FAQ
FREQUENTLY ASKED QUESTIONS
Everything people usually want to know before they order. If your question isn't here, message us — we answer every single one.
ABOUT COSDROBE
What is Cosdrobe?
Cosdrobe is a costume and mask brand. We hunt down the pieces that actually stop people in their tracks — the ones you don't find hanging in a supermarket Halloween aisle — and put them in one place. Think of it as a wardrobe rather than a costume shop.
Who runs it?
A small independent team. There's no call centre and no corporate script — when you email us, a real person reads it and replies.
Do you only sell at Halloween?
No. October is our busiest month, but our pieces get worn to conventions, festivals, parties and photoshoots all year round. We drop new items regularly.
Can I suggest a product?
Please do. A lot of what we stock came from someone messaging us asking for it.
ORDERING
How do I place an order?
Pick your item and size, add it to your cart and check out. You'll get a confirmation email within a few minutes.
I didn't get a confirmation email.
It's almost always sitting in spam or promotions. If it isn't there after an hour, email us with the name and address you used and we'll find your order.
Can I change or cancel my order?
If it hasn't been dispatched yet, yes. Email us within and we'll do our best. Once a parcel is with the carrier we can't recall it.
How do I choose the right size?
Every product page has its own size chart — check it against your own measurements rather than assuming your usual size. Masks and headwear are one size with adjustable straps. If you're stuck between two sizes, message us and we'll tell you which to take.
Something is out of stock. Will it come back?
Usually. Popular pieces sell out fast in October. Follow us or drop us a message and we'll let you know when it's back.
PAYMENT AND SECURITY
Is checkout secure?
Yes. Our store runs on Shopify and every page is encrypted with SSL. Your card details are handled directly by the payment provider and never touch our servers — we never see or store your card number.
Why does my card say pending?
Some banks place a temporary authorisation hold when you order. It usually clears within a few working days. If you see a charge you don't recognise, email us with the order number and we'll check it.
Are there hidden fees?
No. Whatever you see at checkout is what you pay. Import duties on international orders are the one exception — those are set by your country's customs, not by us.
What do you do with my personal data?
We use it to process your order and get it to you, and nothing else. We don't sell your data to anyone. Full details are in our privacy policy.
SHIPPING AND DELIVERY
Where do you ship?
The United States, United Kingdom, Canada and Europe in 5–10 business days, and the rest of the world in 10–20 business days.
How do I track my order?
You'll get a tracking link by email once your parcel is dispatched. It can take a couple of business days for the first scan to appear.
My tracking hasn't moved.
Give it 7 business days. If there's still nothing, email us with your order number and we'll chase the carrier for you.
I need it by a specific date.
Order early, especially in October. Full details are on our shipping page.
RETURNS AND REFUNDS
What's your returns policy?
Full terms are on our refund policy page.
My item arrived damaged or faulty.
Send us a photo within and we'll replace it or refund you. You won't be asked to pay for a mistake that's ours.
I got the wrong item.
Email us with your order number and a photo of what turned up. We'll get the right one to you and sort out the wrong one at our cost.
How long do refunds take?
Once approved, refunds go back to your original payment method. Banks typically take 3 business days to show it on your statement.
LOOKING AFTER YOUR PIECES
How do I clean a costume?
Spot clean fabric pieces with a damp cloth and hang them to dry. Wipe masks, hats and gloves with a cloth. Don't machine wash or tumble dry unless the product page says you can.
How do I clean anything with lights in it?
Very carefully, and never with water. Wipe the surface with a barely damp cloth and let it air dry. Don't submerge it — there's wiring inside.
How should I store it?
Hang long coats rather than folding them so the creases drop out. Keep masks somewhere they won't get crushed. Take batteries out of anything electronic if you're storing it for months.
SUPPORT AND CONTACT
How do I contact you?
Email : support@cosdrobe.com or send us a DM on Instagram. Email is faster for anything involving an order number.
How quickly do you reply?
Within 24 hours on business days. During October it can take slightly longer, but nothing goes unanswered.
What should I include in my message?
Your order number and a short description of the issue. If it's about the item itself, a photo saves everyone a round of back and forth.
COMMUNITY AND COLLABORATIONS
Will you repost my photos?
Yes — tag us and we might feature you. We always ask before reposting.
Do you work with creators?
We do. Email us at support@cosdrobe.com with your handle and we'll take a look.
Do you do wholesale or bulk orders?
For events, theatre groups, haunted attractions or larger orders, get in touch and we'll put a quote together.
Didn't find your answer?
Email us at supporst@cosdrobe.com and a real person will get back to you.