At Disguise Store, we’re passionate about bringing your favorite characters to life through high-quality costumes and accessories. We understand that sometimes a costume might not be the perfect fit—literally or figuratively! That’s why we’ve created a straightforward returns and exchanges process to ensure your complete satisfaction.

Quick Overview: We accept returns and exchanges within 15 days of delivery. Items must be unworn, unwashed, and in original packaging with all tags attached.

Return & Exchange Eligibility

To be eligible for a return or exchange, your item must meet the following criteria:

The item must be in its original condition: unworn, unwashed, and unused
All original tags must be attached
The item must be in its original packaging
You must initiate the return within 15 days of receiving your order

Non-Returnable Items

For health and safety reasons, the following items cannot be returned or exchanged:

Costumes and accessories that show signs of wear or use
Items without original tags or packaging
Customized or altered costumes
Costumes used for events or photography sessions
Intimate apparel items for hygiene reasons

How to Initiate a Return or Exchange

Follow these simple steps to return or exchange your costume:

Step 1: Contact Our Team
Email us at [email protected] within 15 days of receiving your order. Use the template below to ensure we have all the necessary information.
Step 2: Wait for Approval
Our customer service team will review your request and email you within 2 business days with approval and return instructions.
Step 3: Package and Ship
Carefully package the item in its original packaging with all tags attached. Include your order number and contact information inside the package.
Step 4: Ship Your Return
Ship the package to:
Disguise Store Returns
2858 Winifred Way
Indianapolis, IN 46225
USA
Step 5: Processing
Once we receive your return, we’ll inspect the item and process your refund or exchange within 3-5 business days.

Return Request Template

Copy and paste this template into your email to [email protected]:

Subject: Return/Exchange Request – Order #[Your Order Number]

Body:
Hello Disguise Store Team,

I would like to request a [return/exchange] for my recent order.

Order Information:
Order Number: [Your Order Number]
Order Date: [Date You Placed Order]
Item(s) to Return: [Product Name(s)]
Reason for Return: [Please specify – Size issue, wrong item, damaged, etc.]

Preferred Resolution:
[ ] Refund to original payment method
[ ] Exchange for [Product Name and Size if applicable]
[ ] Store credit

I confirm that the item(s) are in original condition with all tags attached and packaging intact.

My contact information:
Full Name: [Your Full Name]
Email: [Your Email Address]
Phone: [Your Phone Number]

Thank you,
[Your Name]

Refund Information

Once your return is processed and approved:

Refunds will be issued to your original payment method (Visa, MasterCard, JCB, or PayPal)
Processing time: 3-5 business days after we receive your return
Bank processing time: Additional 5-10 business days for the refund to appear in your account
Original shipping fees are non-refundable (except for defective or incorrect items)

Exchange Information

For exchanges:

We’ll ship your replacement item once we receive and process your return
Standard shipping charges apply for the new item
If the exchange item costs more, you’ll need to pay the difference
If the exchange item costs less, we’ll refund the difference

International Returns

Since we serve customers worldwide (excluding Asia and select remote areas):

International customers are responsible for return shipping costs
We recommend using a trackable shipping service
Customs fees and import duties are non-refundable
Refunds will be issued in your local currency based on the current exchange rate

Need Help?

Our customer service team is here to assist you with any questions about returns or exchanges:

Email: [email protected]
Response Time: 1-2 business days
Store Address: Disguise Store, 2858 Winifred Way, Indianapolis, US 46225

We want you to love your costume as much as we love bringing characters to life! If something isn’t perfect, we’re here to make it right.

Happy costuming!
The Disguise Store Team