All our items are sold brand new in packaging. We are happy to accept returns for most of the items we sell, if for some reason you are unhappy with your purchase. The exceptions to these rules are our cosplay items, the custom made shoes and any and all sales items. Shoes can be returned for store credit, unless they are sale items. We do not accept returns because the colour is not what you expected, all our photos are taken by us and therefore the colours are an accurate representation of the item.
We do not accept blind returns. If you wish to return an item to us, we require a phone call or an email to which we acknowledge the return. Any item returned to us without an email or phone call will not be processed as a return until we have contact from you, the buyer.
What do I need to include with my return?
When returning an item, we will instruct you on the documentation we require to trace your purchase. This normally consists of the method of payment, the date of payment and your name/eBay user name. Any additional information will be provided during our correspondence.
Items that are returned to us with the labels removed or marked are forfeit to the returns agreement. Items that are returned to us marked with make-up or smelling of perfume/deodorant or cigarette smoke are also forfeit to the returns agreement as the item has not been returned in the condition it was sold.
What if my item is damaged?
We never knowingly sell a damaged item and we do inspect our costumes to ensure only the highest quality items are sent to you. If an item is damaged, we must be provided with photographs with your return request. These photographs can be sent to firstname.lastname@example.org. If there is an issue with your custom made shoes, we require the photos in order to contact our supplier in order to organise an exchange or refund. This can take up to 5 days, during which the return grace period is waved.
When do I need to inform you of my return and when does it need returned?
If you are based within mainland UK, we must be contacted regarding returns within 7 days of the items purchase. The items must also be returned to us within a week of the agreed return in an unused condition with all labels attached and in its original packaging. Any items returned after the week grace period will be subject to 10% of the costume value being deducted on a week by week basis.
If you are based outside of the UK, we must be contacted regarding returns within 2 weeks of the item's purchase. The item must also be returned to us within 2 weeks of the agreed return. Any items returned after the 2 week grace period will be subject to 20% of the item value being deducted on a week by week basis.
What about the postage costs?
We do not refund postage costs unless the item has been delivered to the wrong address. Postage will also be refunded on our shoe items in the event that the item is faulty and agreed by the supplier, but only for the amount of postage originally paid. All other refunds will be for the costume value only. The cost of the return package is covered by the buyer.
When will my refund be issued?
We do not issue refunds until the item is returned. Once the item has been returned to our business address, the customer shall be refunded by the method of payment.
What's the address I send my return to?
Our return address is:
Fancy Dress Queen
12 Aberdeen Grove
You MUST contact us before Halloween if you wish to return/exchange a costume. Costumes purchased before Halloween and wanting to be returned after 30th October will only be offered an exchange/shop credit and must be returned to us on/before 30th October.
No refund is available for returns on all Halloween costumes after 30th October.
We accept exchanges on all items but you will be required to pay for postage costs to return the item and for us to send the new item.
All exchanges are sent via 1st class recorded delivery at a cost of £3.75 for costumes and £6 for shoes. You're welcome to request that we use a standard service such as 1st or 2nd class if you're not in a rush for your order. Standard 1st class costs £3.00 for costumes and standard 2nd class costs £2.70.