We stand behind our goods and services and want you to be satisfied with them. We'll always do our best to take care of customers—our philosophy is to deal with you fairly and reasonably; we hope you will be fair and reasonable with us as well.
We want you to love what you ordered! To be eligible for a refund to the original form of payment, Items purchased with us must be returned within 10 days of delivery. This is how it works:
The following criteria must be met to be eligible for an exchange or refund
- Exchanges and returns must be postmarked within 10 days of the original order date.
- Item(s) must be new, unused and in their original packaging, along with all accessories. Check item restrictions below.
- Item(s) must be accompanied by a copy of the sales order.
- We recommend using a traceable shipping method with delivery confirmation.
- If a refund is denied based on the above criteria, a representative will call and/or return the item to you as soon as possible.
- For Halloween, see Final Sale Period below for certain restrictions
A NOTE ABOUT COSTUME STYLES: Costume styles [colors and fabrics] are subject to change without notice due to the manufacturer's production. These changes, no matter how slight, are sadly beyond our control. We do our best to catch these issues before they arise, however, the manufacturers do not always notify us of these variations. We take great care to reflect any changes in the website descriptions and images as soon as we become aware of them. If you notice any discrepancies before we do, please let us know so we can change our descriptions and photos to provide a better experience for all of our customers. We apologize for any inconvenience this may cause and we thank you for your understanding.
My items are in mint condition. What now?
Secure the items in the original packaging we sent you or your own packaging, along with the Sales order, and ship it using a traceable method of delivery at your cost to the following address:
- Oya Costumes Inc.
- 4710 St-Ambroise, Suite 119
- Montréal, QC H4C2C7
If you need to exchange the size or style of a single or multiple items, you can do it within 10 days of delivery of the original order. Look at the "return" Section above regarding item eligibility. The same applies for exchanges.
We will share the return shipping charge on the replacement order. If your new order is less than $89.95, the regular rate for Ground shipping is $10.95 which we’ll pay half of ($5.50). No need to contact us, we will add $5.50 to your refund. For new orders above $89.95, shipping fees will be waved.
To exchange an costume you have two options:
1 QUICK EXCHANGE
- Place a new order on our site with the sizes you need.
- Follow Return process and include the Sales order number of the replacement order you placed.
- This way we'll know to add our share of the shipping fees ($5.50) to your reimbursement to cover the shipping fees.
2 NO RUSH EXCHANGE
- Follow Return process and include written instructions for the exchange on the sales order. For example: “I would like to exchange the Batman Muscle Chest R883482-Small for the same costume in a Medium”.
- Your replacement costume will be shipped once we've processed your return. Please note that this may take several business days.
- You will be charged $5.50 for the reshipment to the credit card on file or through PayPal. Please Note that it is possible that the size you need may no longer be available by the time we process the return.
If you have received the wrong product or a defective item here's what you need to do:
- Please immediately send an email to firstname.lastname@example.org providing us with a description of the problem and a picture of the defective and/or damaged item.
- We will reply to you within one business day.
- We will replace defective items with an identical item (same design and size) and send it to you via the same shipping method as the original order.
- You need to contact us within 10 days of receiving your shipment to avail of our defect policy protection,