We want your shopping experience online with us to be as pleasant and smooth as possible. That's why we've taken the time to provide the detailed FAQs on this page. Before contacting us, please take a moment to read the below listed FAQs. If you can not find the answer you are looking for, feel free to contact us at our toll free number(1-877-806-PURE).

Click on any of the links below and you'll be directed to that section. We've tried to be as thorough as possible with each answer by providing helpful links where appropriate.

Shopping Related Questions ..
Is the picture on your website exactly the same as what I'll receive?
How do I determine if a costume is the correct size?
How do I know if an item is in stock?
How can I find out more about a costume?
Can I make a purchase for someone else?
Do you sell wholesale?
Do you offer quantity discounts?
Do you welcome walk-in?
Can I place my order over the phone?
Shipping & Ordering Related Questions ..
What do I do if the items I received in my shipment are not what I ordered?
After my order is submitted, can I make changes to it or cancel it?
Do you charge sales tax?
If I place an order today, when will I receive it?
Do you ship internationally?
How can I track my order?
I received a partial shipment. What do I do?
My shipment was returned to you. What can I do?
I received my shipment but one of the items is broken or missing. What do I do?
I received the wrong item in my order. What do I do?
How can I determine what the shipping costs for my order will be?
How do I know if my order has been received?
How long it will take my order to be processed and when will I know my item was shipped?
Payment Related Questions..
What payment options do you offer?
A credit you issued has not yet appeared on my credit card billing statement. How long does this normally take?
Is my credit card and personal information secured using your site?
My bank card company is showing multiple charges for my purchase with you. What can I do?
I misplaced my original order confirmation email for my receipt. Where can I get another receipt for my purchase?
Refund / Return Related Questions..
What is your “Hassle free” refund and return policy?
Can I exchange an item for a different size?
I ordered the wrong item. Can I exchange the item for the correct item?
How do I request a Return Authorization (RA) number?
I've decided I don't want the item I ordered. Can I return it?

Is the picture on your website exactly the same as what I’ll receive?
Usually, yes. However variances in manufacturer’s production runs may slightly alter the costume style. These changes are beyond our control and subject to change without notice. We work hard to update our website descriptions and images as soon as we become aware of variations but manufacturers do not always notify us in advance. In most cases the first we know about a style change is when a customer brings it to our attention. We apologize for any inconvenience this may cause and thank you for your understanding.
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How do I determine if a costume is the correct size?
If there are different sizes available, you will see a drop down box for sizes on the individual product page. Select the desired size. If however there is no place to enter a size, the item is then a ONE-SIZE fits item. The size chart can be found on the customer care section and on the product page. Below is the size chart:

It is important to understand that seasonal costumes are typically designed to be worn for one or two events. They are not professional, theatrical grade costumes and are not priced as such. So while the sizing information provided by the manufacturer is generally accurate for the measurements indicated, a seasonal costume will rarely fit every person as if it were tailor made for that person. This simply means that even though a costume may fit based on waist or hip measurements, it doesn't mean the inseam length or sleeve length will fit every body style with the same waist measurements. In some cases, alterations may be required and in others, you may need to order another size. And because seasonal costumes tend to run small, we suggest buying the larger size when in doubt. Please note that different manufacturers vary their sizing slightly. If in doubt between two sizes, it’s usually best to order the larger size.
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How do I know if an item is in stock?
Most of the items that are on the website are in stock. We try to make sure we are never out of stock on any certain item but occasionally, we run out of stock on items – particularly with popular items and the closer it gets to a holiday. Unfortunately, the website is delayed in updating our inventory count thus please call us if you need a rush item(s). If item(s) are in back order or out of stock, we will contact you via email or by phone.
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How can I find out more about a costume?
If you find an item you are interested in and would like to know more about that item, you can click on the item name or the picture of the item itself and that will take you to a Product Page. In the Product Page, you will be presented with additional information about the specific item. Unfortunately, we get limited information about the costumes from the manufacturers beyond what is already presented online so while we are eager to assist, in most cases we will not be able to provide you with more information on an item than what you see listed on our website.
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Can I make a purchase for someone else?
Yes. You may purchase an item from our website and have it shipped to another address which is different from the billing address on your credit card.
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Do you sell wholesale?
Sorry - no we don't.
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Do you offer quantity discounts?
For large purchases, we usually offer a 10% discount. Please call to inquire.
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Do you welcome walk-in?
We mainly operate as an e-commerce business but we more than welcome walk-in. Please note that we are a warehouse and not a retail store but if you want to come and try on the merchandise, you are more than welcome to. We have a restroom where you can try the item(s) on. Please give us a call before hand and let us know which item(s) you wish to purchase so we can have the item(s) ready for you.
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Can I place my order over the phone?
Yes, we do take orders over the phone. Please call our toll free number (1-877-806-PURE) to place any orders. Note: A working e-mail address will be required. The reason we require your e-mail address is so we will be able to send you information regarding your order (order confirmation, order processing, and tracking number). We may also e-mail you coupons or discount offers in the future.
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What do I do if the items I received in my shipment are not what I ordered?
If we made a mistake in the fulfillment of your order (e.g. you receive an item you did not order) Please contact us within 3 days (the day of the receipt is the date that shows delivered on the www.usps.com tracking site) of receipt of merchandise and we will issue you an RA number. Please follow our return policy. Once we receive your item, we will send out the item you purchased.
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After my order is submitted, can I make changes to it or cancel it?
Once you submit your order, we cannot make changes to existing order but are able to cancel the order. Please call our toll free number (1-877-806-PURE) to speak to a representative. Orders on our website are automatically processed and transferred to our warehouse for picking, packing and shipping when you click on the "Confirm Order" button and your payment has been approved. This is particularly critical during the months of September and October when we receive many orders per day and we need to get them out as fast as possible. Thus, it is important for you to review your order and shipping info before submitting it.
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To correct this situation: You’ll need to receive the order first and then return it (in accordance with our return policy) for a refund. We are unable to refund your cost of shipping and handling if you decide you do not want an order after it has been sent to our warehouse for processing. Please note that orders that are refused upon delivery will incur a 25% restocking fee.
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Do you charge sales tax?
We charge sales tax only for orders shipped within the State of California.
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If I place an order today, when will I receive it?
Typically we are able to process and ship orders within two business days (often the same day), of the day you place your order. This of course depends on the time of year and order volumes. Once shipped, the timing of the delivery of your order depends on the method of shipment you chose (see shipping options for more details and information on shipping methods offered) as well as your location.

