Retail Store Return Policy
The Return Policy of our physical retail stores ("Brick and Mortar") differs slightly from our Return Policy for purchases made online. For information about our Retail Store Return Policy, please see our Retail Store Return Policy here.
Return Policy for Online Purchases
Returns
At Frankel's Costume we stand behind our products. If there is a problem with your purchase, simply contact us by phone or e-mail within 7 days of delivery date. Refunds will be issued for cost of merchandise only. Shipping and Handling charges are non refundable.
If you send us an e-mail and have no response in 24 hours, you must contact us by phone to ensure that your e-mail was received and your R.M.A. is being processed.
Items can be returned for the following reasons.
- Item(s) did not fit
- You were not satisfied with your purchase
- Item(s) in order were damaged or defective
The following items are not returnable
- Upgraded Ventriloquist Dolls (All upgraded vent dolls come with a 1 year parts and labor warranty.)
- Special order items. This includes special orders of quantity.
- Items that show obvious wear or use.
- Makeup
- Novelty Teeth
- Clearance Items
- Hosiery
All return items and reasons are subject to management approval. Unauthorized returns will be subject to a 20% restocking fee.
Please Note
Costume styles are subject to change without notice, due to manufacturer's production. These changes, no matter how slight, are beyond our control. We apologize for any inconvenience this may cause. The manufacturers do not always notify us of these variations. We will reflect any changes to the items in the web site descriptions and images as soon as we become aware of them.
Please note that these are costumes and not clothing garments. They are not expected to be of the same quality as clothing garments.
All authorized returns for these reasons will have the full product price refunded only- no shipping, handling, or return shipping charges will be refunded.
Return Policy Guidelines
A 10% restocking fee will apply to all returns. If you receive an item that is damaged or want to exchange your item you must notify us within 24 hours of receipt.
The customer is responsible for any and all shipping charges, including exchanges. Shipping and handling charges are not refundable. Some exception do apply.
Orders cannot be canceled after they have left our facilities. When items are received, they may or may not be able to be returned or exchanged.
Shoes, costumes and clothing can be returned or exchanged if they have not been worn and still have all original tags and packaging. Return items with any sign of being worn are classified as unacceptable and will not be refunded.
If the customer wants an unacceptable return back, Customer Service must be contacted immediately and additional shipping fees will be charged. All unacceptable returns are destroyed after 30 days if no request from the customer to have the items back is made.
Makeup and Teeth cannot be returned or exchanged for any reason due to Federal Health Regulations.
Videos and DVD's that are found to be defective can only be exchanged for the same item.
If an order contains merchandise or quantities that had to be specially ordered or shipped from the manufacturer, that order is classified as a Special Order. Special Order items cannot be returned or exchanged.
Return items must be received back within 30 days of the RMA number being issued. Items received after 30 days will be classified as unacceptable and not refunded.
Shipping Information
When sending a return or exchange it is recommended that you use a parcel service such as Federal Express, UPS, or DHL that offers a tracking method. USPS offers, for an additional fee, delivery confirmation services. If you do not use a courier that offers a way to track the package or offers a return receipt request, our company cannot be held responsible for non-receipt of return goods. Return items must be received back within 30 days of the RMA number being issued. Items received after 30 days will be classified as unacceptable and not refunded.
Return Address
- Frankel's Costume
- ATTN: ECOMM CS, Returns Dept.
- 2801 Polk St., Suite E
- Houston, TX 77003
How To Return/Exchange an Order
- Call or e-mail us to get your return or exchange approved. If approved you will be issued a RMA number. Be sure to keep your RMA number, the Customer Service Representative's name, and the date you called for your records.
- This form must be included in the package with your returned merchandise in order to receive proper credit. Be sure to keep a copy for your records.
- Use the original shipping box and packing materials if possible and completely remove or cover the original shipping label. Include the form in the box and write the RMA number clearly on the outside of the box.
- Drop off your package at your return courier's station or schedule a home pickup. Be sure to keep a copy of your tracking information for your records.
- Allow up to 14 days for your return package to arrive and your request to be processed. To ensure no problems occur, contact us to follow up on your request.
RETURN FORM
A copy of this form can be found on the reverse of your packing slip or can be downloaded here.
RETURN FORM
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