Refunds & Returns
Our promise
Our 14-day change-of-mind returns
If your costume is not right, you can return it within 14 days of delivery, for any reason. This is a voluntary policy we offer on top of your legal rights. To start a return, just email us at theteam@costume.net.au with your order number before that period ends. We will then send you return instructions.
For a change-of-mind return, the item must be unworn, unwashed and in its original packaging. We refund the price you paid, including standard delivery, within 14 days of receiving the goods back (or proof that you have sent them). You pay the cost of returning the goods unless we agree otherwise or the item is faulty. There is no handling fee.
Try your costume on when it arrives, and keep the tags and packaging until you are sure. Once an item has been worn to an event or washed, we cannot take it back for a change of mind. This does not affect your rights if the item is faulty.
Faulty, damaged or incorrect items
If your product arrives faulty, damaged or not as described, contact us and we will put it right at no cost to you, in line with your rights under the Australian Consumer Law and the Competition and Consumer Act 2010. These legal rights are not limited by our voluntary returns policy. We cover return costs for faulty items.
We do not sell a separate warranty. The consumer guarantees in the Australian Consumer Law apply to everything we sell.
How to return
Email us with your order number and we will send you simple return instructions. Once the product is back with us and checked, we process your refund.
Refund timing
Refunds go back to your original payment method, usually within 5 to 10 working days of us receiving and checking the return, and always within the timeframes set out above.