Frequently Asked Questions

Questions Index

  1. How do I know that your site is secure?
  2. Which payment methods do you accept?
  3. How long will my order take to arrive?
  4. What are the delivery costs?
  5. Do you offer discounts for bulk orders?
  6. How can I check the progress of my order?
  7. How can I cancel or amend my order?
  8. Can I pay in Euros or US Dollars?
  9. Do you ship to BFPO addresses?
  10. How do I return a product if it arrives faulty?
  11. Can I get a refund if I don't like the item when it arrives?
  12. What's the best way to wash my costume?

Answers

How do I know that your site is secure?

CostumeClinic.com takes security very seriously. We use industry-standard 256-bit SSL technology to provide end-to-end encryption between your computer and our web site. Once your order reaches our servers, we adhere to the strict data protection laws in force in the UK to ensure your privacy and online safety.

Which payment methods do you accept?

We accept all major and debit cards via PayPal, our payment processor.

How long will my order take to arrive?

Delivery time depends on which delivery option you choose. We aim to process all orders by the end of the next working day.

What are the delivery costs?

Full details of delivery costs are in our help pages:

» Delivery Costs

Do you offer discounts for bulk orders?

We may offer a discount for particularly large orders - please contact us on help@costumeclinic.com for bulk discount enquiries.

How can I check the progress of my order?

We will email you once your order has been dispatched.

How can I cancel or amend my order?

You can add to, amend or cancel your order before it is shipped. To make a change, please contact us on orders@costumeclinic.com. As long as the order has not yet been shipped, we will cancel the order and refund you in full.

Can I pay in Euros or US Dollars?

All orders are in GBP pounds. If you need to pay in another currency, PayPal will automatically convert your payment to GBP pounds.

Do you ship to BFPO addresses?

Please email us at help@costumeclinic.com for delivery costs to BFPO addresses.

How do I return a product if it arrives faulty?

We take every care to ensure that every order is shipped in perfect condition. In the rare circumstance that your order is faulty or arrives damaged, please don't hesitate to contact us on orders@costumeclinic.com and we will happily arrange a refund or exchange.

Once you notice that their is a fault or damage to your order, you should let us know within 14 days of receipt of delivery by contacting us at orders@costumeclinic.com. We will provide you with a Returns Authorisation Number, which should be marked clearly on your package. We regret that any returns received without the Returns Autorisation Number may be subject to delays.

Can I get a refund if I don't like the item when it arrives?

We are happy to accept returns for unwanted or mal-fitting orders provided that they are returned to us in the condition in which they arrived, with all parts complete, and within 7 days of receipt of delivery. The cost of returning the item is to be covered by the customer for unwanted items.

To return your order, please contact us on orders@costumeclinic.com to request a Returns Authorisation Number. This number must be marked clearly on your return package. We regret that any returns received without the Returns Autorisation Number may be subject to delays.

What's the best way to wash my costume?

To get the best out of your costume, we recommend using a delicate wash at 30 degrees centigrade. Our wigs may be gently washed by hand using ordinary shampoo.