Fancy-Dress.net Frequently Asked Questions

On this page you will find the answers to most of the your questions. If you have another question, please do not hesitate to contact us –our helpful team is available 7 days a week.

• What is your telephone number?
• What are your opening times?
• Is the website secure?
• Can I pay over the telephone?
• Why does my item looks different to the image I have seen on the website?
• I have ordered a size 12 but the packaging states a different size all together, I have obviously had the wrong size sent out!
• I have received my order, but it doesn't fit?
• Returns Policy
• I have just placed an order, but have changed my mind. What do I do?
• I want to order an item but it is saying out of stock, or there is not enough stock of the item I need, what can I do?
• I have ordered an item, but when I have gone back to look at it, I can see that the price has now been reduced, I would like a refund for the difference!
• I looked yesterday at a product and when I have tried to order it today, the price has gone up, I want to purchase this item but at the lower price?
• Can I wash the costume I have purchased?
• I am due a refund, when and how will this be done?
• I have chosen the wrong shipping option, can I upgrade it as it will not reach me in time for my function?
• Why do you want to take an email address and telephone number?
• If I order today when will I receive my goods?
• What are the shipping options?
• What happens if I am not in when a signature is required?
• There will not be anyone in to sign for this item, can I have it delivered to my work / friend's / family member's house?
• Do you deliver throughout the UK?
• Do you ship internationally?

What is your telephone number?

TBC – we are waiting on confirmation of what the new number will be

What are your opening times?

• Monday - Friday 10am - 8pm
• Saturday 10am - 5pm
• Sunday 10 am - 4pm
• Bank Holidays 10am - 4pm - we are not open on every bank holiday, but the majority of them

Is the website secure?

100% yes. Our website is scanned daily by stopthehacker.com to make sure that the site is free from any virus. During the payment process you have 2 options on how to pay.

1. Paypal
2. Barclays ePDQ

You may not be aware of this but using these 2 options means that we NEVER see your card details. All of your details are encrypted and both options are working to the highest possible security regulations.

Can I pay over the telephone?

Yes, you can. We are available to take your order and payment 7 days a week (see our opening times). All of your personal information is kept securely and we will never divulge your information to a third party. Your card details are not kept on record and any information that we have (our copy of your card receipt) is filed securely immediately.

Why does my item looks different to the image I have seen on the website?

Packaging may vary depending on which supplier we have purchased the goods from and this may make the item look different but is often exactly the same. Images are for a reference only and sometimes there may be slight variations in style and colour. If you need something to be exact, we would suggest you contact one of our team who can look at the item for you before you purchase it.

I have ordered a size 12 but the packaging states a different size all together, I have obviously had the wrong size sent out!

Mistakes do sometimes happen (although not very, we are pleased to say!) and if we have made a mistake, then we will send you out the correct size once we have received the incorrect one back with us. However, it is worth noting that we take the costumes out of their packaging and actually get our staff to try them on and we have found that often the sizes given by the manufactures is just not realistic. The size given on the website will indicate the size we believe the costume will fit. Like any item of clothing you buy, the design of the costume will also reflect on how suitable it is for various sized people, we like to take all of these factors into consideration and to be as honest as possible regarding the suitability of the item.

Some costumes will only be available in 1 size but their packaging may state other sizes. We are sorry if this confuses you, but if the costume is available in other sizes it will be shown on the website.

I have received my order, but it doesn't fit?

You can return it to us for another size (If available) or a refund (credit note after 7 working days). Please checkout our Returns Policy

Returns Policy

We do try and describe each item as fully as we can, but, sometimes when you receive an item, it just isn't what you wanted. Returning an item to us is very easy, all we ask is...

• You contact us to get a 'Returns Reference' number
• You return the item with its packaging complete
• The item does not have any smell on it - including body odour, smoke or perfume
• The item does not have any make up on it
• The item has not been altered, or washed in any way.

We recommend that any item sent back to us is sent by a recorded method. This means you will be able to see when we have received the item. If an item is not sent back by a recorded method and it is lost en route we will be unable to offer any form of compensation. Shipping costs back to us are to be borne by the customer.

Please Note: Due to hygiene reasons, we do accept returns on the following items...

• Wigs - if packaging has been opened. Please be aware that some costumes do come with wigs in a sealed bag. If the sealed bag is opened, the entire costume cannot be returned.
• Tights, stockings, socks and over the knee hold ups
• Knickers
• Cigarette Holders & Pipes
• Cigarettes or cigars
• Teeth
• Body Piercings
• Eyelashes
• Opened make up or special effects cosmetics
• Beards & Moustaches
• Any other item where hygiene may be an issue

Call us on ........... TBC , or for your Returns Reference Number

Put your Return Reference Clearly on the address label Send your item, securely packaged to:

Fancy-Dress.net
Willow Acres
Rectory lane
Battlesbridge
Wickford
Essex
SS11 7QR

I have just placed an order, but have changed my mind. What do I do?

If you want to cancel your order before it is shipped you must...

• Contact us by telephone ASAP as we have various shipping collections throughout the day. You must then confirm this telephone conversation in writing.

We will refund you the full amount, including postage. If your item has already been shipped, then please look at the Returns Policy, above.

I want to order an item but it is saying out of stock, or there is not enough stock of the item I need, what can I do?

