• Free UK Shipping

    On all orders over £30

  • Same Day Dispatch

    On orders placed before 3pm

  • Easy Returns

    14 day money back guarantee

  • Loyalty Points

    Earn points on every order

Refund policy

Last updated: 17 September 2026

We want you to love your costume. If you change your mind, you have a legal right to cancel within 14 days and send it back for a refund. This policy explains how returns work. It does not affect your legal rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or the Consumer Rights Act 2015.

Fancy Dress Club is a trading name of Arrow Headz Ltd.

1. Changed your mind? You have 14 days

  • You can cancel your order for any reason within 14 days of the day after you (or someone you nominate) receive your goods. If your order arrives in more than one delivery, the 14 days run from the day after the last item arrives.
  • After telling us you want to cancel, you then have a further 14 days to send the items back.
  • You can also cancel an order before it has been dispatched. Just email us as soon as possible.

Condition of returned items

You may handle and try on items as you would in a shop, but please:

  • do not wear items beyond trying them on, or wash or alter them;
  • return items with their labels, accessories and any packaging you still have; and
  • pack items carefully so they are not damaged on the way back.

If an item has been handled more than is needed to check it (for example worn to an event, washed, stained, scented with perfume or smoke, or with make-up on it), we may reduce your refund to reflect the loss in value, up to the full price of the item.

2. Items we can't accept back for change of mind

For health protection and hygiene reasons, the following cannot be returned once their seal or hygiene protection has been removed after delivery:

  • face paints, make-up, SFX products, fake blood, adhesives and similar cosmetic products;
  • wigs, beards and moustaches supplied in sealed hygiene packaging, once that seal has been broken;
  • fake teeth, fangs and mouth pieces removed from their sealed packaging;
  • pierced earrings and body jewellery removed from their sealed packaging; and
  • hosiery, tights and stockings removed from their sealed packaging.

We also cannot accept change-of-mind returns of items made to your specifications or clearly personalised for you.

Gift cards: you can cancel an unused gift card within 14 days of purchase for a full refund. After that, gift cards cannot be refunded or exchanged for cash.

These exceptions do not apply if an item is faulty, damaged or not as described. See section 5.

3. How to return an item

Step 1: Request your return

Please request your return from your customer account:

  1. Sign in at fancydressclub.co.uk/account using the email address you ordered with. You don't need a password, as we'll email you a sign-in code. This works for guest orders too.
  2. Open the order and select Request return.
  3. Choose the items and the reason. If an item is faulty, damaged or incorrect, please add clear photos.

If you can't use your account, email support@fancydressclub.co.uk with your name, order number, the items you are returning and the reason. You can also use the cancellation form at the end of this policy, or any other clear statement. However you contact us, we will accept your cancellation if it is made within the cancellation period.

Step 2: Wait for our return confirmation

We will email you to confirm your return and give you a return reference and instructions. Please request your return and wait for your confirmation before sending anything back, and include your return reference in the parcel. This lets us match your parcel to your order straight away.

If you have told us you are cancelling, you can also send the items back without a reference. Just include your name and order number. We will still refund you within 14 days of receiving the items or proof that you sent them. Please only send returns to the returns address below.

Step 3: Send your return

Pack the items securely, include your order number or return reference, and send them to:

Returns Department
Fancy Dress Club (Arrow Headz Ltd)
29 Eliburn Industrial Estate
Livingston
West Lothian
EH54 6GQ
Scotland

We strongly recommend a tracked service and keeping your proof of postage. Until we receive a change-of-mind return, it remains your responsibility.

4. Return postage costs

  • Change of mind: you pay the cost of sending the items back to us.
  • Faulty, damaged or incorrect items: we cover the return cost. We will either send you a prepaid returns label or refund your reasonable return postage (please keep your receipt). We cannot refund premium or special delivery charges that were not needed.

5. Faulty, damaged or incorrect items

If an item is faulty, damaged, not as described or not what you ordered, please tell us as soon as you can, ideally within 48 hours of delivery, with photos. Under the Consumer Rights Act 2015:

  • within 30 days of delivery, you can reject the item for a full refund;
  • you can ask for a repair or replacement at any time. If that is impossible, fails, or isn't done within a reasonable time and without significant inconvenience to you, you can keep the item with a price reduction or reject it for a refund (which may be reduced to reflect use if it is more than 6 months after delivery);
  • if a fault appears within 6 months of delivery, it is assumed to have been there when the item was delivered unless we can show otherwise.

These rights don't cover normal wear and tear, damage caused by misuse or accidents, or items not cared for as instructed (for example costumes exposed to naked flames or washed against the care label).

6. Your refund

  • We will refund you within 14 days of receiving your returned items, or of receiving evidence that you have sent them back, whichever is sooner. We usually process refunds within 5 working days of receiving the items.
  • If you cancel your whole order, we will also refund the cost of standard delivery. If you chose Express Delivery, we refund the standard delivery amount only. For faulty or incorrect items we refund the full delivery charge you paid.
  • If you cancel an order before it is dispatched, we refund everything you paid within 14 days of you telling us.
  • Refunds go back to your original payment method. We don't charge a fee for this. Refunds for Klarna and PayPal orders go back through those providers. Your bank or provider may take a few extra days to show the refund.
  • Refunds reflect what you actually paid, so any discount code is taken into account.
  • Loyalty points: points earned on returned items will be removed from your rewards account.

7. Exchanges

We don't swap items directly. If you need a different size or style, please return the original for a refund as above and place a new order, which makes sure you get the new item as quickly as possible, before it sells out.

8. Contact us

Any questions about a return? Email support@fancydressclub.co.uk.

Model cancellation form

Complete and return this form only if you wish to cancel your order.

To: Fancy Dress Club (Arrow Headz Ltd), 29 Eliburn Industrial Estate, Livingston, West Lothian, EH54 6GQ, Scotland. Email: support@fancydressclub.co.uk

I hereby give notice that I cancel my contract of sale of the following goods:
Ordered on / received on:
Order number:
Name of consumer:
Address of consumer:
Signature of consumer (only if this form is sent on paper):
Date:

Back to top