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Shipping & Returns
Royal Mail – (1st class dispatch 2-3 day delivery not tracked) This cannot be tracked online neither is it insured. You must wait 10 days to approach us to claim against a non-delivery, we will then approach Royal Mail to lodge a claim on your behalf
* Royal Mail – (1st Class dispatch; 2-3 day delivery from despatch; Can be tracked online) This can be tracked online and is insured
* Royal Mail -(Next day delivery before 1pm; can be tracked online) to 99% of the UK. This can be tracked online, with electronic POD and is insured up to £2,500*. Please note when using this service Mon-Thu and Friday for a Saturday delivery that orders need to be with us by 12pm.
All postage and packaging prices are inclusive of VAT at the prevailing rate.
Returns
Please note, all returns are to be mailed to our dedicated address.
Please contact us with reasons for returning an item, and in turn we will respond with the appropriate mailing address to return your item to.
We are unable to accept returns or exchanges on the following items for hygiene reasons if the packaging has been opened: Wigs, Teeth, Contact Lenses, Makeup, Eyelashes, Tights, Stockings and Panties.
Unwanted Goods
All items purchased from Altered Image Costumes may be returned to us within 7 days of receipt. Please contact us at sales@alteredimagecostumes.co.uk before sending any items back. We will then provide you with an “Unwanted Goods Returns” Number and our returns address .In addition we may we ask you to note the following.
1.You must ensure you take good care of the products whilst in your possession. Items must be sent back to us in their original shipped state, which means unworn, undamaged, unopened, with their original packaging intact and in a condition we deem acceptable for resale. Costumes tend to come in resealable packaging, allowing you to try the item on. Both the header card and the resealable bag are considered part of the packaging and must be returned, unbent. Please note that any products that are returned to without original packaging, will be deemed non – refundable.
2. Return shipping is at the customer’s expense and shipping is at your own risk. As such, we strongly advise you to use either a tracked service such as Royal Mail “Signed For” or Royal Mail “Special Delivery” It is the buyer’s responsibility to ensure you are covered for loss, as only items we actually receive back can be refunded.
3. Returns are normally processed within 5 working days of receipt. However, delays may occur during peak periods so please allow 10 working days, from date of arrival back to us for your return to be processed. Please note we can’t be held liable for any interest payments you incur as a result of a refund being made outside of your credit or debit card repayment timescale.
4. Please note we are unable to refund any outbound shipping charges as displayed on your invoice and at checkout.
5. Any returned goods that fall outside of the above the above policy will not be refunded. In this case we will be happy to return the item back to you and we may ask for a nominal fee to cover outbound postage.
Exchange
Please follow our returns policy above. Briefly, the item you wish to send back to us for an exchange will be treated as an “Unwanted Good”. A refund will be issued minus the outbound shipping charges and you will be required to enter a new order in the normal way for correct item.
Faulty Goods
Should your item be faulty you should contact us at sales@alteredimagecostumes.co.uk immediately for a “Faulty Goods Returns” Number. Please note you must let us know of the fault within 7 days of receipt. All returns are inspected upon arrival. Should we notice any signs of sabotage, a refund will be refused.
We ask you to return “Faulty Goods” back to us using Royal Mail “Signed For”. A refund for return postage will be issued at the time of the full refund.
Should you wish a replacement to be sent to you, we ask you to input a new order in the normal way and await your refund.
Unfortunately, we are unable to issue you with a refund before we receive your item back. Should you require your item urgently, please proceed with your order without delay.
Any return goods that fall outside of the above policy will not be refunded. We will be happy to return the item back to you and we may ask for a nominal fee to cover outbound postage.
