Returns and Exchanges

Stress free return policy guarantee:
We guarantee a stress free return process at CostumeHUB.com.  We allow up to 14 days after the day you place your order to initiate a return on all items that are qualified for return – stress free. You can initiate your return and get your RMA number without calling our customer service department, as the whole return process is completely automated and can be completed 100% online on our website at your convenience (see instructions below).

General Refund Information:
CostumeHUB.com offers a gigantic selection of costumes and costume accessories, most of which can be returned if the return is initiated within 14 days from the purchase date. All refunds will be for the cost of the merchandise only. Our return and exchange policy applies to (but is not limited to) the following situations:

• Your item(s) doesn’t fit
• Your event gets canceled
• You are unhappy with your purchase for any reason 

Return & Exchange Guidelines:

• Costumes: Item(s) must be received in new and unused condition and not missing any items (including the original packaging). Costumes returned that smell like cigarette smoke, alcohol, perfume, etc. will be refused. Any return received with missing items or without original packaging will not be credited – no exceptions.
• Shoes: Please make sure that your shoes fit and are comfortable before you use them. Shoes that show obvious wear or are missing the original packaging are not returnable. Please put the shoe box in another box when shipping, the original shoe box must be in brand new condition when received. Any return received that is missing items or without original packaging will not be credited – no exceptions.
• Wigs, Teeth, & Other Accessories: Item(s) must be received in the original unopened and factory sealed package. (Please look at item carefully before opening the factory sealed packaging.) Any return received with missing items or without original packaging or with opened packaging will not be credited – no exceptions. This includes accessories and wigs that are packaged seperately but included with the costume.  
• Items marked CLEARANCE on the website cannot be returned and are sold as is. No exceptions.
• Refunds are only issued for the cost of the merchandise. All shipping charges are non-refundable.
• Returns are generally processed within 72 hours of receiving the item(s) back. Please Note: During the Halloween season (October and November) this process may take up to 3 weeks. You will be sent an email once your return is processed notifying you.
• Please read the detailed instructions below on how to initiate and process your return.  (View Instructions on how to initiate a return) 

Items that are NEVER returnable or exchangeable:

• Undergarments of any type (tights, petticoats, bloomers, etc.)
• Socks and stockings
• Accessories
• Wigs, beards, facial hair or any other artificial hair
• Prosthetics, fangs or any other fake teeth
• Cosmetics
• Any item that has been worn, used or altered in any way – no exceptions

Exception: Above items may be returned if in unopened and factory sealed package. Products in a snap closure package or any box/bag that is not factory sealed are NOT returnable.

Exchange Guidelines:
If you need a different size or a different costume, you must place a new order for the needed replacement item(s), and initiate a return for the item(s) you have already received. This process is required due to the fact that the desired item(s) may be out of stock by the time we receive your return. This procedure also ensures that you receive your replacement item(s) quickly. All appropriate policies apply to all returned items. 

• Example: You ordered a size small but need a size medium. You would initiate a return for the small, and then place a new order for the desired medium, which will ship from our warehouse immediately. Once CostumeHUB.com receives the returned small in the mail, we will return the cost of the costume to the credit card you originally used during checkout. You are responsible for the return shipping on the small, and for the new shipping on the medium.

Restocking fees:
Unlike other costume websites, CostumeHUB.com DOES NOT charge a restocking fee for most returned items. The only times a restocking fee will be assessed is when five or more items from the same order are subsequently returned, or your return falls outside our return policy and we make an exception to accept your return (i.e., you did not initiate your return online, you returned your order after the return cutoff, etc.). In this case a 20% restocking fee will apply. The restocking fee calculation is:

• 20% of total cost of returned items- any shipping cost = restocking fee.  

Detailed Return Instructions:
If you have an item that is appropriate for return under the guidelines set forth above, then follow these steps to initiate and complete a return.

1. Click on the “Check Order Status" link under the "My Account" area atop the page and enter your order number and ship to zip code in the appropriate fields, then click sumbit.
2. On the next page click the "Initiate Return" link to the right. You will then see your order number, which is a link, listed in the middle of the page. Click on your order number to proceed to the return initiation page.
3. Once the returns page displays, you will see the details associated with your order, including: order date, total purchase amount, order number, and the status of your order. You will also see all of the items that are part of that order. You simply choose the quantity of each item that you wish to return and the corresponding reason for the return from the drop down lists.
4. Check your information carefully. If the information is correct, click the submit button to process your return.
5. The next page that displays will be your return confirmation.  This page contains your RMA number and return instructions. Make sure to always print the return confirmation twice, once for your own records, and once to include with the return package. We do not accept any return packages that do not include a copy of the return confirmation page. This return confirmation will also be automatically emailed to the email on file for the order.  

Problem with your order (wrong size, missing pieces, etc.)?
Contact a CostumeHUB.com customer care representative who can assist you at 1-800-899-5540. If an item is received damaged, you must notify CostumeHUB.com so that we can replace the item at our cost. We will do everything possible to ensure that your problem is taken care of in an expedited fashion, as your happiness with your order is our highest concern.

Please note if your order is missing pieces or is damaged you can (a) return the item(s) at our costs, or (b) you can choose for us to send you the missing piece(s) or replacement item(s) via 2-3 day priority mail. Once we send you the missing piece(s) or replacement item(s) you cannot subsequently return the costume(s) in question.

If an item is damaged you must contact us within 72 hours of receipt (excluding Saturday and Sunday). After 72 hours have passed, CostumeHub.com will not be responsible for the damaged items.

I did not find what I was looking for?
If you did not find an answer to your question, or have any other questions feel free to contact us in any of the following ways:

Mail:
CostumeHUB.com, Inc.
11 Autry
Irvine, Ca 92618

Phone:
1-800-899-5540

Customer service hours:
Mon-Fri:   9:00 am – 5:00 pm PST
Sat-Sun:  Closed.

Email: help@costumehub.com