FAQ

SIZING

How do I determine the correct size for me?
A size chart is available on almost every product page. Check your measurements against those offered by the manufacturer. If in doubt, it is usually best to order the larger size.

Can I return a garment if it does not fit?
Yes, we will happily exchange your garment(s). Please read through our return policy on our procedures and policies page to make sure you are eligible for an exchange.

How do I send back the garment(s) I want to exchange?
All exchanged garments require notification to Adult Costume Shop first. Once you have informed us that you wish to exchange your garment, you must return the item to us within 7 days of the date received. Costumes must also be returned within our 7 day timeframe or they will not be accepted and will be returned back to you at your expense.


You should return the item through a traceable shipping method to the correct address. If you return the item without the ability to track the delivery and we don't receive the item, we will not be responsible for exchanging the order.

Where do I send my item for exchange to?
B & CA Online Retailing, PO Box 2188, Greenhills NSW 2323.
 
Can I change my order?
This will depend on the timeframe from the placement of the order and how far it has progressed. Please phone us so that we may assist you and determine the best possible outcome.

Can I cancel my order?
Our goal is to ship orders as soon as possible so our system is set up to process your order quickly. If your garment has not yet been sent, you may cancel your order within 5 days of purchase, a $35 administration fee will apply. Cancellations will not be accepted after 5 days. Cancellations must be in writing and must clearly stipulate that a cancellation is required. If the costume has already been sent, a cancellation is not allowed.

My costume is different from the picture, why?
Costume styles can change without notice due to a change in the manufacturer's production. These changes, no matter how slight, are beyond our control. We apologize for any inconvenience.

Due to differences in monitor set ups, colours may sometimes vary on the products shown. If you have any questions please don’t hesitate to contact us.

PAYMENT

What type of payment methods does Adult Costume Shop accept?
We accept MasterCard, Visa, PayPal, Bank Transfer, Money Orders or Bank Cheques. We do not accept gift cards, personal cheques, or cash. Local customers can on occasion make special arrangements to pay by cash.

I'm not comfortable buying online. Can I buy from Adult Costume Shop in a different way?
Of course! Rest assured that we take every precaution to protect your privacy when shopping online. However we want your shopping experience to be easy and comfortable, so if you prefer not to order an item online, call us directly on 02 49337742 to place an order. Make sure that you know the Item No of the items you wish to purchase and have your credit card details ready. We are available for phone orders Monday to Friday 8.30am - 6pm, Sat 12.30pm - 4.30pm.

How do I check pricing and availability?
Each product page on our website displays the most current information available regarding price and stock. If a product page does not stipulate that the garment you are after is in stock, then it is not currently in stock. Please phone us to confirm when shipment might be available.

PRICING & BILLING

I have a question on my charges.
Please contact us if you have any questions regarding your order.

I need a copy of my invoice receipt.
If your invoice receipt has not been received, please contact us to have one sent directly to you.

POSTAGE & SHIPPING

Does Adult Costume Shop ship internationally?
No, we only ship retail packages within Australia.

What is the cost to ship my order?
All orders incurr a fee of $14.95 no matter the size of the order. Getting together with friends and placing one order makes a good saving on shipment costs.

How will my order be sent?
All orders are sent by express post within the Australia Postal System.

If no one is present to collect the parcel from the delivery courier, a card will be left and the parcel taken to the nearest Australia Post outlet. If you would like the parcel left in your absence, you can specify these directions in the Special Delivery Instructions box at the checkout. (For instance, " please leave on front veranda if not at home").   

Please note: if you elect to have the parcel left in your absence, we cannot bear responsibility if your parcel is lost, and no responsibility will be taken.

Supplying the correct delivery address is the responsibility of the customer. Should the parcel be rejected and returned to us, it is the customers responsibility to pay further postage costs to have the parcel shipped again.

Parcels not accepted by the customer and returned unopened will be deemed a credit voucher for the amount of the costume(s) within and will expire after 15 days.

Can I have my garment(s) sent to another address?
Yes, you may purchase an item from our website and have it shipped to another address that is different from the billing address.

If I place my order today, when will it be sent?
If your item is in stock it will be sent on the day of order or the next business day, depending on the time the order was placed.

HOW DO I SHOP

You may view the products in 6 different formatts, so choose whichever is easiest for viewing for you.

How do I add to the shopping cart?
Each product page has a box titled "Add to Cart", click on this to add the item to the shopping cart.

How do I know my item has been added to the shopping cart?
Once you have clicked on the "Add to Cart" button to place the item in your shopping cart, your page will refresh and the item will be added to your cart. You can see 'My Cart' in the top menu navigation bar on the right hand side. Your items will be listed in the basket, you can also edit them further from there.

How do I get to the checkout?
You can either click on the 'My Cart' link in the top navigation menu or
You can click on the 'Checkout' box which is now present on the product page under the 'Add to Cart' box

How do I edit my items in the checkout?
There is a Remove Item cross (x) which can be clicked on to remove an item.
You may change the Qty number and then press the Update box below the order information.

ORDER STATUS

How do I know my order has been received?
Once an order has been received, you will receive an order confirmation email to the address you entered during the sites secure checkout. Please note: A valid email address is required for order confirmation email and tracking number to be received. If you do not receive a confirmation email then either of these situations may have occurred:-

You may have typed in the wrong email
Yahoo, AOL and Hotmail spam filters may block our confirmation emails if set too high.

How do I track my order? Has it been shipped?
When your item is shipped Adult Costume Shop will send you a confirmation email with tracking details. You can check the status of your order by typing the tracking no into the following url.
 
http://auspost.com.au/track/

My order never arrived.
Please check the tracking status at Australia Post - http://auspost.com.au/track/   Contact us if you need more assistance.

An item is missing from my shipment.
Please contact us if your order is incomplete or incorrect.

PRODUCT

How do I use the search tool?
The search tool works like a browser search. So what this means is that if you are looking for only the words "fairy costume" you should use " " marks. If you are looking for anything containing the word fairy and the word costume then you would type fairy costume (no quotation).

How do I find a product that I am looking for?
Browse through the costume shops categories.
Use the search tool to find the item through keywords.
Use the Shop by Brand/Price or Size Box on the homepage.

If a costume size is not in stock, how long before it is available?
Please email us or give us a call and we can try to find out for you.

CONTACT

How do I contact you?
Phone 02 49337742 and a customer service rep will answer your call. Or email us at enquires @ adultcostumeshop.com.au. Our business hours are 9.00am - 5pm Mon-Fri, Closed Saturday, Sundays and public holidays.

Do you have a showroom or retail outlet that we can visit ?
No, we are 100%, totally online. We do not have a showroom or shop - sales are only available through our website or by phone orders.
If our phone is unattended, please leave a message so we can return your call.

Do You Supply Catalogues?
No we don't. Unfortunately the cost is to high.

Do You Hire Costumes?
No, at Adult Costume Shop we only sell costumes. We do not hire.