FAQ's for Purchasing Costumes Online
Dispatch and Pick Up times
Next Dispatch will be sent at
3pm Monday the 30th of April 2018.
Orders placed for pickup will be processed within 1 to 5 hours and will be ready to collect between
9am-9pm Monday the 30th of April 2018.
Our warehouse and customer service teams will be inoperative from Wednesday 25th April until Monday 30th April 2018. All orders placed during this time will be processed on Monday 30th April 2018. All email and telephone inquiries will be addressed on Monday 30th April 2018.
The next dispatch will be Monday 30th April 2018, with goods delivering on Tuesday 1st May to most major cities and towns.
Orders placed for pickup will be available on Monday 30th April 2018. Text messages will be sent advising when orders are ready to collect.
How long will it take for you to send my costume and when should I receive it?
We're super fast!
Place your order before 3pm (Sydney Time) on weekdays, and we will dispatch the same day. This means within greater Sydney you should receive your costumes by next working day*.
For areas outside of greater Sydney we use StarTrack Courier service**. Metropolitan areas and most major towns receive orders within one working day of dispatch.
We cannot guarantee door to door delivery for every customer. Buyers in remote areas such as farms, small towns, out-of-town properties in rural areas, mining camps etc may have the freight delivered to the nearby post office or freight centre. Please use the tracking details supplied to locate your parcel during the delivery process.
You can read more detailed information about how quickly we can deliver to you on our Shipping Info page.
Where is your shop?
Our 'shop' is available ONLINE 24 hours a day, seven days a week! (You're standing in it!)
As our store is online only, we do not have a physical storefront or showroom.
Our office is located in Northmead, and pre-ordered costumes are available to collect from there once you receive confirmation that it is ready.
Can I pick up my costume from you?
Click and Collect is definitely available!
You can select 'Pick up from Northmead, NSW' at checkout, which will remove any P&H charge and let us know of your intentions.
Turnaround is approximately 3-5 hours after placing your order on business days, and we will send you an SMS (and second email) once the order is ready to pick up! If your requirement is more urgent than this timeframe, let us know and we will attempt to accommodate where possible.
After you receive the SMS to confirm your items are ready, you can collect between 9am and 9pm Monday to Saturday.
The full address will be at the bottom of your sales confirmation (displayed onscreen and sent via email when you order).
To avoid disappointment, please do not attempt to collect your costume until you hear from us to confirm it has arrived at the collection address.
Please note, the pickup address is not a showroom or shop. There are no costumes (other than those you have pre-purchased) available to see at our collection location.
Can I just come to your address and buy a costume?
No. With over three thousand lines in stock, a website is by far the best way to display so many items available for sale, while still enabling us to keep the prices super low. This is why there is no showroom for you to visit or shop in person.
You can certainly place your order online to PICK UP FROM NORTHMEAD if you'd rather not pay for delivery. Please read the information about pickups on our Shipping Info Page for more details.
How do I know if an item is available for purchase?
If our website lets you add it to your cart then it's in stock and ready to ship!
www.costumeone.com.au is updated electronically 'real time', therefore, if an item is not in stock it will show you a SOLD OUT message when you try to select a size. Available sizes are shown as IN STOCK so you know they are available and you can have them delivered as soon as one working day's time in major cities.
How do I check for prices?
Prices are just a click away!
Our website offers all necessary pricing information detailed on each costume listing. If prices change it becomes effective only when the website is updated to reflect the changes, therefore pricing information on the site is as current as possible.
Do you deliver on weekends?
Our courier delivery days are only Monday through Friday. Pre-paid Click-and-Collect purchases can be collected between 9am-9pm on Saturdays, after you receive an SMS confirming that the order is ready to pick up. Purchases ordered for delivery cannot be changed to pickup once they have been dispatched to the courier, however prior to leaving our premises, freight choice changes can be arranged.
Do your Hire Costumes?
We closed our hire division in March 2011, so now we only sell brand new costumes and accessories via our website.
Can I collect my costume from your warehouse?
Collections can be arranged from our office in Northmead, however our warehouse is a separate facility and purchases cannot be collected there. The pick up address is supplied on your invoice at the time of purchase. Please read the information about pickups on our Shipping Info Page for more details.
Can the delivery address be different to my invoicing address?
As you wish!
A courier will deliver your costume, so please use an address where someone will be present to sign for delivery during business hours, ie your workplace. For residential deliveries, if no-one is home to sign, the parcel will likely be left on the premises without a signature, so for security for your purchase, please supply an appropriate address.
