Terms and Conditions

  1. Costume Ownership - the costume and its accessories will at all times remain property of ‘Complete Costumes’. Failure to return a costume will be deemed as theft and liable for prosecution
  2. Payment and Privacy - we are committed to protecting your privacy. We will only use the information that we require lawfully, in accordance to the Data Protection Act 1998. We do not see or hold credit card details. All payments are accepted via a third party secure site
  3. Deliveries - all deliveries are to the UK, Ireland and the Channel Islands only. Most costume hires will be sent via Parcel Force 24 hour courier service weekdays and this can usually be booked up to 12pm weekdays for a collection from here to a delivery address of your choice the next day. On bookings after 12pm weekdays we use Royal Mail's guaranteed next day delivery service to an address of your choice if this is possible - please contact us if you do require next day delivery and we will do our best to help. You may need to book the costume online with the address you have the card registered with but please let us know if you prefer it to be sent somewhere else as the parcel will need to be signed for. Please contact us if you would like this Royal Mail service to make sure it is possible and for a price quote as if it weighs more than 2kg there will additional charges.We can also provide a Saturday delivery but this service does cost more - please contact us for more details. On returning the costume please make sure that you have proof of posting in case of loss or damage (we do highly recommend a tracking service either by courier or Royal Mail's special guarranteed delivery). Complete Costumes cannot take responsibility for costumes lost in the post on the return journey and it would be up to the customer to seek compensation themselves and pay for the cost of a replacement minus the deposit costs if appropriate. Cost of hire and delivery charges will only be refunded by ‘Complete Costumes’ if loss or delay is caused by the delivery courier involved on the outward journey. We will offer an alternative costume to be sent out before your start date if this is possible but if not then a full refund would be given. Credit notes or refunds for hire and delivery costs would not be issued if the reason for non delivery is due to the customer not being available to sign for the parcel delivery, does not contact the courier personally when full details of tracking numbers have been given in good time before the event or does not attempt to collect the parcel personally from the local sorting office or depot
  4. Combined Postage - we charge a maximum of £12.99 for delivery within the UK no matter how many you book! Delivery to the Channel Islands can be arranged at a cost of £18.00, Northern Ireland £18.00 and Republic of Ireland £20.00. Please note the delivery charge is one way only and it is the customer's responsibity to return the costume at his or her own expense
  5. Hire Period - the hire period is shown on the costume details, this is typically 7 days. Extended hire is available and can be booked via the website. The first week's hire would be at the full rate and then half the original price would be charged per costume per week if required. Once costumes have left our possession and are with the customer they are the hirer’s responsibility and risk until ‘Complete Costumes’ receives them back. 
    Please note we usually send costumes out a few days prior to the start date to ensure they arrive on time. This does not affect the time of hire. Period of your hire begins on the date you booked it from and ends up to seven days after this date (not including Sundays or Bank Holidays). We also give a couple of days extra after the end of you hire for the parcel to arrive back if you are posting or sending via courier. Please contact us if you have any further worries.
  6. Late/ non returns (posting) - will result in a £10 charge if more than 48 hours late starting two days after last day of hire period (if posting to give time for delivery) and total loss of deposit if more than 3 days late starting two days after the hire period. Please note that the deposit you pay on booking does not cover the actual cost and replacement of the costume if it is lost, damaged or stolen nor does it cover the loss of hire from another customer due to the delay. We reserve the right to pursue compensation from you as the hirer to the full value of the costume concerned and any other expenses occured due to this delay or non return. By agreeing to our terms and conditions we reserve the right to debit that account in the event of loss, damage or non return 
  7. Deposits - a deposit is always required for each costume in the event of loss or damage. This will be charged at check out and will be refunded if appropriate when the costume is received back.
  8. Cancellation of Hire - No hire cost refunds will be given once a costume or costumes have been booked for whatever reason unless you notify us within 7 days after the costume or costumes have been booked. We do however give a credit note up to the value of the hire cost(s) which can be used in the future if this cancellation request falls after the 7 day period of booking. If it is within the 7 day period a £10 cancellation fee is charged per costume and a £5 charge per accessory booked for hire on cancellation. Please note once the costumes have left us for delivery to you no refunds or credit notes for hire will be given but if there is time we will do our best to send a replacement once booked online and refund the first one which was not suitable
  9. Costume Damage From Washing - some of our costumes are very delicate and as such require special treatment when being washed so please return them without laundering. You will be charged if you cause damage to any of our costumes by washing delicate items on the incorrect wash cycle. If in doubt then do not attempt to wash any of our costumes or seek advice directly from ourselves by using our contact page.
  10. Costume Damage Fom Altering - Measurements are given for each costume. Please do not alter in any way unless by prior consent. There are times for instance when gently tacking the hem is ok depending on the fabric but please check with us first. Please DO NOT use a sewing machine on any of our costumes as this completely ruins the fabric and on the few occasions when this has happened we have undone the thread carefully only to find it leaves marks and holes by doing this. Any damage made from alterations may result in non return of a deposit as we may need to replace the costume. Please bear in mind that the deposit paid does not always reflect its worth and in many cases we reserve the right to receive the full cost of replacing a similar costume 
  11. Costumes Returned Incomplete - a selection of our costumes come with accessories such as hats and wigs. In special circumstances tailored accessories will be integral to the individual costume and the loss of an accessory may cause the rest of the outfit to become incomplete and unusable. In this case you will be charged for the cost of the costume as we will need to seek a replacement.
  12. Costume Measurements & Fitting - Detailed measurements are given for each costume. Please ensure that you allow for movement as well. Due to the nature of costume hire we cannot refund the hire charge unless the costume does not match the listing measurements on the website. If we find this to be the case we will offer an alternative as priority but if this is not possible then a refund for the hire will be returned but NOT postage costs. Please make sure if this is the case that you return it within 48 hours for a possible refund NOT at the end of the hire period as no refund will be given. If you require any further measurements for a costume which may not be included such as sleeve length for example, please contact us prior to booking as no refunds will be given if an unlisted measurement is not included. We always offer our customers an alternative should there be one available if in the rare occasion there is a problem with sizing and this will then need either to be booked through the website or the other one returned and refunded and then the other one booked online
  13. Voucher Codes. We offer a 10% discount to schools, theatres, charities and multiple orders. Please contact us for the voucher code so you can place them in the appropriate box when booking your hires
  14. Purchases. If you would like a refund for a purchase you have made please return unused before your start of hire date and let us know so we have chance to send a replacement before the event if required or if only an accessory such as a wig is purchased within 7 days and we will refund the cost of the item for you. Cost of delivery and return would be at the customer's own expense. The item must be in a resellable condition i.e packaging still in tact and unopened/ unused
  15. Arrival of costumes for hire and accessories purchased or hired - acceptance of the item(s) at the commencement of the hire period implies that the item is complete and undamaged. Unless any faults or defects are notified to 'Complete Costumes' at the start of the hire then we will consider this having occured within the hire period and the deposit in whole/ or part will be forfeit
 
 

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