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
Clearance items are final sales and can't avail of our return policy. For hygiene purposes the following are also non-refundable and non-exchangeable items:
- Pet Costumes
- Wigs, Beards and Facial Hair
Items in the following conditions won’t be accepted:
- Shoes that have been worn, with scuff marks, or without box
- Items that smell of smoke, food, etc..
- Items that have tears, alterations, missing pieces
- Items that are not in the original packaging
GENERAL RETURN & EXCHANGE INFORMATION
TRYING ON A COSTUME: When trying on a costume, we strongly recommend you do not try the accessories enclosed. This will limit the chances of accidental damage and will ultimately facilitate the exchange or return of the costume.
SHOE RETURNS: Shoes must be unworn, and unmarked (Without scuffs or marks). Trying them on in a carpeted area will ensure they remain eligible for return. Shoe boxes are an important part of the product presentation and must be returned undamaged, without postal labels.
CLEARANCE ITEMS: Clearance items are Final Sale and cannot be returned or exchanged.
INCOMPLETE / STAINED COSTUMES/ITEMS: Any item that has been worn, used, altered, is missing pieces, or is without the original packaging will Not be refunded. Please, make sure you include All the pieces of the costume and the original packaging. Even if they were simply tried on for a few minutes, We cannot refund items with lipstick, makeup, food, or deodorant stains.
WAREHOUSE PICKUP RETURNS/EXCHANGES: The 10 day period begins the day the order is ready for pick up. If a return is requested when a customer comes to pick up the order we will issue it within 10 business days for the pick up day. For exchanges, please note that while we will exchange a costume’s size for you on site, we will not search the site for you to find a different style. If you wish to exchange the costume you ordered for a different style you will have to have the Item number and size ready for us when you come to pick it up.
INELIGIBLE ITEMS: If an item arrive to the warehouse but is not eligible for return or exchange based on the above criteria, the item will only be returned to the customer if they authorize us to charge their credit card for the applicable return fees. If no authorization is given to send it back, the item will be held for 30 days until it is disposed of.
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:
PROCESSING TIME: Returns are normally processed within 10 business days. Before following up on a return, please take into account the time your package takes to reach us . In the month of October, due to the large number of transactions, processing of returns may take few weeks longer. But all october returns will be processed by November 10.
Once we've processed your return, you will receive a confirmation email. Refunds are immediate on our part; however, however it might take around 5 to 7 business days for the credir card to reflect it on your statement.
CHARGES: 1 or 2 item(s) returned for a refund will incur a 10% handling charge; 3 or more items will incur a 15% handling charge. We only trefund he cost of the item(s) using the same payment method. If your initial order qualified for free shipping, but no longer does after the return, the shipping fees of $11.95 will be deducted from the reimbursement.
FINAL SALE PERIOD: All halloween orders requesting refund must be shipped back to us within 10 days of receipt and no later than October 24. Items shipped after October 24 are eligible for exchange or credit memo but not refund.
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 $11.95 which we’ll pay half of ($6.00). No need to contact us, we will add $6.00 to your refund. For new orders above $89.95, shipping fees will be waved.
To exchange an costume you have two options:
- 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.
- 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.
DEFECT OR ERROR
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.