Is the picture on your website exactly the same as what I’ll receive?
Usually, yes. However, costume styles (colors and fabrics) are subject to change without notice during production. Unfortunately, these changes are beyond our control. We work hard to update our website descriptions and images as soon as we become aware of discrepancies, but manufacturers do not always notify us about the changes. We apologize for any inconvenience this may cause and thank you for your understanding.
How do I determine what size to order?
Size charts are available for all products. It is important to understand that while the sizing information provided by the manufacturer is generally accurate for the measurements indicated, a costume will rarely fit every person as if it were tailor made for that person. For example, while a costume may fit based on waist or hip measurements, the inseam length or sleeve length may be slightly off. Therefore, in some cases, alterations may be required. We do recommend, however, that you order the larger size when debating between two sizes, since most costume materials do not offer a lot of stretch.
How do I know if an item is in stock?
Occasionally, some items will become backordered or out of stock. To make purchasing easier, we have made it impossible to add an out of stock item to cart. When you select a size on a product page, you will either see a functional orange “Add to Cart” button or a green “Notify Me” status in place of the “Add to Cart” button..
When can I expect a backordered item to be back in stock?
We usually do not have specific dates as to when an item will be back in stock, as we do not receive regular shipments. However, we do receive shipments frequently, and our inventory is updated immediately once a shipment arrives in our warehouse. We recommend bookmarking our website and checking back to see if the status has changed online. Alternatively, once you select a size, a green “Notify Me” button will appear along with a blank field to enter your email address. Once you enter your email address and click on “Notify Me”, you will be alerted by email as soon as we have your size back in stock. If you need further assistance, you may also contact us.
Can I make a purchase for someone else?
Yes. You may purchase an item from our website and have it shipped to an address other than yours.
Do you sell wholesale or offer bulk order discounts?
No, we do not.
Do you welcome walk-ins?
While we mainly operate as an online retailer, we do welcome walk-ins as well. For more information on how to make a purchase in person, please view our Visit Us page.
Can I place my order over the phone?
Yes, you may place your order over the phone. However, our customer service representatives are not able to enter in any coupon codes that you might have, so we always recommend that you place your order online if possible.
After my order is submitted, can I make changes to it or cancel it?
If you need to make changes to your order or cancel it, please contact us immediately. Because we have a very short processing time, there is a very small window for when we can make changes or cancellations. Once an order has been processed and marked as shipped, we will not be able to cancel or change it in any way.
I accidentally deleted my order confirmation email. How can I get another copy?
If you need us to send you another order confirmation email, please contact us.
Do you ship to P.O. Boxes?
Yes, we do. Please make sure that while checking out, you select a USPS shipping method. Any other shipping method is invalid and may result in a cancelled order.
Do you ship to military addresses?
Unfortunately, we are unable to ship to military addresses at this time. We apologize for any inconvenience this may cause.
Do you ship internationally?
Yes, we do. Please note that at the moment, our system can only support international orders from Australia, Belgium, Canada, Croatia, Denmark, Estonia, Finland, France, Germany, Gibraltar, Hungary, Ireland, Israel, Italy, Latvia, Lithuania, Luxembourg, Malaysia, Malta, Netherlands, New Zealand, Portugal, Singapore, Spain, Sweden, Switzerland, and the United Kingdom. We are unable to ship to any other country. We apologize for any inconvenience this may cause.
How can I determine what the shipping and handling costs for my order will be?
The best way to get an estimate for shipping and handling costs is to add the items you are interested in to cart. Once all your items have been added to card, view your shopping cart. Underneath the checkout button, you will be able to calculate shipping costs by filling out a short form. You may also give us a call at 877-806-PURE if you require assistance.
If I place an order today, when will I receive it?
How quickly you receive your order depends on the shipping method selected plus our processing time. Currently, all orders take up to 1 business day to process. If your order is placed before 12 p.m. PST, it will be processed and shipped out the same day. If your order is placed after 12 p.m. PST, it will be processed and shipped the next business day. For example, if you place your order at 3 p.m. PST and select the standard shipping option of 2-5 days, you can expect to receive your order in 3-6 days.
How can I track my order?
When your order leaves our warehouse, you will receive a shipping confirmation email. In this email, we will include a tracking number with a link to track your order on the FedEx or USPS website.
What payment options do you offer?
We currently accept Visa, MasterCard, Discover and American Express. We also accept Debit cards with the Visa or MasterCard logo. We do not accept purchase orders, checks, money orders, wire transfers or COD shipments.
A credit you issued has not appeared on my credit card billing statement. How long does this normally take?
When we notify you that a refund has been issued, it means that we have already processed the refund on our end. Some banks may take several days to reflect the credit. If you do not see the credit posted within 5 business days, please contact us.
Is my credit card and personal information secure with you?
My credit card statement is showing multiple charges for my purchase with you. What happened?
It is not possible for us to charge a card multiple times without your consent because we do not keep any credit card information on file. All transaction details are encrypted and are not readily accessible by us. Transactions must be initiated by the card holder while checking out online. If you see multiple charges, it may mean:
- You clicked the Submit button multiple times during checkout.
- Your credit/debit card was declined for any reason. The declined attempt may show up as a pending charge for a few days, but should fall off since no funds were transferred.
Do you charge sales tax?
We do charge sales tax for all orders shipped within California. Because we also accept walk-ins and support in-person purchases, our sales tax rate reflects that of the city of South El Monte. For the most updated tax rates, you may visit the California State Board of Equalization website.
Problem With Your Order
I got an email saying my order was flagged for fraud. Why? What do I do now?
If you receive an email from us saying your order was flagged as a potential fraud order, please respond to it immediately. The longer it takes for you to respond to our request, the longer the delay will be in processing your order. If we do not receive a response from you, your order will be cancelled.
I didn’t receive an order confirmation email. How do I know if my order has been received by PureCostumes.com?
All order confirmation emails are sent out automatically once an order is submitted. Please be sure to check your spam or junk mail folder. If you are unable to locate it, you may contact us with the last four digits of the credit card used so that we can check to see if your order went through.
I received a partial shipment. What do I do?
In some instances, we may ship items separately due to size and availability. Items that are shipped separately may arrive on different days. With that said, we do recommend that you contact us if you find an item missing from your shipment so that we can follow up on the matter.
My shipment was returned to you. What do I do?
If your shipment was returned to us for any reason, please contact us immediately. As noted in our return policy, all undeliverable or refused packages may be subject to a fee. We are unable to reship orders that are returned to us as undeliverable. If you still wish to receive your item(s), you will have to place a new order.
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, please contact us immediately.
I received my shipment, but one of the items is broken or missing. What do I do?
If an item in your order is missing or broken, please contact us immediately.
How do I return something?
For more information about returns or exchanges, please view our Return Policy.