Got Questions? We've Got Answers!
FAQ
Product Specifics
How do I choose the right size for my child?
We also provide a convenient size chart on each product page, located directly below the "Add to Cart" option. This chart details measurements to help you find the perfect fit for your child! If you need further assistance, please don't hesitate to contact our customer service team for personalized help.
How do I care for costumes and dresses?
In general, we recommend hand washing or using a gentle machine cycle with cool water. Lay flat or hang to dry.
Are your products suitable for children with sensitive skin?
We use primarily natural fibers like cotton and linen for breathability and comfort. Whenever possible, we opt for hypoallergenic dyes. For children with highly sensitive skin, we recommend a patch test with a new garment before extended wear.
Do your sizes run true to size, or should I size up/down?
Our sizing generally aligns with standard US children's sizing. However, some styles may run slightly small. Always refer to our size chart and specific product measurements for the best fit.
My child is between sizes. Which size should I order?
If your child is between sizes, we recommend focusing on height and chest or height and weight measurements detailed in our size chart. Consider if a slightly looser fit is preferred for comfort and longer wear. Our customer service team is here to help if you'd like personalized sizing advice!
Can your costumes/dresses be machine washed?
For longevity and to best preserve colors, we recommend handwashing. However, some items can be machine washed on a delicate cycle with cool water. Always check the care tag for specific instructions.
Do your costumes come with all the accessories pictured?
Costumes include the main pieces shown in the photos. Items like wands, headpieces, or tights may be available for purchase separately. Please check the product description for specifics.
Returns & Exchanges
What is your return policy?
We offer a 14-day return policy. For eligible items, you have 14 days from the date of receipt to request a return.
What if my item arrived damaged, defective, or incorrect?
Please contact us immediately at info@costumesclub.shop. Describe the issue and provide photos, if possible. We'll work quickly to resolve the situation.
What items are eligible for return?
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags attached, and in its original packaging. You'll also need the receipt or proof of purchase. Some exceptions apply, such as perishable goods (food, flowers, plants), custom products (special orders or personalized items), and personal care goods (beauty products). Hazardous materials, flammable liquids, or gases are also not returnable. If you have questions about whether your specific item is returnable, please contact us.
How do I begin the return process?
Contact us at info@costumesclub.shop to initiate a return. Please include your order number and reason for the return. We'll provide a return shipping label and instructions.
Do I need to pay for return shipping?
Yes, you are responsible for covering the costs of return shipping. We'll provide a return label, and the cost will be deducted from your refund.
Can I exchange an item?
The fastest way to get your desired item is to return your original purchase (following our return policy) and place a new order separately.
Can I return items purchased on sale?
Unfortunately, sale items are not eligible for returns.
I'm located in the European Union. Do I have additional rights?
Absolutely! Under EU regulations, you benefit from a 14-day cooling-off period. This allows you to cancel your order or return your item for any reason within 14 days of receiving it, even if the item is not defective. To qualify for the 14-day cooling-off period, your item must still be in its original condition, unopened, unused, and with all tags attached. You'll also need the receipt or proof of purchase.
How long will it take to process my refund?
Once your return is received and approved, we'll issue a refund to your original payment method within 10 business days. However, please note that it may take additional time for your bank or credit card company to post the refund to your account.
Payment& Discounts
Is it safe to use my credit card on your website?
Yes! We partner with Iyzico, a leading payment provider with secure systems to protect your financial information. Your payment details are encrypted and never stored on our servers.
Do you accept international payments?
Yes, Iyzico allows us to process payments from customers internationally. Please note that your bank or credit card issuer may charge currency conversion fees.
Do you offer any discounts or promotions?
Yes, we love offering special promotions! Here are a few ways to find our latest deals:
- Newsletter: Subscribe to our email newsletter for exclusive offers and promotions.
- Website: Check our website banner or promotions page for current discounts.
Do you offer first-time customer discounts?
Yes! Sign up for our newsletter and receive a 15 $ off your over 100 $ first order.
Can I combine multiple discounts?
Generally, discount codes cannot be combined. However, some promotions may be stackable with sale prices. Check the terms and conditions of each promotion for details.
I've never heard of Iyzico. Is it a secure payment provider?
Yes, Iyzico is a leading payment gateway in Turkey trusted by many businesses. They utilize advanced security measures, including encryption and fraud prevention tools, to protect your transactions.
What if I have a problem with my Iyzico payment?
If you encounter any issues concerning your Iyzico payment, please contact our customer service team. We'll work with you and Iyzico to resolve the situation quickly.
Shipping
Do I need to pay customs duties or import taxes?
Customers are responsible for any customs duties or import taxes that their country may impose. These fees are separate from our shipping charges.
Can I track my international shipment?
Yes, once your order is shipped, you'll receive a tracking number to monitor your package's progress.
Can I change my shipping address after placing an order?
If you need to change your shipping address, please contact us as soon as possible. If your order has not yet been processed by our warehouse, we may make changes before we ship the product.
How long does it take to ship an order to the USA?
We ship orders via FedEx, and shipping within the USA generally takes 7-10 business days. This includes order processing time 1-3 days and the shipping carrier's transit time. Please note customs clearance for international shipments can cause variances.
Do you offer expedited shipping options for faster delivery?
Yes! If you need your package sooner than our standard 5-7 business day window, we offer expedited shipping options through FedEx for an additional cost. Available expedited methods and their costs will be displayed at checkout.
Handling & Potential Issues
What happens if my package is lost or damaged in transit?
While we take care in packaging your order and use reliable carriers, occasionally unforeseen circumstances happen. Please contact our customer service immediately, and we'll work with you to resolve the issue.
What is your policy for delayed shipments?
We understand the importance of timely delivery. While we do our best to adhere to estimated timelines, factors like weather, customs processing, or carrier delays are outside our control. If you experience a significant delay, please reach out to our customer support.
What should I do if my estimated delivery date has passed, and I haven't received my package?
Here's what to do:
- Check the tracking information: You'll find your tracking number in your shipping confirmation email.
- Contact the carrier: They can often provide the most up-to-date information on your package's location.
- Reach out to us: If the above steps don't help, please contact our customer service team, and we'll be happy to assist you.
What if I receive the wrong item?
We apologize for any mix-up! Please contact our customer service immediately with your order number and details of the incorrect item. We'll work quickly to send the correct item and arrange the return of the wrong one.
What if my item arrives damaged?
While we take great care in packaging, damages can occasionally happen in transit. Please contact our customer service as soon as possible and include photos of the damaged item and packaging. We'll work with you to find a solution, whether that be a replacement or refund.
What if I'm not happy with my purchase?
We want you to love your costumes and dresses! Refer to our 14 dayReturn Policyfor instructions and timeframes on eligible returns. If you have any questions prior to initiating a return, please feel free to reach out to our customer service team.
My package tracking shows as "delivered", but I haven't received it. What should I do?
This can be frustrating! Here are a few steps to take:
- Check surroundings: Sometimes packages are left in discreet locations (porch, side door, etc.)
- Neighbors: Ask if a neighbor accidentally received your package.
- Carrier: Contact FedEx with your tracking number for detailed information.
- Contact us: If none of the above resolve the issue, reach out to our customer service.
My order is taking longer to arrive than expected. How can I get an update?
We understand that you're excited to receive your order! To get the latest status, please use the tracking link in your shipping confirmation email. You may also contact FedEx directl. For further assistance, don't hesitate to reach out to our customer service.