Free 100 Day Return Policy
10 Clearview Place
Brookvale, NSW 2100
FREQUENTLY ASKED QUESTIONS
1. What is the return policy?
Australian customers can book a FREE and trackable ParcelPoint return using the link above. If you are not located near a ParcelPoint store, you will have the option to return at your nearest Australia Post office. Item(s) need to be returned within 100 days of purchase; unworn and unused with the original tags still attached; and in the original packaging which must be in the original condition. You can choose between a refund or 110% store credit. Please note that the refund amount applies to product(s) purchased only, any shipping costs are not refunded.
Australian customers can choose to have a courier driver collect return parcels from their home or work address, this service will attract an additional cost which is given at the time of booking.
In addition to special orders and mascots, we are unable to offer exchanges or refunds on the following items if the packaging has been opened for hygiene reasons: -Hosiery and undergarments -Stockings and socks -Wigs and wig caps -Eyelashes and contact lenses -Faux beards, moustaches -Prosthetics: fangs, fake teeth -Cosmetics -Inflatable items -Any item that has been worn or altered.
If you received a free gift with your purchase it too must be returned if the item(s) being returned cause your order total to fall below the minimum purchasing amount to receive the free gift. If the free gift (in its original condition and including all packaging) is not returned and the returned item(s) cause your total to fall below the minimum purchasing requirement CostumeBox reserves the right to deduct the stated RRP of the free gift from the refund amount.
2. How long does it take to process my return?
Return parcels can take 2-10 business days to reach us. Once your return has been received at our warehouse, your return request will be processed within 2 - 5 business days. Return requests may take up to 5 - 10 business days to process during peak periods. Our returns team will notify you by email once your return has been processed.
3. How will I be refunded
You will be refunded the same way you paid. If you paid via:
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 details and the refund will be deposited into your 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 have already made one or more payments, the total amount 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 instalment. For example, let's say you made a $200 purchase using AfterPay (4 instalments of $50 each) and wish to return items worth $120. Once we have received your return items we will notify AfterPay that your return has been processed and your 3rd and 4th instalments will be cancelled & your 2nd instalment would be amended to $30. Your new payment schedule would become 2 payments (instead of 4) of $50 & $30. Read more about AfterPay here.
4. What is a 110% store credit?
You can choose to return your item to us for a store credit rather than a refund for the value of your item plus an extra 10%! A voucher code will be issued for you to use towards your next purchase. Please make a note in the ‘Additional Details’ section of the returns process if you would like this 110% credit or a refund, or just include a note with your returned item. If no comment can be seen a refund will be issued. Please note: Store credits are not redeemable for cash and cannot be refunded or exchanged for cash. Further, items purchased from CostumeBox.com.au with a 110% store credit cannot be refunded for cash, and cannot be exchanged for a further incremental 110% Credit.
5. Can I return a sale item?
Yes, you can return sale items unless stated otherwise (subject to the Australian Consumer Law). We will always let you know when a particular sale or promotion excludes returns.
6. What if I don't have the original delivery packaging?
If you don't have the original CostumeBox delivery satchel or box you are welcome to use your own similar packaging. Please take care when packaging your items as you are responsible for them arriving back to us in original condition.
7. What if I don't have the original costume packaging or branded shoe box?
The costume packaging and branded shoe box are as important as the costumes and shoes themselves. We can only accept items back for a return if they are sent in their original packaging.
8. Do you accept International returns?
Our ParcelPoint Returns system will only allow for Australian postcodes - for international customers please post your parcel back to us from your local post office or courier depot using a trackable service.
Our address is: CostumeBox Returns, 10 Clearview Place, Brookvale, NSW, 2100, Australia. Please ensure to include your name and order number in the parcel so we know who the return belongs to.
9. What is ParcelPoint?
ParcelPoint is our FREE trackable returns service. ParcelPoint can be found at hundreds of local stores in most major metropolitan areas of Australia, open 7 days and late for your convenience. If you are not located near a ParcelPoint store, you will have the option to return at your nearest Australian Post Office.
If you need a different size or a new item altogether, the most efficient way for you to get it fast is to place a new order for the correct size or item and follow our returns procedure above to get a refund for the original order. Promotional discount offers will be honoured when purchasing the same costume or item in a different size, please contact customer service for details.
11. Faulty Stock
If you have received a damaged or faulty product, we are happy to fix it up 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.