Returns

In Costumalia, customer satisfaction is our top priority. If you would like to make a return in our store, you have 30 calendar days from the date of purchase to request it.
All our products can be returned provided they have not been used and are returned in their original packaging. Our costumes and accessories may be tried on, but for health and hygiene reasons, returns cannot be accepted for the following items if the seal has been opened: tights, wigs, masks and erotic products.

Returns involve a charge to cover shipping costs. If you receive a defective or incorrect product, please do not arrange the return yourself. Contact our customer service team so that we can resolve the issue.

Important Notice!
Please ensure that the items you wish to return are unused, unwashed, complete and include all labels and original packaging (including blister packs). Products must be packaged correctly to avoid damage during transport.

At Costumalia, we carefully inspect all returns to ensure that items are in perfect condition before they are placed back on sale and the refund is approved. Any signs of use will prevent the return from being accepted.

If the returned product does not meet these conditions, it cannot be refunded and the customer will be responsible for any shipping costs should they wish to have it returned to them.

How to request a return

Access the returns portal by clicking here and follow the indicated steps.

 

1.Conditions for making a return

You may return the entire order or only those items you decide not to keep.

Through our returns portal, you can request your return and choose the shipping method that best suits your needs:

  • You may receive a return label, at the cost specified during the process depending on the number of returned items, to drop off your parcel at a FedEx collection point of your choice based on your postcode.
  • You may send the parcel yourself using any courier or postal service of your choice, assuming all shipping costs and any charges related to customs clearance. The shipment must clearly state that it is a purchase return (“Returned Goods” or “Customer Return”) and the customs documentation must be completed correctly to avoid additional import charges. If the parcel arrives at our facilities with unpaid customs charges, import fees or incorrect documentation, the shipment will be rejected and returned to the sender.

Once your parcel arrives at our facilities, it will be inspected by our team and you will receive an email notifying you of the outcome. If everything is correct, the refund corresponding to the returned product(s) will be processed within the following days.

Refunds: the refund will be issued for the value of the returned product(s), deducting the cost of the return label provided by Costumalia if the customer chooses this option. Refunds will always be made using the same payment method used to place the order.

2.Products received with manufacturing defects or incorrect items 

If we deliver a product with a manufacturing defect or an error in the model, size, colour or similar, please contact us (providing a photograph so we can verify the defect or error) so that we can arrange a replacement, price reduction or refund at no additional cost.

It is important that you contact us first, as if you return the product on your own, we will not be able to cover any expenses incurred.

3.General conditions

At Costumalia, we reserve the right to reject or reduce the value of returns for products that are not received in accordance with our conditions:

  •  The product must not have been used, handled improperly or damaged.
  • It must be returned in its original packaging, including all accessories.
  • If we receive the product without the complete packaging (hanger, cardboard insert, etc.), we will accept the return but may apply a depreciation of up to 50% of the refund value due to the replacement cost of these items in our warehouse.
  • If the return is rejected because it does not meet the required conditions, we will not be able to issue a refund. In this case, you will be notified so you can send the missing parts or arrange collection from our facilities. We will store the product for a maximum of 15 calendar days while awaiting your response.
  • Returns are inspected and refunded within a maximum of 15 calendar days from the date the parcel is received at our facilities. Although we always aim to process returns sooner, during high-demand periods such as Halloween, Carnival and Christmas, this timeframe may be slightly longer.
  • We are not responsible if the customer sends the return to an address other than the one indicated, nor for any resulting costs.
  • Return Address: 
    COSTUMALIA
    Ctra. de Ribadetea s/n. Km1
    36860 Ponteareas
    Pontevedra (Galicia) SPAIN

If after reading our conditions you still have any questions, please contact us and we will be happy to help.