Customer Satisfaction Guidelines
Customer Satisfaction Guidelines:
We want to make sure that you are satisfied with the return or exchange process. In order to ensure a smooth transaction, please find these helpful guidelines below to guarantee your satisfaction:
1. Please make sure to contact us requesting a Return Authorization Number (RMA) as soon as possible by e-mailing at exchanges@wondercostumes.com or by calling us at 1-800-288-9916. Please remember that you have 30 days from purchase date to get the item back to us and the sooner we receive it, the faster we can assist you.
2. If you are exchanging, please place an order of equal or greater value of the original order. You can select a different costume size or even a different style all together.
3. Please be courteous to your fellow shoppers. When you return an item, the product goes back into our inventory to be re-sold to other interested customer. That is why it is important that you send back the item in its original brand new condition, including all accessories and original packaging. Please do not send back items that have been used, altered or damaged, that would not meet your fellow buyers’ expectations; due to hygienic reasons and respect for our customers, we will not be able to accept items that do not meet this criteria. Our quality assurance team inspects and documents all merchandise to make sure that all of our products meet the expectations of every customer.
4. For hygienic reasons lingerie, undergarments, accessories, socks, tights, wigs, beards, novelty teeth, dog costumes, masks, eyelashes, mustaches and make up items are returnable IF they are in their sealed and un-blemished original manufacturer's packaging. Shoes are exchangeable for another size or style of equal or greater value.
5. In the rare case you receive an incorrect product, please accept our most sincere apologies. We will work with you to get you a replacement as soon as possible. The first thing you should do is notify us within five business days of receiving the wrong item at info@wondercostumes.com. Please make sure you return the item and all of its parts and accessories in the original condition. We will cover the shipping costs to correct the error.
- 6. Missing items or lost packages must be reported to WonderCostumes.com within 5 business days from the original scheduled delivery date.
7. Please note that any returned or exchanged quantity beyond three items may be subject to a 15% service cost for product inspection and to be able to put items back into circulation. In case of exchanges, please be sure of your second choices as you may request to exchange your original order one time.
8. During Halloween Season (from October 15th – October 31st), we encourage you to exchange your orders rather than return them. Due to the nature of costume garments, it is possible that you will want to try second options and we would love to be able to help you find your dream disguise.
9. Please avoid requesting returns past the 30 day policy. We like to be fair to all of our customers and our policy should benefit everybody equally. Furthermore, for your own security, our system was designed to only retain customer payment records no longer than 30 days; thus we are not able to process refund beyond that point. Given the case that an exception is made, you may only be eligible for a store credit for a future purchase for up to a year.
10. Please note we only cover shipping costs for returns or exchanges if you receive an incorrect item. The shipping fees you pay cover a service that is provided by a third party parcel carrier such as USPS, UPS or FedEx. We do our best to get you the best possible shipping rates and in some cases we pay the shipping costs for you as a promotion; but all of these fees are paid directly to the carrier for their service and we are not able to retrieve these funds.
