Frequently Asked Questions

We replenish stock as quickly as possible. As some items may take longer to come back into stock than others, please contact our customer service team for an accurate restocking time frame.

Like fashion brands, each costume brand can fit a little differently. To help you with sizing, we have a very extensive range of size charts specific to every supplier for each of our costumes. The size charts are a clickable link on the costume pages. We recommend comparing actual measurements, rather than size, as this is the most accurate way to find a size that will be just right for you. In some of our product descriptions, we also provide measurements and additional information for each costume.

Currently our only made to order items are mascots, which are available to purchase online. If you're looking for something specific, please contact our customer service team and we can help find what you're looking for.

Due to postage costs we don't offer one-off special orders, however if you're wanting to place a bulk order for multiple items please contact us and we will liaise with our buying team and see if this is possible.

We are unable to put items on hold. As popular styles sell out quickly we recommend placing your orders ASAP.

A detailed list of what's included with each costume is on each product page. This can be viewed by clicking on the 'product information' tab.

Our costumes are labelled as either Bronze, Sliver, Gold or Platinum standard. Some costumes are intended to be simple one-wear outfits to get the look at a low price, while others are finely constructed collector's editions for the true aficionado!

If your order is in the process of being packed sadly we are unable to make any changes. If this is the case our customer service team will do their best to liaise with the courier to have your address amended.

All prices include Australian GST. Or, if your shipping address is in New Zealand, prices include New Zealand tax.

CostumeBox.com.au is a secure encrypted site and PCI compliant, so it's always to safe to purchase with us - you can check this by viewing the lock logo in the address bar.

CostumeBox will consider price matching online only merchants in Australia if the product is identical and in stock. For further information on price matching please contact our customer service team.

All orders receive an instant confirmation email once processed. If you're yet to receive this please check your junk/spam folder, if you're still unable to find it please contact our customer service team and we can resend the email.

Please contact our customer service team with your order number and we'll be happy to apply the discount to your valid order.

We are sorry to hear you're having trouble with our website. We recommend refreshing your page/clearing your history and trying again. If this doesn't work, please contact us on 02 8105 5041 or via live chat.

Due to the fast turnaround time in our warehouse we are sadly unable to remove an item from an order. Should you no longer wish to keep an item please return it back to us for a refund using our free returns.

Due to the fast turnaround time in our warehouse we are unfortunately unable to add to an order once it has been placed.

Once an order has been placed we are sadly unable to cancel it. Our warehouse is largely automated and orders are processed immediately after being placed. Should you no longer wish to keep your order you are welcome to return it back to us for a refund using our free returns.

Unfortunately we are unable to ship two separate orders together.

We do not send any paper invoices with your order. You will receive an invoice confirmation email at the time of purchase.

Make sure all items in your cart are valid discount items (discount codes do not apply to sale items) and that you are entering the code in the 'discount code' section at the checkout. For further help please contact customer service.

We accept Mastercard, Visa, Amex, PayPal, Klarna, AfterPay and ZipPay.

Yes! Bulk discounts start for orders $2000 and over. If you're wanting to place a large order, please contact our customer service team and we will send you a discount code.

You'll receive an email notification once your order has been shipped. Tracking information will then be sent via SMS and email.

Orders sent via our express or standard service can be sent to a PO Box, however please note our international and same day couriers are unable to deliver to a PO Box or similar.

We sure do! Please visit our delivery page here for prices and details.

All parcels have an Authority to Leave so as long as the driver thinks it's safe to do so, they'll leave your parcel at the door or another nominated spot. Please note our international courier does require a signature on delivery.

Orders placed with Express and Standard delivery can be delivered any time during business hours. Sadly we are unable to specify a delivery time with the couriers.

CostumeBox is purely based online but we do offer express delivery Australia wide and an express courier service within Sydney so you can receive your order ASAP.

Orders that are returned to us by the couriers will automatically be refunded. If you would like to place a new order on our website, please do so at anytime and make sure your address is entered correctly to ensure a quick and easy delivery.

CostumeBox is purely based online but we do offer express delivery Australia wide and an express courier service within Sydney so you can receive your order ASAP.

Please find detailed shipping times on our Shipping page here.

Returning an item is easy with our free returns. Please visit our returns page here to book in your return.

If you have received a damaged or faulty product, we are happy to fix it for you as quickly as possible. Please contact our Customer Service Team on 02 8105 5041 or online so we can send you a replacement item right away and make arrangements to get the faulty product back to us.

The way we do exchanges is by having you place a new order for the size/item you'd prefer, and returning the original back to us for a full refund. You can book in your free return here.

You can absolutely try on your costume. Please keep all original packaging and be sure to keep the garment in original condition. Please note that hosiery and certain other items cannot be tried on and returned. See our returns page here for more information.

You can choose between a refund or 110% store credit. Simple choose which you would prefer when submitting your return.

Yes, you can return sale items unless stated otherwise (subject to the Australia Consumer Law). We will always let you know when a particular sale or promotion excludes returns.

Items marked as 'Final Sale' cannot be returned for change of mind.

Due to hygiene reasons we are unable to accept the following if they have been opened: hosiery and undergarments, prosthetics, contact lenses, eyelashes, fangs, fake teeth, cosmetics, faux beards and moustaches, and inflatable items.

Some product exclusions apply to our change of mind policy. The exclusion will be noted on the relevant product page on our website.

See our returns page here for more information.

Return parcels can take 2-10 business days to reach us. Once your return has been received at our warehouse, your return request will be processed within 5-10 business days. Our returns team will notify you by email once your return has been processed. See our returns page here for more information.

Returns are processed back into the account you purchased with.
Credit Card or PayPal: Your refund will be credited to you through the card you purchased with.

Gift Voucher/Store Credit: Your refund amount will be issued in the form of a new voucher or credit.

AfterPay: If you are returning your entire order and already have made one or more payments, the total will be refunded to your debit/ credit card. If you are returning only part of your order, the refund amount will be deducted from your final instalment. Read more about AfterPay here.

Klarna: If you are returning your entire order and already have made one or more payments, the total will be refunded to your debit/ credit card. If you are returning only part of your order, the refund amount will be deducted from your final instalment. Read more about Klarna here.

Zip Pay: If you are returning your entire order, any instalments paid will be refunded and existing payments will be cancelled. If you have returned only part of your order, your refund will be determined based on the amount you've already paid towards the item. Read more about Zip Pay here.

Yes we do, please send the items back with a courier of your choice, we recommend using a trackable service. Our free returns is only for Australian customers. Click here to start your return.

You can log into your account by clicking on the person icon at the top right of the page.

You can create an account by clicking on the person icon at the top right of the page and filling in your details in the 'create new account' section.

You can reset your password by clicking 'forgot my password' when logging in.

CostumeBox Rewards are a way for you to earn points on every order to redeem against future orders for Money Off, Free Express Post, Free Gifts, and more. You can read all about it here.

You can use our self-exclusion form found here.