1 Is my personal information safe?
2 Is it safe to use my credit or debit card on your website?
Our website uses industry-standard Secure Sockets Layer (SSL) technology to provide the encryption of your personal information. This protects the information being passed between your computer and ours. Please note, we do not retain your card details and all transactions using our website are made directly with our secure payment provider.
3 How do I find the costume I want?
If you know the costume you want, for example "Batman”, then simply enter that into the search bar, which is located on the top right hand corner and hit search. This will bring up all our costumes linked to Batman.
If you want a Licensed costume from Rubies, then simply click on Rubies before choosing between the Ladies’ or Mens’ and then look through all the great licensed costumes. These are also displayed under the generic themes i.e. Dreamgirlz or Pirate.
If you just know the theme you want, for example 20’s – 30’s, then go to the menu on the left hand side of the page and select Ladies’ or Mens’, then click on the appropriate category. This will show you all the costumes relevant to that theme.
Remember if you don’t see exactly what you are looking for or it’s not in your size, contact us by phone or email, we’re here to help!
4 What happens if an item is out of stock?
Our website should only show products in sizes that are available from our stock. If you order something which is out of stock we will contact you via phone or email to let you know when it will be back in stock, offer you an alternative or if you wish provide you with a full refund. We appreciate this can be frustrating and we do all we can to prevent it from happening but if it does we generally offer you a discount code for future use as a way of saying sorry!
5 How do I place an order on your website?
Once you have found that costume you have been looking for:
Check to see if it’s made in the size you want by referring to the Manufacturer’s Size Guide just below the description on that costume’s page. Now you know the size you need, check to see if it’s in stock by opening up the size drop down menu under Product Options. If it’s shown on this menu it’s available so click the green "Add to Basket” which takes you to the page showing your shopping cart. Here you can add any of the suggested accessories or if you wish you can continue shopping simply by selecting a category or searching again. Any time you wish to return to your shopping cart simply click on the word "Cart” in the top right corner.
The Cart page allows you to select the shipping you want, it automatically defaults to the standard UK Express £4.99, but you can select the delivery option you require. It also allows you to add any discount code you may have, simply by typing it in the "Offer Code” and hitting the orange "Apply” button. This then automatically deducts the discount from your total when you checkout.
You can also empty your cart and start again if you want to.
Once you have finished shopping click on the "Checkout” tab which takes you to the signing in page where, if this is your first time shopping with us, you can create your account. This makes future shopping trips easier and allows you to review your orders and wish list amongst other things.
Step 2 is the delivery address page where you confirm your address or enter an alternative one. If you’re using your billing address just click on "Continue to next step 3” under billing address. If you wish to have it delivered somewhere else, just complete the new address section and click on "Submit”.
Step 3 is Payment details, where if you have a discount code but haven’t entered it yet you can. It is also the final chance to check your order before placing it, so please check the contents and shipping are correct. If you’re happy with your order then click on next which places your order with us and takes you to the secure Barclaycard payment page where you enter your card details etc.
6 Do you deliver to outside the UK?
At the moment no, we only deliver to the UK.
7 Can I purchase a costume for someone else and have it sent to them?
Yes, all you need to do is provide an alternative billing address when you reach step 2 (see Q5 above). Please note in order to prevent credit card fraud we may contact you and ask for further identity information.
8 A costume I bought is now cheaper; can I get a refund of the price difference?
Fancy Dress Forever reserves the right to change, alter or amend their prices at any time without prior notice. We always try and provide you with the best value possible, but if the price of a costume is reduced after an order is made, we cannot refund the difference. If the price of an item is decreased or indeed increased on our website the listed price at the time of sale is the final price.
9 How do I know which size to choose?
Each costume has its own page where you will find a description and a size chart based on information provided by the manufacturer. We will also add notes if we are aware of any further size guidance.
10 What if the costume does not fit?
We do supply a size guide for each costume to assist you in finding the most appropriate size. However, should you find your costume does not fit, we will be happy to exchange the costume for a different size (P&P at the customers expense) or refund you the cost of the costume. Please read our Returns Policy for full details.
11 What are the washing instructions for my costume?
Our costumes are made from a variety of materials, sometimes more than one and usually feature printed or embossed emblems etc on them, so cleaning them with care is important. Wherever possible we pass on the cleaning instructions provided by the manufacturer, where these are not available we suggest you take the costume to dry cleaners and ask their advice. For hygienic reasons we are unable to refund a costume that has been worn, even when it has been cleaned.
12 What if the product is faulty?
Please contact our customer services team via email : Returns@fancy-dress-forever.co.uk. or by phone on 01245 226021 and let us know what the problem is. Please read our Returns Policy for full details.
13 My card payment is being rejected online?
Please don’t worry this simply means that some of the information you are inputting is either incorrect or missing. Please make sure all the mandatory fields are filled in correctly and if you are still having problems just contact our customer services team on 01245 226021 or by email: Sales@fancy-dress-forever.co.uk and we will call you back.
14 Can I cancel an order?
If you have not gone beyond step 3 and paid for your order then you can cancel it simply by clicking on "Cart” to return you to your cart page and then "Empty Shopping Cart”.
If you have paid for the goods and then wish to cancel you should contact us immediately and if the order has not been shipped we will cancel it and offer a full refund. We do our best to have a very quick turn around between order and dispatch and once the order has been shipped we cannot cancel it. If you do not want the costume you will need to let us know and return it in line with our returns policy.
15 The order confirmation email I should have received hasn’t arrived?
Please check your junk mail folder as with some providers such as Hotmail this is where they end up! If you still haven’t received one let us know and will send you another.