General Shipping
At HMS69, all outfits to mainland UK are now sent via insured courier UK Mail who offer an overnight service from Monday to Thursday. Orders processed after Thursday at noon will usually arrive the following Monday and orders placed Friday should arrive Tuesday. Generally, orders placed with us will leave our warehouse within one business day though circumstances beyond our control occasionally mean this isn’t possible.
You should select the cheapest postage option offered at checkout. Selecting the dearer option will not make your parcel arrive any quicker.
Occasionally during busy periods your costume may be out of stock but we have 2 deliveries per week from our supplier so you should not be waiting more than a few days.
You should always allow at least 1 week between placing your order and your party date. If the costume is required for a date within 1 week of ordering please add a note during checkout to let us know and we will do our best to deliver in time, though we cannot guarantee this and is not a valid reason for a return.
We reserve the right to use another carrier if the need arises.
Out of stocks
If part of your order is not in stock when we process your order we will process the remaining items so that we get the rest of your order to you as soon as possible. If you want us to hold or cancel your order if specific items are not immediately in stock then you must tell us at the time you place the order using the Comments box provided.
Damages & Exchanges
Your satisfaction is our top priority. We sell only the finest quality products from reputable manufacturers, so we rarely have problems with any of our products. But if your item is damaged or defective in some way, we’ll make sure you’re taken care of.
Returns
You have a statutory duty to take reasonable care of the items while in your possession. This means ensuring the clothing is not marked or damaged in any way. Please, for your own benefit, remove all make-up and deodorant before trying on our outfits as damaged goods cannot be refunded!!!
Please find your specific situation from the list of scenarios below to learn how we handle that particular situation:
1. You decided to cancel your order
If the order status is still ‘Pending’, we can cancel the order and issue you a refund with no penalty. If you do not cancel the order until after that, your situation will be handled according to situation 5 – Delivery Refusal – below.
2. You received the product but the costume is missing an item, or is visibly damaged or deformed
If the item is faulty and it does not appear to have been damaged during shipping, please see the paperwork that came in the original box for instructions on how to file a warranty claim with the manufacturer. The manufacturer is responsible for any manufacturing defects or deficiencies with its products. (If the item is damaged or defective due to shipping damages, please see situation 3 directly below.)
3. You received an item that appears to have been damaged during shipping
If a package appears to have been damaged during shipping, the item is oftentimes still okay. If the packaging for your item appears to be damaged, be sure to keep all the original packaging until you’ve determined whether or not a shipping insurance claim needs to be submitted. If any of the original packaging is thrown away, we cannot file a shipping insurance claim. Discarding shipping materials or box contents waves your right to get your product replaced or repaired. Before contacting us, please check the contents and if the costume is ok there is no reason to contact us or file a shipping damage claim. If your product is faulty due to the damages that occurred during shipping and you have kept the original shipping materials, please contact us so that we may submit a shipping insurance claim. Once we have confirmed that you still have the original shipping materials and that the item was damaged during shipping, and after we have officially filed the shipping insurance claim forms, we will send out new parts or a new product at no cost to you.
4. You’ve received the product but you’ve decided you want to return it
If you receive an item and decide to return it, you can do so if and only if all of the following requirements are met:
1) The item must be unused and still have the original packaging.
2) You must contact us to notify us that you’d like to return the item within 3 days of receiving the item.
3) You must contact us to get return instructions PRIOR to returning the item.
If you return an item without all three of the above requirements being met, the item will be refused and come back to you and no refund will be issued. If you meet all three of the above requirements, your refund will be issued in one of the following two manners:
1) You can receive the full amount you originally paid for the returned item (less our actual cost for shipping and handling) as a store credit, OR
2) You can get a refund for the amount you originally paid LESS a 15% restocking fee and our actual cost for shipping and handling.
In either case, you are responsible for return shipping charges to return the product to us and for its safe arrival – you should therefore use an insured trackable carrier.
5. You refuse the delivery of your order, and it comes back to us or you cancel the order too late
If you refuse an item and it comes back to us, you will be issued a refund LESS a 15% restocking fee and our actual cost for shipping and handling. If the item is damaged or lost during the shipping process, no refund will be issued until the shipping insurance claim process is complete. Once the shipping claim process is complete, you will be issued a refund in the amount we are reimbursed by Royal Mail.
6. Item doesn’t fit
Please let us know within 72 hours of you signing for your costume if it doesn’t fit. We’ll be happy to replace it for a different size if available or a refund if not.