Thank you for ordering from Costume Direct, we hope that you are happy with your purchase. If for some reason you are not satisfied we will do our best to help you, in fact we pride ourselves in our Hassle Free Return Policy. Most items may be exchanged or returned for a refund provided you follow the correct procedure. Return postage and the cost of posting the replacement to you are your responsibility.
Due to the nature of costume purchases, many costume companies will not let you exchange or return costumes at all. We allow 7 days from the date of delivery for you to try on the costume and check the fit. If for any reason you decide you would like to refund or exchange you must contact us within this period to initiate an exchange or return. An exchange will only be approved or a return credited if the costume is unworn (except for being tried on for fit!). For more conditions under which an exchange or refund will NOT be granted, click here.
Please note: Refunds will be for the cost of the goods only and do NOT include any postage and handling charges. Correct exchange/refund proceedure (as outlined bellow) must be followed.
The Costume/Products I received do not match the picture. Why?
The exact appearance of a costume or product may change without notice, due to the manufacturer's production. These changes are beyond our control. We apologise for any inconvenience caused as a result. We will reflect any changes to the costumes in the website descriptions and images as soon as we become aware of them. You may exchange or return your item/s for a refund. Thank you for your understanding.
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.
How do I know whether I am eligible for a refund or exchange?
Our Hassle Free Returns Policy means in most cases you will be eligible for exchange or refund of your order. Please see the below list 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 packaging. They must not be altered or used.
- Hair Sprays, cosmetics
- Underwear or undergarments
- Socks and stockings
- Eyelashes
- Wigs, beards, facial hair (unless returned in sealed, unopened packaging)
- Prosthetics, fangs or any fake teeth (unless returned in sealed, unopened packaging)
- Special Orders - Mascot costumes (Products that start with OCE in the Product Code)
- Postage charges
- 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,
- Orders not sent back via Registered Post.
- Orders that have not been sent back to us after 7 days of contacting us and having us confirm your eligiblity for exchange/return.
- Any returns/exchanges we receive with missing items.
Sales Items:
- Sales items are not returnable or exchangeable. All sales merchandise is sold as is.
I would like to exchange a product. How do I do it?
Please contact us by email within 7 days of the delivery date of your order to confirm your eligibility for exchange and organise the exchange of your item(s). Our email address is sales@costumedirect.com.au
When sending an email please provide the following information:
• Your name
• Your telephone number
• Your order number
• A brief description of the problem and what you would like to exchange your costume for.
Alternatively you can contact us by phone on 02 9487 3333 to arrange an exchange. Please make sure you have the above details ready when you call, and an e-mail address we can e-mail your Exchange ID to. All orders approved for Exchange will be issued an Exchange ID and receive e-mail confirmation.
How do I return and exchange my item(s)?
Once you have contacted us by either email or phone we issue you with a Exchange ID number via email confirmation. You should quote this EXCHANGE ID number when returning your product. You need to write our address clearly on the package. Please also make sure the Exchange ID number is clearly written on the outside of the package to enable us to process quickly and efficiently.
Please note: Exchanges are only to be sent after receiving an Exchange ID from us. They must be sent via Australia Post Registered Post within 7 days of you receiving the order from us. If you do not send your order via this method we can not be responsible if we do not receive it.
You will need to pay the return postage and for the postage for the replacement costume.
Please follow correct exchange procedure (outlined here) or we will be unable to process your request for exchange.
Please contact us by phone if you need to: 0430 088 768 or (02) 9487 3333 (the latter of these numbers will put you through to All Costumes Great and Small, who are able to answer your questions too).
- Upon receiving confirmation you are eligible for exchange and recieving an Exchange ID, proceed with following:
- Place and pay for a new order with Costume Direct for the items you would like to exchange your product(s) for. This ensures fastest delivery time possible. We will send this the same day we receive it (provided it is a business day and the order is placed before 2PM EST)
- Send merchandise for exchange to us by Australia Post Registered Post.
- When we receive the original order and find that it complies with the conditions we have set, we will credit you the cost of the original merchandise.
How long will it take for my exchange to be processed?
Typically, exchanges are processed and sent off within 1 business day of us receiving the merchandise back.
What if the item I would like to exchange my order for is not as expensive?
Items can be exchanged for products up to equal value. We are able to refund you for the difference.
Our 'Hassle Free Return Policy' means in most circumstances you are eligible to return your order for a refund. Click to see the list of when you are NOT eligible.
How do I organise a return for a refund ?
Please contact us by phone or email within 7 days of the delivery date to organise the return of your item(s). Our email address is sales@costumedirect.com.au
When sending an email please provide the following information:
• Your name
• Your telephone number
• Your order number
• A brief description of the reason you are requesting to return your order.
Alternatively you can contact us by phone on 02 9487 3333 to arrange a return. Please make sure you have the above details ready when you call. All orders approved for Return and Refund will be issued an Return ID and receive e-mail confirmation.
How do I return my item(s)?
Once you have contacted us by email we issue you with a Return ID number via email confirmation. You should quote this RETURN ID number when returning your product. You need to write our address clearly on the package. Please also make sure the Return ID number is clearly written on the outside of the package to enable us to process quickly and efficiently.
Please note: Returns Exchanges must be sent via Australia Post Registered Post within 7 days of you receiving the order from us. If you do not send your order via this method we can not be responsible if we do not receive it.
Refunds are for the cost of merchandise only and do not include posting and handling.
You will need to pay to post the costume back to us.
Please follow correct Return procedure (outlined here) or we will be unable to process your request for return.
Please contact us by phone if you need to: 0430 088 768 or (02) 9487 3333 (the latter of these numbers will put you through to All Costumes Great and Small, who are able to answer your questions too).
- Upon receiving confirmation you are eligible for Return and recieving a Return ID, proceed with following:
- Send merchandise for exchange to us by Australia Post Registered Post.
- When we receive the original order and find that it complies with the conditions we have set, we will credit you the cost of the original merchandise.
Important Information:
You must send your return via Australia Post’s Registered Post. Otherwise, if we do not receive the item, we are not able to refund or exchange the order.
Please double check you have included all products (and packaging) before sending them back to us.
There is a minimum 15% restocking fee if you order more than 5 of one item and then return them.
There can be no claims after 7 days from the date you received the goods. You must request exchange/refund, be issued your Exchange/Refund ID, and send your order back to us within 7 days of it being delivered to you.
I have more questions!
If there is anything else we can help you with, please contact us directly.
