Customer Support
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Returns & Replacements


Extended Christmas Returns Period

Contact us by Friday 13th January and we will happily exchange your item/s.

Please note that we cannot guarantee that the item you wish to exchange your purchase for will be available.

We will also honour the extended returns period for refunds, however all other conditions set out below will still apply.

Warranty Period

Standard warranty period is 30 days for faulty product.

We will happily provide a replacement item or a refund if the item you have received is faulty and you notify us within the above timeframe.

Replacements are not given for damaged packaging, we can only replace goods that are faulty on arrival.

Please notify us as soon as possible if you believe there is an issue, so we can resolve it for you! If you have any concerns, please contact us on (03) 9988 1137 during Australia Eastern Standard Time business hours.

Most costumes are not designed for everyday wear or hire-store use. Damage due to over-use, rough treatment or general wear and tear are not covered by warranty.

Incorrect Item Sent

If you have received an incorrect item please contact us within 48 hours of receipt to organise delivery of the correct item.

  • We will despatch the correct item to you upon notification of the error.
  • We will organise the return of the incorrect item to us.

Incorrect Size Ordered

We offer exchange or store credit for incorrect size purchased. (Please note some items cannot be returned, see Exclusions for details.)

If an item you ordered does not fit, we will happily exchange it for the correct size or a replacement costume of your choice - subject to a few conditions:

  • You must request your exchange within 7 days of receiving the item, and it must be returned to us within 14 days.
  • Postage costs associated with the return of goods for exchange are the responsibility of the customer.  Items returned to us via C.O.D. will not be accepted and will be returned to you at your cost.
  • Any difference in price for exchange to an alternative costume must be paid by the customer in full upon request to exchange.
  • The replacement item will not be shipped until your return item has been received and processed by our Returns Department.
  • Goods must be returned unused, in the original packaging and in original saleable condition. 

In the case of exchange for a different size or product, we will ship the replacement item to you free of charge for the first exchange only. Any subsequent exchanges will incur a shipping charge of $9.95.

Please note that we can not guarantee that the item you wish to exchange your purchase for will be available.

Unwanted Items

We offer exchange or store credit for change of mind. (Please note some items cannot be returned, see Exclusions for details.)

If you decide that you do not the want item that you purchased, then you may return it subject to a few conditions:

  • You must request your return within 7 days of receiving the item, and it must be returned to us within 14 days.
  • Postage costs associated with the return of unwanted goods are the responsibility of the customer. Items returned to us via C.O.D. will not be accepted and will be returned to you at your cost.
  • Goods must be returned unused, in the original packaging and in original saleable condition. Blister packs must be unopened.Store credit is not available until the return has been received and processed by our Returns Department.

We offer a store credit for the full amount paid for the unwanted items. If a refund is requested a $15 restocking fee will be charged. Where the value of an item is less than $30, a 20% restocking fee will be retained.

Please note original shipping costs are not refundable.

If any item is not returned in original condition, or with any part of the packaging missing no exchange or refund will be possible. This includes items that have had shipping labels attached directly to the product packaging, or items squashed into inappropriately sized packaging.

 

Exclusions

We cannot accept returns for

  • Bulk orders that we have specially ordered in from our suppliers at your request.
  • Items that have been damaged by makeup when trying on - please remove your makeup first!
  • Items that have been altered in any way.
  • Pet Costumes

 

Due to Australian Health Regulations we do not accept returns for the following items unless faulty, so please choose your product carefully!

  • Underwear
  • Hosiery

 

The following items cannot be returned unless in sealed, unopened packaging and it has not been tried:

  • Wigs, Beards or Moustaches.
  • Pierced Earrings.
  • Makeup.
  • Eyelashes.
  • Fangs or Novelty Teeth.
  • Prosthetics or Tattoos.
  • Pet Costumes

 

How do I return at item?

  • Log in to your account
  • Click on 'Product Returns' in your customer menu.
  • Click on 'Request a new product return' and follow the prompts.

 

Don't have an account? Contact Us via email or call us on (03) 9988 1137 to request a Returns Authorisation.

Returning items purchased with Afterpay?

Contact us to request a Returns Authorisation as per our regular Returns Policy stated above.

Once we receive and accept your return, we will notify Afterpay.

If you are returning your full order, all future payments for your order will be cancelled. Any payments already made will be refunded directly by Afterpay. 

If you are returning only part of your order, please note that refund amounts are taken off the last payment/s first. If at least one payment has been made in relation to this purchase, and the refunded amount is greater than the amount outstanding, the difference between these amounts will be refunded to the credit/debit card that you used to place the order. 

For example, let’s say you made a $400 purchase using Afterpay (i.e. 4 instalments of $100 each) and wish to return items worth $250. Once the return has been approved, Afterpay will cancel your 3rd and 4th instalments of $100, and amend your 2nd instalment to $50. Your new payment schedule would become 2 payments (instead of 4) of $100 & $50. If you had already made 2 payments of $100 each, a refund of $50 would be applied to your card and the remaining 2 payments would be cancelled. 

You can log in to your Afterpay account at any time to view your updated payment schedule. 

Please note, you will be liable for all payment amounts until Afterpay receives confirmation from us that a return has been accepted.

Afterpay will send you an email confirmation when they have processed the refund. It may take up to 48 hours for your bank to process the funds back to your credit card.

As with all returns, refunds are for the items returned only. Restocking fees apply for unwanted items as listed in our Returns Policy above. Original shipping charges are not refundable. It is at your cost to return unwanted goods to us.