Greetings, valiant knights, elegant princesses, and all who seek the perfect disguise! Here at Disguise Store, we’re dedicated to making your costume journey as seamless and enchanting as the characters you embody. This guide will illuminate the path your order takes to reach your castle and how we handle returns should a costume not be your perfect fit.

Shipping Information

Once you place your order, our team of dedicated elves springs into action!

Order Processing Time: Please allow 1-2 business days for us to carefully prepare your package for its adventure.

Shipping Methods & Delivery Timelines:

  • Standard Shipping ( $12.95 ): We entrust your package to the capable hands of DHL or FedEx. Your order will typically arrive within 10-15 business days after it ships.
  • Free Shipping: For orders over $50, we send your treasures via EMS. Please allow 15-25 business days for delivery after shipment.

Please Note: We ship globally! However, delivery to some parts of Asia and other remote regions may not be available. You will be notified during checkout if we cannot deliver to your location.

Our Returns & Exchanges Policy

We want you to be utterly delighted with your purchase. If your item isn’t quite right, we accept returns and exchanges within 15 days of you receiving your order.

To be eligible for a return, your item must be:

  • Unworn and unused.
  • In the same pristine condition you received it.
  • In its original packaging with all tags still attached.

Items That Cannot Be Returned

For the safety and well-being of all our customers, we cannot accept returns on the following items:

  • Intimate apparel and accessories (e.g., bodysuits, tights)
  • Costume makeup and face paints
  • Wigs and hair accessories that have been removed from their original packaging
  • Custom-made or altered costumes
  • Any items marked as “Final Sale”

The Return & Exchange Process: A Simple Spell

Follow these steps to initiate your return or exchange:

  1. Contact Our Customer Service Wizards: Email us at [email protected] within the 15-day window. Include your order number and the reason for your return. (A helpful template is provided below!).
  2. Wait for Instructions: Our team will respond within 2 business days with a Return Authorization and instructions on where to send your package.
  3. Package Your Item: Carefully place the item(s) back into the original packaging, including all tags and accessories.
  4. Ship Your Return: Send the package to our returns castle (address below) using a trackable shipping service. The cost of return shipping is the customer’s responsibility, unless the return is due to an error on our part (e.g., we sent the wrong item).
  5. Processing: Once your return arrives and is inspected (usually within 5 business days), we will process your refund or exchange.

Refund Information

Upon approval of your return, your refund will be processed and automatically applied to your original payment method. Please note:

  • Credit/Debit Cards (Visa, MasterCard, JCB): Refunds may take 5-10 business days to appear on your statement after processing.
  • PayPal: Refunds are typically processed within 3-5 business days.

Please Note: Original shipping fees are non-refundable. Return shipping costs are the responsibility of the customer unless the return is a result of our mistake.

Exchanges

Need a different size or style? For the fastest service, we recommend:

  1. Returning the original item for a refund following the process above.
  2. Placing a brand new order for the item you desire.

This ensures you get your new costume as quickly as possible!

Return Request Template

Feel free to use this template when contacting us:

Subject: Return Request – Order #[Your Order Number]

Body:
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

Please wait for return authorization and instructions before shipping. Then, 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? Our customer service wizards are always here to help: [email protected]