01245 327156
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Returns Policy

We do not presume the sale is complete unless you are completely satisfied

We have the advantage over pure online shops as we understand customer needs and know what type of costume will fit them. This is much harder over the internet as you cannot see or touch the article. We have to be your eyes. The costumes are taken from their packaging so we are able to check the quality of the costume. Costumes that do not come up to standard are removed from stock.

Our trained staff, all of whom work in the fancy dress shop, will be happy to double check measurements if you want them to. We would much rather spend some time with you establishing that the item is what you need than have it returned at a later date.

Do not hesitate to call on 01245 327156. or

We truly hope that you do not need to use our returns policy, however, as you are reading it, it seems like you do. We hope that even though you have a problem, you will give us the opportunity to fix it. It gives us a chance to show just how good our customer service is. To return part or all of your order just read the text below and follow the instructions.

If you decide that you do not want all or part of your order, you can return the unwanted items*. Refunds will be credited to the original payment method. We will process your refund, but depending on how you paid, and your bank, will depend on the time your money gets transferred back to your account.

* Please check to see if your item is suitable for return (see list of items that we are unable to accept returns for).

If you want to cancel an order and it has not been shipped, you will be given a Full Money Back refund, including postage costs (if any).

If you want to cancel an order that has already been shipped, you will be given a Full Money Back refund once the items have been returned to us, minus the upgraded shipping costs. Goods must be in an unopened condition and returned to us within *7 days of the date it was received. Goods returned unopened within 28 days will be given an exchange, replacement or credit note. Please note: If the item is not faulty and you want to exchange, maybe for another size as an example, you will be charged the carriage again.

* 7 working days is from the day the item has been received by yourself or your agent.

If you upgrade your shipping from our economy service shipping option, this is not refundable if you decide to return the item(s) to us.

We recommend that any item sent back to us is sent by a recorded method. This means you will be able to see when we have received the item. If an item is not sent back by a recorded method and it is lost en route we will be unable to offer any form of compensation. Shipping costs back to us are to be borne by the customer.

Bulk, or 'special' orders also do not come under our general Returns/ Refund Policy. These items will be subject to a 50% re-stockinng fee.

Please contact us on 01245 327156 for a return reference number. No goods will be accepted without this reference.
Monday - Tuesday Appointments only
Wednesday-Thursday 10.00am - 8.00pm.
Friday 10.00am - 6.00pm.
Saturday 10.00am - 5.00pm
Sunday Closed
or

If the costume or accessory has been tried on, and does not fit for example, as long as the item is returned with the packaging undamaged and the item in a re-saleable condition, a full refund, minus the postage (within 7 days) or, exchange, replacement or credit note, minus the postage, (within 28 days) will apply. Should an item be returned after 28 days from receipt, we will have no obligation to refund and/or return the item to you.

If an item is faulty, inform our customer service team as soon as you can (within 7 days). We will refund or exchange it for you. The item must be returned to us so it can be inspected. Props n Frocks Limited regrets that due to failed promises, a replacement item will only be sent out once the faulty one has been returned. Faulty goods must be returned with all their packaging as we will need to send this back to the manufacturer.

If an item has been returned without a returns reference number, has been used, cleaned, smells of smoke, body odour or perfume, has make up marks or without its full packaging, a refund will not be issued.

Items that we are unable to accept as a return

Sale items

Due to hygiene reasons, make up, eyelashes, tights, socks, stockings, teeth, cigarette holders, pipes, cigars, cigarettes, lenses, wigs and masks (and any other item that is not on this list but has close contact with your body) cannot be refunded. Please Note: Some costumes include a wig, if the wig packaging has been opened a refund will not be issued. Refunds will not be issued if a fault has been caused by fair wear and tear, negligence, willful damage, misuse, alteration or repair. Some of our products are packaged in sealed packaging and we cannot refund these items if the packaging has been opened. Please see individual item descriptions.

Any items that we receive which are outside of this returns policy will be classed as 'in dispute'. 'In dispute' items will not be refunded or exchanged, a reason will be stated. We can ship 'In Dispute' items to you, at a cost to you. Items will be destroyed 2 months from their receipt back to us.

A refund, exchange or credit note will be authorised once the returned goods are inspected. You will be kept informed at all stages.

What you'll be asked when you contact us to return an item

  1. Your Name
  2. The order number
  3. Your postcode
  4. The reason for returning
  5. If the item has been worn
  6. If you would prefer a refund or exchange/credit note.

You will be given a return authorisation reference number. Please put this reference number clearly on the package. Failure to do so will delay the refund being processed.

If you are returning a package please use registered post or obtain a certificate of posting for your own protection. We cannot be held responsible for returned items that are not delivered back to us.

Please address returns to:

Returns Department (put your return reference code in brackets)
Props & Frocks
Rectory Lane
Battlesbridge
Wickford
Essex
SS11 7QR

All products sold via mail order are covered by the Distance Selling Act, this does not include business to business transactions. Good sold via our retail shop cannot be refunded, an exchange or credit note will be issued.

This does not affect your statutory rights as a consumer.