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☎ (949)588-9929 | 23811 El Toro Road, Lake Forest, CA 92630
M-F: 11am-8pm, Sat: 11am-7pm, Sun: 12pm-6pm




Costume Castle

What's Your Return Policy?

 

Please note that we have TWO seperate return/exchange policies: 1) In-Store/Local Online AND 2) Non-Local Online.

Please reference the policy based on your type of purchase. Please note that all purchases made in-store fall under the 'Local' return policy, as do all online purchases shipped to an address within Orange County, CA. Non-local online purchases must have been purchases made through www.thecostumecastle.com and shipped to a zip code that falls outside of the Orange County area.

 

1. In-Store/Local Online Purchases

No refunds on costumes or costume accessories. Exchange for size only within 72 hours of purchase. Must be accompanied by receipt.

No refunds or exchanges on masks, wigs, tights, lingerie or makeup.

No refunds or exchanges on special order items.

Exchange or store credit for unopened and undamaged magic, gag, novelty and party items within three days from purchase. Must be accompanied by receipt.

We reserve the right to amend our store policy to “All Sales Final” during the last days/weeks prior to Halloween. Please note that a 15% re-stocking fee will be assessed and deducted from the amount of your refund if an RMA is authorized for a return/refund.

Can I exchange what I ordered? (I Am Local)
 

Yes! Purchases made online can conveniently be exchanged in-store. An original copy of the receipt that was included with your shipment is required for all in-store exchanged. If you ordered online and would like to exchange your item via mail, please contact us at customerservice@thecostumecastle.com and we will gladly assist you with your exchange.  

I want to cancel my order and I chose "In Store Pickup"...what do I do?

We understand that sometimes orders do need to be cancelled. In this event, please contact us via email at customerservice@thecostumecastle.com or call our warehouse at (949) 588-9001 and we will gladly cancel your order. A 15% re-stocking fee will be assessed and deducted from the amount of your refund. This is due to the fact that our team had to take the time to pick, pull, process, and hold your items while they could have been sold to another customer. We hope you understand the need for this.  

How can I exchange my "Same-Day Delivery" purchase?

In the event that a 'Same-Day Delivery purchase doesn't work out you may exchange it in one of 2 ways within the 72 hour guideline listed above.

1) 'Exchange In-Store' - Available during normal business hours. Standard store policy applies to all in-store exchanges. 

OR

2) 'Same-Day' Courier Pickup Exchange' - You may place a new 'Same-Day Delivery' order for the correct size(s) needed within 72 hours and request that your previous order be picked up by our courier during future delivery. The additonal $14.99 delivery fee will apply to this new order. Please enter 'Courier Pick-up' in the Comments section at checkout and reference your previous WebOrder #. This service is available M-F on orders placed prior to 4pm PST. The delivery/pickup window is from 4pm to 8pm PST and you must be home for our courier to pick up your return package. Once exchanged item(s) are returned unworn and undamaged, a refund will be issued for the merchandise amount only (shipping and delivery charges are non-refundable). This service currently available for size/color exchanges only. All other exchanges must be done in-store with one of our customer service representatives.

   

2. Non-Local Online Purchases 

Most of our products purchased online fall under our 10 Day Return Policy. Please note that refunds are for the cost of the merchandise only and do not include original or return shipping charges, which are not refundable. Please contact us at customerservice@thecostumecastle.com within 10 days of receiving your merchandise to obtain a return authorization for your order. Please make note of your Weborder number in this RA request email. 

If you return something that has been used, worn, altered, is missing items, or is without the original packaging or garment tag you can’t receive a refund for that item. So please double-check to make sure you've included all of the pieces and packaging before returning anything. If items are returned within the last 10 days prior to Halloween, a 15% restocking fee will be deducted from any returns.

The following items are NEVER returnable:
Special Order Items
Mascot Costumes
Props
Oversized Items
Disposable Helium Tanks
Food & Edible Items
Inflatable Items
Any item that has been worn, used or altered*

*Keep in mind that there may be a minimum 15% restocking fee for returned items that fall outside our normal return guidelines, including unauthorized refusal of packages. There is also a minimum 15% restocking fee if more than five of one item is ordered and returned.

There are certain items we can only take back if they’re returned in the original, unopened factory-sealed packaging. These include:
Undergarments, socks and stockings
Shoes & Boots (Does not apply to shoe covers, boot tops, or costume shoes designed for indoor use only or one time wear). Footwear cannot have been worn, used nor altered.
CD's and DVD's
Wigs, beards, facial hair or any other artificial hair including hair pieces, hair clips/extensions, headbands, barrettes, hair accessories, and Hats with attached hair
Prosthetics, fangs or any other fake teeth
Cosmetics
Party Supplies
 
Can I exchange what I ordered? (I Am Not Local)
 
Yes! If you ordered online and would like to exchange your item via mail, please contact us at customerservice@thecostumecastle.com and we will gladly assist you with your exchange.  
 
What if there is a problem with my order?

If there is a problem with your order, or if you have any questions or concerns, please contact us directly at customerservice@thecostumecastle.com. 

How do I send back the item(s) I want to return?

Please read through our return policy to make sure your item is eligible for a refund. All returned items require a RAN (Return Authorization Number) that must be acquired within 10 days of the delivery date. To receive this return authorization please email your order number, a description of the items for return, and the reason for return to: customerservice@thecostumecastle.com with the email title "RAN Request: Order #(Enter Your Order #Here).

After you receive your RAN you then need to send your return through a traceable/trackable shipping method to the correct address. If you return the item without the ability to track the delivery and we don't receive the item, we will not be responsible for refunding the order. Details for where to ship your return will be included in the email with your Return Authorization Number.

How long will it take to receive my refund for returned items?
 
We generally process returns within 3-4 days of receiving the product back. From this point, it may take an additional week to see the refund post back to your credit card. Returns received during the Halloween season may take up to two weeks to process. Refunds will only be issued to the card that was used as the original form of payment.

What about Special Orders or Rentals?
 
Policies for special order items or rentals can be found Here