Customer Care
Customer Care Policy | The Costume Shoppe
We here at The Costume Shoppe pride ourselves on Customer Care and Satisfaction. To that end, we understand that not everything is going to be right (or correctly sized) for everyone. As such, the policy as detailed below hopefully will make you comfortable purchasing with confidence from us, and explain clearly how we can help should an issue arise.
Not everything is perfect, however, and whether you purchased in-store OR online, we must still adhere to our Governing Laws and Health Canada Guidelines. As such, some items are strictly prohibited from being returned to our store, so please refer to our policy exceptions list at the bottom of this page for a list of item categories that are not covered by this policy.
In-Store Purchases
With your original receipt, we will happily work with you to either accept a return (For Store Credit) or exchange within 7 days of purchase.
As we allow our Customers to try on certain items to ensure sizing in store, in order to return what you've purchased, it must still be unused, unwashed, and their accessories* must still be in their original unopened packaging.
*Accessories are the pieces that are included from the Manufactures (if any) that are not part of the base costume. They are typically sealed in their own packaging within the costume package.
If you request an Exchange, and the price of the new item is higher than the price of the original item, you must pay the difference for the new item.
If you request an Exchange, and the price of the new item is lower than the price of the original item, the difference will be applied as Store Credit to your Customer Account, and will never expire.
If you request a Return, it will be issued as a Store Credit to your Customer Account, and will never expire.
PRIOR TO READING THE POLICY TERMS FOR ONLINE ORDERS BELOW, PLEASE NOTE THAT ONLINE ORDERS OVER $25 MAY BE CANCELED AT YOUR REQUEST, BUT WILL BE SUBJECT TO A $25 CANCELATION FEE BEFORE THEY HAVE BEEN SHIPPED. ORDERS THAT HAVE ALREADY BEEN SHIPPED ARE NO LONGER ABLE TO BE CANCELED.
Online Purchases for Local Delivery or Curbside / In-Store Pickup
Online purchases made with us that are for Local Delivery, or Curbside / In-Store Pickup, follow the same terms as In-Store Purchases. However, there are exceptions.
For Local Delivery Orders, you will be responsible for getting the original item back to us prior to us being able to assist you with your return or exchange and the same terms apply as if the order was an In-Store Purchase. An Online Department Staff Member will be required in order to assist.
For Curbside / In-Store Pickup orders, all the same terms apply as if the order was an In-Store Purchase, but will require an Online Department Staff Member in order to assist.
All Other Online Purchases
The Costume Shoppe understands that ordering online is not ideal for all customers, as there is a certain level of "guess work" that is required while shopping with ANY retailer online.
That said, if you've placed an order online with us and are unsatisfied with any of the eligible items that you’ve purchased, please reach out to us within 7 days of receiving your items and we will work with you to the best of our abilities to reach a mutually beneficial solution.
In order to begin a return or exchange for what you've purchased, the request must meet ALL of the following requirements:
1. Requests must first be approved by our team, and you can open a request either by emailing us, or by initiating the request on your Customer Account
2. After approval, your item returns must be sent out within 24 hours
3. Items being returned must be sent back with a Trackable Method of Shipment (this will also allow us to confirm whether or not the item was sent within the 24 hour window)
4. Items being returned must be unused, unwashed, and have their accessories still be in their original unopened packaging.
OTHER TERMS TO CONSIDER:
Return shipping costs for a Store Credit Return must be covered by you.
Return shipping costs AND New Shipment costs for an Exchange must be covered by you.
Items returned for a Store Credit Return will have a 15% restocking fee applied.
Items returned for an Exchange will not have a restocking fee applied.
If you request an Exchange, and the price of the new item is higher than the price of the original item, you must pay the difference for the new item prior to shipment.
If you request an Exchange, and the price of the new item is lower than the price of the original item, the difference will be applied as Store Credit to your Customer Account, and will never expire.
If you request a Return, it will be issued as a Store Credit to your Customer Account, and will never expire.
Store Credit Returns will cover the price of the item ONLY, less the Restocking Fee if applicable.
The Costume Shoppe does not offer free returns.
WHILE ITEMS ARE CHECKED PRIOR TO SHIPMENT THE COSTUME SHOPPE’S STAFF ARE STILL HUMAN, AND THINGS MAY BE MISSED. IF YOU RECEIVE YOUR ORDER AND THERE ARE ANY MANUFACTURING ISSUES OR DEFECTS, EXCEPTIONS TO THE ABOVE POLICY WILL BE MADE, AND WE WILL DO OUR BEST TO ASSIST YOU IN RESOLVING YOUR ISSUE.
POLICY EXCEPTIONS LIST
Below are the categories for which items are PROHIBITED from Returns or Exchanges. If any of your items fall under these categories, your entire request MAY be denied.
ALL UNDERGARMENTS | This includes but is not limited to; Socks & Stockings, Tights, Morphsuit or 2ND Skin Costumes, and other Legwear
ALL ARTIFICIAL HAIR | This includes but is not limited to; Wigs, Beards, Moustaches, Eyelashes, and other artificial hairs
ALL COSMETICS | This includes but is not limited to; Theatrical Makeup, Prosthetics, Adhesives, Cosplay Makeup, Latex and Blood
ALL ITEMS THAT GO IN OR AROUND THE MOUTH | This includes but is not limited to; All Teeth Applications, Cigarette Holders and Fake Cigarette / Cigars, All Consumable Items, such as Chocolate & Candies
ALL PET COSTUMES
ALL CONTACT LENSES
ALL ONESIES
ALL REAL JEWELRY
ALL LAST OF PRODUCTS | This includes SKUs with “LASTOF” as part of the Product SKU
ALL AS IS PRODUCTS | This includes SKUs with “ASIS” as part of the Product SKU
ALL CLEARANCE ITEMS | This includes SKUs with “CLEAR” as part of the Product SKU
ALL RETIRED RENTALS
SPECIAL NOTE: DURING THE PERIOD OF OCTOBER 15TH - 31ST ALL SALES ARE FINAL. ANY AND ALL ITEMS PURCHASED DURING THIS TIME ARE NOT ELIGIBLE FOR ANY OF THE ABOVE POLICIES.
If you have any questions regarding this policy, please reach out to us and our staff will be happy to assist you.
Email us: wecare@thecostumeshoppe.com
Call us: 403-571-2466