Online orders ship directly from our supplier’s warehouses, so returns follow the steps below rather than a visit to our Hollywood store. Online purchases cannot be returned or exchanged at 6600 Hollywood Blvd.

What can be returned

You may return eligible items within 14 days of delivery, for any reason, if they are unopened, unworn and unused, in the original manufacturer packaging with all labels and tags attached. Email [email protected] within 14 days of delivery to request a Return Merchandise Authorization (RMA). Include your order number, the item(s), and the reason. We will reply with the RMA number and the warehouse return address. Packages sent without an RMA number, or to any other address, cannot be accepted or refunded.

Returned items must be shipped within 14 days of the RMA being issued, by a traceable service (UPS, FedEx, or USPS with tracking), with the original packing slip and your RMA number inside.

Items that cannot be returned

For hygiene and safety reasons, and because they are made or ordered for you, these are final sale:

• Wigs, beards, eyelashes, facial hair and any other artificial hair
• Fangs, fake teeth, prosthetics, makeup and cosmetics
• Masks
• Undergarments, socks, stockings, tights and hosiery
• Food and candy items
• Personalized, special-order, closeout and clearance items
• Any item whose product page says it cannot be returned
• Anything opened, worn, used, washed, altered, missing pieces, or not in the original manufacturer packaging with labels attached

Costumes, shoes and boots are returnable only in their unopened, unblemished original packaging. For animatronic or electrical items, contact us before returning.

Damaged, defective or wrong item

Genuine defects are rare. If you believe an item arrived damaged, defective, or is not what you ordered, email us within 3 days of delivery with your order number and clear photos of the item, its packaging and the shipping label, before wearing or using it. Each request is reviewed and resolved on a case-by-case basis. If the warehouse confirms the problem on inspection, we will replace the item or refund it and the restocking fee will not apply. Items that have been worn, used, or opened beyond what is needed to inspect them, or reported after 3 days, are handled under the standard return terms above, and a claim does not by itself waive shipping or restocking charges.

Worn-and-returned items

Every return is inspected at the warehouse. Costumes and accessories that show any sign of wear, use, washing, odor, makeup, glitter, pet hair, or missing pieces are refused and shipped back at your expense; no refund is issued. This applies year-round, including the days before and after Halloween.

Return shipping and fees

• You pay the return shipping on every return unless a defect is confirmed as described above. Original shipping charges are not refundable.
• A 20% restocking fee is deducted from the merchandise refund on non-defective returns.
• Refused or undeliverable packages are treated as returns and are subject to the 20% restocking fee.

Refunds

Refunds go to the original payment method for the merchandise price, less the restocking fee where it applies. Please allow up to 14 days after the warehouse receives your return. During the Halloween season (October and November) this can take up to 4 weeks.

Exchanges

We do not process direct exchanges. Return the item for a refund and place a new order for the size or item you need.

Questions: [email protected] or (323) 464-4444.