Effective date: 25 August 2025 (AEST)

Thanks for shopping with OktoberfestCostumes.com.au. We’re an event-focused store and want you to look fantastic on the day. Because costumes can be worn once and sent back, our business is open to “wear-and-return” abuse. To keep prices fair for everyone while still offering flexibility, eligible change-of-mind returns are issued as store credit only.

Nothing in this policy limits any rights you have at law. Where an item is faulty, unsafe, or significantly different to what was described, we’ll make it right.

Quick summary

Change-of-mind (size, style, event change): return accepted for store credit only when conditions below are met.
Faulty or misdescribed: we’ll repair, replace, or refund (including refund where repair/replacement isn’t appropriate). We’ll cover reasonable return postage if a return is required and the fault is confirmed.
Hygiene items (e.g., hosiery, underwear, wigs, opened face masks, opened cosmetics) aren’t returnable for change-of-mind. Faulty hygiene items remain eligible for a remedy.

1) Change-of-mind returns → Store credit only

We’re happy to accept change-of-mind returns for store credit when all conditions are met.

Conditions

Timeframe: request a return within 14 days of delivery (email admin@oktoberfestcostumes.com.au for a Return Authorisation number).
Condition on arrival back to us: items must be unworn, unused, unwashed, unmarked, and free of odour (e.g., perfume, deodorant, smoke). Original tags and packaging must be included.
Try-on tips: please try on over your own underwear, avoid make-up transfer, and keep tags attached until you’re sure.
Exclusions: hygiene items listed above, Final Sale items (clearly marked), custom orders and store credit itself are not eligible for change-of-mind returns.
Unauthorised returns: parcels sent without an approved Return Authorisation may be refused or returned to sender.

What you’ll receive

Approved change-of-mind returns are issued as store credit linked to your order email.
Expiry: store credit expires 3 years from issue.
Use: store credit can be used at checkout until the balance is exhausted. It isn’t redeemable for cash.

Postage

For change-of-mind returns, you cover return postage (please use a tracked service and keep the receipt).
Original shipping charges, including any express upgrade, are not credited on change-of-mind returns.

Fair-play (wear-and-return) note
We carefully inspect returns. If an item shows wear, odour, deodorant/make-up marks, damage or missing parts, we may decline the return and send it back. Where reasonable, we may offer to deduct a modest refurbishment fee (e.g., lint removal/steaming) and issue the remaining credit — we’ll always discuss this with you first.

2) Faulty, misdescribed or damaged on arrival

If your item is faulty, unsafe, or significantly different to what was described, please contact us, we will repair, replace, or refund, depending on what’s appropriate in the circumstances.

How to claim

Email admin@oktoberfestcostumes.com.au as soon as you notice the issue. Include your order number, a brief description, and clear photos/videos of the item and packaging.
We’ll advise next steps. If a return is required for assessment, we will cover reasonable return postage where a fault is confirmed.
If a refund is the appropriate outcome (for example, where a replacement isn’t suitable), it will be a monetary refund to your original payment method.

3) Exchanges (size/colour)

We don’t run a direct exchange service. The quickest way is:

Return the item (if eligible) for store credit;
Place a new order using your credit.

4) Return process (step-by-step)

Request: email admin@oktoberfestcostumes.com.au within the relevant timeframe to obtain a Return Authorisation (RA).
Pack: keep tags attached and place items back in their original packaging. Include your RA number.
Send: use a tracked service; the parcel is your responsibility until it reaches us.
Inspect & issue: once received and approved, we’ll issue store credit within 2–4 business days to your order email.

5) Shipping errors / missing items

If we’ve sent the wrong item or something is missing, contact us within 48 hours of delivery so we can fix it quickly. If a return is required, we’ll provide or reimburse reasonable return postage.

6) International customers

For change-of-mind returns, international customers are responsible for return shipping and any customs charges. For faulty items, contact us first; where a return is required and a fault is confirmed, we’ll cover reasonable return postage.

7) Event dates & late delivery

We do our very best to get your outfit to you in time please choose Express if your event is close. We can’t accept returns after an event where the costume has been worn, except where the product has a genuine fault. Delivery timeframes are estimates provided by carriers and are outside our control.

8) Promotions, bundles & partial returns

If you return part of a multi-buy or promotional bundle, your store credit may be adjusted to reflect the kept items at their full (non-discounted) price where applicable. We’ll always show you the calculation before finalising.

9) Proof of purchase

We may request your order confirmation, email address used at checkout, or other reasonable proof of purchase to assist with your return.

10) Risk, returns address & refused deliveries

Until a return reaches us, the parcel is your responsibility. Please use a tracked service.
If a delivery is refused or uncollected and returned to us, we can re-ship (shipping payable) or issue store credit minus any carrier return fees we incur.

Why we use store credit for change-of-mind

Costumes are special-occasion items. Some people wear them once and try to return them for a full refund. That isn’t fair on everyone else. Store credit lets us keep pricing sharp, reduce waste, and still give you flexibility to choose a better size or style later while, of course, fixing genuine faults promptly and fairly.

Contact

Customer Service: admin@oktoberfestcostumes.com.au
We’re proudly Australian-owned and here to help.