Returns Policy
Returns
* Instructions for returning goods
To arrange a return you will need to EMAIL us at returns@wowfancydress.co.uk
State your:
Order Reference Number
Reason for Return: Too Big / Small / Faulty
If the item is faulty please state where the fault is located
Upon reciept of your EMAIL we will then process the returns authorisation number and return instructions will be mailed back to you. Check your JUNK MAIL folder as mail can often land there.
PLEASE ENSURE THAT YOU HAVE READ THE RETURNS INSTRUCTIONS AND TERMS CAREFULLY
Sales Staff will be unable to help you with these areas and will simply direct you to this page.
PLEASE NOTE: IT MAY TAKE UP TO 14 DAYS FOR YOUR REFUND TO BE PROCESSED FROM THE DATE YOUR PARCEL IS RECEIVED AT THE WAREHOUSE.
We will refund up to 70% of the purchase price (excluding shipping) or 100% if you would prefer a credit note against a future purchase.
If an authorisation number is not included with ANY returned item we will not process the return. The parcel will be held in the warehouse for 60 days and can be mailed back to you upon request and at a charge of £3.95 for shipping. After this time has expired it will be destroyed.
Items must be returned with all of the packaging intact and in a resellable conditon.
All enquiries about returned items require you have the:
1. Tracking Number (Issued by Royal Mail)
2. Returns Auth Number (Issued by us)
Without this information our staff will not be able to help you with your enquiry.
Please note that if you fail to collect your parcel or our courier has to return the parcel to us for any reason we will charge the return fee against your refund balance. This can be in excess of £12.00 (up to a maximum of £15.00)
Our staff will NEVER advise you to send a parcel back by courier nor refuse a courier delivered parcel. It is important that you follow the Returns Policy to avoid unneccesary charges.
NOTE: WoW Fancy Dress closes for calls at 2.30pm and all calls are directed to our friends at Wonderland Stores who can help with size information or general enquiries. They cannot help with any account or shipping information and operate this service as a courtesy to us. WoW Fancy Dress staff can be contacted between 9am - 2.30pm Monday to Friday.
May we please ask you to additionally note:
* Liability We shall be under no liability in respect of any defect arising from fair wear and tear, negligence, abnormal working conditions, willful damage, misuse or alteration or repair of the ordered goods without our approval.
* Disputed items. Any returned goods that we receive which are outside of this Returns Policy will be defined as 'Disputed'. Such Dispute items will not be refunded or exchanged and a reason for this decision will be provided. We are happy to re-ship such Dispute items back to you at a cost to yourself; otherwise they will be destroyed within 91 calendar days from their receipt back to us.
* Late Delivery If the order arrives too late for your party, you can return them in the normal way and if we are at fault, we will refund all postage costs. Howver if you select a Non-Guaranteed service that does not arrive within our suggested time frame (as given to use by our Royal Mail / Interlink) we are not liable for the postage costs.
A reason why we may not be at fault is that you have selected to use first class post, or another non-guaranteed option when you should have used Next Day/ 48 Hour or another guaranteed delivery.
If you are returning a package you must use registered post. Registered post will insure your parcel up to the value of £32.00 and will give proof of delivery online.
This does not affect your statutory rights as a consumer.
The guidelines set out here must be followed to ensure a prompt refeund upon return of any item. Failiure to comply with these terms may result in a delay of your refund or the items being returned back to you at your expense.
You can view full details of your rights as a consumer by following these links
* Send your unopened returns within 7 days of your received date we'll give you a refund of 70% of the product order value excluding postage so long as our terms of return are met in full.
* Unopened returns within 8-14 days of your received date we'll give you a credit note to the value of the costumes/items
* Opened or Used Costumes are delivered in reseal-able packaging and may be tried on for size. Costumes must be returned in the same condition as at dispatch and must be in a re-sellable condition. We reserve the right to deduct up to 30% of the order value as a re-stocking fee.
* Faulty Products: Should a product be faulty, you should let us know immediately as we will happily refund or exchange it for you. You should let us know as soon as possible via email or phone within 7 calendar days from the date of delivery.
* We will not refund items without a returns number; items that have been used, cleaned, damaged or soiled; items returned without full packaging; items must be odour free, including the smell of smoke and perfume; please note we cannot refund for makeup items, eyelashes, tights/lingerie, wigs or masks.
We may at our discretion agree to a refund although the return does not adhere to our policy however any such refund would be no greater than 70% of the purchase price.
*Cancelled Orders: Note that we charge a £2.50 return fee due to the administration charges levied when processing a sale/refund, this may not be levied in all cases. This applies to all orders that are processed ie: Payment made and then refunded. This does not apply to any order made but where no cash has been taken for the items.