Refunds and Exchanges Information
How do I know whether I am eligible for a refund or exchange?
In most cases you will be eligible for an exchange or refund of your order. Please see the list below of when you are NOT eligible.
We do not give refunds/exchanges for:
– Products that have been used, worn or altered.
They MUST be in original condition; unworn (except for being tried on) and in original undamaged packaging. They must not be altered or used.
- Socks and stocking
- Wigs, beards, facial hair
- Prosthetics, fangs or any fake teeth
- Postage charges
- Change of mind.
Where refunds/exchanges are unavailable:
- Orders that have not been sent back to us after 7 days of contacting us and having us confirm your eligibility for exchange/return
- Any returns/exchanges received with missing, damaged, used or altered items and/or packaging
- Sale items
Please note: if you are returning an item, we recommend to use registered post. We are not liable for any items that are lost in transit, and cannot process a refund/exchange until we are in possession of the item.
What do I do if I need a different size?
If you need a different size or costume, you must contact us within 7 days of receiving your order to initiate an exchange. You must place and pay for a new order for the needed replacement item(s) immediately, and return the item(s) you have already received. This is necessary as the desired item may be out of stock by the time we receive your return, and it will ensure the fastest delivery of your replacement item(s). Your order for exchange must be sent back via Australia Post Registered Post within 7 days of you having received it. When we receive your Order back we will credit you the cost of the original merchandise. All appropriate policies apply to all exchanged items. Exchanges are for the value of the merchandise only, not including postage and handling.
Orders with which a request for exchange/return is not received within 7 days of delivery of the goods. You must also have your Return/Exchange ID issued and post your order back within 7 days of the order being delivered to you.
If you receive a product that you believe is not what was expected we will replace the item or refund your money at our discretion. It will be your responsibility to mail the item back to our postal address in its original undamaged condition.
Our policies comply with the Australian Guidelines for Electronic Commerce 2006 by the Office of Fair Trading & Consumer Affairs Business Practice Rules.