Frequently Asked Questions & Help Centre

 

Here are some frequently asked questions that we think will help you when making your order with AllFancyDress.com. If there are any other questions or you would like further information on our returns policy, sizing and orders please feel free to contact us, we are always happy to help.

Is it safe to order from AllFancyDress.com?

Yes! All our orders are handled using 128-bit encryption that ensures all your details are safe. When you place an order with us, we do not store your credit card details. The payment is processed directly with Barclays Bank. So, when ordering with AllFancyDress.com you can rest assured that your credit card details will not be made available for hackers to find.

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How do I make a purchase?

To make a purchase, simply browse our products, find the item you want and then click "ADD TO BASKET". In most cases you will need to select the correct size from the drop down menu.

Please note: Cookies must be enabled on your internet browser for the cart system to work. If you are having difficulty, read the section below regarding 'Enabling Cookies'.

New users you will need to register in order to purchase thier items. This is a very quick process which simply involves submitting a few details about yourself. You will then be logged in and ready to proceed to our secure payment area. Registration enables you to track your order and also receive emails updating you about your order status.

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How long will my order take to be delivered?

We like to give our customers a great range of delivery options to suit all requirements. All Fancy Dress offers various types of delivery, all at very competitive prices, details of which you can find in our Delivery options section.

UK Delivery Options

  • Royal Mail Recorded "Signed For" Delivery - approximately 2-3 days delivery service.
  • Royal Mail "Special Delivery next day before 09:00" – Next Working Day by 9am
  • Royal Mail "Special Delivery next day before 13:00" – Next Working Day by 1pm
  • Royal Mail "Special Delivery Saturday before 13:00" – Saturday following the order by 1pm

When selecting a Next Day Delivery option, you must order before 17:00 to ensure that you receive your item(s) the next working day. If the order is made after this time, please note that your items will not be dispatched until the following working day. If you require a next day delivery after this time please ring us on +44 01268 574170 to enquire as during quieter times we may still be able to dispatch your order up to 17:00.

Please note: We ship and deliver items on working days only (not weekends or bank holidays). This is with the exception of Saturday delivery where the necessary premium has been paid.

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Is it possible to track my order at every stage?

Yes! But only if you have chosen the Royal Mail Special Delivery Next Working Day or Saturday Service. It is fast and easy to track your order, simply log in using the details you supplied during your registration; this will allow you to keep track of your order to see what stage of delivery it is at.

If you have selected our Royal Mail Recorded Delivery Service (approx 2 days) you can track when the delivery has been made or attempted. However, it does not give stage by stage tracking information.

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How can I contact you?

We are always happy to help, if there are any urgent enquiries please contact us in office hours (9am to 5pm) during the week on +44 (0) 1268 574170. Alternatively get in touch by sending an email to us at info@allfancydress.com .We can also be contacted via our postal address and fax, which can be found in our Contact details section.

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What is your privacy policy?

We will not disclose any of our customer’s information to third parties, but we may send you emails with special offers or discounts. If you want to opt out of our emails follow the 'unsubscribe' information at the bottom of every email communication. If you wish for any further information, view our full Privacy Policy.

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Can you ship internationally?

Certainly! We have the ability to ship items to most European destinations.

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Will I be charged customs and import charges?

Any customs or import duties are charged once the parcel reaches its destination country and these charges must be paid by the customer who orders the item(s). Custom policies and import duties do vary from country to country and unfortunately, we cannot tell you what the cost would be. If you are looking for information about customs and import charges, we advise for you to contact your local customs office.

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What are the washing instructions and what care should I take?

All washing instructions can be found in the label of your costume, however we do advise you to have them dry cleaned to ensure you receive the best results possible.

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What payment methods do you accept?

We like to make your shopping as convenient as possible and so we accept an extensive range of payment methods, including:

payment methods

You can rest assure all payments are secured by thawte and Sage pay.

secured by thawte and Sage pay

If you have any queries on other payment methods please feel free to contact us on: +44 (0)1268 574170.

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What size should I order?

All our costumes are constructed to accommodate a variety of sizes. We also have a dedicated area for plus size costumes.

If you have any problems with the sizing of your costume, please follow our returns and exchange policy. If you have any concerns about the length, fit or style of any costumes, our customer care centre are more than happy to take your call. The contact number is +44 (0)1268 574170.

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I have seen the costume I bought recently and it is at a different price

Costume prices do change from time to time, and are affected by a number of different factors including stock availability. As such prices are subject to change, and are correct at the time of publication on the site only.

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I have received an incorrect item in my order

If you have received an incorrect item with your order then please visit our Online Customer Returns Centre, and follow the simple on-screen instructions. This should only take a couple of minutes of your time and will also generate a printable returns form and label for you to use. The Online Customer Returns Centre can be found at the following address:

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Returns Policy and Process

We pride ourselves with providing excellent customer service at All Fancy Dress and we understand that occasionally items that we send out may not fit properly or arrive with manufacturing faults. If this does happen you can be sure that if you wish to exchange or refund the product we are happy to oblige. If the product is faulty and the return meets the criteria (see 'conditions and processes' below, which can be found below), and has been accepted by our returns department, customers will receive the option of an exchange or refund.

In the case of customers wishing to return items that are not faulty (i.e. either they do not fit, or are unsuitable) then customers must ensure that they send back such items within 7 working days following the date on which they received the goods in the same condition that they were received in. Please note that your delivery date will be verified by the tracking number assigned to your order, and that this policy will be strictly adhered to.
Please Note: costumes may differ from the product image shown, and are for illustration only.

