FAQs

Products and Stock

1. When will you be getting more stock?
We replenish stock as quickly as possible. As some items may take longer to come back into stock than others, please contact our customer service team for an accurate restocking time frame.

2. How do I know which size is right for me?
Like fashion brands, each costume brand can fit a little differently. To help you with sizing, we have a very extensive range of size charts specific to every supplier for each of our costumes. The size charts are a clickable link on the costume pages. We recommend comparing actual measurements, rather than size, as this is the most accurate way to find a size that will be just right for you. In some of our product descriptions, we also provide measurements and additional information for each costume.

3. Do you offer made to order items?
Currently our only made to order items are mascots, which are available to purchase online. If you're looking for something specific, please contact our customer service team and we can help find what you're looking for.

4. Can you order something in for me?
Due to postage costs we don't offer one-off special orders, however if you're wanting to place a bulk order for multiple items please contact us and we will liaise with our buying team and see if this is possible.

5. Do you put items on hold?
We are unable to put items on hold. As popular styles sell out quickly we recommend placing your order ASAP.

6. What's included in this costume?
A detailed list of what's included with each costume is on each product page. This can be viewed by clicking on the 'product information' tab.

7. What quality is this costume?
Our costumes are labelled as either Bronze, Silver, Gold or Platinum standard. Some costumes are intended to be simple one-wear outfits to get the look at a low price, while other are finely constucted collector's editions for the true aficionado! for a full description of our quality ratings click here.


Order Help

1. How do I change my delivery address after my order has already been placed?
Please contact our customer service team immediately if you require a change of address. If your order has already been shipped sadly we are unable to make any changes. If this is the case our customer service team will do their best to liaise with the courier to have your address amended.

2. Do your prices include tax?
All prices include Australian GST. For international orders, we use this amount to subsidise international shipping fees.

3. Is your site secure?
CostumeBox.com.au is a secure encrypted site and PCI compliant, so it's always to safe to purchase with us - you can check this by viewing the lock logo in the address bar.

4. Can I change the currency on your website?
Absolutely! The currency converter is located on the top right of the page on desktop, and in the menu on the left on mobile.

5. Do you match prices?
CostumeBox will consider a price match if the exact product and size is in stock on an online store in Australia. For further information on price matching please contact our customer service team.

6. Why haven't I received a confirmation email?
All orders receive an instant confirmation email once processed. If you're yet to receive this please check your junk/spam folder, if you're still unable to find it please contact our customer service team and we can resend the email.

7. I forgot to use my discount code. What do I do?
Please contact our customer service team with your order number and we'll be glad to apply the discount to your valid order.

8. I'm having trouble placing an order online
We are sorry to hear you're having trouble with our website. We recommend refeshing your page/clearing your history and trying again. If this doesn't work, please give us a call 02 9905 0129 and we can place your order over the phone for you.

9. Can I remove an item on my order after I have placed it?
Please contact customer service immediately if you wish to remove an item from your order. As long as the order is yet to be shipped we will do our best to remove and refund an item for you.

10. Can I add to my order?
Unfortunately we are unable to add to an order once it's been placed.

11. Can I cancel my order?
If you need to cancel your order please call us on 02 9905 0129 ASAP. Due to fast turnaround in our warehouse we have a very short time frame in which we can cancel an order.

12. Can I combine shipping on two orders?
Unfortunately we are unable to ship two separate orders together.

13. Will I receive a paper invoice?
We do not send any paper invoices with your order. You will receive an invoice confirmation email at the time of purchase.

14. Why is my discount code not working?
Make sure all items in your cart are valid discount items (discount codes do not apply to sale items) and that you are entering the code in the 'discount code' section at the checkout. For further help please contact customer service.

15. What payment methods do you accept?
We accept Mastercard, Visa, Amex, PayPal, Afterpay, ZipPay and manual bank transfers.

16. Do you offer bulk discounts?
Yes! Bulk discounts start for orders of multiple items of $500 and over. If you're wanting to place a large order, please contact our customer service team and we will send you a discount code. Our bulk discounts are 17% off orders $500+, 20% off orders $1000+, and 25% off orders $2000+


Delivery and Tracking

1. How can I track my order?
You'll receive a tracking number with a link to the relevant courier as soon as your order is dispatched from our warehouse.

2. Can my order be delivered to a PO Box?
Orders sent via our express or standard service can be sent to a PO Box, however please note our international and same day couriers are unable to deliver to a PO Box or similar.

3. Do you ship internationally?
We sure do! Please visit our delivery page here for prices and details. Please note, heavy and/or bulky items such as swords, pinatas and top hats incur large additional shipping fees.

4. Do I have to sign for my delivery?
All parcels have an Authority to Leave so as long as the driver thinks it's safe to do so, they'll leave your parcel at the door or another nominated spot. Please note, our international courier does require a signature on delivery.

5. When can I collect my click and collect order?
Orders placed before 10am can be collected after 11am same day. Orders placed between 10am and 2pm can be collected after 3pm same day. Orders placed between 2pm and 4pm can be collected between 5pm and 5:30pm same day.

