Foire aux questions

 Account management
1. I forgot my password

After clicking on "Sign-in", at the bottom of the right box (Already Registered?), click on the link : Forgot your Password and follow the instructions

2. I would like to modify my personal data (address, email...)

Once you are logged in, click on your name (top right of the page). From there you will access your account information and you may also update it.

3. I would like to unsubscribe from the Newsletter

Once you are logged in, click on your name (top right of the page), you will arrive on your account page. From there click on "My personnal information" and uncheck the "Newsletter" check-box

 Cosplay Supplies sold by COSPLAYMAT
4. I am searching for an article or a color that you are not selling in your shop - could you possibly add it?

We have the firm intention and commitment to continuously add new articles to our shop. If you have ideas that we have not had, we promise to seriously consider your suggestions!

5. What are the delivery options?

Delivery options are selected when you complete your order.

Currently were can only supply our product to the following countries : Belgium, England, France, Italia, Luxembourg, Spain, Switzerland

6. What is the average delivery time ?

CosplayMat usually processes the order and ships out on the day following your order (sometimes the same day for morning orders). After that, shipping time depends on your country.

Usually we observe for the UK: + 3-5 days of shipping

There is no shipping done on saturday and sunday.

7. How are the delivery fees calculated?

Delivery fees are calculated automatically depending on the weight and volume of the articles that you have ordered.

8. What means of payment are accepted?

CosplayMat accepts a wide range of payment solutions, including VISA, Master card, Maestro, Paypal...

9. I still have not received my order, what can I do?

You may contact our customer support service, click to the "Contact us" at the top of our website and fill up the form. Please, remember to communicate to us your order number. We will do everything that we can to contact the shipping company and locate your parcel.

10. There is a mistake in my order, an article is missing or damaged

Please contact our customer support team ([email protected]). We will do everything in our power to right the wrongs !

11. How to send back one or more articles?

Once you have received your order, you have the right during 14 calendar days to decide to send us back one or more articles. After those 14 days, any form of reimbursment or exchange is not possible.

The process is as follows:

1) Please contact our customer support service, click to the "Contact us" at the top of our website and fill up the form.

2) Please pack the articles with adequate protection for a safe travel

3) You may send the parcel to the following address:

CosplayMat chez Next Step
Liv. Lundi au Vendredi le matin
178 rue d'Alger 
F-59100 Roubaix

Please also note:

Unless there is a product defect or mistake from our part, the shipping costs for sending back the articles are born by you.

Once the articles are received, the reimbursment will be processed using the same payment method used for the order purchase.

If the returned articles have been used, worn, opened or not in a prime condition, the reimbursement will not be possible.

12. What is the delay and payment conditions for a reimbursement?

For any reimbursement, CosplayMat uses the same method of payment that was used for the purchase order.We process the payment once the returned articles are checked-in at our warehouse. From there, the usually observed banking delay is up to 8 calendar days.