Customer Support

Find your costume, choose your size, add it to your basket and check out with your delivery and payment details. You'll get an order confirmation email straight away.

Check your spam or junk folder first. If it isn't there, sign in to your account with the email you ordered with – your order will be listed if it went through. Still nothing? Email support@fancydressclub.co.uk with your name and the email address you used.

When your order is dispatched we email you a shipping confirmation with a tracking link. You can also sign in to your account, open the order and view its tracking.

Email support@fancydressclub.co.uk as soon as possible with your order number. If your order hasn't been dispatched yet we'll do our best to change or cancel it and refund you in full. Once it has been dispatched it can't be changed, but you can still return it under our Returns & Refunds Policy.

Orders can't normally be edited once placed, so please place a second order for any extra items. Orders over £30 get free delivery.

We may cancel an order if payment failed or was flagged, the delivery address couldn't be verified, it's outside our delivery area, or an item was unexpectedly out of stock. We always email you with the reason and refund anything you've paid. If you haven't heard from us, email support@fancydressclub.co.uk.

Sorry about that! Please email support@fancydressclub.co.uk within 48 hours of delivery if you can, with your order number and photos of what you received (including the packing slip). We'll put it right and cover any return cost.

Often, yes. Email support@fancydressclub.co.uk with the theme, the sizes and quantities you need and your event date, and we'll let you know what we can put together.

We don't currently offer trade accounts. All orders are placed through the website at our standard prices.

Start a live chat using the chat icon in the bottom right of any page, send us a message using the contact form on this page, or email support@fancydressclub.co.uk. Our support team is available Monday - Sunday, 9am-5pm.

We answer live chats and messages during our support hours, Monday - Sunday, 9am-5pm. Messages sent outside these hours are answered as soon as we're back. Including your order number and any photos helps us sort things out first time.

Orders placed before 3pm, Monday to Friday, are dispatched the same working day. Orders placed after 3pm, at weekends or on UK bank holidays are dispatched the next working day.

• Standard Delivery – 2–4 days, delivered Monday to Saturday – £2.95
• Express Delivery – 1–2 days, delivered Monday to Saturday – £5.95

Delivery times count from dispatch and are courier estimates.

Yes. Orders of £30 or more (excluding delivery) get free UK delivery, including Express.

We deliver to mainland Great Britain (England, Scotland and Wales), including the Scottish Highlands. Deliveries to some Highlands postcodes can take a little longer.

Not at the moment. We can't currently deliver to Northern Ireland, the Scottish islands, the Isles of Scilly, the Isle of Man, the Channel Islands, BFPO addresses or outside the UK. If an order is placed for one of these areas we'll contact you and refund it in full.

Order before 3pm on a weekday and choose Express for the fastest delivery (usually 1–2 days after dispatch). Delivery times are estimates, so for important dates – especially Halloween, Christmas and World Book Day – we recommend ordering at least a week ahead.

Couriers deliver Monday to Saturday. There are no deliveries on Sundays or UK bank holidays, and we don't dispatch at weekends.

Check your tracking link first. If your parcel is past its estimated delivery date or tracking hasn't updated, email support@fancydressclub.co.uk with your order number and we'll chase it with the courier.

Check with neighbours, any safe place and your household. If it still hasn't turned up, email support@fancydressclub.co.uk promptly and we'll open an investigation with the courier. If it's confirmed lost, we'll send a replacement or refund you in full.

The courier will usually leave a card or send a message with options to rearrange delivery or collect your parcel. Follow their instructions, or contact us if you need help.

Only before dispatch. Email support@fancydressclub.co.uk straight away with your order number and the new address. Once a parcel has been dispatched the address can't be changed.

You can cancel and return most items within 14 days of receiving them for a refund. After telling us, you then have a further 14 days to send them back. Full details are in our Returns & Refunds Policy.

1. Sign in to your account with the email you ordered with (we email you a sign-in code – no password needed, and it works for guest orders).
2. Open the order and select Request return.
3. Choose the items and the reason (add photos if something is faulty).
4. Wait for our confirmation email with your return reference and instructions.
5. Pack the items securely, include your reference, and send them to the address we give you.

Please request your return and wait for our confirmation before sending anything back – it means we can match your parcel and refund you much faster.

Please don't – parcels without a return reference can take much longer to identify and refund. If you can't use your account, email support@fancydressclub.co.uk with your name, order number, the items and the reason, and we'll send you a reference.

Returns Department, Fancy Dress Club (Arrow Headz Ltd), 29 Eliburn Industrial Estate, Livingston, West Lothian, EH54 6GQ, Scotland. We recommend a tracked service and keeping your proof of postage.

If you've changed your mind, you pay the cost of sending items back. If an item is faulty, damaged or incorrect, we cover the return cost with a prepaid label or by refunding your reasonable postage.

Yes – you can try items on as you would in a shop. Please don't wear them to an event, wash or alter them, and send them back with their labels and packaging. If an item has been used beyond trying it on, we may reduce the refund to reflect that.

For hygiene reasons, these can't be returned for change of mind once their seal or hygiene packaging is opened: face paints, make-up, SFX products, fake blood and adhesives; sealed wigs, beards and moustaches; fake teeth and fangs; pierced earrings and body jewellery; and tights, stockings and hosiery. Personalised items can't be returned for change of mind either. None of this affects your rights if an item is faulty.

