Hello fabulous customer! At Smiffys Shop, we’re all about making your celebrations magical. We pour our passion into every costume, wig, and accessory to ensure your Halloween, Christmas, Hen Do, or Festival is absolutely unforgettable. This policy is designed to make the shipping and returns process as smooth and sparkly as possible!
Shipping Information
We ship globally (excluding Asia and a few remote regions) to bring the party to your doorstep!
Order Processing Time: Please allow 1-2 business days for us to carefully prepare your order for shipment.
Shipping Methods & Delivery Times:
- Standard Shipping (£12.95): Shipped via DHL or FedEx. Delivery occurs within 10-15 days after we dispatch your order.
- Free Shipping: Available on orders over £50, shipped via EMS. Delivery occurs within 15-25 days after we dispatch your order.
Please note these are estimated delivery windows. Occasionally, international customs processing can cause minor delays, which are beyond our control.
Our Returns & Exchanges Policy
We want you to be utterly thrilled with your purchases. We happily accept returns and exchanges for most unworn, unwashed, and undamaged items in their original packaging with all tags attached within 15 days of you receiving your order.
⚠️ Important Note on Non-Returnable Items
For health, safety, and hygiene reasons, we cannot accept returns or exchanges on the following items:
- Wigs (Afro Wigs, Film & TV Wigs, Glamourous Wigs, Halloween Wigs) if the packaging seal is broken or the wig has been tried on/used.
- Bondage products and any other intimate apparel.
- Earrings or any other pierced Jewellery.
- Any used Make-up or Hairspray.
These items are final sale to ensure the safety and well-being of all our fantastic customers.
How to Initiate a Return or Exchange
Follow these simple steps to start your return or exchange:
- Contact Us: Within 15 days of receipt, please email our friendly customer service team at [email protected]. Use the template below to provide all the necessary information.
- Wait for Instructions: We will respond within 2 business days with a Returns Authorisation Number and the shipping address for your return. Please do not send anything back without this number, as we cannot process unauthorised returns.
- Pack and Ship: Securely pack the item(s) in their original packaging, include your Returns Authorisation number clearly on the outside of the package, and ship it back to us. We recommend using a tracked shipping service for your peace of mind.
- Let Us Handle the Rest: Once we receive and inspect your returned item, we will process your refund or dispatch your exchange.
Return/Exchange Request Email Template
Copy and paste the text below into an email to [email protected].
Subject: Return/Exchange Request – Order #[Your Order Number]
Hello Smiffys Shop Team,
I would like to request a return/exchange for an item from my recent order.
Order Number: [Please insert your order number]
Full Name: [Your Full Name]
Email Address: [Your Email Address]
Product Name(s): [e.g., One Purple Glamourous Wig, One Set of Feather Boas]
Reason for Return/Exchange: [e.g., Incorrect size / Changed mind / Faulty item (please describe)]
I confirm that the item is unworn, unwashed, and in its original packaging with all tags attached.
I would like to:
[ ] Receive a refund to my original payment method.
[ ] Exchange for: [Please specify the product name and size/colour you would like instead].
Thank you for your help!
Best regards,
[Your Name]
Refunds (If Applicable)
After we receive and inspect your return, we will send you an email to notify you of the approval or rejection of your refund.
If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment (Visa, MasterCard, JCB, or PayPal).
Please allow up to 10 business days for the refund to be fully processed and appear on your account or statement. The timing depends on your card issuer’s or PayPal’s policies.
Please note: The original cost of Standard Shipping (£12.95) is non-refundable. If you chose free shipping, the cost of return shipping is the responsibility of the customer, unless the item is faulty.
Exchanges (If Applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item in a different size or colour, please indicate this in your request. The item must meet all the return criteria listed above.
Once we receive the returned item, we will ship out your replacement. Standard shipping charges will apply for the new shipment.
Return Shipping Address
Once your return is authorised, you will be provided with the specific returns address to ship your package to. Our headquarters are located at:
Smiffys Shop
52 Leeds Rd
Bradford, GB BD7T 5ME
United Kingdom
Thank you for shopping with Smiffys Shop at masqueradewear.com! We’re here to make sure your experience is magical from start to finish.
The Smiffys Shop Team