At Disguise Shop, we want you to be thrilled with your Halloween costumes, scary masks, and festival wear! We stand behind the quality of our products. However, we understand that sometimes things don’t work out perfectly. This policy outlines our straightforward process for returns and exchanges.

Our Standard Policy

We accept returns and exchanges for most items within 15 days of you receiving your order. To be eligible, items must be:

  • Unworn and unused
  • In the original packaging with all tags attached
  • In a resalable condition (free of makeup, stains, odors, or damage)

Important Exceptions – Non-Returnable Items

For health, safety, and hygiene reasons, the following products are FINAL SALE and cannot be returned or exchanged:

  • Scary Halloween Masks (to prevent the potential spread of contaminants and due to direct facial contact)
  • TV & Movie Masks (for the same hygiene reasons as above)
  • Zombie/Corpse Masks (all mask products are final sale once opened)

Please try on costumes carefully before removing tags. We cannot accept returns on any masks that have been removed from their original sealed packaging or worn.

How to Initiate a Return or Exchange

Follow these simple steps to request a return or exchange:

  1. Contact Us: Within 15 days of delivery, email us at [email protected] with your order number and reason for return/exchange. You can use the template below.
  2. Get Approval: Our customer service team will respond within 2 business days with a Return Merchandise Authorization (RMA) number and instructions. Do not ship anything back without an RMA number.
  3. Ship It Back: Securely package the item(s) and include a copy of your original packing slip. Mail it to the address provided. We recommend using a trackable shipping service as you are responsible for the item until it reaches us.
  4. Processing: Once we receive and inspect your return, we will process your exchange or refund within 5 business days.

Return Shipping Costs

  • If the return is due to our error (e.g., wrong item sent, defective item), we will provide a prepaid return shipping label.
  • If the return is for any other reason (e.g., size, change of mind), the customer is responsible for the return shipping costs.

Refund Timeline and Method

Refunds will be issued to the original payment method used for the purchase.

  • Credit/Debit Card (Visa, MasterCard, JCB) & PayPal: Please allow 5-10 business days for the refund to be processed by us and then an additional 5-10 business days for it to appear on your statement, depending on your bank or card issuer’s policies.

Original shipping fees are non-refundable for returns due to change of mind or size exchanges.

Exchange Requests

Exchanges are subject to product availability. If the item you want is out of stock, we will issue a refund to your original payment method. We will not process the exchange until the original item is received and inspected.

Return Address & Contact

Please ship returns to:

Disguise Shop (Returns)
RMA #: [Your assigned number]
30 Tanner Street
Manchester, US 06042

Email: [email protected] for all return-related inquiries.

Return Request Email Template

Copy and paste the template below into an email to us to get the process started.

Subject: Return/Exchange Request – Order #[Your Order Number] Hello Disguise Shop Team, I would like to request a [return / exchange] for my recent order. Order Number: [Your Order Number] Order Date: [Date Order Was Placed] Item(s) to Return: [Product Name, Size, Color] Reason for Return/Exchange: [e.g., Wrong size, defective, etc.] I have read and understand the Returns & Exchanges Policy. Please provide the next steps and an RMA number. Thank you, [Your Full Name] [Your Email Address] [Your Phone Number – Optional]