Remember to include any special instructions in the section provided, for example to nominate the best place for a courier to 'hide' the parcel, or helpful hints to find the address.
Please note that our Overnight Freight is not valid for delivery to PO box addresses.
If a PO Box is supplied and we can't reach you for a physical address, the parcel may be sent via standard Australia Post, and delivery times vary.
Do you ship overseas?
Not at this stage. You can enter an international billing address, however the shipping address must be within Australia for us to complete your order.
Can I get delivery to my PO Box?
Our express freight offer does not apply to post office box deliveries, as we use Couriers who deliver the fastest to your physical street address. If you insist on a PO box address for delivery it may be sent via Australia Post, and delivery can take 2-7 working days depending on your area.
If you live in a very rural outpost, it's likely that the Australia Post contractors in your area will leave the parcel at the local post office for you anyway, but it's still better to supply your physical address in our form.
How much do you charge for delivery?
There is a flat rate $9.95 postage and handling charge to deliver all orders within Australia, on the overnight service.
How can I pay for my purchase?
We accept Visa and Mastercard via our security encrypted website, or you can place an order with one of our customer service staff to access payment via Paypal or direct deposit. Please leave a message or email your intentions, and our staff will contact you to arrange it.
PAYPAL - Place your order over the telephone and receive your invoice number, reference this number at payment via paypal, using account firstname.lastname@example.org
DIRECT DEPOSIT - Place your order over the telephone and you will receive an invoice to pay upon, and account details to deposit to.
***Please note that with any orders paid via Paypal, or Direct Deposit, the goods will be dispatched only when funds are received/cheques cleared. Orders waiting on payment can be withheld from sale stock for 48hours after the order is placed, at which time the order is cancelled if payment has not been confirmed, and goods are then returned to stock.***
Will my costume be exactly the same as the picture?
We try! Every effort is made to ensure the costumes are displayed correctly on our website. Costume style and colour is subject to change at the manufacturers' discretion. Wherever necessary our website will be updated with any differences, however it is not always possible to determine changes whilst costumes are still in their packaging. Please also see terms and conditions of sale.
How do I know which is the best size for me?
Our detailed and relevant sizing charts for each costume can be accessed by clicking the link displayed on any costume page. You can use these charts to check how our sizes correlate to your dimensions. We've done our best to 'translate' overseas sizes to reflect what we're used to here in Australia, even though the size numbers on the packaging are often US. We also update sizing regularly and add extra tidbits to help you if we learn of any variations, to help you get it just right.
If you think that you are a unique fit, our experienced staff are happy to help with your sizing questions, either via email or telephone.
What do I do if the costume doesn
Send it back of course!
We can arrange refunds or exchanges to other available sizes when you tell us of the issue by telephone or email.
If a costume does not fit you can return it for a refund within 30 days of the initial purchase. Please make sure it is in its original packaging, undamaged, unworn and unwashed. Please read our full T&Cs about returns.
Simply let us know of the return, and send back the item in the post to the address we supply when you register your return. We will refund the item returned, and you may purchase a replacement via the website in the usual manner. This is the quickest way to get a replacement, especially if you're short on time.
Please note that postage incurred on all returned items remains your responsibility.
Do you offer exchanges or refunds?
Yes. You can read in detail about it on our T&C's page.
We have a limited return policy, whereby complete, undamaged, unworn, unwashed costumes returned in their original undamaged packaging will be given a refund when they are received within 30 days of purchase. Please register your return with our office (preferably by email)to receive a registration number and return address.
Please note postage is NOT refunded. All postage for returning items remains your responsibility. All costumes returned will be inspected upon return- if the costume is soiled, damaged, or staff deem the costume to have been worn (other than to try on briefly) a refund will not be granted.
How is it best to contact you?
Email us on email@example.com .We make every effort to
reply to all our emails within 2 hours on weekdays. If you would like to speak with a human, please feel free to contact customer support. Our office is regularly unattended as we work tirelessly in the warehouse, however you can leave a message for callback when our team are available.
Do you sell costumes for children?
Kids, adults, pets... you name it! You can see the full range of children's costumes by clicking the link to Kids Costumes in the top navigation bar. You can narrow it down even further using the Filter Menu. As always, if you can't figure out our site, give us a call and we'll walk you through it, to help you find the best costume yet.
Can I find you on social media?
I hope so! CostumeOne have a presence on Facebook, Twitter, Pinterest, Instagram, Vimeo, Google+ and YouTube. Use the icons at the bottom of our homepage to connect with us via these pages.