At Hidden Identity Costumes Store, we want your transformation experience to be as magical as the costumes themselves. While we strive to ensure every item meets your expectations, we understand that sometimes a return or exchange is necessary. Our policy is designed to make this process as smooth as possible.
Quick Summary: You have 15 days from the delivery date to return items for a refund or exchange. Most items are returnable, with some exceptions for hygiene and specialty products.
Return & Exchange Timeframe
We accept returns and exchanges within 15 days of your receipt of items. Please note that shipping times vary depending on your location and selected shipping method.
Eligibility Conditions
To be eligible for a return or exchange, your item must be:
- In original condition with tags attached
- Unworn, unwashed, and unused
- In original packaging with all accessories included
- Accompanied by the original receipt or proof of purchase
Non-Returnable Items
Due to hygiene and specialty nature, the following items cannot be returned or exchanged:
- Afro Wigs & Bob Wigs (all hair products for hygiene reasons)
- Beards (facial hair accessories)
- Body Glitter (cosmetic products)
- 3D FX Transfer Tattoos (skin application products)
- Body Parts (specialty costume pieces that contact skin)
- Any opened or used novelty items
Return Process Step-by-Step
Submit Return Request
Email us at [email protected] with your return request using the template below. Include your order number and reason for return.
Receive Authorization
We’ll respond within 2 business days with a Return Authorization Number and shipping instructions. Do not ship items without this authorization.
Package Your Items
Securely package the items in their original packaging with all tags attached. Include a copy of your receipt or order confirmation.
Ship to Our Address
Ship your return to:
Hidden Identity Costumes Store
92 Cassinia Street
COOLAC, AU 2727
Australia
Please note: Return shipping costs are the responsibility of the customer unless the return is due to our error.
Processing & Refund
Once we receive and inspect your return (typically within 5-7 business days of receipt), we’ll process your refund or exchange.
Return Request Email Template
Subject: Return Request – Order #[Your Order Number]
Dear Hidden Identity Costumes Store Team,
I would like to request a return/exchange for my recent order.
Order Number: [Your Order Number]
Order Date: [Date of Purchase]
Items to Return/Exchange: [List items with quantities]
Reason for Return/Exchange: [Please specify – wrong size, defective, changed mind, etc.]
Preferred Resolution: [Refund / Exchange for (specific product)]
Please provide return instructions and authorization.
Thank you,
[Your Full Name] [Your Email Address] [Your Phone Number]Refund Information
Once your return is approved, refunds will be processed to your original payment method:
- Credit/Debit Cards (Visa, MasterCard, JCB): 5-10 business days after processing
- PayPal: 3-5 business days after processing
Please note that shipping costs are non-refundable unless the return is due to our error.
Exchanges
For exchanges:
- We’ll ship the replacement item once we receive your return
- If the exchange item costs more, you’ll need to pay the difference
- If the exchange item costs less, we’ll refund the difference
- Exchanges are subject to product availability
Damaged or Defective Items
If you receive a damaged or defective item, contact us immediately at [email protected] with photos of the damage. We’ll arrange a replacement at no additional cost to you, including covering return shipping.
Questions?
We’re here to help with your costume transformation journey! Contact our customer service team:
Email: [email protected]
Response Time: Within 2 business days
Thank you for choosing Hidden Identity Costumes Store for your transformation needs!
Keep creating unforgettable memories with Hidden Identity Costumes Store!
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