RETURN, REFUNDS & EXCHANGE POLICY
Can I request a refund?
YES – any products that are damaged, faulty, or significantly different to the images or description as listed on the website can be exchanged or refunded depending on stock. At times manufacturers will change styles and designs with no advice to us. To be eligible for a refund please read how to initiate a return, if you don’t follow the process correctly, we have the right to refuse on a refund.
Do we exchange?
YES – We will exchange on purchased item(s) for the purpose of changing sizes. We cannot guarantee the same product will be in stock at the time of exchange. Therefore its important to choose sizes carefully.
Remember – not all items are warehoused locally so exchanging a product will extend the delivery time frames by the time we receive the returned goods. The Theatrical Costume Guide will process what we can as fast as we can, however if you have an event deadline its best that you make sure you choose the right product from the outset.
We will not accept refunds, if you have not read the shipping time frames correctly.
Exchange authorization is at our discretion therefore the customer is responsible for their purchases; please choose your items carefully. We can refuse the right to exchange, refund or return on items if you simply changed your mind or make a wrong decision (all delivery & shipping costs on authorized exchanges are the responsibility of the purchaser). To be eligible for an exchange please read how to initiate an exchange, if you don’t follow the process correctly, we have the right to refuse on an exchange. Exchanges must be in original condition with tags attached, odourless and not worn or damaged.
Do I have a time limit on submitting a refund or exchange?
YES – Firstly you must notify us of your intent to request a refund or exchange within 24 hours of receiving the product (see process below). You then have 7 Days from the authorization to return your items to us. There are no exceptions to this time frame. If you miss the refund or exchange deadline, unfortunately we will not process your request.
Does The Theatrical Costume Guide have a time limit providing a refund or exchange?
YES – We aim to process the refund or exchange within 7 working days from receiving an authorized return or exchange product. During busy periods such as Halloween & Christmas may see this increase to 20 working days. We will process all returns and exchanges on a first come first serve basis and endeavor to process all refunds or exchanges a quickly as possible.
Remember – You can re-order new products at any time if you are worried about event deadlines while working through a refund or exchange.
Are there any items that CANNOT be refunded?
YES – Due to health and safety reasons there are certain items that are never returnable.
Here they are:
- Socks and stockings
- Eyelashes or contacts
- Wigs, beards, facial hair or any other artificial hair product
- Prosthetics, fangs or any other fake teeth
- Special Order items – including all Mascots
- Any item that has been worn, used or altered
Are there any other costs that I may incur if I am authorised to get a refund or exchange?
YES – There are some costs associated with processing refunds or exchanges that are passed on to the customer:
– There is a 35% restocking fee for all returns & exchanges that do not adhere to the required return policies.
– There is a 35% restocking fee for all returns & exchanges when more than five of one item is ordered and returned.
– All shipping & handling services are provided by a third party any costs relating to shipping the goods is therefore responsibility of the customer.
Remember – returns are only accepted on damaged or faulty goods. Exchanges are possible when you want to change sizes. Outside of that please choose your items carefully and ensure all pieces of the items are included in the return packaging.
How do i initiate a return for a refund?
If you return something that has been used, worn, altered, are missing items, or is without the original packaging or garment tag you can’t receive a refund for that item. Please double-check to make sure you’ve included all of the pieces and packaging before returning anything. All items must be in good enough condition for re-sale, if they are not you will forgo your refund or exchange.
1- Notify us within 24 hours of receiving the goods. You can tell us about your return request here: firstname.lastname@example.org
Please provide the following information:
* Your e-mail address
* Your order number
* A brief description of the problem and if you require a refund (damaged or faulty) or exchange (of size, pending availability)
* Contact number and name.
1- We will assess your request and if authorised, we will supply you with a Return ID and Return Address label to print or link to.
2- You MUST send the parcel back to us via a tracked mail service such as Australia Post Registered Post or Australia Post Express Post (If you are eligible for a return/refund). If these services are not used, then The Theatrical Costume Guide is not responsible for any returned items that go missing or are lost. If the item is lost in transit using these services, but then found later we will still honour any agreed refund.
6- Once authorised and labelled correctly you need to send the parcel to:
The Theatrical Costume Guide
Shop 17 Level 2
428 George Street
Sydney, NSW, 2000