Customer Services

Delivery Information

Express Delivery - we send our express delivery items by Australia Express Parcel, which is generally delivered in 1-3 working days from the date of dispatch. All orders placed before 3pm are dispatched the same day. Please note that this is not a guaranteed delivery period, it depend on Australia post service. All parcels can be tracked within 24 hours from the time they are posted. Visit http://www.auspost.com.au/track to track your order. Alternatively, contact Australia Post on 13 13 18 and quote your Express Post tracking number to speak to a customer service representative about your parcel.

International Delivery - We send our international packages by Australia International Registered or Express Parcel. This service may require a signature on receipt. All items are tracked until they leave the AU – and in some cases on arrival in the destination country. When the item reaches its destination country it is handed over to the local postal service for delivery through their regular registered service. A signature may be taken at the delivery address which means the item is not left unattended or posted through a letter box. If no-one is available to sign for the item, then it will be retained by the postal administration for a subsequent delivery attempt or collection by the address.

We aim to dispatch all orders placed before 4pm on the same day. If it is likely to take longer then we will let you know, although this is uncommon. All orders require a signature on receipt.

We endeavour to keep adequate stock of all items listed on our website, however in the event of an item being out of stock you are entitled to choose either to wait until it arrives back in stock, or to cancel your order. If an item you order should be out of stock we will advise you as soon as possible.

All payments must be received and authorized before shipment.

Packaging

Most items are sent to you in the plain white packaging. Please rest assured that we always package our items securely and safely.

Ordering Online

Ordering Online with us is safe and secure.

We employ a method of interaction with our visitors that does not compromise credit card information. This online system is 100% secure.

We encourage you to feel comfortable using your credit or debit card to conduct commerce on our site.

Return / Refund Policy

Returns are accepted within 7 days of purchase. Garments must be unworn and in their original condition. We offer refunds without the express postage we have paid. We will refund using the method of payment that was used to purchase the item once we have received the item. Please allow several days for the refund to appear on your statement. Please Contact Us and complete our Return Authorization Form and send with the item back to us.

We accept exchanges within 7 days of purchase provided the garments are unworn and returned in their original condition. Customer will be requested $8.5 express postage (within Australia) for resending the item. We will post the replacement item once the original has been received at our end.  Please Contact Us and complete our Exchange Authorization Form and send with the item back to us.

We aim to respond within 24 hours. We will respond as soon as we can. We do not accept unauthorized returns.

The item is your responsibility until it reaches us. For your own protection, we recommend that you request proof of posting when returning the item, or you may wish to select a delivery method that insures you for the value of goods that you are returning. We cannot be held responsible for returns that are lost in transit.

International Customers - If you are returning an item to us for a refund or an exchange then the cost of returning the item to us is your responsibility.

All products to be returned must be carefully repackaged with their original packing and be in an unworn condition. We will not refund goods that have been worn, do not have their original packaging or show obvious signs of abuse.

Late and Lost Deliveries

If your delivery has been delayed, then please contact us and we will provide you with the tracking number to enable you to chase it up with the Australia Post. Quite often, a delivery attempt has been made but a card has not been left. Any order discrepancies relating to missing/lost items must be reported to us by email with your order.

We can't resend orders until they are classed as lost. In this situation you might want to place an second order for the goods. Then, if the first order arrived/was classed as lost we can refund you for it once the time period above has elapsed or the goods have been returned back to us.

International delivery - When items are sent to another country, your parcel is often handled by more than one postal service. When we send a parcel abroad, the actual delivery of the item will be the responsibility of the postal service in the country the items are going to. Delays can often be caused by customs checks, which can sometimes take up to 1-2 weeks.

Items not received but tracked as being delivered - This frequently happens when items are delivered to places of work. In some cases, your item might have been delivered to a post room or colleague within your company and someone else will have signed for it. In these cases, you can request a proof of delivery certificate from the Australia Post (www.aupost.com.au) by filling in a signature request form. Please note that cannot refund or replace items that are tracked as being delivered. For this reason, we always recommend that you get items delivered to a secure address.

Costumes in Australia cannot be held responsible for goods that are lost or delayed in transit.

Delivery of goods to an incorrect but deliverable address as provided by the customer is the responsibility of the purchaser. Delivery to a non-existent address is also the responsibility of the purchaser. Refunds will not be processed for lost or delivered goods when an incorrect address has been provided. Please always check your details are correct before placing an order.

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