Hello costume lovers! At Family Halloween Store, we want your shopping experience to be as magical as finding the perfect vintage costume. While we carefully craft our policies to ensure your satisfaction, we understand that sometimes a costume might not be the right fit – literally or figuratively!
Our returns policy is designed to be as straightforward as our 1920’s flapper dresses and as reliable as our 1990’s grunge outfits. Read on to learn how our returns and exchanges process works.
Our Returns Policy
Return Window: You have 15 days from the date you receive your item to initiate a return or exchange.
Condition Requirements: Items must be unused, unworn, and in their original packaging with all tags attached.
Step-by-Step Returns Process
Step 1: Review Your Item
Before initiating a return, please ensure your item meets our return conditions. Check that:
- The costume or accessory is in its original condition
- All original packaging and tags are present
- You’re within the 15-day return window
Step 2: Contact Our Support Team
Email our friendly support team at [email protected] with the following information:
Returns Request Template
Subject: Return Request – Order #[Your Order Number]
Email Content:
Hello Family Halloween Store Team,
I would like to request a return/exchange for my recent order.
Order Number: [Your Order Number]
Item(s) to Return: [Product Name and Size]
Reason for Return: [Please specify – wrong size, changed mind, defective item, etc.]
Preferred Resolution: [Refund / Exchange for (specific product)]
Contact Information: [Your Name and Phone Number]
Thank you,
[Your Name]Step 3: Receive Return Instructions
Within 1-2 business days, our team will email you detailed return instructions including:
- Return shipping address
- Return authorization number
- Any special instructions for your specific items
Step 4: Ship Your Return
Package your item securely and ship it to the address provided. We recommend:
- Using a trackable shipping method
- Including the return authorization number on your package
- Keeping your shipping receipt until the process is complete
Step 5: Processing Your Return
Once we receive your return, we’ll inspect it within 3-5 business days and process accordingly:
- Refunds: Issued to your original payment method
- Exchanges: New items shipped once return is approved
Refund Timeline & Methods
Refund Processing Time: 5-7 business days after we receive and approve your return
Refund Methods:
- Credit/Debit Cards: Refunded to your original card (Visa, MasterCard, JCB)
- PayPal: Refunded to your PayPal account
Note: The time for the refund to appear in your account may vary depending on your financial institution.
Non-Returnable Items
To ensure the safety and quality of our products, certain items cannot be returned for hygiene reasons:
- Bald Caps (for obvious hygiene reasons)
- Base Makeup products
- Beard & Wig Sets that have been opened or tried on
- Boy’s Wigs that have been removed from packaging
- Any opened cosmetic or makeup items
These items may only be returned if they arrive defective and are reported within 48 hours of delivery.
Exchange Policy
We’re happy to exchange your item for a different size or style, subject to availability. Exchanges follow the same process as returns, with the following considerations:
- You’ll be responsible for any price differences in the exchanged item
- Shipping costs for exchanges are covered by us for defective items
- For size exchanges, you’ll need to cover return shipping unless the error was ours
Defective or Damaged Items
If your costume or accessory arrives damaged or defective, please contact us within 48 hours of delivery at [email protected] with photos of the issue. We’ll arrange a replacement or refund immediately, with no return shipping costs to you.
Need Help With Your Return?
Our friendly support team is here to help make your returns experience as smooth as a ghost’s glide through a haunted mansion!
Email: [email protected]
Address: Family Halloween Store, 2785 Mesa Drive, Las Vegas, US 89102
We typically respond within 1-2 business days.
From our family to yours – we’re committed to making every Halloween experience magical, from our vintage costumes to our customer service!