It is always worth checking with one of our team if the item is showing as out of stock as we receive new stock deliveries every single day and it may be that we do have your item in stock but it has not yet been put onto the website stock.

I have ordered an item, but when I have gone back to look at it, I can see that the price has now been reduced, I would like a refund for the difference!

All prices are correct at the time of publication. We reserve the right to change, alter or amend any price at any time without notice. Should a product price decrease since an original purchase price, contractually, we are not obliged to refund the difference.

I looked yesterday at a product and when I have tried to order it today, the price has gone up, I want to purchase this item but at the lower price?

Prices may fluctuate from time to time depending on many different factors. As new stock comes in, the stock will be priced at the new price, whether that is higher or lower than what was shown previously. We are not obligated to sell at the previous lower price.

Can I wash the costume I have purchased?

We always give the manufactures recommended care instructions on costumes that we sell. We however, cannot be held responsible, or remedy a problem caused by washing the garment. Please use common sense whilst cleaning any product.

I am due a refund, when and how will this be done?

Refunds are issued the same way payment was taken. So if you have paid via Paypal, this is how you will be refunded. Refunds are normally issued within 1 week (and often the next working day) of the item being received back to our premises (or cancellation of your order before it is shipped out).

I have chosen the wrong shipping option, can I upgrade it as it will not reach me in time for my function?

If your items have not already been processed for the service required, and, it has not been collected by our shipping agent(s), we will upgrade to the shipping method you require, although we will need to take the increased fee from yourself before the item is shipped.

Once your item has been collected by our shipping agent(s) we have no way of upgrading, or delaying the despatch of your item. We cannot be held responsible if your item does not arrive in time for your function.

Why do you want to take an email address and telephone number?

There may be instances when we will need to contact you, it may be an address query that we need you to verify before we can despatch your goods out. If we cannot contact you, your item may not be able to be shipped that day. If we have 2 points of contact, it increases the chances of contacting you with no delay in shipping your items.

If I order today when will I receive my goods?

Well, this will depend on the shipping option you have chosen. We offer a good range of shipping services so you can chose the right one for you.

What are the shipping options?

All of our shipping options are for Monday – Friday, unless specified, as in Saturday shipping. Royal Mail may deliver on a Saturday but this is not guaranteed and is not classed as a 'working day' in general.

Available for: Orders under 1kg in weight. 88% of our orders qualify for this shipping rate. Some items will not qualify for this shipping option if they are very large in dimension – this includes many wings and swords.

Delivery is normally within 5 working days. Please Note: Royal Mail will not accept the item is missing until 15 working days have passed. A signature is required on delivery.

Available for all orders up to a weight of 5kg. Some items will not qualify for this shipping option if they are very large in dimension - this includes many wings and swords.

Delivery is normally on the 3rd day. This service is tracked only, so you can keep an eye on it but does not require a signature on delivery. You also have the option to leave the item in a specified safe place.

This service is our standard FREE carriage option

Available for all items up to a weight of 10kg. Delivery is Monday - Friday only and can be anytime between 8.30 - 6.00. A signature will be required.

Some postcodes are not covered by this service. If you live in the Scottish Highlands, or on a UK islands (some other postcodes will apply) for reasons of accessibility your item will not reach you the next working day. Royal Mail does cover the entire UK but you will still not receive a Next Day service, please be aware of this when ordering your item and give yourself enough time for us to get the items to you in time for your function.

Some postcodes will be charged considerably more, please ring us before you make your order if you know you live in an area that may be charged at a premium.

Available on all orders up to 2kg. Some items will not qualify for this shipping option if they are very large in dimension - this includes many wings and swords. This service requires a signature.

Available on all orders up to 2kg. Some items will not qualify for this shipping option if they are very large in dimension - this includes many wings and swords. This service requires a signature.

Available on all orders up to 5kg / orders over £59.99. Some items will not qualify for this shipping option if they are very large in dimension - this includes many wings and swords. This service requires a signature.

What happens if I am not in when a signature is required?

Fed-Ex and Royal Mail should leave you a card to advise that they have attempted delivery. The card will give you the information of what to do next.

Fed Ex will ask you to contact them to arrange re-delivery. Please Note: Fed Ex will only attempt to deliver twice. If you are carded for a second time, the item will be returned to the depot. If you do not contact them it will be returned to us. This will incur a 'Return to Sender' charge.

Royal Mail will take the item back to the sorting office and advise you to collect it. The item will be returned to us if it is not collected from them. This will incur a 'Return to Sender' charge.

There will not be anyone in to sign for this item, can I have it delivered to my work / friend's / family member's house?

Yes, of course you can.

Do you deliver throughout the UK?

Yes, we do. We are based in Essex and there will be certain areas of the country that we will not be able to give a Next Day service to. Some postcodes are not covered by this service. If you live in the Scottish Highlands, or on a UK islands (some other postcodes will apply) for reasons of accessibility your item will not reach you the next working day. Royal Mail does cover the entire UK but you will still not receive a Next Day service, please be aware of this when ordering your item and give yourself enough time for us to get the items to you in time for your function.

Some postcodes will be charged considerably more, please ring us before you make your order if you know you live in an area that may be charged at a premium.

Postcode Checker - Check this list to see if your area is NOT covered by FED-EX, or may be charged an additional carriage charge. Please also note that many of these areas will not be able to be delivered the next working day.

Do you ship internationally?

Yes, we do