We usually process refunds within 5 working days of receiving your return, and always within 14 days. Refunds go back to your original payment method – your bank may take a few extra days to show it.

If you return your whole order, we refund the standard delivery charge (if you paid for Express, we refund the Standard amount). For faulty or incorrect items we refund the full delivery charge.

We don't do direct swaps. Please return the original for a refund and place a new order for the size you need – that's the quickest way to get it before it sells out.

Let us know as soon as you can, ideally within 48 hours of delivery, by requesting a return in your account with photos of the problem. We'll offer a replacement or refund and cover the return cost. Your rights under the Consumer Rights Act 2015 are not affected.

Check the size guide on the product page and compare it with your own measurements (chest, waist, hips and height) rather than your usual clothing size.

Many adult costumes follow European sizing, which can come up slightly smaller than UK high-street sizes. If you're between sizes, or plan to wear layers underneath, go for the next size up.

Children's costumes are usually sized by age and height. Measure your child's height and use that rather than their age alone – every child is different.

One-size items are designed to fit most adults (or most children, for kids' items). Check the product description for any size notes.

Not always. The product description lists exactly what's included. Items shown in the photo but not listed – such as wigs, shoes, props or make-up – are sold separately.

Stock changes quickly, especially before Halloween. Email support@fancydressclub.co.uk with the product and size and we'll let you know if we're expecting more.

Email support@fancydressclub.co.uk with the product and your measurements and we'll help you pick.

Yes. Our licensed costumes (such as Marvel, Star Wars, Harry Potter, DC and Paw Patrol) are official products from licensed manufacturers – not lookalikes.

Stock levels are shown on each product page. If an item can be added to your basket, it's available to order. If something becomes unavailable after you order, we'll contact you before dispatch.

Costumes are not fireproof. Please keep all costumes, wigs and accessories well away from naked flames, candles and heat sources.

Our products come from established, reputable costume manufacturers. Always read the warnings on the product and packaging – some accessories contain small parts and aren't suitable for children under 3.

Follow the care label. Most costumes should be hand washed cool or wiped clean, and shouldn't be tumble dried or ironed directly.

Our face paints and make-up are cosmetic products made for skin. Always patch test 24 hours before use and check the ingredients if you have sensitive skin or allergies.

Gently brush it with a wide-tooth comb or your fingers. Most costume wigs are synthetic, so don't use hot styling tools on them.

We work hard to keep listings accurate, but if you spot a mistake – price, description or image – please email support@fancydressclub.co.uk. If an order is affected by a clear error, we'll contact you before dispatch to offer the correct item, an alternative or a full refund.

We accept major debit and credit cards, plus the express payment options shown at checkout (such as Shop Pay, Apple Pay, Google Pay and PayPal where available). All payments are processed securely.

Yes. Our checkout is powered by Shopify and protected with SSL encryption. We never see or store your full card details.

Payment is taken when you place your order.

Payments can be declined because of incorrect card details, a billing address mismatch, insufficient funds or a security check by your bank. Check your details and try again, try a different payment method, or contact your card provider.

Enter your code in the discount box at checkout and click Apply. Only one discount code can be used per order unless the offer says otherwise.

The code may have expired, have a minimum spend, only apply to certain products, already have been used, or not combine with items already on sale. Check the offer's terms.

Our digital gift cards are emailed to the recipient. Enter the code at checkout – if your order costs more than the card's balance, pay the rest with another payment method.

You can cancel an unused gift card within 14 days of purchase for a full refund. After that, gift cards can't be refunded or exchanged for cash.

Yes. All prices shown include UK VAT.

It's our free loyalty programme. Earn points when you shop and interact with us, then turn them into money off future orders.

Just create an account or sign in to your account – you're in automatically. You also get 100 points for joining.

• 3 points for every £1 you spend
• 100 points for creating an account
• 50 points on your birthday
• 10 points for leaving a product review
• 20 points each for following us on Facebook, TikTok and X

100 points = £1 off. You can redeem in £1 steps, with no minimum spend.

Click the Rewards button at the bottom left of any page. Sign in to see your balance, choose how many points to redeem and you'll get a discount code to use at checkout.

Rewards discounts can be combined with free delivery, but not with other discount codes.

Points earned on returned items are removed from your balance.

Points are only added when you're signed in when you order (or check out with the same email as your account). If something looks wrong, email support@fancydressclub.co.uk with your order number.

No – you can check out as a guest. An account makes it easy to track orders, request returns and earn rewards.

Go to your account and enter your email address. We'll email you a one-time sign-in code – there's no password to remember.

Check your spam or junk folder and make sure you entered the same email address you ordered with. Codes expire after a short time, so request a new one if needed. Still stuck? Email support@fancydressclub.co.uk.

Sign in to your account and go to your profile to update your name and saved addresses.

Click unsubscribe at the bottom of any marketing email. You'll still receive emails about your orders.

We only use your information to process orders, provide support and – if you've agreed – send you offers. We never sell your data. See our Privacy Policy for full details.

Yes. Email support@fancydressclub.co.uk from the address on your account and we'll handle your request in line with UK data protection law.