I have already received my order

From receipt of the order, you have 14 calendar days to return it. After the indicated period, no changes or returns will be accepted. During the Christmas period, all orders placed from 1 December to 31 December will have until 15 January to make changes and returns.


How do I return an order?

1) Log in to your account from “My account” and go to “My orders”. If you placed your order without registering or you don't remember your password, you can set a new one.

2) Select the order you want to return and follow the instructions. Note: in the “More actions” column, click on the returns logo ( __fa{solid:undo}__ ) to initiate the return of that order. You can only return orders within 14 days from the date of receipt.


3) As soon as you finish the return, we'll send you an email with a summary of the return: the product(s) to be returned and the total amount we'll refund as soon as the returned package arrives.


Can I return everything?

For hygiene reasons we do not accept returns of the following items:

Wigs
Make-up
Lingerie
Masks and face coverings


Furthermore, products such as inflatables or musical instruments (flute, trumpet...) will not be accepted for hygiene reasons if they arrive to us with the packaging open.

If you send these items as returns, you will have to pay the return cost plus shipping costs if you want to receive your products again.

How much does this service cost?

The cost of the return made through the Post Office is £6.99 (VAT, return costs and handling costs included), which will be deducted from the refund we give you once we've received and processed your return.

Can I send it myself?

You can send us the return using your preferred courier. Shipping costs are the responsibility of the customer and you will be refunded the full amount* of the product to be returned without deducting return costs. You should process this return via “My account", as explained above.

How is the refund made?

Once we receive the items and confirm they are in perfect condition, we will refund the value of the returned products, excluding shipping costs. The refund will be made as a balance or through the same payment method used (card, PayPal, transfer, etc.). Choosing balance gives you an extra 5% on the refund value, available in "My Account" for future purchases.

(*)If you have benefited from the £5 off promotion for orders over £50 and you return part of the order, or all of it, meaning the sum of the products you keep no longer reaches the minimum amount for the promotion, the £5 not collected will be deducted from the amount to be returned along with the new shipment.

Damaged packaging

If the product is returned in packaging that is not the original or is damaged, the return will not be accepted. In this case, if you wish to receive the product again, you must pay the return costs and the costs of a new shipment.

Can I make a return if I didn't register?

From here you can create or reset a password to access your account. Enter the email you used to place the order and you will receive an email with an automatic password to access "My account" and manage your return.

The established return period is 14 calendar days. During the Christmas season, all orders placed from November 22 to December 31 will have until January 15 to make exchanges and returns.

To change the size once you have received your order, you will have to make a return and a new order with the new size.

To see how to make a return, expand the Returns tab.

If the product you have received is defective, we will exchange it for another one, subject to availability and provided it can reach you in time. If it is not available, we can exchange it for a similar costume or issue a refund.

To make this exchange, please fill out the following form with a brief message explaining the reason and the costume in question. We will contact you as soon as possible.

From the My Account section, you can download your order invoice under My Orders.

If you want to modify your invoice details, please fill out the following form:

If you still have questions or would like to make a specific inquiry, you can contact us using the following form. We will respond as soon as possible.