14 days return for any reason!
We want all our customers to be happy with their purchases. We take great care in providing correct measurements in our sizing guides, however we recognise that things can go wrong. We will gladly exchange on purchases unused in original packaging within 14 days of purchase. However the customer is responsible for any postage costs.
To initiate an exchange please contact our Customer Service Team online by email.
firstname.lastname@example.org and include your invoice number.
Store / Mailing Address
If you are sending a parcel our warehouse address is:
12/ 6-14 Wells Rd Oakleigh VIC 3166.
There are several options for exchanging your item which depend on how long you have before needing your exchange item and where you live.
If you need your exchange item within two weeks:
If you need your exchange item quickly we recommend placing a new order online so that you receive your exchange item in time for your event, and then send your unsuitable item back to us for a refund. Please call us for a return postage label which you pay for over the phone or we can send a secure link.
If you have more than 2 weeks:
If you have plenty of time before you need your exchange item we can do a direct exchange for you. If you would like to go ahead with this option please let us know so that we can put aside the exchange item/s for you. Please note that we hold exchange items for up to 10 business days.
If you live in Melbourne you can exchange in person at the warehouse 12/ 6-14 Wells Rd Oakleigh 3166. Please contact us and let us know and we will put your exchange aside for you.
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 -Contact Lenses -Ex-hire costumes -Any item that has been worn or altered
If you have received a damaged or faulty product, we are happy to fix it up for you as quickly as possible. Please contact our Customer Service Team online on email@example.com, take photos of the faulty item, so we can send you a replacement item right away and make arrangements to get the faulty product back to us.
However, if you go ahead and use, alter or in any way manipulate the product even though it is faulty, you are then accepting that the product is ‘fit for the purpose’ that you purchased it for, and it is no longer returnable. So, please DO NOT USE a product if it is faulty as we will not be able to return it to the manufacturer on your behalf, and therefore will not be able to accept a return of the product.
There can be instances where a product might have a minor issue that has occurred during the manufacturing process that is easily repaired and therefore not considered a fault. Minor issues include, but are not limited to:
- Small sections of fabric with missed stitching.
- Loose threads that can be trimmed or fed back through to the inside of the product.
- Loose buttons that can be restitched.
- Raw fabric edges that display slight fraying or small fabric runs.
- Slightly misaligned zips that don’t match seam lines.
- Small embellishments that have fallen off, that can be glued back on.
- Wigs that require additional styling to look like the product photos. (Wigs will not look picture perfect straight out of the packaging).
If you would like to visit the warehouse in Oakleigh VIC we will happily fix these small issues for you.
If for any reason you are not happy, simply return your item/s to us within 14 days, unused and unworn and in the original undamaged packaging and we will refund your money, no questions asked. If you would like to discuss your return prior to sending it back, please contact us either by email firstname.lastname@example.org, au or by telephone on 03 95336393.
In addition to special order, we are unable to offer refunds 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 -Contact Lenses -Ex-hire costumes -Any item that has been worn or altered
We also will not accept return of products with any make-up marks, fake tan marks or other forms of body make-up transferred onto the product. This includes products which have been tainted by body odours, body lotions, fragrances, deodorants or perfumes. To be on the safe side, we recommend all make-up products be removed from your person before trying items on.
Please note that we do not refund shipping costs or the cost to return an item to us. You can email us for a return shipping label and the cost will be deducted from your return.
All refunds are made back to the payment method used to pay for the order in the first place. If you paid by credit card, we do not need your details again as we will return your payment to your credit card directly through our payment gateway. Paypal payments are returned to you directly via Paypal and we do not need any additional details from you.
How to return:
- Package your item/s back into the packaging they arrived in, including any product tags and cardboard picture inserts
- Re-use your original shipping satchel or box if possible for shipping or use any suitable packaging for shipping
- Place your invoice inside your return parcel
- Go to your shipping service of choice and lodge your parcel to the wareshouse address (please keep your tracking number once your parcel is lodged)
- Or contact us for a return shipping label by email and we can deduct the shipping costs from your refund. We will then send you the label for printing with instructions.
Posting Your Return Parcel
Customers are responsible for any charges incurred when returning items/orders.
We do not recommend marking any parcels with ‘Return to Sender’. Although this may seem like an easy option, the delivery time for ‘Return to Sender’ parcels can be up to 6 weeks and incurs a shipping of $12.99 which would be deducted from any refund. This will significantly delay the processing of any refund or exchange.
Please package your return parcels properly and in a way that they won’t get damaged. If your return parcel gets damaged in transit due to being incorrectly packaged, we may not be able to refund you.
Upon receiving your item/s, If you think you may be returning the costume do not throw away any product packaging. This includes any outer packaging ie. plastic sleeves, covers etc plus anything else that forms a part of identifying the item such as tags and card inserts.
All the packaging forms part of the product as a whole, as it has been sold to you. If a product is returned without a piece of packaging, it means the item (as it’s intended purpose) is incomplete. The packaging is extremely important as it is used in our warehouse to identify the products. Without the packaging we cannot store the product in the warehouse, nor can we re-sell it as a genuine product.
If returning any products for refund or exchange – ALL packaging MUST be included in your return, in an undamaged, original condition.
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.
Due to Australian law, we are not able to issue refunds in any other way.