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Returns Policy

Returns Policy

We hope you are delighted with your purchase however we understand there may be occasion to return your purchase. If you do wish to return all or part of your purchase please follow the steps below:

Please contact us immediately either by e-mail or telephone to tell us why you need to return your purchase. We can also discuss whether you would like a replacement or refund.

The items must be in their original packaging and unused and in a saleable condition. Make-up, underwear and teeth must be unopened and with their original seals in place.

Items must be returned to Captain Costume within 28 days of you receiving the delivery. We advise customers to use a secure method of returning the items such as Royal Mail special delivery, as we cannot be held responsible for loss or damage of items being returned.

When we receive the items we will check their condition meets the requirements above. The refund will be made back to the card that was used to purchase the item.

If we receive any returned items outside of the conditions of this policy (for example, you try to return an opened pair of stockings to us) the items will not be refunded. We will provide you with a reason why and if you would like us to post these items back to you, we will ask for £5.99 to cover the cost of a tracked postal service. Our Returns Team will be in touch with you to arrange payment of postage if you choose this option.
We are unable to process any refunds until we receive the original item back to us, so we suggest if you need an item quickly that you place a second order for the correct item.
Your statutory rights are not affected.
Damaged or faulty goods
Of course we will be happy to refund or replace damaged or faulty goods. However we are not liable in respect of any defect arising from fair wear and tear, willful damage, negligence, abnormal working conditions, misuse or alteration or repair of the items without our approval.

Please follow the instructions under the ‘returns’ policy for returning your damaged/ faulty item.

Captain Costume will refund any postage costs that may occur when returning damaged or faulty goods only and not returns due to wrong sizing or that are unsuitable.

Order Cancellation
You may cancel all or part of your order if you so wish. You must notify us as soon as possible, either by phone, fax or e-mail. If you send an e-mail we will note the time the e-mail was read, not when it was sent. You will not be charged any penalty and your payment method will also be cancelled.

If we have already dispatched your order you will need to return the items to us within 28 days of you receiving the goods. We will not be able to refund the postage cost for returning these goods. Please read the returns policy in the ‘Delivery and Returns’ section for more information.

Unfortunately we cannot accept returns of contact lenses, cosmetics, panties, hosiery and wigs where the packaging has been opened, so please make sure you’re happy with the product before opening the packaging. If you attempt to return any of these items and they are found to be worn we are not obliged to issue a refund.
We ask that you care for our goods whilst they’re in your possession, and all items returned to us should be in its original packaging. The product must always be suitable for resale, and all items will be inspected by our Returns Team when we receive it.
If any of the product or its packaging is missing, we aren’t obliged to issue a refund.
You and the carrier you select are fully responsible for the condition of the returned goods until they are received at our warehouse. The cost of return postage is at your expense, and we recommend you use a tracked service and obtain proof of postage. We cannot refund the cost of outbound shipping and packing.
Choosing a non-tracked postage service could result in a delay in processing any refunds.
When we receive the goods we will check their packaging and ensure the items are re-saleable. We will then issue a refund to the card he original payment was made.

IMPORTANT: When returning items please include the invoice or a copy of the invoice. This will speed up your refund payment

Card refunds may take up to 10 days to be credited back to your account

Please Note The Following:

1..Faulty products will be replaced with the same product if available or refunded back to a credit card at customers request

2..Wrong size products will be replaced with the same product in an alternative size if available or refunded back to a credit card at customers request

3..We do not offer a refund after a 28 day period from delivered date

4..Any goods returned outside of our Returns Policy date will not be eligible for refund or exchange

5...Returns that reach us damaged or without packaging will be refused refund and returned to customer

Please package items securely and return to the postal address below and include the invoice or a copy of the invoice in with your return.

Captain Costume,
‘The Turret’
Heathfield Road
High Wycombe,
HP12 4DG

IMPORTANT: Please note that Captain Costume is a internet based business and does not have a shop premises.

Your rights to return goods are protected under the EU Distance Selling Directive which can be found at http://www.hmso.gov.uk/si/si2000/20002334.htm

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