Frequently Asked Questions

Account & Registration

How do I create a customer account?

You can do this before or after placing your order through this link.

How do I access my customer account?

You can access your account through this link to log in, or via the link located in the top right-hand corner of our website. You will need to enter the email address and password you used when registering.

How do I update my account details?

You must log into your account using your email address and password. From there, you will be able to edit any details as required.

I can’t access my account, what can I do?

If you cannot remember your password, go to log in using this link or the link located in the top right-hand corner of our website, then click on “Forgot your password?” to request a new one.

Forgot your password? How can I recover it?

You can request a new password through the following link. You will only need to enter the email address registered on our website.

How can I delete my account?

You must contact us requesting that we delete your account, and we will do it for you. Your account will then be removed from our database.

How can I unsubscribe from the newsletter?

You must contact us to let us know that you no longer wish to receive our promotional and offer emails.

I do not want to receive advertising

You must contact us to let us know that you no longer wish to receive our promotional and offer emails.

Orders & Payments

How do I place an order?

Click on the product page of the item you wish to purchase and select the size, colour and quantity, where applicable depending on the product. Once you do not wish to add any more items, click on proceed to checkout or access your basket. Then simply follow the steps provided, entering your details and selecting your preferred delivery and payment method.

How can I pay for my order?

Orders can be paid for by card, PayPal and Buy Now Pay Later services. For more information, please see our Terms and Conditions.

How can I modify my order?

You can modify your order as long as you have not received the preparation email informing you that the order can no longer be modified or cancelled. Before receiving this email, you can contact us to change details or quantities in your order. If the modification involves an additional charge or refund, our customer service team will process it for you. If the order has already been processed, it will no longer be possible to make any changes.

How can I cancel my order?

You can cancel your order as long as you have not received the preparation email informing you that the order can no longer be modified or cancelled. Before receiving this email, you can contact us to cancel all or part of your order. If the cancellation involves a refund, our customer service team will process it for you. If the order has already been processed, it will no longer be possible to carry out this request.

How can I check the status of my order?

We will keep you informed by email of every update to your order status from the moment you place your purchase. In addition, if you have an account with us, you can log in and check the status of your order in real time.

Need help placing an order?

You can contact us through any of the different channels we offer — email and chat, telephone— and we will help you or take your order details if you prefer.

When will my order be shipped?

We dispatch orders from our warehouses every working day depending on the time the order was placed. You can find more information in our Shipping and Delivery Conditions.

How do I know if my order has already been shipped?

Once your order has been dispatched, we will notify you by email. In addition, if you have an account with us, you can log in and check the status of your order in real time.

Will I receive confirmation of my order?

A few minutes after placing your order, you will receive an email with your order number confirming that we have received it successfully.

How do I know if my order has been placed correctly?

Once you complete your purchase, your assigned order number will be displayed on screen. In addition, a few minutes later you will receive an email with your order number confirming that we have received your order successfully.

How do I know if my payment has been accepted?

How do I add products to my basket?

Click on the product page of the item you wish to purchase and select the size, colour and quantity, where applicable depending on the product. Once you do not wish to add any more items, click on proceed to checkout or access your basket to check that you have selected everything you wish to purchase.

How can I see what is in my basket?

In the top right-hand corner, you will see the basket icon. Click on it to access your basket.

How do I modify/remove products from my basket?

You must access your basket by clicking on the bag-shaped icon located in the top right-hand corner of our website. From there, you can remove products or change the quantity.

Do I need an email address to place an order?

Yes, an email address is essential in order to place an online order.

Can I pay by card or PayPal?

We accept credit and debit cards (except American Express) and PayPal.

Can I pay cash on delivery?

No, unfortunately cash on delivery is not available as one of our payment methods.

Can I pay by bank transfer?

Bank transfer is not included among our standard payment methods. Exceptionally, public organisations, companies, associations or similar entities that can only pay this way may contact our customer service team, who will explain how to proceed.

How can I request an invoice?

The invoice is sent by email once the order has been dispatched.

Shipping & Delivery

How long do orders take to arrive?

We offer delivery options from 24/48 hours, depending on the service you choose when placing your order. For more information, please see our Shipping and Delivery Conditions.

How much does shipping cost?

The final price will depend on the selected service and the size of the order. For more information, please see our Shipping and Delivery Conditions.

When will my order be shipped?

