Restock Fees
Item(s) returned for a refund will incur an 18% restocking fee.
Discontinued Items
Unfortunately, discontinued items can’t be returned. We always let you know during checkout if any of your purchases are ineligible for return.
Incorrect Addresses and Undeliverable Packages
Packages that are shipped to an incorrect address provided by the customer during the order process may be subject to an additional £10 or €13 charge if the address must be changed by the courier to be deliverable.
Orders within the United States that have been deemed undeliverable by the courier can be subject to a £10 or €13 charge which is the customer's responsibility. International orders can be subject to return shipping costs that will be deemed by the courier based on package location and size and will be the customer's responsibility. Undeliverable orders include but are not limited to: orders for which the customer provided an incomplete or incorrect address; instances in which the customer is not available for delivery; orders for which the customer fails to provide a P.O. Box or full physical address; and instances where the order is refused by the customer.
Order Issues
If there is a problem with your order, contact customer service within 14 days of the original order date. While we do everything we can to ensure that you receive the product(s) you ordered in the condition you expect, there are unpredictable variables in every shipment. We will do our best to ensure that the issue is resolved to your satisfaction, and replacement items will be shipped using the same method as the original order. As always, if you have questions please reach out via phone or through our live chat on the website.
Shoe Returns
All shoes must be unmarked (without scuffs), unworn and in new condition. We recommend trying your shoes on in a carpeted area to avoid making them ineligible for a return.
Sizing Issues
If you are returning an item because of a size issue, please make sure you check the costume itself and not rely on the label on the outside packaging. It is not unusual for a manufacturer to use the same labeling or packaging for all costume sizes. In addition, it is possible that the size of the costume is CORRECT while the package labeling is incorrect.
PLEASE NOTE: Costume styles (colors, fabrics, etc.) are subject to change without notice due to manufacturer changes. These changes, no matter how slight, are beyond our control. We do our best to catch these issues before they arise, but the manufacturers rarely notify us of these changes. 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 understanding.
Processing Times
Returns are typically processed within 2 weeks of receiving the item. During the Halloween season, however, (September through December) the processing time may take up to 4 weeks.
Shipment Issues
If the address provided by the customer at checkout is not current and the shipment has been delivered, we are not responsible for providing a reshipment or a refund. If the shipment is verified as delivered by our courier we are not responsible if the package is believed to have been stolen.
