Customer Service

Please first check that your product meets the conditions specified in our return policy.

You must follow these steps to request a refund:

• Enter your user account: Sign in with your user details in the section you will find in the top right corner of the website. In the “Returns” section you will see the purchased products that you can return and the refund status or already made product changes.

  Sometimes your products may not appear in this section and you cannot return them until 12/24 hours have passed since the delivery date. The reason for this delay is that a short period of time is required by the system to record the carrier data indicating the order has been delivered.

• Select the products to return: You must select the products you want to return and specify a reason (only if you want, but it will help us a lot).

• Prepare your package and complete the delivery note: Correctly package your return, including the printed and completed delivery note that you received via email with the confirmation of your order. You must organise the delivery with the delivery company of your choice and return your package appropriately packed within 14 calendar days. A tracking number will be required when the shipment is sent by your own means. We will not be responsible if the package is not received at our warehouse.

  Please note that the return MUST be registered in your user account before you send the parcel. If not, this may result in the refund being void.

  From the moment you register your return via the webpage, you will receive a confirmation email with the instructions to follow to send us the products and receive the refund.

  Remember to fill in the delivery note received by email with the shipping confirmation of your order. It is essential to keep the shipping receipt with the address of our facilities and the parcel tracking number.

• Get your refund: As soon as we receive the returned products, we will start the refund process. If you paid by credit card or PayPal, the refund will be charged directly to the card or PayPal account. Please note that the shipping costs, of an order that has reached you, will only be refunded if the full order (i.e. all its products) is returned. The information only applies to standard shipping. For DHL Express, only standard shipping costs will be refunded.

If you want to change the size of the costume you have received, just follow the steps listed below and place a new order with the correct size. That means first you have to request a refund of the current order and then place a new order with the correct size.