We dispatch orders from our warehouses every working day depending on the time the order was placed. You can find more information in our Shipping and Delivery Conditions.

Can I change the delivery address?

It is possible to change the delivery address if the parcel is still at our facilities. Unfortunately, this will not be possible once the parcel has been dispatched, which we will notify you about by email informing you that your order can no longer be cancelled or modified.

However, you can contact the courier company or alternatively contact us, and we will try to help you as much as possible.

How can I track my order?

Once your parcel leaves our facilities, you will receive an email confirming dispatch along with your tracking number. This will allow you to check the parcel movements directly on the courier’s website.

When will my order be delivered?

Your order will be delivered within the timeframe indicated at the time of purchase.

At what time will I receive my order?

Courier companies deliver orders on all working days throughout the day. Unfortunately, we cannot specify the exact delivery time for each address.

What happens if I am not at home when the delivery arrives?

Courier companies usually make a first delivery attempt and, if the customer is absent, they will normally contact you to arrange an approximate date and time before making a second attempt or inform you of the collection point where the parcel will be left for collection within the established timeframe. If the parcel is not collected in time, it will be returned to our facilities.

Where is my order?

Once your order has been dispatched, you can check the courier’s website using the tracking number we provided to see where your parcel is at any time.

Do you deliver orders to home addresses?

Yes, we deliver orders directly to home addresses.

Can I authorise someone else to collect my order?

If the delivery is to a home address, the parcel may be received by anyone, including a concierge or receptionist, providing their name, surname and ID number (depending on the courier company).

If the delivery is to a collection point, you may also authorise someone else to collect it on your behalf by providing the relevant authorisation along with the name, surname and ID number of both the authorised person and the account holder.

Do you offer international shipping?

Yes, we offer home delivery and collection point shipping within the European Union. Prices and delivery times may vary depending on whether the delivery address is outside Spain.

Can I receive a product earlier than the estimated delivery date?

At checkout, all available delivery options are shown, including 24/48-hour delivery. Unfortunately, we are unable to deliver earlier than the shortest delivery timeframe indicated.

Will I have to pay customs duties and import charges?

Orders shipped to the UK will not incur any customs duties or import charges upon arrival. All costs are paid at the time of purchase.

Products & Stock

How do I know if an item is in stock?

If the website allows you to purchase the item, it means it is in stock. If the website marks it as sold out, it means it is currently unavailable. In that case, we offer the option to subscribe and receive an email notification when the item becomes available again.

How do I know which size to choose?

All our costumes include the measurements for each model on the product page. We measure every item when it first arrives at our warehouse. Please check our Size Guide to make sure you are measuring yourself correctly.

The product I want is out of stock. When will it be available again?

You can subscribe on the product page by entering your email address to be notified when the item arrives back in stock. If you cannot wait, please contact our customer service team, who will check with the manufacturer and provide you with the closest possible availability date.

There is not enough stock. Can you get more units?

If there is not enough stock available, you can contact us and we will check whether we can obtain the quantity you need and when it would be available.

How do I know if the products I want to buy are available?

If the website allows you to purchase them, it means they are available in our warehouse and ready to be shipped.

Do you offer reservations?

No, we do not offer reservations. You would need to place the order to secure the stock.

Why can’t I select any size I want?

The website displays all the sizes available for each model. If a size is marked as out of stock, it means it is currently unavailable, which is why you cannot purchase it. However, you can subscribe on the product page by entering your email address to be notified when it becomes available again. If you cannot wait, you may also contact our customer service team, who will check with the manufacturer and provide you with the closest possible availability date.

How can I measure myself correctly?

To make sure you are measuring yourself correctly, please consult our Size Guide, where we explain how to do it.

Do the measurements correspond to height?

The measurements provided on each product page refer to the costume itself, not the height of the person who will wear it. You can consult our Size Guide if you need further clarification.

I need additional measurements. Is this possible?

We publish the costume measurements on each product page. If you exceptionally require a measurement that is not provided, please contact us and we will do everything possible to help resolve your questions.

How do I know if you have the product I’m looking for?

You can search our website using the search bar or by browsing through our categories and filters. If you still have questions afterwards, you can contact us through any of the channels we offer.

What material is the costume made from?

The product pages specify the materials used in accordance with EU Regulation No. 1007/2011.

What is included with the product/costume?

The product pages specify all the pieces included with each model.

Can you give me more information about a product?

If after checking the product page you still need more information, you can contact us and we will do everything possible to answer your questions.

