Faulty Goods
Apologies if you have received an item that is damaged or faulty. Pls contact us on 0207 738 8352 we will advise you on the best way to return an item and issue you with a Returns Authorisation Code. FAULTY or DAMAGED GOODS have to be returned within 30 days. As soon as we receive it, we will either refund your card or replace the item as requested by you. Postage will be refunded for faulty items unless you request a replacement.
"No Quibbles" Guarantee
Our returns policy is simple! Our "no quibbles" guarantee means that if for any reason you are unhappy with your purchase, i.e. the item you have ordered is faulty, defective or you've don't like the item you must return it to us unused and in its original condition within 7 days for a prompt replacement, exchange or refund.
'Change of Heart' Returns
/ Refunds
You may return any purchase made over the web to us subject to the following:
- Items must be returned within 7 days of purchase
- Items must be unused and in a saleable condition to include all intact packaging
- Costumes must be returned in packaging / garment bag with header card
- Items such as wigs,make-up, hats, facial hair, tights or teeth cannot be returned for hygiene reasons
- *Special Order Items such as personalised masks where artwork is involved (if they are cancelled within one hour of order being placed we may be able to refund but you need to call us not rely on email) , and orders where a special order has been made for a bulk delivery cannot be returned/ refunded unless they are faulty
- Return items via recorded delivery (we cannot be held responsible for loss of package via Royal Mail)
Instructions for Returning Goods - Download RETURNS FORM
Please download the returns form and send this back with the package. Returns cannot be processed without this form. Pls note if the item you are returning is used, damaged, in any way or does not have all of its packaging or is incomplete (accessories missing) we will not be able to accept the item and we will return it to you.
- FAILED DELIVERY : Items returned to us via our courier due to failure of the customer to be available / customer did not collect / wrong address will be incurr a return courier charge (Yes sadly we have to pay also for the item to come back to us if the customer does not collect it or fails to sign for it after several attempts at delivery)
- SPECIAL REQUEST ORDERS - PLEASE NOTE IF YOU PLACED AN ORDER WHERE WE HAVE HAD TO PURCHASE ADDITIONAL STOCK- A SPECIAL REQUEST ORDER - IE BUYING IN MULTIPLES WE CANNOT REFUND THE ITEMS UNLESS THEY ARE FAULTY
Shipping costs: We do not refund shipping costs unless the fault lies with ourselves ie wrong item sent or damaged item.It is your responsibility to return items to us; we recommend recorded delivery or Royal Mail special delivery as we cannot be held responsible for loss or damage to goods whilst they are being returned. In the event that the item is damaged upon receipt we will deduct our cost price from the amt to be refunded.
Refunds will be made to the card that was used in the original purchase . A 12% restocking fee will be applied unless the fault lies with us.
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