Customer Service

I've received a faulty/damaged product

We are sorry that you have not received your order in perfect condition, we may have received it in this condition from the factory or it may have been damaged during transport.

Please contact us to request a return through your account and specify the reason in the returns section, or use the contact form below. To speed up the process, please provide or attach the following:

  • Product reference number and damage suffered
  • Order number
  • A photo of the damage, as well as an image of costume’s tag or barcode.

Once we receive your request, we will contact you as soon as possible with a solution.

If the refund is approved, we will return the full amount paid for the item, excluding shipping costs, or if the item is still available, we will send you a new product. You have 14 calendar days from the date you received the order to make this claim.

** Important: It is mandatory to notify us of the product defect and your intention to return it before sending the merchandise back to us. Failure to do so may cause the return to be rejected.

Other related questions: