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Returns

Returns (Simple): Need to return something? Simple!:
  • Write to us by email within 8 days of receiving your parcel and request a returns form. You will receive a returns form by email within 2 working days.
  • Print and complete the returns form, enclose it with your return, and send it back to us.
  • Refunds are processed within 2 working days of receipt of your return after the return has been checked.

Please see our full returns policy below, and in the email you receive once your order is shipped.

Requesting Returns: You have the right to return or cancel an order within 8 days of receipt. Please contact us in writing by replying to an order status email or using the online enquiry form. Please include your name and order number in your correspondence. We require that items are returned to us on cancellation. Customer service staff will send you a returns form by email, usually within 48 hours of receiving your written request. The returns form must be printed, completed and enclosed with your return to ensure your return is processed as quickly as possible on receipt. Returns forms are unique to your order and each form has a unique RNA code. A returns form can be used once only. Your order history will be updated on the day your returns form is sent. If you are having trouble receiving email or cannot print your returns form please contact us so that we can send you a form by post.
Sending Returns: Please note that you have a statutory duty of care to these items while they are in your possession, and in transit to us. We do not operate a free returns service or a collection service; you are responsible for the cost of returning goods to us. Please return the goods by post, you are welcome to recycle the packet the goods were posted in (if you have retained it) by turning the packet inside out, inserting the unwanted goods and securing the packet with tape. Please ensure your return parcel is adequately sealed and labelled, and your completed returns note is enclosed. Please retain proof of posting your return as we cannot be held responsible for returns that we have not received. We recommend sending your return to us by a registered delivery service. The sooner we receive your return, the sooner it will be processed.
Faulty or Incorrect Items: If you believe the item you have received may be faulty or you have received an incorrect item, please contact us as quickly as possible upon receipt of the goods and please do not try the item on. Please see the above paragraph for sending and requesting returns instructions. In the case of faulty or incorrect items, the refund will include your postage cost once the return is received by us and has been verified as faulty or incorrect. The cost of returning faulty or incorrect items to us will be reimbursed to you on receipt of your return. If we cannot verify that the item is faulty or incorrect on receipt of return we will contact you by email for more information. If we are still unable to verify that the item is faulty or incorrect after two working days and/or have not received a response from you, we will treat the return as a general return. If your incorrect or faulty item returned to us shows signs of continuous wear, without its original packaging, or with any tags and and/or labels removed we will treat it as an unacceptable return.
Refunds: We will refund most items provided they are not returned in an unacceptable condition (see unacceptable returns below). Some costumes include accessories such as wigs or stockings, if you want to try the costume on for size or suitability please do so without trying on the accessories that are included in the packet or removing any tags. An item tried on in this way can be returned for a refund. Refunds are usually processed within 48 hours of receiving your return. Please note that any postage/shipping costs will not be refunded if your order has already been delivered unless we have verified that you have received a faulty or incorrect item upon receipt of your return. Postage/shipping is a separate service that you have requested during the order process. This separate service is complete upon receipt of your order and cannot be refunded.
Exchanges: We do not offer an exchange service as some items sell out quickly. If you need a different size or a different item, please place a new order.
Unacceptable Returns: We only supply new, unused items to our customers. We will not accept any item returned to us that carries an odour (including body odour, smoke, perfume or deodorant), or is soiled, or any item returned with traces of animal hair, in a worn condition, showing signs of continuous wear, or any item that has been washed, or any item would present a health and safety risk to our staff. We will not accept returns where the packaging is not present or the labels have been removed, with no returns form included or where we cannot ascertain that it is the same original item that was dispatched. We cannot accept the return for hygiene reasons of any intimate lingerie, hosiery, underwear, swimwear, nylon or latex. Items which are custom made to your specific requirements are exempt from the right to return. If you return an item to us outside the terms of our returns policy, where the item/s are in a used or worn condition, without original labels and/or packaging, or where your duty of care towards the items has not been met, or if you return any intimate lingerie, hosiery, underwear, swimwear, nylon or latex, and/or if we cannot determine that the item you have returned to us is the same genuine branded item that you were originally sent (i.e if the packaging or labels are not present). These items will be sent back to you. If you send the item back to us again, or refuse to accept delivery, this will be deemed to be an irreversible instruction for us to dispose of the goods without further notice. Please note: Disposal will not constitute any admission on our part that we have failed in any way to honour our obligations to you in full and will not constitute any unlawful action against the goods.
This information, and returns and refund terms and conditions as stated on this website is included in all order update emails, you will receive at least one email as we process our order. If you have not received an email including cancellation, returns and refund information and have already received your order, please contact us and we will ensure an email containing this information is sent.
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