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Previous PageReturns Policy
Can I Return My Order?
Almost all our products are backed by our No Quibbles Return Guarantee. We offer thousands of products, most of which can be returned within 7 days from Delivery Date. Refunds are for the cost of the merchandise only and do NOT include postage and handling charges.
Any return received with missing items or without the original packaging will not be credited. There is a minimum 15% restocking fee, if more than 5 of one item is ordered and subsequently returned.
Why 7 days?
Due to the often one-time wear nature of some costumes, many costume companies will not let you return costumes at all. We allow a full 7 days for you to try on the costume and check that you have made the right choice. You may initiate a return at anytime during this initial 7 days providing the costume is unworn (aside from being tried on of course!) and in its original undamaged packaging.
My Costume Is Different From The Picture, Why?
Please note: costume styles are subject to change without notice, due to the manufacturers production. These changes, no matter how slight, are beyond our control. We apologise for any inconvenience this may cause. The manufacturers do not always notify us of these variations. We will reflect any changes to the costumes in the website descriptions and images as soon as we become aware of them. Thank you for your understanding with this issue.
I Need a Different Size, What Should I Do?
If you need a different size or costume, you must place a new order for the needed replacement item(s) immediately, and return the item(s) you have already received. This is necessary as the desired item may be out of stock by the time we receive your return, and it will ensure the fastest delivery of your replacement item(s). All appropriate policies apply to all returned items. Refunds are for the cost of the merchandise only, not including postage and handling.
How Do I Initiate The Return Of An Order?
This can be done automatically on our website via your member account (if you have one).
If you purchased as a guest you can email us : despatch@thatsmine.com.au
To initiate a return online follow these steps:
How Do I Request a Return?
If you choose you can email us about your return : despatch@thatsmine.com.au
Please provide the following information:
* Your e-mail address
* Your order number
* A brief description of the problem
* Any item damaged or shortage, if applicable
All requests will receive an email confirmation. If you do not receive an email confirmation, it's likely the security on your computer is blocking our email. Please put the address you request the return on in your email address book.
How Do I Then Return My Order?
When we receive the request at head office, and if eligible, we will approve it and send you an email authorisation with your Return ID number. You can print out a Return Address Label with this ID number on it from your member account on the website, or one will be attached to the return authorisation email. Alternatively write our address clearly on the return parcel. The Return ID must also be written clearly on the outside of the box/package.
Please note:
You can register your return by going into the post office and requesting a registered post receipt. Australia Post charges $2.60 for this service. This will also insure your parcel for up to $100. For parcels with a value over $100, you can elect to pay Australia Post an extra $1.25 (per additional $100).
If you choose not to use registered post to return your parcel, we cannot accept responsibility if the parcel does not reach us. We will however, process your return if and when the parcel is found.
How long does it take to process a return?
Returns are generally processed within a week of us receiving the product. During the Halloween and Christmas season (October to the end of December) this process may take longer.
What Items Are Not Returnable?
The following items are NEVER returnable:
If you have any questions about the guidelines for a specific product, please contact Customer Care.
Please Note: None of these terms and conditions affect your statutory rights as a consumer under the Australian Trade Practices Act.
Almost all our products are backed by our No Quibbles Return Guarantee. We offer thousands of products, most of which can be returned within 7 days from Delivery Date. Refunds are for the cost of the merchandise only and do NOT include postage and handling charges.
Any return received with missing items or without the original packaging will not be credited. There is a minimum 15% restocking fee, if more than 5 of one item is ordered and subsequently returned.
Why 7 days?
Due to the often one-time wear nature of some costumes, many costume companies will not let you return costumes at all. We allow a full 7 days for you to try on the costume and check that you have made the right choice. You may initiate a return at anytime during this initial 7 days providing the costume is unworn (aside from being tried on of course!) and in its original undamaged packaging.
My Costume Is Different From The Picture, Why?
Please note: costume styles are subject to change without notice, due to the manufacturers production. These changes, no matter how slight, are beyond our control. We apologise for any inconvenience this may cause. The manufacturers do not always notify us of these variations. We will reflect any changes to the costumes in the website descriptions and images as soon as we become aware of them. Thank you for your understanding with this issue.
I Need a Different Size, What Should I Do?
If you need a different size or costume, you must place a new order for the needed replacement item(s) immediately, and return the item(s) you have already received. This is necessary as the desired item may be out of stock by the time we receive your return, and it will ensure the fastest delivery of your replacement item(s). All appropriate policies apply to all returned items. Refunds are for the cost of the merchandise only, not including postage and handling.
How Do I Initiate The Return Of An Order?
This can be done automatically on our website via your member account (if you have one).
If you purchased as a guest you can email us : despatch@thatsmine.com.au
To initiate a return online follow these steps:
- Access your member account online at https://www.costumebox.com.au by clicking on the members login button at the top right of the homepage. Login to your account; a list of options should appear. If you don't see these options simply re-click on the members login button. Choose 'Order History' from the menu, search for your order and then click on the Order ID number of the order you wish to return all, or part of.
- If the order is returnable (i.e. the order was made less than 7 days ago) there will be a Create Return button at the top left of the invoice.
- Click on this button, which will take you to the 'Create Return Request' box.
- Click in the checkbox next to the item(s) you wish to return
- Choose the quantity (if applicable) of item(s) you wish to return.
- Select the reason for the return from the drop down box
- Add any comments in the comments box provided, then click the "Submit" button.
How Do I Request a Return?
If you choose you can email us about your return : despatch@thatsmine.com.au
Please provide the following information:
* Your e-mail address
* Your order number
* A brief description of the problem
* Any item damaged or shortage, if applicable
All requests will receive an email confirmation. If you do not receive an email confirmation, it's likely the security on your computer is blocking our email. Please put the address you request the return on in your email address book.
How Do I Then Return My Order?
When we receive the request at head office, and if eligible, we will approve it and send you an email authorisation with your Return ID number. You can print out a Return Address Label with this ID number on it from your member account on the website, or one will be attached to the return authorisation email. Alternatively write our address clearly on the return parcel. The Return ID must also be written clearly on the outside of the box/package.
Please note:
- Return must be received within 7 days of the Return ID being granted.
- All item(s) should be returned via registered post for your protection.
You can register your return by going into the post office and requesting a registered post receipt. Australia Post charges $2.60 for this service. This will also insure your parcel for up to $100. For parcels with a value over $100, you can elect to pay Australia Post an extra $1.25 (per additional $100).
If you choose not to use registered post to return your parcel, we cannot accept responsibility if the parcel does not reach us. We will however, process your return if and when the parcel is found.
How long does it take to process a return?
Returns are generally processed within a week of us receiving the product. During the Halloween and Christmas season (October to the end of December) this process may take longer.
What Items Are Not Returnable?
The following items are NEVER returnable:
- Special Ordered Items - including all Mascots.
- The following items are ONLY returnable if they are in their unopened, original packaging.
- Items must not have been worn, used or altered in any way.
- Undergarments
- Socks and stockings
- Eye lashes
- Wigs, beards, facial hair or any other artificial hair (Must be returned in the unopened and sealed package)
- Prosthetics, fangs or any other fake teeth (Must be returned in the unopened and sealed package)
- Cosmetics (Must be in original unopened and factory sealed package)
- Any item that has been worn, used or altered
- There is a minimum 15% restocking fee, if more than 5 of one item is ordered and subsequently returned.
If you have any questions about the guidelines for a specific product, please contact Customer Care.
Please Note: None of these terms and conditions affect your statutory rights as a consumer under the Australian Trade Practices Act.
