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 email@example.com 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 firstname.lastname@example.org
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.
Shipping: You may select Free Pick Up from our Brisbane Store(subject to conditions) or we use Express Post and a number of couriers to ship our retail costumes and accessories. We ship the same day for items in stock where the order has been placed by 2pm Brisbane time. Express Post offers next day delivery to addresses within their Express Post network, including Brisbane, Sydney, Melbourne, Adelaide, Hobart Area and Perth CBD. Standard Delivery by couriers is available to 25 major metropolitan and regional centres and can take 2-4 days, with 7 day delivery to Perth.
Shipping Rates Standard 2-4 Business Days Delivery, subject to the following:
1. Special orders will take at least 2 days to be sent from our suppliers to us before we can arrange any form of shipping to you, which will impact on the time you receive the items.
2. If an item is not in stock in Brisbane and we have to arrange for it to be transferred from Melbourne or Sydney, this is impact on our delivery times.
Orders overs $150.00 are free excluding Express delivery
Order Value - $0.00 – $49.99 Shipping cost is $11.50