Returns and Refunds


Cancellations, Returns and Refunds, Returns are only accepted if the customer communicated in written format within 15 days of (estimated) arrival of the purchase. The desired return can be noted via Returns are expected to arrive back at Custom Costumes within 15 days of returned shipping unless otherwise agreed upon. If the return is warranted by all accounts, the original purchase shall be fully refunded by Custom Costumes unless otherwise agreed upon. The customer will always send an email regarding the desired return and refund before shipping. The customer will be held responsible for all costs regarding the return should the return not be warranted and all obligations mentioned in this document be adhered to.  Custom Orders cannot be returned or traded. We only replace items if they are defective or damaged upon arrival of the product. If you need to exchange it for the same item, send us an email. Buyer is always responsible for the shipping costs to and back from Custom Costumes. Any outside modifications (that have not already been given permission to by Custom Costumes) voids the warranty and any adjustments/repair thereafter will require payment. This warranty will NOT cover natural wear and tear, self-inflicted damage, damage by third parties, and wrong information given by the customer. Only regular priced items may be refunded. Sale items cannot be refunded. Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Several types of goods are exempt from being returned. We do not accept products that are for intimate use like our After Dark upgraded items or plugs. Additional non-returnable items: Gift cards and Downloadable/digital/non physical products such as Rush Order Upgrades. To complete your return, we require a receipt or proof of purchase. There are certain situations where only partial or no refunds are granted:
  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
  • Any item that is returned more than 30 days after delivery
Cancelling an order is not possible after 5 business days of purchasing. If this were to happen after all, the client will forfeit all rights and claims to the product after all legal obligations have been taken care of, and leave it with Custom Costumes. Custom Costumes then gets the right to sell, remake or refurbish the product as they see fit. This will include a direct sale of the item to another buyer. Custom Costumes does not have to, but will attempt to, make the product different then your character. The client will forgo all rights and claims to the item so cannot complain about this product’s existence with and to another buyer. We hold the right to refuse and refund at our own choice.


Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. Late or missing refunds If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at

Shipping returns

To return your product, you should mail your product to the physical address given upon confirming the return. You will be responsible for paying for your own shipping costs for returning your item. Depending on where you live, the time it may take for your exchanged product to reach you may vary. If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Need help?

Contact us at for questions related to refunds and returns.