Faulty or Incorrect Items (Not what was ordered)

If you receive a faulty or incorrect item, we will  exchange or refund the item within a 10 day time period provided the following process is followed:

  • Contact us at sales@jokerscostumehire.com.au within 24 hours of delivery with your concerns. We only replace goods that are faulty or incorrect on arrival.
  • We will replace your item in time for your party if possible or we will refund your purchase.  
  • We will also organise the return of the faulty or incorrect item by issuing a Refund Authorisation number. Please ensure you return the item unused with all the original packaging intact and in the condition in which you received it without any missing parts of the product or packaging. 
  • The costume/product is placed in its original packaging which is also not damaged

Please ensure you meet the above requirements before returning the costume/product back to us.

If the costume/product does not meet these requirements, we will not be able to issue a refund and additional shipping costs will be incurred at your expense to send the original costume/product back to you.

    (Just to let you know, sometimes styles can change without notice due to a change in the manufacturer's production. These changes are usually slight, for example: a change in the placement of crystals on a handmade Venetian mask.  These type of production changes are beyond our control and manufacturers do not notify us when they occur.)

    It Doesn't Fit. I've Changed My Mind.

    Costumes don't look like regular clothes and they don't always fit like regular clothes.  If the size you ordered is incorrect or you've changed your mind we will exchange your costume (but not refund) for a different size or item only where the item is normally stocked. Please follow these easy steps:

    • Request your exchange immediately upon receiving your delivery by contacting us at sales@jokerscostumehire.com.au
    • We will also approve the return of the item by issuing a Replacement Authorisation number only if the item is normally stocked.
    • You must send your item for return unused in the original condition with all of the original packaging intact within 24 hours. Proof of date sent will need to be provided.If not sent within 24 hours of receipt, we will not exchange your item of It Doesn't Fit. I've Changed My Mind.
    • If there is any part of the item or packaging missing, damaged or showing signs of having been worn we will not exchange your item.
    • We will inspect return item and provide acceptance within 2-4 days of receipt.
    • We will ship your replacement item when your return item has been received, viewed and processed.
    • Original Shipping costs are non refundable and you will be responsible for the shipping costs of the return and replacement items.
    • There is also a 25% restocking fee applicable which is calculated on the selling price of the item including any taxes

    Fastest Way To Exchange

    If you need to swap it fast, the quickest way is to place a new order and then follow the easy steps above for a refund on your original purchase.

    It's All About Hygiene

    There are some items that for hygiene reasons we simply will not exchange or refund.  We think you will be reassured to know we do not accept returns on the following items unless they are faulty: teeth and fangs, eyelashes, wigs, moustaches, beards and any fake hair items, hosiery, underwear, contact lenses, masks.

    Special Orders Just For You

    We do not accept returns or exchanges on special orders we have specifically ordered in from our suppliers just for you.

    We will always let you know when a particular sale or promotion excludes returns.

    Orders out of Stock: All items shown on this website are subject to availability. If you purchase an item that becomes out of stock at time of fulfilment of your order, we will contact you as soon as possible and offer you other options:

    a) Order alternative products

    b) Dispatch product when available

    c) Receive refund on purchase price of product.