How can I choose the colour/model for assorted products?

For assorted products, it is not possible to select a specific colour or model. You may indicate your preference in the order notes and we will do our best to accommodate it, although in some cases this may not be possible.

I am looking for a product that is not on your website. Can you get it?

Please contact us and we will do our best to source the product you need.

What size does M/L correspond to?

The M/L size is equivalent to a One Size fit. Please check the measurements provided on the product page to ensure you choose the correct size for you.

What size are the boot covers?

The boot covers are one size fits all.

Do you make custom-made products?

We are sorry, but we are not manufacturers and therefore do not produce custom-made items.

Prices & Discounts

How can I get a discount?

To get special discounts, you should subscribe to our newsletter. You can also visit our offers and promotions section, where we publish our permanent discount codes available throughout the year.

How do I use a discount code?

You must apply the discount code during the checkout process. You will have two opportunities to do this: the first is in your basket, just below the selected products, where you will see the option “click here if you have a discount code”. The second opportunity will appear again just before completing your purchase.

If you do not apply the code during checkout, we will not be able to apply it after payment has been completed.

Do the prices include taxes?

Yes, all our prices include all applicable taxes.

How can I receive offers and promotions?

To get special discounts, you should subscribe to our newsletter. You can also visit our offers and promotions section, where we publish our permanent discount codes available throughout the year.

I’ve seen that the prices have changed. Why?

The prices on our website may vary depending on market conditions and competition.

Do you offer discounts for groups?

Yes, you can visit our offers and promotions section to check our permanent discount codes available throughout the year, or contact us so we can review your case and possibly offer you a special discount.

Do you offer discounts for schools?

Do you offer discounts for companies and associations?

Do you have discounted/outlet products?

Of course, we offer discounted products and a dedicated section that you can browse in our Outlet category.

Returns

Can I return my order?

Of course, you can return your order. Please check our Returns Conditions section and follow the steps to request your return.

How do I return an item?

It’s very easy. You simply need to request the return and follow the steps indicated in our Returns Conditions.

Can I exchange a product/size for another one?

No, we do not offer exchanges. You can return the item and place a new order.

Can I return any product?

You may return any products that have not been unsealed. In the case of opened products, for health protection and hygiene reasons, there are some exceptions that we cannot accept.

The following excluded products cannot be returned if they have been unsealed: tights, make-up, wigs, masks, erotic products or similar items.

For more information, please see our Returns Conditions.

How long do I have to make a return?

You have 30 calendar days from the date of purchase to request a return. During campaigns such as Black Friday or Christmas, this period is usually extended. For more information, please see our Returns Conditions.

Are returns free?

Returns are not free of charge. For more information, please see our Returns Conditions.

Do you collect returns yourselves?

Returns are not collected from home addresses. For more information, please see our Returns Conditions.

Why has my return been rejected?

If we do not receive the product in the same condition in which it was sent, for example if it arrives dirty, damaged, used or with missing parts, the return will be rejected.

You can consult our Returns Conditions for more information.

What should I do if I have received a defective or incorrect product?

Please contact us so that we can resolve the issue as quickly as possible by arranging a replacement or collection, as appropriate.

The products I received are not the ones I ordered.

If you have received the wrong product, please contact us so that we can resolve the issue as quickly as possible by arranging a replacement or collection, as appropriate.

Products are missing from my order

If you have received an incomplete order, please contact us so that we can resolve the issue as quickly as possible by arranging a replacement or collection, as appropriate.

Parts are missing from my costume/product.

If you have received an incomplete product, please contact us so that we can resolve the issue as quickly as possible by arranging a replacement or collection, as appropriate.

Do you issue refunds?

Of course. If you return an online purchase, we will process the refund using the same payment method you used when placing the order.

What amount will I be refunded for my return?

We will refund the full amount for the returned items. Please see our Returns Conditions for more information.

What should I do if I have been refunded the wrong amount?

If you receive an incorrect refund, please contact us so that we can resolve the issue as quickly as possible.

Which payment method will the refund be made to?

We will issue the refund using the same payment method you used when placing your order.

When will I receive my refund?

Once our returns department has processed your return, you will receive an email informing you about it. Your refund will then be issued in the following days.

Do I have the right to cancel my purchase?

You may exercise your right of withdrawal in accordance with consumer protection legislation. Please consult our Terms and Conditions, where we explain how to proceed.