FAQ (Frequently Asked Questions)
Can I Return Or Exchange My Order?
Most of our products are backed by our Stress Free Returns guarantee.
PlatinumCostumes.com carries thousands of high quality costumes and costume accessories, almost all of which can be returned or exchanged within 15 days of delivery date.
*Example: Item(s) received by you, our customer on the 14th must be returned to us on or before the 29th.
Please Note That Refunds Or Exchanges Are For The Price Of The Merchandise Only And Do Not Include Shipping And Handling Charges.
If you are unhappy with your purchase for any reason, the Guidelines detailed below need to be followed in order for us to refund your money or exchange your item.
Guidelines For All Returns Or Exchanges:
- You must first Contact Us in order to get a Return Authorization Number (RAN).
- You can initiate your return and get your RAN number without calling our customer service department, as the whole return process is completely automated and can be completed 100% online at your convenience.
- All item(s) must be returned within 7 days after a RAN has been issued or with in 15 Days once the item or items have been Received.
- Please note that no RAN's will be issued between October 7th and November 1st. Platinum Costumes has a separate set of requirements for Returns or Exchanges during the Halloween season (which runs from October 7th to November 1st every year). Please see our Halloween Returns And Exchange Policy for further details.
- All item(s) must be received by us in "like-new", unused condition and cannot be missing any parts or items (including the original packaging). Any return received with missing items or without original packaging will not be credited – no exceptions.
- Any items returned that smell like cigarette smoke, alcohol, perfume, etc. will be refused.
- All item(s) must be returned by a trackable method of shipment, with delivery confirmation (insurance is both optional and your responsibility).
- The RAN must be written clearly on the outside of the box that you use to return the products to us.
- All item(s) returned to us without a RAN will be considered unauthorized and will be refused by our Returns Department and you will be responsible for all shipping and handling charges.
For All Returns:
- ALL RETURNS MUST BE SENT BACK TO OUR MAIN WAREHOUSE AT:
PlatinumCostumes.com
1423 Marcelina Ave.
Torrance, CA 90501
Any returns sent to a different address will be refused.
- If we receive your authorized return and discover that an item has been worn or used, smells like cigarette smoke, alcohol, perfume, etc you will not be credited for the purchase price because that item can no longer be sold as "new". If item(s) are received in this condition, we will contact you to return the item(s) at your shipping expense . If it is determined you do not want the Item(s) back we will donate to a local charity.
- If we receive your authorized return and discover that it is missing some of the accessories, part of the costume, or the original packaging, you will not receive a credit. Any return that is received with missing items will be credited for the purchase amount, minus the cost of the missing item(s). Please double-check that you have included the entire costume and all packaging prior to shipping your return to us.
- An order that is returned without any means of tracking or delivery confirmation will be considered an unauthorized return and we are not responsible for refunding the order if we cannot verify receipt of the return.
- All Returns are subject to a $15 or 15% Restocking fee (whichever is greater).
- You are responsible for the cost of all shipping and handling charges, in both directions, on all items.
- Returns are generally processed within 72 hours of receiving the item(s) back. Please Note: During the Halloween season (October and November) this process may take up to 3 weeks. You will be sent an email once your return is processed notifying you.
For All Exchanges:
- If the order is returnable (please see the Guidelines above) and you need a different size or a different costume, you must place a new order for the needed replacement item(s), and initiate a return for the item(s) you have already received. This process is required due to the fact that the desired item(s) may be out of stock by the time we receive your return. This procedure also ensures that you receive your replacement item(s) quickly. All appropriate policies apply to all returned items.
- Example: You ordered a size small but need a size medium. You would initiate a return for the small, and then place a new order for the desired medium, which will ship from our warehouse immediately. Once PlatinumCostumes.com receives the returned small in the mail, we will return the cost of the costume to the credit card you originally used during checkout. You are responsible for the return shipping on the small and for the new shipping on the medium.
- Please note that costume styles can change without notice due to a change in the manufacturer's production. These changes, no matter how slight, are beyond our control. We apologize for any inconvenience. As part of our Stress Free Returns Policy you can return any item that doesn’t meet your full satisfaction.
