Refunds & Exchanges Policy

Refunds & Exchanges Policy main image Refunds & Exchanges Policy image

You are welcome to return faulty products for a refund within 14 days of receipt of the goods. 

When the item is faulty through no fault of the buyer, the cost of postage will be included within the refund. Postage is at the cost of the buyer for all other returns and refunds.

Please choose your items carefully, as we cannot accept change of mind returns or returns for errors made by you when ordering and we do not accept responsibility for lost items.

Before returning any item/s please contact us via email at

Items Excluded From Our Refund & Exchanges Policy

Secret Identity Costume Hire is unable to offer a refund or exchange if:

  • The item has been used, shows signs of wear and tear, is damaged, altered or repaired.
  • The item is not in the original packaging or box (includes shoe boxes), or the packaging is damaged.
  • The item is missing the original tag or the tag is damaged.
  • The item is missing or has damaged parts.
  • You changed your mind or made an error when placing your order. 

Due to hygiene reasons the following items are not able to be returned for refund or exchange:

  • Makeup
  • Beards, moustaches and facial hair
  • Wigs and wig caps
  • Hats
  • Eyelashes
  • Undergarments and/or costumes that include these item/s
  • Masks
  • Teeth
  • Socks and tights

Refund or Exchange are not available on:

  • Special orders
  • Mascot costumes
  • Inflatable costumes
  • Sale/Clearance items