General FAQS

• Shipping Information
• Returns Info
• Store / Mailing Address
• About Us

General FAQS

What are Ex-Hire Costumes?

Ex-Hire costumes are quality garments, in good condition, that have been maintained as part of our Costume Hire business.  As we are moving to online sales, we are clearing all Ex-Hire Costumes to customers.  If you have any questions about a specific costume and it’s condition, please contact us prior to purchase. Email sales@creativecostumes.com.au or phone: 03 9533 6393.

Do you have a shop I can visit?

Creative Costumes has moved to an online store.   You are more than welcome to place orders online and pick them up at our warehouse but we don’t have a showroom where you can browse our products.   Please select the pick-up option in shipping to Click and Collect from our warehouse in Oakleigh within 1 hour.

Online orders made before 2.00 pm will be shipped the same day.

Click and collect orders will be sent a text to notify you when they are ready to collect.  Usually within 1 hour of ordering.

What are your Opening Hours?

Monday to Fridays: 9.00am to 4.30pm, Saturday: 10.00am to 2.00pm Sunday: CLOSED

How do I know what size costume is right for me?

Like fashion brands, each costume brand can fit a little differently.  To choose your size please use the sizing guide provided for each costume.  We recommend comparing measurements as this is the most accurate way to find a size that will be just right for you. If the costume has no size that means its an ex-hire costume and you can use the costume quote request to add the size you need in the notes.

Can I get a refund is the costume is not suitable?

We want all our customers to be happy with their purchases.   We will gladly exchange or refund on purchases unused in original packaging within 14 days of purchase.  You can return your items for the full amount paid minus the original postage.  Exchanges & Returns can be sent to our warehouse at Unit 12 /6-14 Wells Rd Oakleigh 3166.  Please email us at sales@creativecostumes.com.au to initiate a return.

Unfortunately, we do not refund on ex-hire costumes if you change your mind so please choose carefully.

Special orders we are also unable to refund.

In addition to special order, we are unable to offer exchanges on the following items if the packaging has been opened for hygiene reasons: -Hosiery and undergarments -Stockings and socks -Eyelashes and contact lenses -Faux beards, moustaches -Prosthetics: fangs, fake teeth -Cosmetics -Any item that has been worn, soiled or altered – exhire costumes.

More Information on Returns can be found here.

How can I pay for my purchase?

Creative Costumes online store accepts credit cards (Mastercard and Visa)  All payments are processed through the secure Stripe payment system. We also accept Paypal and Afterpay.

If you choose Click and Collect to pick up your order from the warehouse, at Unit 12/ 6-14 Wells Rd Oakleigh 3166, payment can be made with EFTPOS, in person.  Please give us a call to organise prior to coming in so we can have your order ready.

How Can I track my order?

When your order is sent you will receive an email from Australian Post containing a Tracking number and a link to their website.  That tracking number will not generate any information until the following business day, so don’t worry if there is no information available immediately.

When will I receive my order?

If you live in a metropolitan area Australia-Wide you should receive your express parcel within 1-2 business days.  We do not require you to sign for your delivery so if this does not suit you please have your parcel sent to your workplace, please be sure that you include your company name in the address. If you are in a country area your delivery may take up to 3-5 business days to reach you.  Please see our Shipping information for detailed information.

Shipping Information

Most orders made by 2.00pm, are shipped out by Australia Post by 4pm.  Larger orders (over $500) may require additional processing time.  Email us at sales@creativecostumes.com.au or Call us on 03 9533 6393 if you have any concerns.

How long delivery takes depends on the shipping method selected and your location within Australia.  Please check with Australia Post for up to date delivery information.  Currently for Victoria, NSW, QLD express is 1-2 days.  For NT, SA and TAS allow an extra 1 days.  For WA allow an extra 2-3 days.  Delays of 2-3 days are also expected with Parcel Post delivery.

Once your order has been packed you will receive confirmation and an Australia post tracking number to track delivery.

Local Pickup

All orders placed before 3.00 pm, may be collected the same day from our warehouse in Oakleigh.  Click and collect orders will be sent a text to notify you when they are ready to collect.  Usually within 1 hour of ordering.

Creative Costumes Unit 12/ 6-14 Wells Rd Oakleigh 3166.

Parcel Post
Within Capital Cities       Up to 2 business days. + 2 days
To Country Locations     3-5 business days + 2 days

Free Shipping
If you qualify for Free Shipping, items will be shipped via Parcel Post (see above).

Express Post

For next business day delivery, Express Post items can be sent to the locations listed below. If your item is for an address outside this network, we’ll use the fastest possible transport links, but it won’t be covered by our Next Day Guarantee.  Within Victoria express is still the next business day.  For NSW, QLD allow an extra day.  For WA, NT, SA and TAS allow an extra 2-3 days.

# Service guaranteed in townships only in these postcodes
* Service guaranteed to Mail Centre Post Office Boxes only

Returns & Exchanges Information

We want you to love your costume! If something isn’t quite right, here’s what you need to know:

• 14-day return window: Returns or exchanges must be requested within 14 days of purchase and approved via email before sending anything back.

• Item condition: Items must be unworn, unused, in original packaging with all tags attached, and in a clean, resellable condition. Trying items on is fine.

• Non-returnable items: For hygiene and safety reasons, opened or used hosiery, wigs, cosmetics, lashes, contact lenses, facial hair, prosthetics, and similar items cannot be returned. Sale/clearance items, ex-hire costumes, and special orders are final sale.

• Refunds: Refunds apply to the item cost only. Original postage is non-refundable. You can request one of our prepaid return labels, the cost ($9–$15) will be deducted from your refund.

• Return postage: Customers cover return postage for change-of-mind returns. If an item is faulty or incorrect, we’ll assess the issue and may provide a prepaid return label.

• Faulty or incorrect items: Please contact us within 14 days with photos so we can resolve the issue quickly.

• Click & Collect: Orders must be collected within 14 days. If you notify us within this time, a full refund applies. After 14 days without contact, a 10% restocking fee applies.

• Peak periods: Our standard 14-day policy still applies during busy seasons like Halloween and Book Week.

To start a return or exchange, email sales@creativecostumes.com.au with your invoice number, reason for return, and photos if required.

For the complete Returns and Exchanges policy read here.

Store / Mailing Address

If you are sending a parcel our warehouse address is:

Creative Costumes

Unit 12/ 6-14 Wells Rd.

Oakleigh, VIC 3166.

ABN:  84522525381