Our Frequently Asked Questions:
– Why can I not get through by phone?
Quick Answer: Most of the answers will be on the website, and I do prefer emails as I am often in and out of my office. By contacting me via email, I can also investigate your question, and get back to you promptly with an accurate answer.
Long Answer: I am a sole trader, which means it is just me, and I do absolutely everything. Many years ago I used to answer the phone, but my whole day was consumed by phone calls. I got behind with picking and packing orders along with everything else, that I became overwhelmed to the point of wanting to quit (and I love my business, so this was a difficult time). I am a mother of 3, and this was not viable for mine, nor my families well being. I know this does not suit everyone, and yes, I have received nasty messages. But, at the end of the day, I do my best and just hope the majority of people will understand.
Please don’t hesitate to make contact, I honestly do answer promptly (within business hours – Don’t forget to check you spam folder if not received)
– Where is your store located?
We Do Not have a Retail Store. We trade from a Home Office, Not a Shop,
so unfortunately we are not able to provide the “come in and shop” experience.
Orders are placed online, then dispatched via Australia Post. We do also offer a free Click & Collect option (Townsville Only)
– Do you Hire?
No, we Do Not Hire.
Our aim is to provide a great range at great prices instead.
– How do I know if something is in stock?
Our on-line shopping cart is inventory based. This means that if you add a product to your shopping cart and it accepts, it is in stock.
By placing an order on-line, the item is then put on “hold” for you, so you do not run the risk of missing out.
If, for any reason (whether it is damaged or missing), we are not able to provide the item, you will be contacted promptly before we finalise your order.
– What sizes do your costumes come in?
Each item comes with a “Product Description”. This is where you will find all the information on that particular product. This includes the size and Size Chart link (if applicable). The information on the Size Charts are supplied by the supplier of that particular product. Please use these as a guide only.
– I am interested in a costume and live in Townsville, am I able to come & try it on first?
No, unfortunately we are not able to offer this. We do not have a retail shop front, we are on-line only. If you are unsure about a product, we encourage you to ask. All products do have a description and sizing (if applicable). We do offer refunds, but please choose carefully as some items are not refundable. For further information on refunds, please refer to our refund policy.
– I am looking for something that is not on your site, are you able to get it in?
Unfortunately our many suppliers require minimum dollar value orders, so we can’t just order in one thing at a time. You will find our whole range on our website (if it is not listed, we do not have it in stock)
– I require it urgently, how long does it take to receive my order?
This obviously does depend on where you are. If your order is urgent, please notify us in the comment section of your order. You will be notified promptly if there was going to be any delays.
For postal orders, orders received (and paid) by 3pm AEST, will normally leave the same day (applies to Australia Post orders only). For Express Post, please allow an extra day/s as we are not classified as a capital city to be included within their “Network” of 24 hour guaranteed delivery. For more detailed information, please refer to the Australia Post website. www.austpost.com.au
Please note: Australia Post shipping days are calculated in FULL BUSINESS DAYS (does not include weekends)
WE ARE CURRENTLY NOT OFFERING ARAMEX AS A SHIPPING OPTION For Aramex (Fastway Courier), orders received (and paid) by 9am will be collected the same morning (possible afternoon delivery). Orders received by 12noon, will be collected by Fastway Couriers that afternoon (possible morning delivery). Delivery is subject to their timetable, so please check their www.fastway.com.au for courier delivery times.
** ARAMEX COURIERS ARE FOR STREET ADDRESSES ONLY,
THEY ARE NOT ABLE TO DELIVER TO A POST OFFICE BOX **
– I would like my order shipped, but it is not allowing a shipping option?
If you are an international customer, unfortunately we do not currently service outside of Australia.
If you are within Australia, please contact us. All Postcodes should work, and we will need to fix it immediately.
OVERSIZED / AWKWARD PRODUCTS
Due to the size and fragility of some products, we have chosen to supply these as Click & Collect (Townsville) Only. These products are clearly marked as Click & Collect Only.
Postal Orders that include any of these items will be removed from your order and refunded. The balance of your order will still be shipped as per normal.
– I have placed an order on your site but have received no confirmation or a Tracking Number.
You will always receive a confirmation and be sent a tracking number once shipped. Notifications that have not been received are usually due to an incorrect email address being supplied. Another reason is that it has been treated as Spam, so it may be in your Junk Folder. Please contact us if you do not receive either of these notifications.
– I have contacted you but have not received a reply.
We will always respond within 48 hours (normally within a few business hours). Unfortunately, not all emails make it to their final destination. We are also often given incorrect return email addresses which results in a non delivery of our reply, so please contact us again. Please also check your SPAM folder, they do often (unfortunately) end up there sometimes. We are also finding that some Servers are rejecting our email address, which then blocks our return emails. Please add us to your Safe Sender List to avoid missing out on a reply.
– My Express Post order has not arrived overnight?
Orders that are dispatched using Express Post, are not overnight guaranteed. Townsville is not within the “24 Hour Guarantee” Australia Post network. So depending on where you are, you will need to allow an extra night/s. You will also find this information in our “How to Order” and “Our Terms“.
All orders include tracking details (excluding Order Collection and ‘Large Letters’ which may be used for ID Bands etc…)
To track your order, please contact the carrier direct with your tracking number which has been provided.
We also (where possible) provide Australia Post with your mobile number for tracking purposes. Australia Post will text you with all movement relating to your parcel. If you do not wish Australia Post to provide this service, please advise us in the comment section of your order.
Australia Post Parcel Tracking
– Payment Issues or Parcel Disputes?
Please contact us first and allow us the opportunity to resolve any issues that you may have. By escalating immediately to Paypal (for example) it creates a case against us and we are then not able to resolve it promptly, which is our preferred choice. We are seeing a spike of customers going direct to Paypal because of their errors (or change of mind and wishing to cancel), or because Paypals processes are misunderstood by the customer – Paypal unfortunately makes it too easy to raise unnecessary cases against a business (black marks against our account) We currently have Zero cases against us due to our business being at fault, but we would like to preferably have no cases at all. We have no control over Paypal, so until Paypal closes the case, we are limited with what we can do as funds are held etc….
Please just contact us first 🙂
For all other enquiries that are NOT listed above –
Please contact us here
Office Hours 9am – 6pm Monday to Friday