At Smiffys Store, we strive to ensure that every costume, wig, mask, or accessory brings joy and magic to your celebrations. However, we understand that sometimes an item may not meet your expectations. Our Returns & Exchanges policy is designed to make the process as enchanting and hassle-free as possible for our valued customers—families, cosplay enthusiasts, and party-goers worldwide.

1. Eligibility for Returns & Exchanges

You may return or exchange most items within 15 days of receiving your order, provided they are:

  • In original, unused condition with all tags attached.
  • Packaged in the original shipping box or protective wrapping.

Please note that due to hygiene and safety reasons, the following products cannot be returned or exchanged:

  • Masks & Disguises (for health and hygiene considerations)
  • Wigs (if the packaging has been opened or altered)
  • Toy Weapons (for safety and compliance reasons)

These exceptions are based on the nature of our products, ensuring we maintain quality and safety for all customers.

2. Step-by-Step Return/Exchange Process

Follow these simple steps to initiate a return or exchange:

  1. Contact Us: Email our customer support team at [email protected] within 15 days of delivery. Include your order number and reason for return/exchange.
  2. Receive Instructions: We will respond within 1-2 business days with a returns authorization and shipping address.
  3. Pack and Ship: Securely package the item(s) and ship them to us using a tracked service. Please note that return shipping costs are the customer’s responsibility, unless the item is faulty or incorrect.
  4. Inspection and Processing: Once received, our team will inspect the item(s) within 3-5 business days. We will notify you via email once processing is complete.

3. Refund and Exchange Details

Refunds: Approved refunds will be processed to the original payment method within 5-10 business days after we receive and inspect the returned item. For payments made via Visa, MasterCard, JCB, or PayPal, refunds may take additional time to appear in your account, depending on your financial institution.

Exchanges: If you request an exchange for a different size or product, we will ship the new item once the return is processed. Standard or free shipping rates will apply based on your order value.

4. Return/Exchange Request Template

Use the template below to email your return or exchange request to [email protected]:

Subject: Return/Exchange Request – Order #[Your Order Number]

Dear Smiffys Store Team,

I would like to request a [return/exchange] for my order #[Your Order Number], placed on [Order Date].

Item(s) to Return/Exchange: [List product names and quantities]

Reason: [Please provide details, e.g., wrong size, defective item]

Preferred Solution: [Refund / Exchange for (specify alternative product or size)]

I have read and agree to the Returns & Exchanges policy.

Thank you,
[Your Full Name]
[Your Email Address]
[Your Phone Number]

5. Questions?

If you have any questions about returns or exchanges, feel free to contact us at [email protected]. We’re here to help you enjoy a magical experience with Smiffys Store!

Thank you for trusting us with your costume needs. We appreciate your business and look forward to helping you create more unforgettable moments!