Returns Policy
RETURN POLICY
The following criteria must be met in order to be eligible for a refund.
- Returns must be postmarked within 30 days of the original order date.
- Item(s) returned for a refund will incur a 18% restocking fee.
- Item(s) must be new, unused and in their original packaging, along with all accessories.
- Item(s) must be accompanied by the packing slip generated from the return process noted above.
- Item(s) must be returned via a traceable shipping method with delivery confirmation.
- All shipping costs must be pre-paid by the party returning the merchandise (i.e. the customer).
- Returned items eligible for a refund will be refunded for the cost of the item returned only, minus the 18% restocking fee. We do not refund shipping costs.
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 $14 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 $14 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.
Defective Items: If there is a problem with your order, contact a customer care representative 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:
- Undergarments
- Socks and stockings
- Wigs, beards, facial hair or any other artificial hair
- Cosmetics
- Teeth
- Prosthetic noses or chins
- Masks of any material
- Items in factory sealed packages [e.g. blister packs]
- Pet costumes and accessories
Basically, if it goes on a pet or your face, feet, hair or bottom and you took it out of the package – we don’t want it back. That’s yours now. You keep that. Forever.
- Nearly all of our products are handmade, and uniquely one-of-a-kind. Unless specifically marked as such, each item is different, and thus we are not able to reproduce- but by request we can attempt to recreate as close as possible.
- 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 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 (September through November) may take up to 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.
- Damaged Goods: If you submitted a damage claim, you must retain the damaged item, packaging, and all contents until the claim is resolved. If we elect to perform a package inspection, you’ll be required to submit the item, packaging, and all contents. We will work with the shipping company and they may opt to inspect the damaged package to determine the cause of damage (in accordance with the shipping terms With our couriers). We may inspect the package at the shipper's or receiver's site, or collect the package for inspection at a UPS or other courier facility.
All communications of refund will be done through email or physical delivery address provided. Please ensure information submitted through our system is correct.
Shipping
We can ship to virtually any address in the world. Note that there are restrictions on some products, and some products cannot be shipped to international destinations.
When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Depending on the shipping provider you choose, shipping date estimates may appear on the shipping quotes page.
Please also note that the shipping rates for many items we sell are weight-based. The weight of any such item can be found on its detail page. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full pound.