FAQ

RETURNS/ EXCHANGE POLICY/ REFUNDS:

Since most of the orders are custom made to fit the customer size or Made-to-Order there are no returns accepted. The only exception to qualify for a return; if you receive the wrong order, damaged item(s), production errors. If available, you may return the item(s) for an exchange of the same item(s) ordered or a full refund. Received item(s) must be returned unworn, in original received condition, must contain all original contents and original shipping box/packing in the same condition it was sent to you. We will pay for return shipping only when the return / exchange as a result of our error such as a defect, damages, or an error in filling your order, original shipping receipt is required for reimbursing of shipping. If any issues with your order, inquiry must be received within 24 hours after receiving your order and return/exchange order must be shipped within 2 business days. In the case that your order qualifies for a refund, once item(s) are returned, we will process your refund 1-2 business days after the item(s) has been returned to our location. All refunds will be via PayPal for the original amount, no cash, checks or money orders will be issued.

Due to the limited nature of our products, we cannot guarantee that the item(s) can be replaced with the same item(s) ordered. 

 

ONCE I PLACED MY ORDER, WHEN CAN I EXPECT TO RECEIVE IT?

Once your order has been received we will begin to work on it in 72 hours, but please keep in mind that we also have other orders that we must fulfill as well. At times, the list is a long one so it's only fair to work on each order as they are received, so there is no specific date or time when your order will be completed, please consider this before placing your order. Every order received, requires a lot of work and attention to detail, so please be patient. Once your order has been completed it will ship out the next business day.

 

WILL IT TAKE LONG FOR MY ORDER TO BE READY?

Each order is handmade by ONE person, each order receives a lot of care and attention to detail. We will not rush any order, this is to avoid any errors. 

 

CAN I SEND A MESSAGE TO CHECK THE STATUS OF MY ORDER?

Of course! Sending a message is perfectly fine, but that will not result in making the process any faster. If you need your order for a certain occasion or date, please place your order ahead of time.

 

WILL I RECEIVE UPDATES/FOLLOW-UP'S ON MY ORDER?

Due to the high volume of orders, it is not possible to frequently send updates on your order, but you are welcomed to send an email to check on the progress of your order. Before sending an email, please take into consideration that each robe takes about 2-3 weeks for completion.

NOTE: You will receive an email from PayPal, once your order has been completed and successfully shipped.

 

CAN I CANCEL MY ORDER?:

You may cancel your order(s) within 48 hours after placing your order if you decided you no longer want/need the item(s) ordered. IMPORTANT: Once your order has started the production process the order cannot be canceled since the robe is customized to fit your size.

NOTE: Please note that all refunds will be processed within 1-2 business days. Once your refund has been proccesed you will receive a notification from PayPal with your refund.

 

WHAT METHODS OF PAYMENT DO YOU ACCEPT?

I accept PayPal and money orders only.

 

HOW DOES THE PAYMENT PLAN WORK?:

To start a payment plan, a deposit is required to begin the production process. Once the deposit has been made your order will be processed and production will begin within 72 hours, you may make payments directly through PayPal at your best convenience for the amount that best fits your budget, once the total remaining balance has been paid in full (Note: Shipping must be paid in addition to your remaining balance, see shipping prices on the payment plan description listing), your order will be shipped the next business day upon completion. It is your responsibility to notify of any changes, set up payment dates or make any payments. 

Please note that it is the buyer's responsibility to keep up with the payments, records and make any payments on the date(s) agreed upon. Any payments prolonging the payment plan agreement will result in the order being cancelled and no refund of any kind will be issued.

 

HOW LONG DO I HAVE TO PAY OFF MY ORDER ON THE PAYMENT PLAN OPTION?:

Once enrolled in the PPO, There is a 6-Month limit to pay off your order, you may make payments on a bi-weekly/monthly basis according to your budget. You have the option to pay your remaining balance early if desired or once your order has been successfully completed. 

IMPORTANT: Please be aware that once you enroll in the PAYMENT PLAN OPTION and production on your order has commenced, there are no refunds, no exceptions. If you fail to make any payments, payment arrangements or fail to notify of any updates or changes within 45 days, your order will be automatically cancelled and no refunds will be issued of any amount. In the case that this occurs, we reserve the right to terminate the order and refuse future services. 

 

DO YOU HAVE "READY-TO-GO" (ALREADY CONSTRUCTED) ROBES/ COSTUMES?

No, each costume is made-to-order to best fit your approximate size. But, there are very rare occasions where one might be available so please send me a message to check if there are any available.

 

CAN I MAKE A SPECIAL REQUEST ON MY ORDER?

Yes, this must be discussed within the 72 hour wait period, or before you make your purchase, once the fabric has been cut, no "last minute" changes will be permitted. However, depending on the level of modification(s) desired, this request(s) may cost extra.

 

DOES THE ORDER INCLUDE A MASK? OR DO YOU SELL ANY MASKS?

No, I do not include (or sell) any masks of any type with any order. Licensed masks are not hard to acquire, all it takes is a simple google search, eBay, Amazon or check any major retail (or authorized) Halloween-merchandise online stores or in your local area.

 

Shipping Policy:

Please be aware that under PayPal policy, orders will be shipped to the address on file with your PayPal account, if by any chance you need to make any changes to your address, please update your shipping information on your PayPal account first and then please notify us of this change. Please make sure your address is correct before making your purchase, any mistakes that appear on the address on file with your PayPal account (misspellings, apt/ste. numbers, letters) are your responsibility to update or correct. If your order is returned due to any error on your shipping information on your account, you will be responsible for any additional re-shipping costs.

 

International Orders: 

* International customers might be required to pay Import Tax and surcharges to the Shipping Carrier once the package has arrived in your country.

* The total purchase amount with shipping fees does not include customs duties, sales taxes or the other levies (if applicable).

* In some cases, these customs duties, taxes and others levies (if applicable) may be charged by your country's customs authority and collected by the shipping carrier.

* Please note that international shipping cost(s) could change at any time due to the Postal Office's revision of fares etc.