Once a character has selected his or her costume, they can change these selections at a Tailor’s shop. In City of Heroes, the tailor stores are called "Icon", which has branches in Steel Canyon, Independence Port, and Founders’ Falls. In City of Villains, the stores are called "The Facemaker", which has branches in Cap Au Diable and St. Martial.

For a fee, a hero or villain may change almost any aspect of their appearance.

A character may change any of his or her costumes any number of times and at any level for a fee. Or they may use one of the many free makeovers awareded in the Veteran Reward program.

At level 20, a hero or villain may earn a cape. In City of Heroes, a hero should visit the City Representative in the City Hall in Atlas Park to undertake a mission to unlock capes.

In City of Villains, a villain should visit their original contact (Kalinda or Matthew Burke) in Mercy Island to get a mission for the cape.

At level 30, a hero or villain may earn an aura. In City of Heroes, a hero should again visit the City Representative in Atlas Park, and the villains should go back to Kalinda or Matthew Burke.

At level 20, 30, and 40, a hero or villain can get extra costume slots, which will allow them to have more than one costume defined for himself or herself at a given time. New costume slots are initially identical to the character’s first slot.

At level 20, a hero should visit Serge in the Steel Canyon branch of Icon to earn an additional costume slot. A villain should visit The Facemaker in the Cap Au Diable.

At level 30, a hero should visit Lauren in the Independence Port branch of Icon for the extra costume slot, while a villain should visit Gorgeous Glenda in the Cap Au Diable branch of The Facemaker. (She is in the room at the end of the hall.)

At level 40, a hero should visit Carson in the Founder’s Falls, and a villain should visit Lovely Linda in the St. Martial branch of The Facemaker.

During the Halloween Event 2006 and Halloween Event 2007 players were able to gather a set of Halloween-themed Event Salvage. A full set of this salvage could then be turned in to unlock an extra costume slot at any character level. This extra slot stacks with all existing slots, resulting in a possible total of five slots when a character reaches level 40. After the event, players are unable to acquire more of the event salvage, but can still turn in existing sets to unlock the extra slot.