Costume returns
We do not offer discretionary returns or exchanges on costumes. Please check the listed size and included pieces before buying.
Costumes bought in store cannot be returned simply because you change your mind. For online purchases, your legal cancellation rights still apply. Your rights if an item is faulty or not as described are also unaffected.
Other items
Our voluntary 30-day returns policy excludes costumes. Other eligible items can be returned within 30 days of delivery for a refund or exchange if they are unused and in their original packaging.
For hygiene reasons, items such as contact lenses, wigs and makeup must be unopened for a return under this voluntary policy. This does not limit your statutory rights.
Online cancellation rights
For eligible online purchases, including costumes, you can tell us you wish to cancel within 14 days of receiving your item. You then have a further 14 days to send it back. You do not need to give a reason.
You may inspect or try on an item as you would in a shop. We may reduce a refund for loss in value caused by handling beyond what is needed to check the item. The cancellation right does not apply to sealed goods that are unsuitable for return for health or hygiene reasons once unsealed after delivery.
Refunds are made to the original payment method. For a cancelled order, we refund standard outbound delivery as required by law. We refund within 14 days of receiving the returned goods or evidence that you have sent them back, whichever is earlier.
Faulty or incorrect items
If an item is faulty or not as described, contact us so we can help. Your statutory rights apply to all products, including costumes, whether bought online or in store.
Contact us about a return
- Email e-commerce@onthesquareemporium.com with your order number and the item you wish to return or cancel.
- We'll reply with the return instructions.
- Any refund due is paid to the original payment method.