Regardless of which shipping method you select, we can not guarantee delivery by a specific date. Also, it is important to note that the shipping time frame stated for each shipping option is the estimated number of days it will take for you to receive your order after it leaves our warehouse (not the number of days from when your order is placed). As you might expect, the 2 or 3 weeks leading up to a holiday is our busiest time.
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Do you ship internationally?
Yes, we do. We ship only to the following countries: United Kingdom, Australia, and Canada.
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How can I track my order?
When your order ships, you will receive a shipment confirmation via e-mail that your order has been shipped. The shipment confirmation e-mail includes a tracking number which can be tracked on the United States Postal Service website (www.usps.com). Type your tracking number in the track and confirm box and click Go.
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I received a partial shipment. What do I do?
You may want to wait and see. There could be another shipment on the way to you. We may have shipped item(s) separately due to size and availability. You are more than welcome to give us a call because it doesn't hurt to let us know what is missing so we can follow up. Please have your Order ID number with you which is located on the top right hand corner of your invoice.
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My shipment was returned to you. What can I do?
If your order was shipped to the address as stated on your order and for whatever reason that shipment was returned to us (e.g. you accidentally typed in the wrong ship to address, someone mistakenly refused it or you were away on all attempts to receive the delivery), the only thing you can do is place a new order for the same items. During our busy season (Sept & October) this process can take awhile - two or more weeks. Therefore if your shipment was returned to us, the fastest way to receive the merchandise is to place a new order. We will of course refund the cost of the merchandise in the first returned order assuming the merchandise is received in the same condition as when we shipped it. We treat undeliverable packages the same as we would a return (unless if the order was refused, in which case we will deduct a 15% re-stocking fee from the refund we issue).
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I received my shipment but one of the items is broken or missing. What do I do?
If one (or more) of the items in your order is missing or broken, please give us a call and let us know within 3 days of receipt (the day of the receipt is the date that shows delivered on the www.usps.com tracking site). We will give you instructions of what is the procedure. Please have your Order ID number with you which is located on the top right hand corner of your invoice.

