Delivery & Returns

General Return Procedure

  • You may return new, unopened items, you must contact us within 48hrs of receiving your items. Please contact us via phone or email 
  • Alternatively, you can come into our Ipswich store. You are welcome to come in person and discuss the issue.
  • You have 14 days from the time of receiving your item(s)and contacting us to return them for a refund or exchange. If you ordered the item(s) 
  • We are happy to process this as either a refund or exchange (see exemptions for products that cannot be returned)
  • Please provide a receipt or proof of purchase when returning an item. This is important as we will need to find your order in our system to process the refund.
  • Make sure your items are unused, unwashed and in the original packaging. Returns will be processed when the original item is returned to us and has been quality checked
  • 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.
  • Your refund will be processed via the same payment method or card used for the original purchase and we will send confirmation of the status of the return shortly after it has been processed (please ensure your contact details are correct)
  • Most refunds are completed in 1-2 business days after they have been processed but can take up to 7 business days depending on your bank or credit card issuer
  • Shipping and handling charges are not refunded as part of the return (unless the product is deemed as faulty)
  • If you are returning a product via post, please send us the tracking details via email

REASONS FOR RETURNS/REFUND

  • 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.

Please Note: Refunds, Exchanges are for the cost of the goods only, and does not include postage charges.

We will not refund or exchange if:

  • You just simply changed your mind and no longer want it. (as per consumer law)
  • Australia Post or Couriers took longer to deliver than our estimated times. We do not guarantee delivery times.

Exclusions

We cannot accept returns for:

  • Items that have been damaged when trying on (including makeup stains)
  • Items that have been altered in any way
  • Items where the blister pack has been opened
  • Clearance and Sale items

Due to health and safety reason, the following items cannot be returned unless in sealed, unopened packaging and have not been tried:

  • Wigs
  • Facial Hair
  • Contact Lenses
  • Hosiery or Underwear
  • Inflatable Items
  • Pierced Earrings
  • Makeup & Eyelashes
  • Masks & Prosthetics
  • Fangs & Novelty Teeth
  • Tattoos

Exchanges

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.

Hire Conditions

Please be aware that cancellation of booked costumes will incur a $20 cancellation fee.

As hired costumes and accessories will be required to be cleaned, regardless of whether it was worn or not, all costume hires are final once the costume has been collected.

All hire costumes and accessories are cleaned at the store, however, if the costume is missing items, heavily soiled or damaged then replacement/cleaning/repair costs will be applied. In some cases, this may exceed the quoted bond amount.

Shipping

All items are shipped Australia wide with Australia Post.

  • Freight charges paid are not refundable unless there was an error on our part.
  • Delivery time frames depend on where the customer lives and is calculated from the time the order is shipped, not from the time the order was placed.
  • Please note: Time frames are not guaranteed as once parcels are with Australia Post it’s out of our hands. We do not refund due to delayed shipping.
  • Heavy/Large items, such as hats or bigger costumes, incur higher shipping rates. If your cart contains a Heavy/Large product, these rates will automatically be applied.
  • During busy periods (e.g. halloween) delivery may take longer.
  • Some orders may be split into separate packages if they are sent from different locations(warehouses). We will endeavour to get all tracking details to you as soon as we receive them.
  • The cut off for orders to be dispatched same day is 1:00pm.

Click and Collect in store items only

Simply place your order online and select Click & Collect. You will receive an email confirming your order is ready to collect. When you receive this confirmation, you may come into the store at your earliest convenience to collect the order.

Standard Delivery

AUSTRALIA WIDE$19.50
3-7 business days (may take longer for regional areas)

Express Delivery

AUSTRALIA WIDE$15.50
2-5 business days (may take longer in regional areas)

Large Parcels

STANDARD$19.50
3-7business days (may take longer for regional areas)
EXPRESS$25.50
2-5 business days (may take longer for regional areas)