How Do I Initiate The Return Of An Order?

Log into your account.  Under "My Account" on the right hand side and click on orders.  You will see a list of orders you have made.  You will also see a link  "Registration of the return".  Click on this and follow the instructions.   If the order is returnable (i.e. the order was received less than 7 days ago) we will start the return process. As soon as we receive the costume, we will  issue a credit for the costume.   All requests will receive an email confirmation. If you do not receive an email confirmation, it's likely the security on your computer is blocking our email. Please put the address you request the return on in your email address book.

How Do I Then Return My Order?

Return must be received within 7 days of the delivery to you. A Prepaid return label will be included in your parcel.  Please use this to return your item.  This is a track and trace ticket.  Once your return is packaged, either drop off at your nearest Postshop, or call 0800 COURIER to organise a pick up.  If you choose not to use this option to return your parcel, we cannot accept responsibility if the parcel does not reach us. We will however, process your return if and when the parcel is found.

How long does it take to process a return?

Returns are generally processed within a week of us receiving the product. During the Halloween and Christmas season (October to the end of December) this process may take longer.

Please ensure that you have read and understood our delivery times.  For your reference please follow the link:

http://www.thecostumeshop.co.nz/delivery-times.html

Returns Policy

Can I Return My Order if it does not fit?

Costumes YES! (Excluding supreme costumes). These must be returned within 7 days from you receiving them.  We will issue a store credit to be used when needed.  If you need to swap, you will need to go into the website and order another, to ensure that you receive your costume and it does not become out of stock.

Wigs, make up,  undergarments, stockings, pet costumes, party supplies, decorations & props NO! We have been forced to stop taking returns on childrens costumes (unless they are being returned because they are the wrong size of course!), as too many parents were taking advantage of our goodwill by returning ripped, torn and broken costumes, claiming that the costume was faulty. We now unpack every costume before sending to ensure that it is in perfect condition before it reaches you. If the costume does not fit, by all means send it back. Credits are for the cost of the merchandise only and do NOT include postage and handling charges. Any return received with missing items or without the original packaging will not be credited, nor will costumes, where stockings have been tried on.  There is a minimum 15% restocking fee, if more than 5 of one item is ordered and then returned. Why 7 days? Due to the often one-time wear nature of some costumes, many costume companies will not let you return costumes at all. We allow a full 7 days for you to try on the costume and check that you have made the right choice.  You MUST register your return by logging into our website, so that we have a record of your return being initiated. Failure to do this will result in your 7 day return period not being recognised.  

My Costume Is Different From The Picture, Why?

Please note: costume styles are subject to change without notice, due to the manufacturers production. These changes, no matter how slight, are beyond our control. We apologise for any inconvenience this may cause. The manufacturers do not always notify us of these variations. We will reflect any changes to the costumes in the website descriptions and images as soon as we become aware of them.

I Need a Different Size, What Should I Do?

If you need a different size, you must place a new order for the needed replacement size(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). All appropriate policies apply to all returned items. Credits are for the cost of the merchandise only, not including postage and handling.

What Items Are Not Returnable?

The following items are NEVER returnable: Special Ordered Items, supreme costumes, all Mascots, wigs, make up,  pet costumes, party supplies, decorations & props,  Any item that has been worn, used, washed or altered.  Costumes smelling of perfume will not be accepted.  Any costumes where stockings have been tried on.   We recommend not washing your costume.  Dry clean if necessary.  There is a minimum 15% restocking fee, if more than 5 of one item is ordered and subsequently returned. If you have any questions about the guidelines for a specific product, please contact Customer Care. Please Note: None of these terms and conditions affects your statutory rights as a consumer under the New Zealand Consumer Guarantees Act.

If I pay extra for shipping will I get my order faster

No.   We do not carry all stock, but have it flown in from our main store twice a week in our quiet periods, and 3-4 times per week in the busier periods.   This way we are able to keep our prices fair.  We have been operating this way for two years and have ironed out all creases in this system.    

Q.  My order has arrived late.  Can I get a refund?

A.  No, but we are more than happy to issue a store credit, that will not expire, thus allowing you to purchase without pressure.

Q.  If I put a note in with this order asking that it be delivered urgently, will I get it any faster?

A.  No.  Unless it is in the urgent tab (see below) it is not possible to get it to you any faster.  Only the packers see these notes.

During busy periods, such as Halloween, Christmas and the Rugby Sevens, the delivery times are reduced.   You can go to the “URGENT” section for goods that can be released immediately.

FAILURE TO LODGE A RETURN WITHIN THE CORRECT TIME PERIOD WILL RESULT IN YOUR RETURN NOT BEING RECOGNISED.