At Fantasy Costume Hub, we’re dedicated to bringing your favourite characters to life with our high-quality costumes. However, we understand that sometimes things might not be perfect. That’s why we offer a hassle-free returns and exchanges process to ensure your magical experience continues. Please read this policy carefully to understand how we handle returns and exchanges.

1. Return & Exchange Eligibility

We accept returns and exchanges for most items within 15 days of receiving your order. To be eligible, the item must be:

  • Unworn, unwashed, and in its original condition with all tags attached.
  • In the original packaging, including any accessories or labels.
  • Accompanied by the original receipt or proof of purchase.
Note: Due to the nature of our products, certain items cannot be returned or exchanged for hygiene and safety reasons. These include:
  • Biblical & Religious costumes (e.g., robes, sacred garments) due to their symbolic significance and potential for personal use.
  • Couples costumes that include intimate apparel or custom-sized items.
  • Food & Beverages themed costumes (e.g., costumes with perishable or consumable components).
  • Any costume that has been altered, damaged, or used beyond trying on.
This is based on our product analysis to ensure fairness and hygiene for all customers. If you have questions, contact us at [email protected].

2. How to Initiate a Return or Exchange

Follow these simple steps to request a return or exchange:

  1. Contact Us: Email us at [email protected] within 15 days of receiving your order. Include your order number, the item(s) you wish to return or exchange, and the reason.
  2. Wait for Approval: We’ll respond within 1-2 business days with a return authorization and instructions. Do not send the item back without approval.
  3. Ship the Item: Once approved, pack the item securely in its original packaging and ship it to our address:
    Fantasy Costume Hub, 32 Cornish Street, KEILOR, AU 3036, Australia
    You are responsible for the return shipping costs unless the item is defective or incorrect due to our error.
  4. Processing: After we receive and inspect the item, we’ll process your refund or exchange within 5-7 business days.

3. Refund Details

Once your return is approved:

  • Refund Time: Refunds are processed within 5-7 business days after we receive the returned item. The funds will be credited back to your original payment method (e.g., Visa, MasterCard, JCB, PayPal) and may take additional time to appear in your account, depending on your bank or payment provider (typically 7-14 business days).
  • What’s Refunded: We refund the cost of the item(s) only. Original shipping fees are non-refundable, unless the return is due to our mistake.
  • Exchanges: If you request an exchange, we’ll ship the new item once the return is received. Shipping costs for exchanges are covered by us if the exchange is due to an error on our part.

4. Return Shipping

For returns and exchanges:

  • Use a tracked shipping service (e.g., DHL, FedEx, EMS) to ensure safe delivery. We recommend insuring the package, as we are not responsible for lost or damaged returns.
  • Return shipping costs are the customer’s responsibility, unless the item is defective or we made an error.

5. Template for Return/Exchange Request

Use the template below to email us your request. Copy and paste it into an email to [email protected] and fill in the details.

Subject: Return/Exchange Request – Order #[Your Order Number]
Body:
Dear Fantasy Costume Hub Team,

I would like to request a [return/exchange] for my order. Below are my details:
– Order Number: [Insert your order number] – Item(s) to Return/Exchange: [List the item(s) and quantities] – Reason for Return/Exchange: [e.g., wrong size, defective item, not as described] – Preferred Action: [Refund / Exchange for [specific item or size]] – Contact Information: [Your full name, email, and phone number]
Thank you for your assistance. I look forward to your response.

Sincerely,
[Your Name]

6. Questions?

If you have any questions about our returns and exchanges policy, feel free to reach out. We’re here to help make your costume experience magical!

Email: [email protected]
Address: Fantasy Costume Hub, 32 Cornish Street, KEILOR, AU 3036, Australia