Where's Wally? Costume

Returns & Refund Policy

We really want you to be pleased with your purchase from Smiffy's but if for any reason you are not satisfied we will do our best to help you.   Below we've outlined possible questions you may have regarding our returns policy. We hope you find all the information you need but should you have any questions please get in touch!

• Is it possible to return my order?
• How do I organise a return?
• Unwanted or Unsuitable Products
• Damaged Products
• How long does it take to process a return?
• Which products are non-returnable?

1. Is it possible to return my order?

Yes it’s possible as long as you have the costume packaging.  DON’T THROW IT AWAY

If your costume is not suitable for any reason or your event has been cancelled, you are welcome to return it to us for refund.

If unfortunately you find your order is damaged or faulty it can be returned to us for a full refund within 30 days from the delivery date. 

PLEASE NOTE: When contacting our Customer Service officers for a faulty item return, you will be given an Australia Post Replied Paid number to facilitate your return.  This number must be used when returning your faulty items as we will not be liable for any other postage costs incurred by the customer.

We cannot accept return of wigs, hosiery, make up or Body Paint if they have been removed from their original packaging for health reasons or Items that have been damaged by makeup when trying on - please remove your makeup first!

2. How do I organise a return?

The most effective way to contact our Smiffy’s Customer Services team is by emailing us directly at customerservice@smiffys.com.au

When sending an email please provide the following information:

• Your e-mail address
• Your telephone number
• Your order number
• A brief description of the problem

Alternatively you can contact us by phone on 1300 767 002 between 8.30 am and 4 pm AEDST Monday to Friday to arrange your return. Please make sure you have the above details ready when you call.

3. Unwanted or Unsuitable Products

All returned items must be in their original unspoilt packaging and in a saleable condition.

You will be responsible for the cost of returning it to us and we will refund the purchase price of the product as soon as we receive it back.  Please enclose either a copy of your packaging slip or a note with your name and the reason why you are returning the item.

We suggest returning items with a tracking number through Australia Post.

Refunds are issued on a Monday, Wednesday and Friday

If the product is not received by us in its original condition we will be unable to refund for it and you will have to pay for its return to you.

Please be extra careful when returning fragile items as we can only refund for them if they are in an unbroken and in saleable condition.

If the product is damaged in transit from you to us then we will inform you and will hold onto the product for you to claim against the Courier Company or postal service, or if you wish to pay for its return we will post it back to you.

4. Damaged Products

If you wish to return an item that is faulty, the most effective way to contact our Smiffy’s Customer Services team is by emailing us directly at customerservice@smiffys.com.au Alternatively you can contact us by phone on 1300 767 002 between 8.30 am and 4 pm AEDST Monday to Friday to arrange your return.

When sending an email please provide the following information: 

• Your e-mail address
• Your telephone number
• Your order number
• A brief description of the problem

We will reply to you ASAP and we may ask for extra information that we may need, which may include photos of the product and the packaging 

When contacting our Customer Service officers for a faulty item return, you will be given an Australia Post Replied Paid number to facilitate your return.  This number must be used when returning your faulty items as we will not be liable for any other postage costs incurred by the customer.

Please do not return anything until we say, as this may prevent us from being able to deal with your request.

5. How long does it take to process a return?

We aim to process all returns every Monday, Wednesday and Friday.  Please bear in mind that during busy periods such as Halloween and Christmas the process may take longer than normal.

Please ensure all returning items are in their original packaging with documentation to identify you the customer and the reason why the item/items are returning sonot to delay the return process. 

Can I exchange my costume if it doesn’t fit?

If you find your costume doesn’t fit we suggest purchasing the costume in the next size and returning the incorrect costume for a refund.

6. Which products are non-returnable?

The following products are non-returnable:

• Underwear
• Socks and stockings
• Eye lashes
• Wigs, beards, facial hair or any type of artificial hair
• Prosthetics, fangs or any other fake teeth
• Cosmetics
• Items and packaging in not new condition

...but we're here to help!

If you are having difficulties with your product please contact us. We'll get back to you as soon as possible!

Call us on 1300 767 002 (8.30am to 4pm AEDST) Monday to Friday or

On email at customerservice@smiffys.com.au

Address:             

Smiffy's Australia / Invenco Warehouse
PO BOX 1089
Epping VIC 3076