RETURNS
We are happy to accept returns on the following conditions:
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Returns are only granted with proof of purchase.
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All items and costumes returned must be postmarked within 14 days of receipt of the order.
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If you return your items after 14 days, there will be a 15% restocking fee.
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The product is in original condition including the original packaging.
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The product has not been worn, used or washed.
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All original labels are attached.
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It is not a Non Returnable Item.* (see below)
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Any costumes received outside of the 14 day period will be awarded a credit note only.
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Postage to return the items is covered by the customer.
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Shipping charges are not refundable.
*Non Returnable Items:
For Hygiene reasons we do not offer exchange or refund on the following unless the item is faulty, significantly different from what was shown to you or not doing what it is supposed to do.
If you are unsure about the eligibility of your returning item, Please call us on (03)9489 2717 or contact us here before sending it.
Masquerade Australia Pty Ltd reserves the right to refuse a return if the returned items do not meet criteria listed above. Refused items will be posted back at the customers expense with no refund for the item.
We recommend sending returns via registered post as any lost items in postal transit are the customer's responsibility.
If you need to return all or part of your order, You will need to obtain an autorisation code first. Please email us here or call us on (03) 9489 2717
We recommend sending returns via registered post as any lost items in postal transit are the customer's responsibility.
Ooops! Wrong size...
We understand that mistakes can be made when ordering. Yes, you are welcome to exchange the same costume for a different size. If you need to exchange, Please contact us first to obtain an authorization code. You will also be responsible for all shipping fees (shipping it back to us and shipping the new costume out).
The costume or item must be returned in pristine condition with all its parts, plus the original undamaged packaging in order to receive credit.
(Note: Your item(s) must be postmarked within 14 days from the day you receive it. If you return your item(s) to us after 14 days, you will be charged a 15% restocking fee, which will be deducted from the amount credited for the exchange.)
Customer Service
If you have any queries or issues with your order please contact us as follows:
Phone number (03) 9489 2717 or email returns@masquerade.com.au
Our Customer Service Centre is open Monday - Friday 9am-4pm.