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Terms of Service

 

Terms of Service

Return policy

Refunds on merchandise will only be made where items are defective and can’t be replaced, subject to the rights conferred under the Consumer Guarantees Act 1993.

 

Retail Costume returns

1/ If you have ordered online, and received your costume but it does not fit, we will exchange it or give you a store credit. (Please refer below for costumes, which are not returnable) You must email or phone us within two (2) days of receiving the costume informing us the reason for your return, and if you would like it exchanged for another item. (The sooner you do this the better as the stock is based on first in first served basis and may be sold prior to your costume being received back in store). You must return the costume within five (5) days of receiving the costume. The costume you are returning must be unworn, in new condition and be in original packaging with no damage. You may choose your own shipping method to return your costume, however your method must include the ability to track your order. Once your package has been received by our store and inspected, your exchange will be sent or where applicable a credit note will be issued to you for the price of the costume only, within 7 days.  We will not be able to issue a store credit if you cannot verify receipt of the product return and/or did not inform us by email within the time frame.  All returns will receive an email confirmation.  If you do not receive an email confirmation, please check your computer is not blocking our email or contact us. 

 2/ All costs associated with shipping product returns are at the expense of the customer and are non-refundable.

3/Store credits are the cost of the merchandise only, not including postage and handling.

4/ Packages/orders,  ‘Returned to sender’ by the courier are subject to a $14 charge. ‘Return to Sender’ orders include but are not limited to: orders for which the customer provided an incomplete or incorrect address; instances in which the customer fails to provide a physical address or address can’t be located; and instances where the customer has refused the order.

 5/ The following costumes are NOT returnable: Special orders, sale costumes, discounted costumes, Halloween costumes, seasonal costumes (Inc. St Patrick’s, Oktoberfest, Halloween and Christmas). Any item that has been worn, used, washed, altered or damaged. Costumes smelling of perfume, have an odor, have makeup or tanning lotion on them, will not be accepted.  If costumes have stockings included and these have been removed from packaging and/or tried on, the costume will not be accepted.  There is a 20% surcharge fee for restocking if you return three (3) or more costumes from the same order.

  My Costume is different from the picture, Why?

Costume styles are subject to change without notice, due to the manufacturers production. These changes no matter how slight are beyond our control. We apologise for any inconvenience this may cause.  The manufacturers do not always notify us of these variations, so occasionally the image is slightly different to the costume. We will reflect any changes to the costumes in the website descriptions as soon as we become aware of them, however costumes will not be returnable due to a possible slight change.

 Defective Products

If you receive a product that you feel is defective please contact us within 2 days of receiving the order by email or phone. While we do everything within our power to ensure that you receive the product(s) your ordered in the condition that you expect, sometimes mistakes and accidents happen.   We will do our best to ensure that the issue is resolved to your satisfaction. Replacement items will be shipped using the same method as the original order. Refunds on retail purchases will only be made where items are defective and can’t be replaced, subject to the rights conferred under the Consumer Guarantees Act 1993.

 

All items are checked in store before sending to them to you, to ensure quality assurance. 

 

If you have any questions about the guidelines for a specific product, please contact us.

 

  

 

See Terms and Conditions of Hiring