Greetings, noble knights, graceful princesses, and festive celebrants! At Disguise Store, we strive to ensure your costume experience is nothing short of magical. However, we understand that sometimes an item may not fit perfectly or meet your expectations. Our Returns & Exchanges policy is designed to make the process as enchanting as your costume adventure!

Our Return Policy

We accept returns and exchanges within 15 days of receiving your item. To be eligible for a return, your item must be unused, in the same condition that you received it, in its original packaging, and with all tags attached.

Please Note:

For hygiene and safety reasons, we cannot accept returns on the following items:

  • Intimate apparel and accessories
  • Costume makeup and face paints
  • Wigs and hair accessories that have been removed from packaging
  • Custom-made or altered costumes
  • Items marked as “Final Sale”

Return Process

Follow these simple steps to return or exchange your item:

  1. Contact Our Customer Service Wizards: Email us at [email protected] within 15 days of receiving your order to initiate the return process. Include your order number and reason for return.
  2. Wait for Instructions: Our team will respond within 2 business days with return authorization and shipping instructions.
  3. Package Your Item: Carefully pack the item in its original packaging, including all tags and accessories.
  4. Ship Your Return: Send the package to our castle in Nashville using a trackable shipping service. Return shipping costs are the customer’s responsibility, unless the return is due to our error.
  5. Processing: Once we receive your return, we will inspect it and process your refund or exchange within 5 business days.

Refund Information

Refunds will be issued to the original payment method used for purchase:

  • Credit/Debit Cards (Visa, MasterCard, JCB): 5-10 business days after processing
  • PayPal: 3-5 business days after processing

Please note that original shipping fees are non-refundable, and you are responsible for return shipping costs.

Exchange Process

If you need a different size or style, we recommend:

  1. Returning the original item following the process above
  2. Placing a new order for the desired item

This ensures you receive your new costume as quickly as possible while we process your return separately.

Return Request Template

Use the following template when emailing our customer service team:

Subject: Return Request – Order #[Your Order Number] Dear Disguise Store Wizards, I would like to request a return/exchange for my recent order. Order Number: [Your Order Number] Product Name: [Product Name] Reason for Return: [Please specify – size issue, damaged item, wrong item received, etc.] I understand that I am responsible for return shipping costs unless the return is due to an error on your part. Please send me return instructions at your earliest convenience. Thank you, [Your Full Name] [Your Email Address] [Your Phone Number]

Return Shipping Address

After receiving return authorization, please send your return to:

Disguise Store Returns
5788 Cane Ridge Road
Nashville, TN 37013
USA

© Disguise Store – Where Every Delivery is a Ticket to Adventure!

Questions? Contact our customer service wizards at [email protected]