Shipping and Returns

Shipping

  • Orders ship Monday–Friday
  • Some items may ship separately
  • We ship worldwide
  • Items may ship from the UK, EU, or the USA
  • Tracked shipping: 1–2 weeks after processing
  • Expedited shipping: 2–5 business days after processing
  • Processing times: in-stock orders normally ship within 1–2 business days
  • Peak/holiday periods: 2–6 business days to process orders
  • We use Royal Mail, UPS, FedEx, DHL, DPD, USPS, and TNT
  • Delays can occur in transit. Shipping times given are estimates and are not guaranteed
  • If you wish to send items to different addresses, please place a separate order for each shipping address
  • We are unable to change the shipping address once an order has entered processing
  • We are usually unable to ship to PO Boxes
  • We are able to ship most of our products to U.S. Military APO/FPO addresses
  • Customs fees (taxes, duties, processing fees, brokerage fees, etc.) may be charged upon delivery and are required to release your order
  • All customs declarations are completed accurately and in accordance with applicable law; we do not falsify commercial invoices or declared values, and we are unable to mark orders as gifts
  • We do not issue refunds for customs fees, shipping costs, or the cost of your order if you refuse to pay customs charges
  • We are unable to estimate customs fees, taxes, or duties — please contact your local customs office for guidance
  • Order cancellation requests made before an order enters processing will always be honoured; once an order has entered processing, cancellation requests will be considered but cannot be guaranteed
  • Once a parcel has been dispatched, we are unable to amend a delivery address
  • If a parcel is returned to us due to an incorrect address, refused delivery, or failed collection, shipping costs are non-refundable and any reshipment costs are the customer's responsibility

Returns — Change of Mind

What is the return window?

  • You have 14 days from receipt of your order to notify us that you wish to return an item, and a further 14 days to send it back to us, in line with UK distance selling regulations
  • Items must be unworn, unaltered, unwashed, with all tags attached, and in a re-saleable condition, in their original packaging
  • Please contact us before starting a return and follow our return instructions
  • To help avoid unnecessary customs charges, please use your local post office to return the item and mark the customs declaration as "Returned Goods" / "No Commercial Value (NCV)"
Are there charges for a return?
  • There is no charge for processing a standard return
  • Your original shipping charge is non-refundable
  • You are responsible for the cost of return shipping. We recommend using a tracked service — if your parcel is lost in transit, we are unable to issue a refund
How soon will I get my refund?
  • Once your return is received and inspected, we will email you to confirm receipt, and to confirm whether your refund has been approved
  • If approved, your refund will be issued to your original payment method within 10 business days
What items are non-returnable for change of mind?
  • Free gifts, promotional items, and items marked as non-returnable
  • Costumes delivered within 5 days of 30 October each year
  • Made-to-order or personalised items produced to your specifications
(Note: none of the exclusions above apply if an item is faulty or not as described — see "Faulty or Damaged Items" below.)

Returns — Exchange for a Different Item
If you'd like to exchange your item for a different product, size, or variant:
  • You are responsible for the cost of shipping the original item back to us
  • A new shipping charge will apply to send the replacement item to you, as this is treated as a new outbound shipment
  • If you would prefer to avoid paying for shipping twice, you can instead return your item for a refund and place a new order separately
  • Customs duties, taxes, and brokerage fees are non-refundable, including on items returned for exchange
  • If your replacement item ships internationally, it may be subject to customs duties again on delivery, exactly as with a new order
  • We are unable to reimburse customs charges incurred at any stage of an exchange
Faulty or Damaged Items
If an item arrives faulty, damaged, or not as described, this is covered separately from our change-of-mind policy, under the Consumer Rights Act 2015:
  • Please contact us as soon as possible, ideally with photos of the issue, so we can assess it promptly
  • You are entitled to a repair, replacement, or refund, depending on the circumstances and how soon after delivery the issue is reported
  • Return shipping costs for confirmed faulty or damaged items will be covered by us
  • This right applies regardless of any change-of-mind exclusions listed above (including made-to-order items, seasonal costumes, or promotional items)
Cancellations
  • Cancellation requests submitted before your order enters processing will always be honoured
  • Once an order has entered processing, we will do our best to accommodate cancellation
  • requests, but this cannot be guaranteed