Faulty or Damaged Item

If an item you receive from us is faulty or damaged, we will replace or refund it at our discretion, provided the following process is followed:

• Contact us through the live chat on our website within 48 hours of delivery (or collection, for Store Pickup orders) and before your event. In exceptional circumstances, such as being away when your parcel arrived, we can accept claims up to 7 days after delivery, provided your event has not yet taken place. Claims reported after this time, or after your event, cannot be accepted.
• If your parcel is left in a safe place or a parcel locker, the 48 hours start when you collect it, not when the carrier marks it as delivered.
• Upload photos in the chat showing the whole item, close-ups of the damage or fault, and the outer satchel or box with its shipping label. For anything that moves, lights up, makes sound, inflates or has a mechanism, a video showing the fault is also required.
• The item must not have been worn or used, other than for a quick try-on.
• Premium Service and Express Post orders: we will replace your item in time for your event if possible, or refund your purchase if we cannot fix the issue before your event.
• Standard Shipping orders: faulty or damaged items will be replaced.
• If we need the item back for review, we will issue a Refund Authorisation (RA) number and a pre-paid Australia Post return label. Please don't send anything back until you have received your RA number.
• Once the item has been received, inspected and approved, we will process the replacement or refund due within 10 days.

If the item does not meet the requirements above, we will not be able to issue a replacement or refund, and the cost of sending the item back to you will be at your expense.

Sometimes styles change slightly without notice due to changes in the manufacturer's production – for example, the placement of crystals on a handmade Venetian mask. These changes are beyond our control and manufacturers do not notify us when they occur. Slight colour variations in costumes are also not a fault, and will not be refunded or exchanged.

It Doesn't Fit. I've Changed My Mind. Event Cancelled.

Costumes don't look, feel or fit like everyday clothes. We do not exchange or refund if you've changed your mind, your event is cancelled, you're unwell, or the size you ordered doesn't fit – unless your order is covered by our Size Fit Guarantee below. This applies to all items purchased from us.

Size Fit Guarantee

Our Size Fit Guarantee applies to adult costumes only. If you completed our Size Scan and ordered the size it recommended, and the costume doesn't fit, we will exchange it for the correct size at our cost, including return postage, provided:

• the Size Scan was completed, and the recommended size ordered, before your order was dispatched; and
• the costume has not been worn, other than for a quick try-on, and is returned in its original condition and packaging.

The guarantee does not apply if you did not complete the Size Scan, or if you ordered a size other than the one it recommended. If you haven't scanned yet, contact us via live chat before your order is dispatched – we can change your order to your recommended size, which activates the guarantee.

The Size Scan does not take or store a photo. It scans the outer points of your shape to measure you and recommend your size for each costume.

Consumer Guarantees

Nothing in these terms excludes or limits your rights under the Australian Consumer Law.

Occasions when consumers aren't entitled to a repair, replacement or refund

Consumers are not entitled to a repair, replacement or refund under the Consumer Guarantees if:

• they got what they asked for but simply changed their mind, found the product cheaper somewhere else, or decided they didn't like the purchase or had no use for it;
• they ordered an incorrect size;
• the problem with the product was caused by the consumer misusing it;
• they knew of or were made aware of the problem with the product before they bought it (but they may be entitled to a repair, replacement or refund for a different problem with the product that wasn't made clear to them before they bought it).

Please see the ACCC for further details.

It's All About Hygiene

For hygiene reasons, we do not accept returns on the following items unless they have a manufacturer fault: teeth and fangs, eyelashes, wigs, moustaches, beards, makeup and any fake hair items, hosiery, underwear, contact lenses and masks.

Boxed wigs will not look exactly like the photographs on the packaging and may have slight colour variations. They need combing and styling to resemble the photographs, and this is not a fault.

Please note that in purchasing a wig, you agree to abide by these terms.

Order Cancelled Before Shipment (Except Store Pickups)

If you want to cancel your order before it is shipped, please contact us via live chat. A 3% payment processing fee applies: we are charged a non-refundable fee by the provider when processing your payment, so we will deduct this fee from any refund payable to you.

Order Cancelled After Dispatch (Before Delivery)

If you contact us via live chat after your order has been sent but before it is delivered, we may accept the return as an exception, subject to the following conditions:

• A 25% restocking fee applies, calculated on the purchase price of the item.
• A 3% payment processing fee also applies.
• The cost of returning the item is at your expense.
• The original postage/shipping charge is non-refundable.
• The item must remain unopened in its original packaging.

Once the item has been received and inspected to confirm it meets these conditions, the refund will be processed less the fees above. Please wait for our return instructions before sending anything back.

Store Pick-Ups

Please note that any Store Pick-ups not collected within 30 days of your nominated collection date will be forfeited, the item will be retained by us and no refund will apply.

Special Orders Just For You

We do not accept returns or exchanges on special orders we have specifically ordered in from our suppliers just for you. This includes any items marked as Pre-Orders. Our Delivery Guarantee does not apply to pre-order items. This clause Special Orders Just for You does not remove your rights under the Consumer Guarantees.

Price Guarantee

Our Price Guarantee applies to online orders only. Place your order on our website, then send us the competitor's details via live chat. If the competitor qualifies, we will beat their price by 5% and refund the difference between that price and our website price. To qualify, it must be the exact same item, stocked in Australia and available now, from an Australian based company.

Orders Out of Stock: All items shown on this website are subject to availability. If you purchase an item that becomes out of stock at the time your order is fulfilled, we will contact you as soon as possible and offer you these options:

a) Order alternative products

b) Dispatch the product when available

c) Receive a refund on the purchase price of the product.

Please be aware that buy now, pay later providers (Afterpay, Zip and Laybuy) are separate entities to us, and your instalment agreement with them will continue until we have processed your refund (if applicable). If an instalment is due before your refund is processed, we recommend keeping sufficient funds in your nominated account so the instalment can be deducted, to avoid any 'unavailable funds' fee. Any payments you make to the provider will still be refunded to you once your refund has been processed.