This is Shaiya Original Server aka Shaiya OS forums, the Shaiya Phoenix forums can be found here: http://www.aeriagames.com/forums/en/index.php?f=1313
Though to address your question, you can only choose the class you will play and how to distribute points that are bested in that class. As far as appearance, that was removed at the start of Episode 6. To change appearance you can get the scrolls cheaply from player shops, the Auction House, or from the Free Loot Box on Aeria Ignite.
There is not true character customization like in Final Fantasy or similar games.