If a customer wishes to return a product bought on our site we must be notified via our returns form or written letter within 14 calendar days of receiving the item (s) in question. Item (s) must be returned to us within fourteen days of such notification. Item (s) must be returned in the condition they were sent. Returns must include all parts and packaging of the original item to be eligible for refund. Packages must not be torn. Costumes must not have been worn other than to try on. There must be no trace of perfume, smoke or any other odor. Decorations may be returned as long as they have not been removed from their sealed packaging.
Customs we wanted each customer to be 100% confident in shopping at the Queensland Store. If a customer is not satisfied with a purchase on our website, we are pleased to offer a full refund of the cost of the costume, once returned within a 14 day cooling off period, as per the Consumer Rights Directive.
After delivery, check the items that were delivered and confirm that the size you ordered fits perfectly. Once an item has been used for a party or shows signs of wear and tear, in addition to trying it out, it will no longer be eligible for a refund. Therefore, we ask that you inspect the delivered items, try them on (with the expectation of wigs and underwear that cannot be refunded for hygiene reasons) and decide whether you want to keep or return the item before wearing the costume or wearing it at your party. Keep the item's packaging and do not tear it until you decide that you will be happy to keep it.
If a customer has reason to return a costume, he must include the return form in the package, the email received after completing the return form, or include his name, order ID, delivery date and reason for the return. This will make it easier for us to process the refund promptly. Orders returned without information provided cannot be refunded.
Please note that we do not encourage the type of purchase where more than one item is purchased with the intention of trying it out and maintaining just one. Where we believe a customer is ordering multiple items with the intention of returning orders, items cannot be shipped and can be canceled at our discretion. While we would like to be the only person at the party wearing a costume or buying multiple styles, if someone else wears the same costume, we cannot facilitate this due to the seasonal nature of our business.
The are received outside the returns period will be eligible for a credit note, subject to receiving the goods within twenty one days of the order being received. There are no exceptions made for orders returned outside the returns period.
Returned goods which do not meet the above criteria will be considered as 'In Dispute'. In Dispute products will not be refunded or exchanged. A reason will be given as to why the product is in dispute. We are happy to re-ship such items back at the customer's cost otherwise they will be destroyed after 30 days. Shipping and packaging costs, both to and from us, will remain the responsibility of the customer. We recommend using a tracked delivery service with signature when returning an order. Where the customer instruct the delivery driver to return the parcel to sender a shipping fee will still apply and will be deducted from your refund. Refunds will be for the purchase price of the costume only.
For hygiene reasons, there are no exchanges or refunds on personal items like - False teeth, wigs and products, including wigs, face paint, tights, stockings and stockings, lingerie, tights, mankini's, underwear etc.