RETURNS & EXCHANGES
Totally Costumes offers a returns process with our 14-Day Money Back guarantee! Most of our products may be returned at the customer's expense within 14 days from the date of delivery. Refunds are for the cost of the merchandise minus the 20% restocking fee. Shipping charges are not refundable. Any returned orders with missing items or without original packaging can not be credited. All returned items must be in original and resellable condition. Please double check to make sure you've included all of the pieces and packaging before returning it.
HALLOWEEN RETURN POLICY:
Our Halloween return policy is applicable on all orders placed between October 1 through October 31st. You may return all unworn / unused merchandise with all tags attached within 14 days of receiving items - with a copy of your invoice and all items in original packaging - for a merchandise refund less the 20% restocking fee. (Your return needs to be postmarked within 5 days from the time we send you the RA# to be eligible for a refund / exchange.) If you need your item(s) exchanged, please reorder the item of your choice and we will process the return of your unused / unworn items separately for a refund. Returns can take up to 3 weeks to process. Please review our restocking fee and easy return instructions below.
- Mascot Costumes
- Large Props shipped via Freight Truck
- Partial Party Kits
- Any item that has been worn, used or altered.
- Clearance or Sale Items
Returnable Items (If in Unopened, Original Packaging):
- Undergarments, socks and stockings
- Pet Costumes
- Footwear (Shoes, Heels, Boots)
- Costume Wigs, beards, facial hair or any other artificial hair
- Prosthetic items, fangs, fake teeth or any other items placed in the mouth.
- Cosmetics, Make-up, Face Paint
- Party Supplies
A 20% restocking fee (whichever is greater) will be applied to all authorized returned items that fall within our 14 Day Money Back guarantee in order to supplement for additional costs associated with processing your return or exchange. This non-negotiable restocking fee is so that we can maintain our standard of excellence and competitive pricing. All packages refused by receiver or returned as undeliverable will be charged the 20% restocking fee (whichever is greater) in addition to a $8.95 return shipping cost that we incur from our shipping carrier with all refused packages.
If the item is returned in any other condition than described or as used, a 50% fee will apply as the item will need to be discarded.
- Request RA# online: After you have reviewed our policy and find that your return meets our qualifications, you can fill out our Return Request Form to submit your request to our Returns Department. If you ordered through Amazon or Ebay, please state this in the additional comments field.
- Wait for our response to your request: Once you submit your Return Request Form, our Returns Department will review it to ensure it meets our guildelines. Please allow up to 1-2 business days for a response. If approved, you will receive a Return Authorization number (RA#) and instructions. Otherwise, we will explain why your order is not eligible for return.
- Print out approval and return: Print out the approved return form that we email you and send it back to us within 5 days of the date your received your RA#. Be sure the item is carefully packaged as we need to receive it in original, resellable condition. We highly recommend sending it through a traceable shipping method and insured for its full value to the address specified in your return form. If we do not receive the item and there is no tracking information available, we will not be responsible for completing your return request until the item arrives to us. The RA# MUST be written on the address label and sent within 5 days or it may be refused by our Returns Department as an unsolicited package.
- Wait for your Return/Exchange to be processed: We generally process returns within a week of receiving the product back. During the Halloween season, this process may take up to 3 weeks. We credit your card once your return is inspected and approved.
If you would like to exchange your item for another style or size, you must place a new order for the required item and return the item you received by following our hassle free return process. This is to ensure quick order processing and return processing time. You will be charged for the item on the new order and refunded for the return once inspected and received (minus the 20% restocking fee).
Damaged or Missing Items:
Claims for damaged items or discrepancies must be submitted within 48 hours of order receipt so that we can contact the shipping carrier right away. Please contact our Customer Service team. We are open Monday - Friday from 8:30am to 5:00pm (MST). Please keep all packaging material in the case that an inspection is necessary from the shipping carrier.
Costume Style Variations:
From time to time, the manufacturers will update the style of a costume without notifying us. We try to update our item descriptions and pictures to the best of our abilities as we catch this. Please note that we are not responsible for style variations.
We are happy to answer any questions that you may have. Please contact our Customer Service team and someone will respond to your inquiry within 1 business day.