Customer Service

Please, first of all, 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).

• Choose the return option: You can either print a convenient return label and leave the package at your nearest Collection Point, or send the package independently. If you send a return by your own means, you have to pay for sending the parcel ahead (advance payment). Remember that shipping costs and customs costs are covered by the customer.

• 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. If you use one of our return labels, glue it visibly to the top of the box and take your package to your nearest Collection Point. In the case of sending the package back independently, you must liaise with the delivery company of your choice and return your package appropriately packed to the address that we indicate in your user account. Please keep your postal receipt and tracking number as it may be needed to provide proof of return. We will not be held responsible if the package is not received in our warehouse.

  From the moment you register your return in 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.

• Get your refund: As soon as we receive your return, we will check the status of the returned product(s). If everything goes smoothly, we will proceed with the refund. We will refund you via the same payment method you used for the purchase. 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  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 before 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.