cancel & Exchange

Q: Could I request shipping address change for my order?

A: Yes, before shipment it's ok and free to change; after shipment, please contact us to communicate about that. There may be extra shipping fee according to your address changed. So be careful to send us a valid shipping address.

Note: If the address changed is caused by shipper's mistakes, there's no extra fee.

Q: What should I do if I get wrong items?

A: Firstly, we deeply apologize for the mistake we made and also hope to get your understanding.  If we do make a mistake, please email us within 3 days after you get the package, and we will discuss about the solutions. If we make a mistake, we will be responsible for all.

Q: Do you ship worldwide?

A: Yes, we can ship almost all over the world. About shipping areas, you can learn more here>>Cosplaylight Shipping Areas

Q: Could I use PO/APO address for shipping?

A: Yes, but we could only ship with EMS for PO address, which is delivered through post office. EMS often takes about 7-12 days for shipping time.

Q: Is sign required when shippers deliver my package?

A: Yes, all shippers we use now request a sign. If it's not convenient, there are several ways to get around it:

*If you have a mailbox, you could leave a pre-signed note there.

*You could call shippers with your pack track id, and ask them to deliver at your convenient time.

*You could  call shippers with your pack track id, and ask them put it at a neighbor's.

*You could call shippers and ask for pickup by yourself.

Note:These requests could only be initiated at your side, which is a rule by shippers.

Q: Could I ask shippers help me keep my package for a while if I am not at home?

A: Yes, you can call the shipper to help keep your package for a while but it is often time limit. Fedex could only keep it 7 days, more or less for other shippers. If over limited time, they will either destroy the package or return it. If it happens, please notice we can't be responsible.