Returns & Exchanges Policy

At Creative Costumes, we want you to be happy with your purchase. If something isn’t quite right, our returns process is clear and straightforward while maintaining hygiene and product standards.

1. Return Window

• You have 14 days from the date of purchase to initiate a return or exchange.

• Returns must be approved via email before sending anything back.

To start a return, email sales@creativecostumes.com.au

Include

• Invoice Number
• Reason for return
• Photos of Item to illustrate the problem

2. Conditions for Returns and Exchanges

To be accepted for return or exchange, items must be:

• Unworn and unused

• In original packaging, including internal bags or inserts

• With all tags attached

• Tried on only, not used for any other purpose.

• Returned in a clean, resellable condition

Change-of-mind returns and exchanges are accepted if these conditions are met.

3. Items That Cannot Be Returned

For hygiene and safety reasons, the following items are not eligible for return or exchange if the packaging has been opened or seals broken:

• Hosiery and undergarments

• Stockings and socks

• Eyelashes and contact lenses

• Faux beards and moustaches

• Wigs or wig caps

• Prosthetics including fake blood, fangs and fake teeth

• Cosmetics and makeup

• Any item that has been worn, soiled, altered or damaged

• Any item returned without original packaging or damaged packaging

The following items are non-returnable under any circumstances:

• Sale or clearance items (Final Sale)

• Ex-hire costumes

• Special orders or custom orders

4. Refunds

Refunds apply to the item cost only.
Postage charges are non-refundable.

If you request a prepaid return label from Creative Costumes:

• The cost is typically $9–$15, depending on parcel size 

• This amount will be deducted from your refund

5. Return Postage Responsibilities

For change-of-mind returns:

• The customer is responsible for return postage

• You may request a prepaid return label from us. 

For incorrect items or faulty items:

• We will assess the situation first

• A prepaid return label may be supplied at no cost

• A replacement or refund will be issued once the issue is confirmed

6. Faulty or Damaged Items

If you receive a faulty or damaged item, you must notify by email within 14 days of purchase.

Please include photos that clearly show the fault or damage so we can assess the issue quickly.

We will then determine the best course of action

• Return of Item
• Replacement of Item
• Refund of Item

Each case is assessed individually.

7. Incorrect Item Received

If you receive the wrong product:

• Contact us immediately with your invoice number

• We will review the issue and decide on the best resolution as quickly as possible.

• We may send a replacement and/or a prepaid return postage label.

8. Return to Sender (Uncollected Parcels)

If a parcel is returned to Creative Costumes because it was not collected:

• Original shipping costs are non-refundable

• The customer must pay for return to sender Australia Post charges.

• Refunds do not apply to uncollected parcels as they are outside the 14 days return policy.

9. Click & Collect Orders

• Click & Collect orders must be collected within 14 days

• One reminder text message will be sent

• If the customer notifies us within 14 days of purchase, a full refund will be issued

• After 14 days without any communication, the goods will be returned to stock and  a 10% restocking fee applied to the refund.

10. Seasonal Events

Our standard 14-day return policy applies during seasonal peak periods such as Halloween and Book Week.

However:

• Final sale items remain non-refundable and non-exchangeable

• All standard conditions for returns continue to apply

11. How to Initiate a Return

To request a return or exchange, email sales@creativecostumes.com.au

with:

• Your invoice number

• Reason for return

• Photos if claiming damage or a faulty product

• Whether you would prefer a refund, exchange or prepaid return label

We will respond with approval and return instructions.

12. Processing Times

• Returns are processed within 1-2  business days of arriving at our warehouse

• Refunds may take 2–5 business days to appear in your account depending on your bank

13. Lost or Cancelled Cards

If your VISA, Mastercard or debit card has been lost or cancelled and you are expecting a refund, please note that we can only issue refunds as a reversal of the original transaction. If you find yourself in this situation, it is up to you as the customer to contact your bank or financial institution and organise any potential incoming funds to your lost card/account be linked to and transferred via your bank to your new account. We cannot be held responsible for any lost funds issued for the means of a refund in these instances.