Our expectation is that you will be delighted with your purchase. However there will be occasions when the costume may have a manufacturing fault or defect, may not fit, or the customer simply changes his or her mind about the purchase. We want you to feel entirely comfortable when buying costumes from Alterego Fancy Dress, safe in the knowledge that should you need to return an item it will be remedied effectively and promptly.
In accordance with Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, effective 13th June 2014(this legislation replaces the Consumer Protection (Distance Selling) Regulations 2000), and the Sale of Goods Act 1979 (as amended),Alterego Fancy Dress has set out a simple and hassle free policy to manage the return of unwanted and damaged items, facilitate exchanges or replacements, and where appropriate make refunds.
We have put together a few FAQs which cover all you should need to know but if you have any further questions please do not hesitate to contact us on 02476 739996 or email us at [email protected]
Can I Cancel My Order?
Under the ConsumerContracts (Information, Cancellation and Additional Charges) Regulations 2013 you have the right to cancel your order. This right starts from the point at which you make your purchase and ends fourteen working days from the day after you receive the goods.
If you want to cancel your order please e-mail us at [email protected] or alternatively write to us at the following address
Alterego Fancy Dress
96 St Nicolas Park Drive
The Contracts (Information, Cancellation and Additional Charges) Regulations 2013stipulate that customers are under a statutory duty to take reasonable care of the goods whilst in their possession. Unwanted Items should be returned as soon as practicable, and clearly as we wish to re-stock the item(s) for sale they should be returned unwashed, and all component parts and packaging should be present. Failure to take reasonable care of our products does allow us the right of legal redress under the same legislation.
We will refund the full cost of the costume and our standard delivery cost to ship the item to you. We are sorry that costs associated with ‘Express’ delivery cannot be refunded in full (you will only receive the amount of what a standard delivery would have cost), as this is an additional service selected by you. You are responsible for the cost of returning goods to us and we advise that you use a recorded delivery service to ensure safe return.
What If My Item Is Faulty?
The Sale of Goods Act 1979 (as amended) provides customers with protection should items be faulty, not fit for purpose, or do not match the description when sold. Customers are entitled to a full refund, repair or replacement.
In such circumstances please contact us immediately on 02476 739996 or e-mail us at [email protected] giving us a brief description of the problem. We will then arrange for the return of the product and make a refund or exchange the item, dependent on the customer’s wishes. All postage costs incurred will be payable by Alterego Fancy Dress.
How Do I Make A Return?
Please contact us on 02476 739996 or complete the attached e mail proforma Package your item carefully, and please take time to ensure that you have included the complete costume and its original packaging. Include your name and address and reason for the return and then send your parcel to the following address:
Alterego Fancy Dress
96 St Nicolas Park Drive,
Please note that all returned items are examined. If costumes have evidently been worn, (other than to try on), or have been damaged due to negligence or misuse, or are missing packaging materials we will be unable to restock the item and this may contravene your statutory duty to take reasonable care of the product. When returning items we advise that you use a Recorded Delivery Service as such services also include insurance to cover the item in the event of loss or damage.
Can All Items Be Returned?
Yes all items can be returned but we just ask that you take particular care when trying costumes on and that packaging is handled in such a way that it remains presentable. Items such as wigs beards & moustaches, hosiery, jewellery, masks and make up should be subject to extra care to allow us to re sell the item should the product be unwanted.
How And When Will I Be Refunded?
We aim to complete the refund process within 7 days although during seasonal periods this may take a little longer. You will be refunded by the same means by which you paid us when you purchased the item.
Any Other Questions?
Heh, we are only at the end of the phone, give us a call or email us if you have any queries or are still unsure as to how it all works.
Call 02476 739996 or e-mail us at [email protected]