Refund policy
The following criteria must be met in order to be eligible for a refund:
- Returns must be received by us within 30 days of the original order date.
- Item(s) returned for a refund will incur a 15% restocking fee.
- Item(s) must be new, unused and in their original packaging, along with all accessories.
- Item(s) must be accompanied by the original packing slip.
- Item(s) must be returned via a shipping method that includes tracking.
- All shipping costs must be pre-paid by the party returning the merchandise (i.e. the customer).
Incorrect Addresses and Undeliverable or Refused Packages: Packages that are shipped to an incorrect address provided by the customer during the order process and are undeliverable by the courier are subject to a 20% handling and restocking fee. 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; and instances where the order is refused by the customer.
The following items qualify for a return ONLY if they are in their original, unopened packaging - items will be rejected if they have been worn, used or altered in any way (if it goes on a pet, your face, feet, hair or intimate body areas and you took it out of the package - it's yours to keep):
- Undergarments and Lingerie items
- Socks, tights and stockings
- Shoe covers and boot tops
- Eyelashes
- Wigs, beards, facial hair or any other artificial hair
- Items in sealed blister packaging
- Makeup and cosmetic items
- Teeth and Fangs
- Prosthetics and facial appliances
- Any item used in the mouth
- Pet costumes
The following items are NEVER returnable:
- Special Ordered Items, Custom-made items, Wholesale Orders
- Close out or clearance sale items
- Any item that specifically states it cannot be returned in the product description or product information page
- Gift Cards or Store Credit
- Inflatables
- Rental Costumes
- Magic Tricks/Magic Books/Illusion Plans
Please note that refunds are issued for the price of the merchandise ONLY and only on the credit card account number used to make the original purchase. We will not refund shipping or handling charges in either direction. The only exception is in a situation where we made an error in fulfillment by shipping the wrong item.
You should expect to receive your refund within 2-3 weeks of us receiving the returned item(s). During the month of October, however, processing time may take an additional week to verify all return criteria have been met
To start a return, you can contact us at info.costumecity@gmail.com. Please note that returns will need to be sent to the following address: 16-578 Old Volcano Rd 2142 Keaau, HI 96749
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at info.costumecity@gmail.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info.costumecity@gmail.com.