Returns & Refunds
Return & Refund Policy on Purchased Items
We understand that buying costumes and accessories online is convenient but when you get them home they may not fit or suit you. We believe in our costumes, and try to stock only quality items. Our staff are always happy to advise and help you select the best products to suit your requirements.
If you need more information about sizing please email firstname.lastname@example.org or phone on (07) 3359 7000 and we will be happy to help.
1. You may return new, unopened items within 14 days of delivery for a full refund, store credit, or exchange less postage where:
- Goods are faulty on arrival.
- You have received the incorrect item.
- Goods are significantly not as described.
- We are unable to supply the goods you have paid for.
In these cases please contact us on (07) 3359 7000 or email email@example.com so we can rectify the problem. A refund will only be paid on receipt and inspection of the item returned being in good order.
2. We will provide a store credit or exchange if:
- The costume is not significantly as described.
- Goods purchased online (not in store) are not the correct size you need
Please Note: Refunds, Exchanges and Store Credits are for the cost of the goods only, and does not include postage charges.
3. We will not refund or exchange if:
- You just simply changed your mind and no longer want it. (as per consumer law)
If you need a different size, please place the order through our website immediately.
This is necessary as the item may be out of stock by the time we receive your item back and will ensure the fastest delivery of your replacement item(s).
Exchanges are for the cost of the merchandise only and does not cover additional postage and handling. This must be done within 14 days of you receiving the item.
Non Returnable Items
Due to hygiene the following items / products are non refundable or able to be returned; Wigs, Contact Lenses, Eye Lashes, Fake Hair Products, Makeup, Moustaches, Beards, Hosiery, Underwear, Masks.
- Please email us at firstname.lastname@example.org with your request for authorisation and for a Return ID Number.
- You will receive an email confirmation with the ID number.
- The Return ID number must be clearly written on the outside of the package with your address to enable us to process quickly and efficiently.
- All items must be securely packaged for a safe return, any items eg. hats not boxed, will not be refunded or exchanged.
- We will not refund or exchange any item damaged on return due to poor packaging.
- Please print or clearly handwrite our address and your mailing address on the package.
- We recommend that you use registered or trackable return postage as we cannot accept responsibility for items lost in transit back to us.
- We will notify you via email of your refund, store credit or exchange once we've received and processed the returned item within 48 hours.
- Please note: Goods must be returned to us at The Costume Company within 14 days of receiving your order.
Our Returns Address:The Costume Company
19 Kitchener Road,
Kedron Qld 4031
All parcels must have a Senders Full Name and Return Address.
All addresses must be clearly written as we can take no responsibility for lost returns.