Welcome to Purecostumes Store, where we’re dedicated to creating magical costume experiences for our global community of families, cosplayers, and party enthusiasts! We want every costume to bring joy and create unforgettable memories. However, if something isn’t quite right with your order, our hassle-free returns and exchanges policy is here to help.
Our Return Policy
We accept returns and exchanges within 15 days of you receiving your items. To be eligible for a return, your item must be:
- In its original condition
- Unworn and unwashed
- In the original packaging with all tags attached
- Accompanied by the original receipt or proof of purchase
Important Note: Non-Returnable Items
For health and safety reasons, the following items cannot be returned or exchanged:
- Wigs (due to hygiene considerations)
- Opened makeup or cosmetic accessories
- Personalized or custom-made costumes
- Items marked as “Final Sale”
How to Return or Exchange an Item
Follow these simple steps to return or exchange your costume:
Email us at [email protected] within 15 days of receiving your order. Include your order number and the reason for your return or exchange.
Our friendly customer service team will review your request and send you a Return Authorization Number and shipping instructions within 1-2 business days.
Carefully pack the item in its original packaging, include your Return Authorization Number visible on the outside of the package, and ship it to:
Purecostumes Store Returns
3342 Ford Street
San Jose, CA 95131
USA
Once we receive and inspect your return, we’ll process your refund or ship your exchange item. You’ll receive an email confirmation when this is complete.
Return Shipping Costs
Customers are responsible for return shipping costs unless the return is due to our error (such as shipping the wrong item or a defective product). We recommend using a trackable shipping service and purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.
Refund Information
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within:
- Credit/Debit Cards (Visa, MasterCard, JCB): 5-10 business days
- PayPal: 3-5 business days
Please note that your bank or credit card company may take additional time to process and post the refund to your account.
Note: Only regular priced items may be refunded. Sale items cannot be refunded. If you received a discount code (like our 10% OFF code GDWL6V), the refund amount will reflect the discounted price paid.
Exchanges
We only replace items if they are defective or damaged upon arrival. If you need to exchange an item for the same product in a different size, please follow the return process above and place a new order for the correct size.
Return Request Template
Use this template when emailing us about your return or exchange:
Subject: Return/Exchange Request – Order #[Your Order Number]
Email to: [email protected]
Dear Purecostumes Store Customer Service Team,
I would like to request a [return/exchange] for my recent order.
Order Number: [Your Order Number]
Date of Purchase: [Date]
Item(s) to Return/Exchange: [List the items]
Reason for Return/Exchange: [Please provide details]
Preferred Resolution: [Refund / Exchange for (specify item and size if applicable)]
Please send me the Return Authorization Number and further instructions.
Thank you,
[Your Full Name] [Your Email Address] [Your Phone Number – Optional]Need Help?
Our magical customer service team is here to assist you with any questions about returns or exchanges. Contact us at [email protected] and we’ll be happy to help make your costume experience truly enchanting!
Thank you for choosing Purecostumes Store – where we bring your costume dreams to life with security and style!