Escapade Return Policy
Your satisfaction is our primary objective.
We believe in our costumes, we believe that our goods must live up to your highest expectations and that our service must live up to the same quality. Our staff is always happy to advise and to help you select the best products to suit your requirements.
If for some reason you need to return part, or all of your order, it is easy. Simply follow the guide outlined below. All returns are acknowledged by email or phone and refunds will be credited back to your accounts via the original payment method.
Can I return my costume?
Yes, you can return unworn and unwashed costumes to us within 14 working days of receiving your order. Our costumes are sold in resealable packaging, which allows you to check suitability. When making a return we request that your purchase is returned to us in its original condition together with the original packaging. At Escapade customer care and costume quality are our number one objectives. If you have a problem with one of our costumes please don't hesitate to call or email us and we will do our utmost to solve your problem.
Instructions for returning merchandise
Every order placed with Escapade has a delivery note included. This delivery note is also your returns form. Before sending a parcel back for a refund you will need a customer service agent to issue you a returns number. In order to do this please get in contact with us via phone on 0207 485 7384 Option: 1 or email: firstname.lastname@example.org with the following information:
1. Billing Name.
2. Order Number beginning with ESS-
3. Postcode and the reason that you are returning your order.
4. Customers should use recorded postage to ensure that orders are returned to us without incident.
Failure to follow these procedures may result in a delay towards the issue of the refund.
Refund Policy Exclusions
* Please note that we work in full accordance with the Distance Selling Regulations Act (2000) and we respect and adhere to all of your customer rights in compliance with this Act.
We do not refund items that have been worn, washed or soiled. Additionally for hygienic reasons all sales on the following items are final and not eligible for return: makeup, eyelashes, tights, stockings, wigs, contact lenses, underwear, and masks. Some costumes have sealed wigs if this is the case, and the costume is not appropriate, please do not open the bag containing the wig as once it has been opened a refund cannot be provided.
* In accordance with the Distance Selling Regulations Act we will not refund the customers cost of postage to return a product to us - unless this product is proven to be faulty.
Escapade LTD, it's employees, and directors shall be under no liability to any defect arising from; fair wear and tear, negligence, or abnormal working conditions. This liability disclaimer does not affect your rights as outlined by the Sale of Goods Act of 1979.
If the merchandise arrives too late for your event, please refuse delivery for the parcel and it will be returned to the Escapade Warehouse. Alternatively if you have already received or signed for your parcel you can return it using the instructions outlined above. If Escapade, or our couriers are at fault in anyway we will refund the full cost of the Merchandise + P&P. There are some circumstance when neither Escapade nor the couriers acting on our behalf are at fault, for example; if the customer has selected an incorrect delivery address, postage option, or was absent during delivery. If this is the case and the customer wishes to return their order they will be refunded in full for the total value of the merchandise minus the cost of postage paid.
Cancelling an order before payment
You can cancel an order at any time before submitting payment and do not need to contact us regarding cancelling orders that have not been paid for. We ignore all orders without a matching payment transaction. So, if no payment has been submitted you do not have to worry about us processing your transaction.
Cancelling an order after payment
We are unable to cancel an order after payment has been received. Escapade.co.uk operates with a very quick turn around so we can get your order processed, picked, packed and shipped to you on the same day. This speedy process ensures that 99.7% of our orders are received on time and without incident. After payment has been submitted we are unable to cancel, alter, add or remove items from your order. If you have submitted an order and no longer want the costume you can refuse delivery, or send the unopened costume back to our dispatch centre where you will be entitled to a refund.
Any returned merchandise which is received not in accordance with the terms outlined in our returns policy will be defined as "Disputed". Disputed items will not be refunded or exchanged and a reason for this decision will be provided to the customer. We are happy to return disputed items back to the customer, otherwise they will be destroyed within 91 calendar days upon reciept at our Warehouse.
Product images displayed on http://www.escapade.co.uk/ are supplied by the costume manufacturers, these images may vary slightly from the actual costume. Our suppliers reserve the right to make changes to the products at any given time without previous warning. However, these changes should not interfere with the quality or the general concept of any of the items in question.
If you have any questions or concerns regarding a potential refund please contact us on: 0207 485 7384, Option 1 or you can reach us via email: email@example.com