6. What time will my parcel be delivered?
Orders placed with Express and Standard delivery can be delivered any time during business hours. Sadly we are unable to specify a delivery time with the couriers. Orders placed with our same day service will be delivered between 1pm and 6pm.

7. Where is your warehouse located?
Our warehouse is located at 10 Clearview Place, Brookvale in Sydney. Please note this is purely a collection spot and not a shopfront. We do not have showrooms or facilities to try on costumes before purchasing.

8. Do you have a shop I can visit?
CostumeBox has one shop, it's CostumeBox.com.au! We do have a warehouse and office space located in Brookvale on Sydney's Northern Beaches, our address is 10 Clearview Place, Brookvale, NSW. Unfortunately, we do not have facilities for you to browse or to try on costumes at our physical location, however, 'click and collect' orders placed by 4pm Monday - Friday can be picked up the same day. Orders placed on Saturdays are generally ready within an hour. If you need to collect your order sooner please contact our customer service team and we'll do our best to speed up your order.


Returns

1. How do I return an item?
Returning an item is easy with our free returns. Please visit our returns page here to book in your return.

2. What do I do if I've received a faulty product?
If you have received a damaged or faulty product, we are happy to fix it for you as quickly as possible. Please contact our Customer Service Team online or at 02 9905 0129 so we can send you a replacement item right away and make arrangements to get the faulty product back to us.

3. Can I return an item at your warehouse?
Absolutely! Make sure the item is in it's original condition and includes all original packaging. It's best to bring along your order number to make it easier for our returns team. The refund will be processed back into the account you purchased with and should appear in your account within 3-6 days.

4. Can I exchange an item?
The way we do exchanges is by having you place a new order for the size/item you'd prefer, and returning the original back to us for a full refund. You can book in your free return here.

5. Can I return my costume after I've tried it on?
You can absolutely try on your costume. Please keep all original packaging and be sure to keep the garment in original condition. Please note that hosiery cannot be tried on and returned.

6. What is Parcel Point?
Parcel Point is the courier service we use to provide our free returns. They offer over 1500 return locations around Australia, open late for your convenience. Should you not have a Parcel Point in your area, you can select 'Post Office' on the top of the page and take your return to the nearest Australia Post. Please bear in mind returns booked with AusPost are not tracked, so we always recommend using Parcel Point where possible.

7. Can I return for store credit?
You can choose between a refund or 110% store credit. Just add a note with your return which you'd prefer. Returns with no notes will automatically be refunded.

8. Can I return a sale item?
Sale items can be returned unless we state otherwise on the product page. Costumes from the Bargain Box are unable to be returned.

9. Is there anything I can't return?
Due to hygiene reasons we are unable to accept the following if they have been opened: hosiery and undergarments, prosthetics, contact lenses, eyelashes, fangs, fake teeth, cosmetics, faux beards and moustaches, and inflatable items.

10. How can I track my return?
Once you've lodged your return through Parcel Point you'll receive tracking updated through email. Returns sent back via Australia Post do not have any tracking.

11. How do I know if you've received my return?
Returns can take around a week to get back to us, then please allow up to 3 business days for your refund to be processed. During peak periods from August - November, please allow up to 10 business days for your refund to be processed.

12. How will my return be processed?
Returns are processed back into the account you purchased with.
Credit Card or PayPal: Your refund will be credited into the same account your payment came from.
Direct deposit/ Cheque: We will contact you for your bank account
Gift Voucher/ Store credit: Your refund amount will be issued in the form of a new voucher or credit.
AfterPay: If you are returning your entire order and already have made one or more payments, the total will be refunded to your debit/ credit card. If you are returning only part of your order, the refund amount will be deducted from your final installment. Read more about AfterPay here.
Zip Pay: If you are returning your entire order any installments paid will be refunded and existing payments will be cancelled. If you have returned only part of your order, your refund will be determined based on the amount you've already paid towards the item. you can read more about Zip Pay here.

13. Do you accept international returns?
Free returns through Parcel Point are only available for Australian customers. Should you wish to return your order internationally please include your name and order number, and address it to:
CostumeBox Returns
10 Clearview Place
Brookvale, NSW, 2100
Australia


Accounts

1. How do I log in to my account?
You can log into your account by clicking on the person icon at the top right of the page.

2. How do I create an account?
You can create an account by clicking on the person icon at the top right of the page and filling in your details in the 'create new account' section.

3. How do I reset my password?
You can reset your password by clicking 'forgot my password' when logging in.

4. What are FUN$?
Anytime you purchase on your CostumeBox.com.au account, you will receive FUN$ that will be redeemable towards a future purchase. 1 FUN$ = $1 to use the next time you order with us!

5. How do I add items to my wish list?
Add an item to your wishlist by clicking on the heart icon beside the product. Make sure you're logged into your account to view these later.


Contact Us

Phone:
02 9905 0129

Customer Service Hours:
8:30am - 5:30pm Monday - Friday, 10am - 3pm Saturday.

Email:
info@costumebox.com.au