Frequently Asked Questions
Do you have some questions that needs some answers immediately? Here are some of the frequently asked questions accmulated since our store started and could be what you are looking for! If you do not find the answers to your question(s), please contact us using the form at the end of the page.
Order Status & Shipping Questions:
- Why have i not received my package yet?
- How do i check the status of my order?
- Where do you ship my package from?
- How long do i have to wait before i receive my package?
- Why is my package held up at customs?
- Where is the tracking/confirmation number found on the order status page?
- I have an urgent order, how do i request and pay for faster shipping?
Return & Exchange Policy Questions:
- Do you accept refunds/exchange for all products?
- What should i do if the product(s) is damaged on receipt?
- How do i proceed with a refund?
- Can i request a refund/exchange for custom-made costumes?
- I ordered a size too small for my costume, can i exchange for a bigger size?
- I ordered a size too big for my costume, can i exchange for a smaller size?
Costume Questions:
- What are some of the costumes that do not have inner satin?
- Why do some costumes do not have inner satin?
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1. Why have i not received my package yet? Do provide the tracking/confirmation number of your package, which you can find out from our order status page. Simply enter your order number and billing address zip code to find out more. If you have tried all of our recommendations, do not hesitate to email us. Click here to contact us ... |
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2. How do i check the status of my order? Once your package has been delivered, we will always update the status of your order usually accompanied with a confirmation/tracking number and a link to the shipping courier for you to be updated of the status of your order. If your order will be delayed for any reason (E.g. product is out-of-stock, etc), we will email you to seek further instructions on how your order should proceed. You can always check the status of your order at anytime via our order status page. Simply enter your order number and billing address zip code to find out more. |
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3. Where do you ship my package from? As we offer a wide range of X-men products, we ship from many different locations and it also depends on the availability of the product at hand. Should any product(s) be out-of-stock, we might be shipping from different location to fulfil your order. Most of our movie costumes are shipped from China, some X-men accessories are shipped from Singapore and party supplies are usually shipped from the US. |
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4. How long do i have to wait before i receive my package? It generally takes us about 1-2 working days to process your order. After which, we will start to send out your order. Depending on the product(s) you purchase, the delivery time might vary. Most of our products' description pages would have specified the estimated delivery time expected. For a general rule of thumb, you can read more about our shipping policy and estimated delivery time. |
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5. Why is my package held up at customs? There could be many reasons why your package is held up at your local customs and we would not know the criteria for which packages are being detained. You could try contacting your local customs or local postal office for more information. |
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6. Where is the tracking/confirmation number found on the order status page? Once you have logged in successfully to the order status page after providing the required information, you can find the tracking/confirmation number towards the middle of the page on the left. The tracking/confirmation number is usually a hyperlink that you can click on that will redirect you to the shipping courier's tracking page. Some shipping couriers permit us to display the status directly, while some do not. For those shipping couriers that do not, just simply enter the tracking/confirmation number manually and click on the button to check the status of your package. |
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7. I have an urgent order, how do i request and pay for faster shipping? Most of our products have faster shipping option offered, you will be able to select the mode of shipment via the shopping cart page and price would be adjusted accordingly. For products that do not permit you to select a faster mode of shipment, please checkout as per normal and insert a request in the order comments textbox that you wish to use faster shipping. Once we receive your order, we will email you to quote you the price of the faster shipping and send you a Paypal invoice for you to make payment. If there is no faster shipping available, we will inform you and await your reply for instructions on how to proceed with your order. |
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8. Do you accept refunds/exchange for all products? Information that we need for refund/exchange:
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9. What should i do if the product(s) is damaged on receipt? If your product(s) is damaged upon receipt, please email us within 7 days. Otherwise, we would not entertain requests to make an exchange/refund as it is your responsibility to check the condition of the product(s) received. To deter customers from attempting to exchange/refund after damaging the product(s) themselves, it is compulsory for you to inform us within 7 days for us to process your request. Please click here and scroll towards the end of the page to learn more about our return policy. |
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10. How do i proceed with a refund? If for any reason you are not satisfied and would like a refund, you can learn more about the criteria of our return policy. Please click here and scroll towards the end of the page. |
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11. Can i request a refund/exchange for custom-made costumes? If the custom-made costume is to be returned to us due to the fault of Just Marvel X-men, we will be happy to offer a full refund/exchange/replacement. We would require customers to return us the costume back to our location and once the returned costume has been received, a full refund after subtracting the 30% restocking fee would be refunded to the Paypal account used to make payment. Do note that for refunds/exchanges, the customer would have to pay for the shipping charges to send the costume back to us. To learn more about how to proceed with a refund and other relevant criteria that must be fulfilled, please click here and scroll towards the end of the page to learn more about our return policy procedures. |
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12. I ordered a size too small for my costume, can i exchange for a bigger size? As most our movie costumes are custom-made to your size and we do not keep any pre-made costumes, we do not accept exchanges for such situations as it would be difficult for us to resell it to other customers. |
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13. I ordered a size too big for my costume, can i exchange for a smaller size? In this situation, we might be able to do some customization for you to make it smaller if possible. However, you will need to verify with us first by contacting us. Do note that you will have to bear the costs of shipping the costume back to us and shipping it back to you. You will also need to pay us a workmanship fee starting from an estimated US$20 onwards. The quoted price depends on the workmanship required to make the necessary changes. |
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14. What are some of the costumes that do not have inner satin? Most of the costumes without inner satin are one piece costumes such as Jean Grey costume, Rogue costume and Storm costume mainly. Most gloves also do not have inner satin. To be sure if your costume has inner satin, you can take a look at the product detailed description page under the "Materials Used" section. If you can't find it, you can also confirm by contacting us. |
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15. Why do some costumes do not have inner satin? Some costumes do not have inner satin is because it might affect the elasticity of the costume and design especially one piece costumes like Jean Grey costume, Rogue costume and Storm costume. To ensure we can achieve the design, we do not include inner satin for such cases. |