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Exchanges & Returns: How It Works

Exchanges
Buy New Item

Place a new order for the correct items (complete the entire checkout process).

Return Old Item

Follow the rest of the steps in returning your unwanted items using the Online Return Center.

Returns
Check Policy

Make sure the items you want to return or exchange meet our Return Policy requirements.

Print Slip

Print your return packing slip using our self-service Online Return Center.

Pack It Up

Your return should be packaged neatly including your return packing slip.

Ship It Back

Ship your return back to us with your own preferred shipping method.

Online Return Center

Whether making a return or exchange, our self-service Online Return Center makes the return process easy. See below for our full Return Policy.

 Start the
Return Process

Return Policy

The following criteria must be met in order to be eligible for a refund.

  1. Returns must be postmarked within 60 days of the original order date.
  2. Item(s) returned for a refund will incur a 18% restocking fee.
  3. Item(s) must be new, unused and in their original packaging, along with all accessories.
  4. Item(s) bought in 'used' condition are not eligible for returns.
  5. Item(s) must be accompanied by the packing slip generated from the return process noted above.
  6. Item(s) must be returned via a traceable shipping method with delivery confirmation.
  7. All shipping costs must be pre-paid by the party returning the merchandise (i.e. the customer).

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 that have been deemed undeliverable by the courier are subject to a £10 or €13 charge. 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.

Exchanges: Want to make an exchange? Just click the “Start the Return Process” button above and get your exchange started. Follow the steps and you’ll be on your way to getting your brand new item in no time.

Defective Items: If there is a problem with your order, contact customer service within 14 days of the original order date. While we do everything within our power to ensure that you receive the product(s) you ordered in the condition 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.

Return Restrictions

The following items are ONLY returnable if they are in their unopened, original packaging – these items must not have been worn, used or altered in any way:

  1. Undergarments
  2. Socks and stockings
  3. Shoe covers, boot tops, slippers or other similar footwear
  4. Eyelashes
  5. Wigs, beards, facial hair or any other artificial hair
  6. Cosmetics
  7. Teeth
  8. Prosthetic noses or chins
  9. Cigarette holders
  10. Items in factory sealed packages [e.g. blister packs]
  11. Pet costumes
  12. Contacts

Basically, if it goes on a furry friend or your face, feet, hair or derriere and you took it out of the package – we don’t want it back. That’s yours now. You keep that. Forever.

  • 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 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.
  • 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 2-4 weeks. We aren't sure why but we tend to get busy that time of year.
  • If a return is denied based on the above criteria, we will NOT automatically call and/or return the item to you. Items that are denied will be held for 30 days and are only returned if the customer authorizes us to charge their credit card for the applicable return shipping fees.