- You are responsible for the cost of all shipping and handling charges, in both directions, on all items.
- All Exchanges are generally processed within 72 hours of receiving the item(s) back. Please Note: During the Halloween season (October and November) this process may take up to 3 weeks. You will be sent an email once your return is processed notifying you.
To begin the Return or Exchange process and request a Return Authorization Number (RAN), please use our RAN form below. In addition to your Name and Email Address, please include the following information in the message:
- Your order number.
- A brief description of the problem.
- An email address where a Return Authorization Number (RAN) can be emailed.
- A phone number including the best time of day to call (this is only used in extremely time sensitive cases).
We will reply to all valid requests within one business day.
The Following Items Are Never Returnable Or Exchangeable, So Please Choose Sizing On These Items Carefully:
- Cosmetics (Makeup - Hair color etc.)
- Item(s) marked CLEARANCE or ON SALE on the website cannot be returned and are sold as is. No exceptions.
- Undergarments
- Socks or Stockings
- Artificial Hair Of Any Kind (Including Eyelashes, Beards, etc.)
- Prosthetics
- Fangs or Fake Teeth
- Video Tapes, DVD's or CD's
- Special Order Items - including all Mascots and Costumes that require 2-4 week delivery, as these item(s) are considered special order items.
- Any Item That Has Been Worn Or Used.
- Any Item That Has Been Shipped Internationally.
Can I Return Or Exchange An Order That I Purchased For Halloween?
PlatinumCostumes.com Has A Separate Set Of Requirements For Returns Or Exchanges During The Halloween Season (Which Runs From October 7th To November 1st Every Year):
- All Halloween Season returns or exchanges must be received in our warehouse no later than the close of business on October 14th each year.
- All sales between October 7th and November 1st of each year are considered Final and no returns or exchanges will be accepted.
- Sales of items that cannot be returned by close of business on October 14th are considered "Final". Please note that depending upon the method of shipping that is used, orders placed between October 1st and October 7th may fall into this category.
- Any returns received after October 14th each calendar year will be considered unauthorized and will not be credited.
If you are certain that you can have your return or exchange item(s) that were purchased on or before October 7th delivered to our warehouse by close of business on October 14th, then please just follow the normal Return and Exchange Guidelines listed above.
Our Regular Return And Exchange Policy goes back into effect for all items purchased after November 1st each calendar year.
Are There Any Items That Are Not Returnable Or Exchangeable?
The Following Items Are Never Returnable Or Exchangeable, So Please Choose Sizing On These Items Carefully:
- Cosmetics (Makeup - Hair color etc.)
- Item(s) marked CLEARANCE or ON SALE on the website cannot be returned and are sold as is. No exceptions.
- Undergarments
- Socks or Stockings
- Artificial Hair Of Any Kind (Including Eyelashes, Beards, etc.)
- Prosthetics
- Fangs or Fake Teeth
- Video Tapes, DVD's or CD's
- Special Order Items - including all Mascots and Costumes that require 2-4 week delivery, as these item(s) are considered special order items.
- Any Item That Has Been Worn Or Used.
- Any Item That Has Been Shipped Internationally.
Can I Return An Order That Has Been Shipped To Me Internationally?
There are NO Returns, Exchanges or Refunds for orders shipped Internationally (outside of the United States).
Please choose the sizing of your items carefully if you are ordering from another country.
What Do I Do If I My Order Is Damaged Before I Receive It?
- If you receive an item that is Visibly Damaged, Please refuse delivery and contact PlatinumCostumes.com
- If you receive an item(s) and discover a damaged item(s) please notify the courier who delivered the package and file a claim for the damaged item(s).
- All damaged item(s) will be credited back, along will shipping costs to your account.
- If you need replacement item(s) for an item(s) that have been damaged, you must place a new order for the needed replacement item(s) that were received damaged. This is because the desired item maybe out of stock by the time we receive your damaged return and to ensure the fastest delivery of your replacement item(s).
Please choose the sizing of your items carefully if you are ordering from another country.
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