Hello, costume enthusiasts! 🎭 At Disguise Shop, we want you to be absolutely thrilled with your transformation. While we strive for perfection in every 80s outfit, American Heroes gear, and Animals & Bugs costume we send your way, we understand that sometimes a disguise might need a quick adjustment.

Our Returns & Exchanges policy is designed to be as flexible and magical as your imagination. Read on to learn how we can help make things right!

Our Return Policy Basics

  • Return Window: 15 days from the date you receive your item
  • Condition: Items must be unworn, unwashed, and in original packaging with all tags attached
  • Proof of Purchase: Original order number or receipt required
Please Note: Due to hygiene reasons, we cannot accept returns on certain intimate accessories and accessory kits that have been opened or used. This ensures all our customers receive costumes that are fresh and ready for magical transformations!

The Returns & Exchanges Process

  1. Contact Us: Email our customer service team at [email protected] within 15 days of receiving your order. Use the template below to ensure we have all the information we need to help you quickly.
  2. Wait for Approval: Our team will respond within 2 business days with a Return Merchandise Authorization (RMA) number and instructions.
  3. Pack Your Item: Securely package the item in its original packaging, including all tags and accessories.
  4. Ship It Back: Send the package to our headquarters at:
    Disguise Shop Returns
    3030 Harry Place
    PHILADELPHIA, US 19126
  5. Processing: Once we receive and inspect your return, we’ll process your exchange or refund within 5-7 business days.

Return Request Email Template

Copy and paste the template below into an email to [email protected]:

Subject: Return/Exchange Request – Order #[Your Order Number] Hello Disguise Shop Team, I would like to request a [return/exchange] for my recent order. Order Number: [Your Order Number] Product Name: [Product Name] Reason for Return/Exchange: [Please provide details] I have read and understand the return policy terms. Thank you, [Your Full Name] [Your Phone Number]

Refund Information

Once your return is processed:

  • Timing: Refunds will be issued to your original payment method within 7-10 business days after we process your return
  • Method: Refunds will be issued to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Shipping Costs: Original shipping fees are non-refundable. Return shipping costs are the customer’s responsibility unless the item arrived damaged or defective

Exchanges

Prefer a different size or style? We’re happy to help! Exchanges are subject to product availability. If your desired exchange item is out of stock, we’ll issue a refund instead.

International Returns: For our customers outside the United States (excluding Asia and some remote areas), return shipping costs may vary. Contact us at [email protected] for specific international return instructions.

Non-Returnable Items

To ensure the safety and quality of all our costumes, the following items cannot be returned:

  • Opened accessory kits and intimate items (for hygiene reasons)
  • Customized or special order costumes
  • Items not in original condition (worn, washed, or damaged)
  • Items missing original tags or packaging

Questions?

Our customer service team is here to help you with any questions about returns or exchanges. Contact us at [email protected], and we’ll respond faster than you can say “Abracadabra!”

Thank you for choosing Disguise Shop for your transformation needs! We’re committed to ensuring your costume experience is nothing short of magical. ✨