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Cancelling Orders before they have been shipped

At All Fancy Dress we understand you may wish to cancel an order or part order transaction before it is shipped. If this is the case, please contact us do so immediately by telephone on: +44 (0)1268 574170. If the item has not yet been shipped then you will not be charged any penalty and your credit card transaction will be cancelled.

If the order has already been shipped, then please refer to the 'Non Faulty Returns Process'.

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Returns Process for Faulty Items (Post Shipment)

If the item that you have received is faulty then please visit our Online Customer Returns Centre, and follow the simple on-screen instructions. This should only take a couple of minutes of your time and will also generate a printable returns form and label for you to use. The Online Customer Returns Centre can be found at the following address:

 
Please note that all returns of this nature are subject to the Faulty Items Terms and Conditions below.

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Terms and Conditions- Faulty Items

When faulty items are returned to us, the All Fancy Dress Returns Department reserve the right to investigate the condition of such goods, in order to establish whether the fault is indeed a valid manufacturing fault, or can be shown by evidence to be due to customer “non fair wear and tear”. When the item has been checked over and if the return is accepted, then we will give you the option of a refund or an exchange.

If the item fails to meet the checklist of a faulty item, i.e. where it is due to wear and tear, the postage cost for return of goods must be borne by the customer. Where a customer does not agree to the return postage charge the said goods will be destroyed after 30 days.

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Non Faulty Returns Process (Post Shipment)

Please visit our Online Customer Returns Centre, and follow the simple on-screen instructions to check whether your Returns Request is valid. This should only take a couple of minutes of your time and will also generate a printable returns form and label for you to use. The Online Customer Returns Centre can be found at the following address:

 

Please note that any non-faulty returns are subject to our General Returns Terms and Conditions (see below).Back to top ^

 
Terms and Conditions- General Returns

When returning your costumes or/and other products, you may cancel your order up to 7 working days following the day on which you receive the goods you ordered. All goods must be returned to us in the original packaging and in the same condition as you received them. You the customer will have to bear the cost of returning the items and to mitigate against the risk of lost post, we recommend recorded delivery is used as a minimum service. In the instances of valuable items an insured service i.e. Royal Mail Special Delivery will indemnify you against damage in transit.

Please note that returns of hosiery (tights/stockings) and wigs will only be accepted if the items are returned unopened and unused. Please note that, due to reasons of hygiene, we do not accept the return of fake teeth AT ALL, except where the item is faulty.
After 7 working days following the day on which you receive the goods you ordered, it is at the discretion of All Fancy Dress Ltd as to whether a refund will be offered and in all cases where it is agreed that goods maybe returned a 25% handling fee will be applied.
Please note: In all instances where packaging has been damaged or goods are not as new it will be at the sole discretion of All Fancy Dress Ltd as to whether a full or partial refund will be applied, (unless the goods are faulty). Customers do have the right to open packaging in order to inspect the condition of any goods. In cases where packaging is sealed, we understand that damage to the packaging may occur, however customers should take reasonable care to minimise this damage. However, in the case of packaging that can be resealed (which applies to the majority of our products) the items and packaging should be resealed and returned in the same condition in which they were originally sent out. Any cardboard inlays included should be placed back inside the packaging and returned as well.
Where goods cannot be refunded, postage cost for return of goods must be borne by the customer. Where a customer does not agree to the return postage charge the said goods will be destroyed after 30 days.
Full details of your rights under the Distance Selling Act are available from your Local Citizens Advice Bureau or your Local Authority’s Trading Standards Office.

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Late or lost deliveries

All Fancy Dress Ltd does not accept liability for late or lost parcels; it is ultimately the responsibility of the postal service/courier to ensure delivery within the correct time frame. If you have chosen an express delivery service and your parcel has arrived late please let us know as you will be entitled to compensation. We must be informed within 10 days from the agreed delivery date. After this time we are unable to claim the money back from Royal Mail and therefore will be unable to refund you. The UK Royal Mail Recorded Signed For 2-3 days estimated service is an average time but cannot be guaranteed, therefore we cannot offer compensation on this service.

In the case of a genuine lost package we will guarantee a full and complete refund, however Royal Mail’s Lost Package Claim process does need to be adhered to. In the case of a lost package (see below for qualifying status) we will submit the claim to Royal Mail on your behalf. You will subsequently receive a claim form from Royal Mail. Once completed and returned to Royal Mail, the package is officially deemed ‘lost’ and you will be refunded in full. Please do bear with us during this process.

In cases where there are extenuating circumstances we will do our upmost to take these into account; however a straight replacement or full refund before Royal Mail investigate will not be possible.

We can enter a claim if:
You have chosen the Next Day by 13:00 (Royal Mail Special Delivery), Royal Mail Tracked 24 (Next Day) or Express (Royal Mail Tracked 48 Hour) options and your parcel has not arrived after 10 working days following the day of posting.

In these instances please contact us on +44 (0)1268 574170 or info@allfancydress.com

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Enabling Cookies

If you have clicked 'ADD TO BASKET', but no products have appeared in your shopping cart, this will be down to a problem with your browser security settings. For instructions on how to remedy this, view the two sections below:

  1. Click 'Tools' on your browser window.
  2. Select 'Internet Options'.
  3. Click the 'Privacy' tab.
  4. Click the 'Edit' button.
  5. Type 'www.allfancydress.com' in the 'Address of Website' field.
  6. Click 'Allow'.
  7. You should now be able to add items to your basket.

You should now be able to add items to your basket.

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We are featured in a range of well known discount stores including, http://discountvouchers.org/allfancydress.com, http://www.shoppingvouchers.co.uk and http://www.promocodes.co.uk.

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Fantastic service- Ordered a 'corpse bride' costume for my daughter on Tuesday and got it today. My daughter loves it and can't wait to wear it tomorrow. Thank you!!
Andrea
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