Return Policy for Online Purchases
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.
- Refunds will be issued for cost of merchandise only. Shipping and Handling charges are nonrefundable.
- All return items and reasons are subject to management approval. Unauthorized returns will be subject to a 20% restocking fee.
- 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.
- Products NOT falling under the "Items That Are Not Returnable" heading 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.
- Return items must be received back within 14 calendar days of the RMA number being issued. Items received after 14 calendar days will be classified as unacceptable and not refunded.
- 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 RMA is being processed.
- All return items and reasons are subject to management approval.
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
Items That 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. Makeup and Teeth cannot be returned or exchanged for any reason due to Federal Health Regulations.
- Novelty Teeth
- Clearance Items
- Hosiery, Intimates, Underwear, Bras, Lingerie
- Videos, DVD's, CD's. Videos, DVD's, and CDs that are found to be defective can only be exchanged for the same item.
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.
When sending a return or exchange it is recommended that you use a parcel service that offers a tracking method. 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 14 calendar days of the RMA number being issued. Items received after 14 calendar days will be classified as unacceptable and not refunded.
- Frankel's Costume
- ATTN: ECOMM CS, Returns Dept.
- 2801 Polk St.,
- 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.
A copy of this form can be found on the reverse of your packing slip or can be downloaded here.