Need Help? If these frequently asked questions and answers don't help you, you can contact us for help. Please read through these first as they answer most queries, and using these will mean that when you do have a query that is not answered here you can be answered faster. Thank you!

1. Q. The costume picture shows some accessories that are not included in the product description. How can I buy these?
   A. If you add the costume to the basket you will find some links above the basket contents. These are there to help you find the accessories to go with your costume. Click the relevant link and you may find the extra items you are looking for. If not, try typing the most important words that describe the desired item into the web site search box.
   
2. Q. The item I want is marked as sold out. When will it be available again?
   A. Unfortunately we usually can't be really sure when items will become available again, so we recommend you check back to the site periodically to see whether the 'sold out' notice has gone yet. If you need something urgently, try looking at other costumes from the same category (listed above the product details on the product page which you getto by clicking on the item name or picture), or try typing key words into the web site search box
   
3. Q. I saw an item on your web site recently but it has disappeared. Can I still order it?
   A. We update our web site as items become available or unavailable, so if the item has disappeared it means it's not available at the moment. Expected availability dates often change so to avoid disappointment you can only order items that are shown as available on the web site.
   
   
4. Q. How soon will my order be delivered?
   A. Delivery times are indicated on the page for each product. If you can't see it, scroll down and you'll find it under the heading DELIVERY, SIZING AND PAYMENT INFORMATION. Please note that some items can be delivered next working day, others take longer, so please check the pages for each item you are interested in.
   
   
5. Q. I need my item faster than the delivery time shown. Can I pay extra for a faster delivery service?
   A. Unfortunately not. Some items can be sent out for next day delivery, while others are ordered in specially for you and we can't speed up the time it takes them to reach us. If you need something urgently we recommend you choose from items that have a fast delivery time. Try clicking 'Next Day Specials' in the menu on the left hand side.
   
   
6. Q. Can I collect from you instead of having my items delivered?
   A. It may be possible to arrange this for orders over £500. For smaller orders you will have to follow the standard process of ordering online or by phone and having your items delivered to you or a work or neighbour's address.
   
   
7. Q. I'm not able to pay by credit or debit card. Can I pay by another method such as cheque or bank transfer?
   A. It may be possible to arrange this for orders over £500. Smaller orders have to follow the standard process of ordering online or by phone using the payment methods currently available on the web site.
   
   
8. Q. What if the costume doesn't fit?
   A. If the size is not as described we would need to inspect the costume and if we found the size to be other than that stated we would then give you a full refund and take it up with our supplier. If you simply order the wrong size or if a correctly described costume doesn't fit you as well as you had hoped, you can return it for a refund or exchange subject to an administration fee, as outlined in our refund policy.
   
   
9. Q. What if I want to exchange an item for a different size or a different item?
   A. Simply order the new item online or by phone, and cancel or return the unwanted item subject to our refund policy below. If your original order has not yet been sent out and the new item will be sent out with any other original items, one of the P&P charges will be refunded. If the new item has to be sent separately the P&P charge will still apply.
   
   
10. Q. What if I want to cancel my order or return an item for a refund?
    A. Here is our refund policy:
    
    We give full protection completely compliant with the UK Consumer Protection (Distance Selling) Regulations - the Electronic Commerce Directive 2000, the Distance Selling Directive 2000 and the Consumer Protection (Distance Selling) (Amendment) Regulations 2005.
    If goods are damaged on arrival or later than a guaranteed (not estimated) delivery date we will give a full refund on receipt of the goods which should be sent to our warehouse by recorded delivery. In the case of damaged goods we will need a signed declaration from you that the goods were damaged at the time of delivery.
    We supply many rare and unusual garments and accessories. For items which are ordered specially the item ticket price shown comprises a proportion for the goods themselves typically 50% and a service fee for sourcing, for ordering the goods in specially, for packing and distributing and supporting the order process. This latter fee is typically 50% of the item's price on the web site. During your 7 day cooling off period you have the right to cancel and receive the goods component of the price back in full if you return the item to us in re-sellable condition with all seals and labels intact. You must return the goods to our warehouse at your own cost.
    The cooling off period starts when the contract is concluded and ends 7 working days after the day the goods are received. The service component starts immediately you order and the amount of the refundable service charge for sourcing, ordering, packing, distributing and supporting the sale will vary depending on how much has been done for you by the time you cancel.
    Orders cancelled overnight before 8am between will be refunded subject to a 10% admin fee.
    Orders cancelled after special orders are placed will be refunded subject to a 35% admin fee.
    Orders cancelled after delivery will be refunded subject to a 50% admin fee. You must return the goods to our warehouse in re-sellable condition with all seals and labels intact at your own cost.
    Once you have cancelled the order all money paid will be returned within 30 days of the date of cancellation or receipt of the goods in accordance with the Distance Selling Directive 2000.
    
    
11. Q.
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If you have read all the above and you still need help, please email support@fancydressheaven.co.uk. 

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