Frequently Asked Questions
you have a question, you can contact us at the following email
firstname.lastname@example.org or email@example.com
Do you accept credit cards, debit cards or Paypal?
Yes, we accept all major credit cards (Visa, Mastercard, Discover, American Express) and all debit cards, as well as USPS Money Orders. If necessary, we can also accept Western Union Money Transfer payments. We no longer accept Paypal payments, and we also do not accept Personal check payments.
Why does it take so long to receive a reply to my order/email?
We're so sorry for the often long delay in replying to orders & emails, and thank you very much for your kind patience in waiting for our return message. We find that it's almost impossible to come online more than once every week to ten days to answer the emails, due to the schedule we have to complete the current costumes, plushies and dolls. We want to get all the orders out within the time frame turnaround we estimated to our customers, and so the thing that suffers is our email time. I wish I could come online more often, but it just cannot be. If you do not hear from us quickly, please know that we are not ignoring you, but that we most likely have not read it yet as we only come online once per week and sometimes even longer. We appreciate your patience and your understanding and look forward to serving you. Thank you so much!
What materials do you use on your costumes?
We use whatever the customer prefers us to use for their cosplay costume and the customer can specify any type of fabric he or she wants on their costume. We also give the customer the choice of matte or shiny fabrics for use in their costumes and always use high quality materials no matter the type chosen. For matte fabrics, we usually use cotton blends, like linens, broadcloths, suitings, chiffons, and suedecloths. For shiny fabrics, we use satins, velvets, spandex/lycra, lame', tricot or organza. The 'leather' looking parts of costumes utilize pleather, pvc and vinyl, according to the usage and degree of shine.
How do I clean my cosplay costume?
Most costumes can be hand washed in cold water but if there are many accessories on the costume, we recommend Dry Cleaning only. Costumes should not be machine washed at all.
How long will it take to receive my item(s)?
Due to our huge backlog, our current turnaround is approx 22-24 weeks from date we receive your payment. We complete items in the order that their payment was received.
Do you accept Rush Orders?
'I need a costume by a certain date that's coming up very soon.' Yes, most of the time, we can accept a rush order for an additional fee. The fee depends on the speed in which you need the costume. Please contact us at the above email if you need a costume with the exact date you need it by, so we can discuss the necessary details.
Are your prices in U.S. Dollars?
Yes, all prices listed on our site are in US dollars.
Will I need to give measurements for a costume if I order it or
is it one size fits all?
We custom make each costume for the cosplayer, so we will ask you for approximately 20 different measurements and also send you charts on how and where to measure yourself.
Will you make my costume or doll and then I can pay you after I
receive the item?
No, we're so sorry but we only begin construction on an item after the full payment is received. You may pay in installments/payments, but the item is shipped only after the full total is received.
If a costume or doll is not listed on your site, can you still
Thank you for asking! Yes, most of the time we can make any character costume or plushie or doll. However, we must see a picture of the character before we agree to construct the item for you. If it turns out to be something we cannot or prefer not to do, we will let you know beforehand.
Do you accept trades?
On occasion, we do accept merchandise in trade or towards our custom dolls, plushies or costumes. Usually, these trades are specified in our 'Update' page.
Do you sell patterns?
Unfortunately, we do not use any patterns on our dolls, plush or costumes, so we have none to offer for sale. I'm so sorry.
If I order a costume shown on your site, can you make it
differently than the pictures display?
For example, I want it matte instead of shiny. Oh yes! We are happy to make the costume in any way the customer would like and can alter any details/design of the outfit as well. Please just ask and we will be more than pleased to accomodate you.
I want only part of a costume shown on your site. Can you sell me
those parts separately?
Yes, we'd be glad to sell partial costumes or accessories. Please let us know what parts you'd like and we'll give you the price estimate on those for you.
I have an original character I designed. Will you make it into a
costume or doll for me?
Oh, yes! We love making original characters/fan characters and will follow your character design faithfully, whether for a costume, doll or plush. Please email us a picture of your character and we can give you the details and pricing information on it. Thank you!
Some of the pictures on your site look really old and hard to see
the quality/design. If I order the item shown that way, will it
look as the photos seem?
Oh, no, not at all! ^^ We've been making costumes, plushies and dolls online since 1999 and back then, we were just starting out. We had only a small digi-cam then and so those old photos are quite less than adequate. In addition, we also were new dollmakers, and seamstresses then, so many of the items are experimental 'prototypes' and not at all how we would make them now. Many of them look pretty awful, but please know that the revised version we would make for you now, will look nothing like that. For better photo references to our current work, please check out our newer items (the ones with the high quality photos are most recent). They are the best examples of the work we do now. Please also keep in mind that each item is custom handmade and will differ slightly than any of the photos depict (new or old), though of course, we strive to make each item as humanly closely as possible to the photos shown or better. Thank you for your continued support!
What if I receive a costume from you and it doesn't fit properly?
We follow the measurements you provide us exactly, so the costumes should fit well. But in the circumstance that it does not, and the error is ours, we, of course, will be more than happy to alter the costume for you, free of charge.
If the costume does not fit you and it is your error (I.E. the measurements you provided were not accurate), then we will still be happy to alter the costume to your new correct size/measurements, but there will be an alteration fee and shipping charges will apply.
However, this is a very rare event, and almost always the costumes we make fit the cosplayer well.
I live outside of the USA----will I have to pay additional
customs duties/taxes on my package when I receive it?
Product prices displayed on this website do not include import duties, taxes and/or other customs related charges. Buyers bear all responsibilities for any extra charges incurred (if any). The importer of record is responsible for paying duty. The seller of the goods cannot pay duty in advance. Import duties, taxes, and charges are not included in the item price or shipping cost. These charges are the buyer's responsibility. Please check with your country's customs office to determine what these additional costs will be prior to buying. Additionally, as of Jan 1, 2021, we can no longer accept commissions from UK/Northern Ireland buyers unless the order total is over $180 USD. This is due to new UK customs rules where sellers can no longer ship to the UK any merchandise valued at less than $180 without an export license. We apologize to all our UK customers, for any inconvenience caused by this new rule.
Setsunakou.com does not assume any legal liability or responsibility for any product or process purchased at setsunakou.com. In no event shall SetsunaKou or HarukaKou be liable for any special, indirect, or consequential damage or any damages whatsoever arising out of or in connection with the use of setsunakou.com.