I’ve received a number of customer complaints over the last few weeks on our eBay store and website demanding to know why we don’t offer free exchanges on our costumes. One buyer even exclaimed that it’s ‘outrageous’ that we wouldn’t send her a costume in a different size when she’d paid to send the other costume back that didn’t fit.
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I’ll now do my best to explain my reasons and offer alternatives that might save you as much money as possible. You can view our exchange and returns policy over on our shop. The details regarding exchanges can be found at the bottom of the page.
It must be noted that we used to offer free exchanges on all items. We’re sadly not able to afford to do this due to the large increase in postage costs attributed to the Royal Mail price increases over the last two years. As a business our aim is to make profit on our orders, but at the same time customer service and satisfaction is a priority.
We weighed up our options and sadly decided that offering free exchanges (via post) was no longer a viable option. You’re more than welcome to pop by our business address and swap a costume in person, we have no issue at all with this.
All exchanges (and standard orders) are currently sent via Royal Mail 1st class recorded delivery as it’s a quick service that requires a signature. Using this service ensures that both buyer and seller are covered in the event of any issues. This option will cost you £3.75. Cheaper postage options are available to you, which I’ll cover in the alternative options in the next section.
In the event that you want to exchange a costume we require you to contact us here to let us know that you want to return an item(s) and exchange it. Please then return the costume to the return address found at the bottom of the postage label found on all packages. Include a note stating your name, address, email address, contact phone number and what you want to exchange the order for.
Once an order is received by us we’ll send you a payment request from Paypal for £3.75 (or the price agreed with you). Please then make this payment as soon as possible. Once payment is received we’ll send your order.
Please understand that we’re not trying to scam you out of additional money to send an exchange. It still ends up costing us money to send your exchange as Paypal charges us to receive your payment. Most of our profits go into sourcing new and exciting costumes for you to buy, improving our site to make it easier for you to use and providing great content on our blog for you to read. Without these profits our ability to provide these things would be severely limited.
If you’re not happy with paying additional costs for us to send out an exchange you’re welcome to a refund instead. If you do still want to swap your item for something else we can offer cheaper postage alternatives.
If you’re in a rush to get a new costume then we highly recommend chosing 1st class recorded delivery at least, if not special delivery, which costs £6.99. But, if you’re not in a rush you might want to have your item sent via standard mail. We can send your order via 1st or 2nd class standard mail, which isn’t tracked but costs £3.00 or £2.70. If you’d rather that we sent using this option please let us know and we’ll do it for you.
If you disagree with our policy or have any comments please do let us know in the comments section below. We’re very open to constructive criticism and welcome customer feedback.