The Behind The Mask Returns Policy

We appreciate your business and want to make sure you keep on coming back to shop with us. If you have a problem with your order we would love to hear from you so we can try to sort it out. Following are the principles we use for assessing order returns. Please see the Hiring Policy for information regarding costume hires:

Cancelling an order:

If you change your mind before your order is dispatched, contact us and we will cancel the order for you, refunding the payment.

Returns and Exchanges:

Hosiery and undergarments are final sale only and cannot be exchanged or returned unless they have a manufacturing fault or we delivered the wrong thing to you. We wouldn't want to wear used undergarments and we are sure you wouldn't like that either. Government Health Regulations agree too...

Refunds are available for faulty items. We trust our Big Brands but some times there can be a fault missed, we are all human after all. Please contact us within 48 hours if your item is faulty and we will either exchange the item or issue a full refund. Any postage costs incurred by you in this instance will be fully reimbursed, for authorised returns.

Please choose carefully, if you are unsure of sizing, please contact us prior to ordering as returns for change of mind, wrong colour, wrong size, fit, etc can not be refunded but we are happy to exchange these items for correct size or colour or another item. If you need to exchange, please contact us within 14 days of receiving the items you purchased. Please post items within 7 days of contacting us. Sorry but we can not refund postage under these circumstances. Once we receive the returned items we will process exchanges as quickly as possible, usually within a day or two. All orders are double checked however if any picking errors occur please inform us within 48 hours from receipt of the order and we will get it sorted for you. All returned items must be in unworn condition, have original tags attached and packaging must undamaged.

 

 

Back orders:

Every effort is made to ensure we dispatch your order completely. In the event we are temporarily sold out of an item you will be notified with the expected time frame of when the item will be available.