At Disguise Store, we’re passionate about bringing your favorite characters to life through high-quality costumes and accessories. We want your costuming experience to be as magical as the characters you’re portraying, which is why we’ve created clear policies for shipping and returns.

Shipping Information

Order Processing

All orders are processed within 1-2 business days after payment confirmation. You’ll receive a tracking number once your order ships so you can follow its journey to your doorstep.

Shipping Methods & Timeframes

We offer two shipping options to meet your costuming needs:

Standard Shipping – $12.95

  • Carrier: DHL or FedEx
  • Delivery Time: 10-15 business days after shipping
  • Includes tracking and insurance
  • Recommended for time-sensitive costume needs

Free Shipping

  • Available on orders over $50
  • Carrier: EMS
  • Delivery Time: 15-25 business days after shipping
  • Includes basic tracking

International Shipping

We proudly ship worldwide (excluding Asia and select remote areas). International customers are responsible for any customs fees, taxes, or import duties imposed by their country.

Returns & Exchanges

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
  • Refunds processed within 3-5 business days after we receive your return

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

1Contact 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.

2Wait for Approval
Our customer service team will review your request and email you within 2 business days with approval and return instructions.

3Package and Ship
Carefully package the item in its original packaging with all tags attached. Include your order number and contact information inside the package.

4Ship Your Return
Ship the package to:
Disguise Store Returns
2858 Winifred Way
Indianapolis, IN 46225 USA

5Processing
Once we receive your return, we’ll inspect the item and process your refund or exchange within 3-5 business days.

Return Request Template

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 shipping, 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