FAQ

Yes. Creating an account is necessary in order to place an order with us. Creating an account is easy - we just need your name, delivery address and contact details. Members can view past orders which makes reordering easy. Members can modify their account details, view the status of outstanding orders and subscribe to newsletters, which may contain discount vouchers, important information or forthcoming products.

Placing an order online is easy. Once you have found the costume and accessories you want simply place those items in your shopping cart by selecting the quantity you wish to order and clicking the "Buy Now" or "Add To Cart" buttons. If you change your mind and want to change the contents of your cart simply select "Shopping Cart" from the top menu and remove the relevant item. When you add items, your shopping cart will be updated and a summary will be displayed at the top of the right hand menu. When you are finished, click on the "Check-out" button on the top menu to complete your order.

Yes. We are happy to assist our customers with queries and help them place their first order with us. You can contact our customer service team on 07 3177 9430.

We will send you an email confirmation so you know that your order has been received by us.

This is usually due to the fact that an account is registered to an outdated email address or a typographical error was made when you entered your email details. To help us keep our records correct and up to date, you can change your email address through the "My E-Shop Account" at the top of the page or by sending us an email via our "Contact Us" form with your name, phone number and the correct email address. Once we locate your account we will correct the error. If you still do not receive your email confirmation please contact our customer service team on 07 3177 9430.

Please contact our customer service team on 07 3177 9430 as soon as possible and we will add the item to your order if it hasn’t already been shipped. As we do not store your payment details you will need to provide your credit card details to our team when ordering additional items.

We accept credit card, direct deposit and Paypal payments. You can make credit card payments with any valid Visa or MasterCard. Alternatively, you may direct deposit into our bank account. Our bank details are provided on the Order Confirmation page prior to completion of the Order Process and on your Order Confirmation email which is sent immediately after you click the "Confirm Order" button. Orders cannot be processed until payment or payment confirmation has been received. To assist our order process, if you pay by direct deposit please email us your bank confirmation with the appropriate reference number and your bank's standard header, at: sales@costumecity.com.au.

Paypal payments are processed within 24 hours unless you do not have the funds available on your card. In these cases Paypal lets us know when sufficient funds are on your card so we can process your order.

Yes. We take the security of our customers extremely seriously. All credit card numbers are encrypted in the software when the order is placed using 128 bit encryption. They are only decrypted after they reach our credit card processing facility and the numbers are not stored any longer than is necessary to process your payment. They are not held in clear text on our website. Once you enter the credit card area you will notice a "Padlock" or "Key" symbol in your browser (usually at the top or bottom of the browser screen - this varies depending on which Internet Browser you are using) ensuring you of the highest security.

Each $1.00 including GST that you spend at Costume City will earn you 2 points, currently worth $0.01 each. These can be accumulated through your account and redeemed against future purchases. Your shopping basket will display how many points you have earned for that order.

Costume City gives discounts for bulk orders of multiple items of $500 and over. Please contact our customer service team to obtain a discount code before placing large orders.

Costume City endeavours to provide competitive pricing for all its costume products. We have a range of discounts available which include:

• free shipping on orders over $99
• weekly discounts and for major events
• exclusive discounts for those who subscribe to our newsletter

If you are organising a charitable event, including for your school or sporting club, please contact our customer service team to see if you are eligible for a bulk order or charitable discount.

Deliveries are always tracked and you will be sent the consignment details once your parcel is shipped. The best addresses are where someone is home between 7am and 6pm weekdays, or a business address which is open during normal business hours. During checkout you will be informed of the delivery process - in most cases the courier will leave your consignment at your front door without your signature and you take responsibility for the consignment once it has been left. We do not usually require a signature on delivery.

The cost of delivery is automatically added during the checkout process. We charge a flat rate of $14.95 per order, regardless of how many products you purchase. This flat fee will be displayed on the Delivery Information and Order Confirmation pages. However, certain larger or heavier items may attract additional shipping fees, in which case we will contact you to discuss the extra cost before dispatching the order. To help reduce shipping costs, any order with a total value over $100 will receive a $9.95 discount on the shipping charge.

If you are running short of time before your event, please contact one of our friendly sales team to discuss delivery options. Orders are usually dispatched within 24 business hours and usually received within 2-3 working days depending on where you live. Bulky orders, for example those with over 4 items or containing brooms and weapons, may take slightly longer usually within 2-4 business days. Please note COVID-19 has impacted some delivery times.

No we do not have conventional stores. This was done on purpose in order to keep prices as low as possible. Instead we have a central order facility which sorts orders and allocates them to the dispatch centre for immediate selection and prompt delivery.

Placing your order and making your payment will ensure your order will be processed, picked and packed as quickly as possible for dispatch. Your order should be delivered to you within 2 - 3 working days (or 2-4 business days for bulkier orders) depending on your location. If we have problems processing your order then we will try to contact you, so please ensure you have given us a valid telephone number and email address. Our parcels are shipped via Star Track Express service or Toll depending on the size of your order.

Once your costume and accessories have been dispatched, you will receive a tracking number via email, along with a direct link to the relevant delivery service tracking page.

We ship Australia-wide but not overseas.

We endeavour to keep our product listing up to date with hourly updates to our website, however there will be times when despite our best efforts costumes or accessories may be running low or have been backordered by our suppliers. If this is applicable to an item you have ordered our customer service team will contact you immediately to discuss options for replacing the item or refunding your order.

At Costume City we have a huge range of costume options and accessories and our listings will increase over time. If you cannot find what you are looking for please telephone or email our customer service team and they will be happy to assist you

To help you work out what size to order for each costume we have included a separate image which shows a size chart and the relevant measurements for that particular costume. To ensure you order the right size we encourage you to look at these size charts and consider the actual measurements of the product. Please choose your costumes carefully because we are unable to refund your money or exchange your product once you have opened the original packaging - please refer to our Returns page for more details.

To find out what is included with a costume please click on its ‘product information’ tab. Many costumes can be complemented by matching accessories. If you are wanting additional accessories please check out the accessories section of our website.

We endeavor to keep our product listing up to date with hourly updates to our website, however there will be times when despite our best efforts costumes or accessories may be running low or have been backordered by our suppliers. If this is applicable to an item you have ordered our customer service team will contact you immediately to discuss options for replacing the item or refunding your order.

Please see our Returns page.

Please contact our customer service team on 07 3177 9430 within 7 days of receipt of your order to assess your claim and initiate a returns / exchange process. For further information please refer to our Returns page.

If you need to amend, change or cancel your order please contact our customer service team as soon as possible on 07 3177 9430. If your order has already been processed we will be able to discuss the options available to you.

We always appreciate receiving feedback, including any suggestions as to how we can improve your shopping experience with us. If you would like to send us feedback please complete our Customer Survey which can be found on your Account Information page or email us at sales@costumecity.com.au.