I received the wrong item in my order. What do I do?
If you received the wrong item in your order or there is a problem with the items you received, please give us a call and let us know within 3 days of receipt (the day of the receipt is the date that shows delivered on the www.usps.com tracking site). We will give you instructions of what is the procedure. Please have your Order ID number with you which is located on the top right hand corner of your invoice.
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How can I determine what the shipping costs for my order will be?
Shipping and handling charges are calculated during checkout based on the method of shipping you selected, your address, and the number of items in your shopping cart combined with the total weight and box dimensions required to ship your order. For this reason it is not possible for us to tell you the shipping costs until you go through the complete checkout process.
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How do I know if my order has been received?
Once your online order is completed, you will receive an order confirmation via email with your Order ID number. If you do not receive an order confirmation email, your order was not complete and was not received. Please know your Order ID number because this is how we identify the orders.
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How long it will take my order to be processed and when will I know my item was shipped?
Generally, it will take 1-2 business days except in October which is 3-4 days to process the order before we ship. Once item(s) is shipped, a shipment confirmation will be sent to you via email containing the tracking number of the shipment. If you do receive a shipment confirmation email after the processing time, please contact us.
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What payment options do you offer?
We currently accept Visa, MasterCard, Discover, American Express, and Paypal account. Sorry, no purchase orders, checks, money orders, wire transfers or COD shipments. Please be sure to include your name exactly as it appears on your card and your address as it appears on your billing statement (along with your phone number). We can not accept any orders which do not match these criteria.
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A credit you issued has not yet appeared on my credit card billing statement. How long does this normally take?
The refund process typically takes 5 to 10 days for us to process - and up to 4 weeks during the busy Halloween and Christmas seasons (October to January). Your account will be updated with the refund information and an email will be sent to you too. Once we issue the refund to your credit card, how long it takes to appear on your account is dependent on when your credit card account statement cycles. For this reason it could take up to two billing cycles for the credit to appear during Halloween season.
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Is my credit card and personal information secured using your site?
We want you to know we have taken every precaution to ensure you have a positive and safe experience in shopping with us. We take your business seriously and use every reasonable precaution necessary to ensure your shopping experience is safe!

Our website is VeriSign Secured.

ABOUT SSL CERTIFICATES

My bank card company is showing multiple charges for my purchase with you. How can I get this fixed?
It is not possible for us to charge a bank card multiple times for the same order. Transactions must be initiated by the card holder using his/her PC online. So the fact that you're seeing what appears to be a duplicate or multiple charges tells us that during the checkout process, one of two things occurred:

1. You clicked the Submit Button Multiple Times OR Refreshed your Browser during Checkout
2. Your Credit/Debit Card was declined for an AVS (address verification system) data mis-match.

To fix it: please give us a call and let us know the duplicate charges. We will look into our payment gateway and see if the charges were indeed a charged and will refund the duplicate charges if there was an error. Please allow 1-2 business days to resolve this issue. Refunds are issued on the credit card account number used to make the original purchase. Please allow 1-2 billing cycle for credit to appear on your statement. Please note that during the busy season (October), it will take 1-2 weeks to process this. Please do not expect your refund to be issued instantly once we receive your call.

While we know this situation can be very frustrating, we hope you'll understand we are not the source of your frustration.
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I misplaced my original order confirmation email for my receipt. Where can I get another receipt for my purchase?
You can always log into your account on our website to obtain your order confirmation and view your order. More importantly, please make sure you have your Order ID number. The Order ID number is used to retrieve customer’s information and order.
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What is your Hassle refund and return policy?
Due to the “one time use” nature of our products, standard practice within the Costume Industry has always been No Returns or Exchanges. However, times are changing. Costumes are now being purchased over the internet where they can not be inspected for quality or tried on ahead of time. To accommodate for this, Purecostumes has developed a Return Policy. If for any reason you are not happy with your selection, you may exchange the item for a different size or for something of equal or greater value. Please read our refund and return policy (link). If you don't understand this guarantee, we urge you not to proceed with your purchase and instead, contact our customer care department to get your questions answered.
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Can I exchange an item for a different size?
If you need a different size than what you purchased, we suggest ordering that size immediately and then returning the wrong size item. We will issue a refund for the returned item in accordance with our refund and return policy. We urge you to place a new order for the correct size immediately - even before returning the wrong size item to us for a refund. This is because a) the new item may not be in stock by the time we receive and process your return item and b) it can take a week or more for us to process returns (sometimes longer during October and November). All returns, regardless of the reason for returning, are subject to our refund and return policy so make sure you take the time to review this material. We urge you to read our refund and return policy completely before making your purchase.

IMPORTANT NOTE. If you wish to return an item because of a size issue, please make sure you check the costume itself and not rely on the label on the outside packaging. It is not unusual for a manufacturer to use the same labeling/packaging for all size costumes. In addition, it is possible that the size of the costume is CORRECT while the package labeling is incorrect.
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I ordered the wrong item. Can I exchange the item for the correct item?
Yes, you can but you must place a new order for the needed replacement item(s) and return the items(s) you have already received. This is because the desired item maybe out of stock by the time we receive your return item(s) and to ensure the fastest delivery of your replacement item(s). Please refer to our return policy and instructions. Refunds are the cost of the merchandise only, not including shipping and handling.
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How do I request a Return Authorization (RA) number?
You need to call us within 3 days (the day of the receipt is the date that shows delivered on the www.usps.com tracking site) of receiving your merchandise to obtain a Return Authorization (RA) number. NO EXCEPTIONS. Please read our refund and return policy.
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I've decided I don't want the item I ordered. Can I return it?
Yes, provided you return it in accordance with our "Hassle free" refund and return policy. Click Here for details.
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