Change of Mind Returns
Due to recent instances of misuse of our return policy, we no longer accept returns for change of mind under any circumstances. We encourage our customers to make thoughtful decisions when purchasing. This policy is common practice among small businesses, and we will not tolerate aggressive or intimidating behavior regarding our return policy.

ACCC Retail Business Guidelines
Under the ACCC consumer guarantees, consumers are not entitled to a repair, replacement, or refund if:

• They received what they asked for but simply changed their mind, found the product cheaper elsewhere, decided they didn't like the purchase, or had no use for it.
• The incorrect size was ordered or misuse of the product caused a problem.
• They were aware of the problem with the product before purchasing it (however, they may still be entitled to a repair, replacement, or refund for a different issue that was not disclosed prior to purchase).

If you encounter a product fault, please notify Little Shop of Horrors Costumery as soon as possible by sending clear photographs of the defect. This notification must be made before the item has been worn or used.

To qualify for a replacement, the faulty item must be returned to our store within 7 days of purchase. Please follow these guidelines to facilitate your exchange:

• The item must be unworn and returned in its original packaging.
• A valid receipt must be included with the return.
• Items that have been worn or used cannot be accepted for exchange or replacement.

We strive to provide excellent service; however, please note that aggressive or abusive behavior towards our staff will not be tolerated.

While all items at Little Shop of Horrors Costumery undergo rigorous quality checks, we recognize that damages may occur during transit for online purchases. We strongly recommend that you inspect your items immediately upon arrival.

If you discover any damage, please contact us within 24 hours at shop@littleshopofhorrors.com.au, including clear photographs and a detailed description of the damage.

Upon receipt of your email, we will review the provided information to determine whether a refund will be issued or if a replacement item will be provided. Please be aware that we may require the return of the damaged goods in order to process the refund.

Please note that refunds for postage costs are not available.

At Little Shop of Horrors Costumery, we do not offer a layby service. However, if management exercises discretion, a downpayment may be accepted to hold a product. Please note that any deposit made for this purpose remains non-refundable.

We are pleased to offer flexible payment plans through the following methods where available:

• ZIP
• Afterpay
• PayPal Pay in 4

We also accept Visa, Mastercard, American Express and Cash payments.

$5 Vouchers Valid for 3 Months. One per person, per transaction over $25

Please note that Halloween costume rentals are limited to a two-day hire period during the Halloween season, in accordance with our designated pickup and drop-off schedule. You will be informed of our Halloween schedule at the time of reservation. Costumes for the peak week of the year must be collected at the date and time specified during the booking process. Additionally, costumes must be returned promptly on the scheduled return date and time.

If you are unable to adhere to the scheduled drop-off and fail to return the costume as agreed, you will be liable to reimburse the next customer who is affected by the delay, as outlined in our terms and conditions.

Extended rentals may be available on request.

Appointments & Fitting Room Closure:
During the busiest week of the year, Halloween, our fitting rooms are exclusively reserved for customers purchasing from our retail range in-store. As a result, costume rentals will not be available on Halloween weekend.

We strongly recommend that customers plan ahead and secure their costumes early to avoid disappointment, as Halloween costumes tend to book out well in advance.

To secure each individual costume reservation at Little Shop of Horrors Costumery, a non-refundable deposit of 50% of the total hire fee is required. Please note that we have a strict no refund policy, and store credit is not offered.

Deposits and payments are strictly non-refundable for any reason, including but not limited to:

• Change of mind
• Party cancellations
• Illness
• Postage delays beyond our control
• Early returns
• If the item or hire remains unworn or unused

Deposits and payments are also non-transferable and may not be applied to another customer’s order or the balance of a different costume hire. This restriction applies to all in-store departments, including but not limited to costume hires, retail stock, makeup parlour, wig styling, and custom orders. There are no exceptions to this policy, so please choose carefully.

Once a costume hire item leaves our store, the transaction is considered final. In the event that a customer fails to collect their reserved costume on the scheduled date, they forfeit their 50% deposit and remain liable for the remaining balance, which may be charged to the Hirer’s credit card without further notice.

Little Shop of Horrors Costumery reserves the right to refuse hire at our discretion. This may include, but is not limited to, certain themed events or situations that present a higher likelihood of damage to our costumes (e.g., bucks nights, Mad Mondays, or those who smoke heavily). We appreciate your understanding of the care and effort that goes into our costumes and hope to provide a positive experience for all our customers.

Costume rentals will be processed only after the completion of the Rental Agreement and the signing of the Terms and Conditions. A valid driver's license and credit card must be provided by the Hirer and maintained on file. Each Hirer must enter the agreement in their own name and use their own security information. Costumes cannot be rented under another person's name or credit card.

The Hirer’s credit card information will be recorded in our POS booking system, and the Hirer authorizes charges without prior notice for any incurred fees, including but not limited to overdue fees, administrative fees, non-return fees, replacement fees, and repair fees. Refer to the Late, Damages & Replacement Charges section for detailed costs.

For Hirers under 25 or residing outside the Mornington Peninsula, a Guarantor may be required to provide an additional credit card for security or a cash bond may be necessary at the discretion of Little Shop of Horrors Management.

Please note that we do not accept cash bonds alone for costume hires. Many of our costumes exceed a value of $1,000, and a cash bond would not suffice to cover potential damages or replacement costs.

Little Shop of Horrors Costumery has a no refund policy. We do not offer store credit.

Deposits & Payments are strictly non-refundable for any reason including but not limited to change of mind, party cancellations, illness, postage delays out of our control, early returns and/or in the event an item or hire remains unworn or unused.

Deposits & Payments may not be transferred between customers or paid to the balance of another costume for any reason.

1. Agreement to Terms:
By making a booking over the phone and utilizing manual credit card payment, institutes a binding contract, the customer acknowledges and agrees to adhere to our Terms & Conditions. This includes all policies, which notably encompass our no refund policy.

2. Recording of Calls:
All phone calls are recorded for security purposes. These recordings will be retained and serve as an acknowledgment and agreement of a verbal contract between the customer and Little Shop of Horrors.

3. No Refund Policy:
Due to the nature of our services and the custom items provided, we maintain a strict no refund policy. Customers are advised to ensure their selections are correct before completing their booking.

4. Liability Waiver:
Customers acknowledge that they have read and understood these Terms & Conditions and accept them in full.

1. Authorization of Payment:
For any bookings made by staff members using a business or owner's credit card, this constitutes a guarantee that the business owner or credit card holder has provided their full permission for the staff member to use the credit card on their behalf.

2. Agreement of Policies:
By allowing the use of their credit card, the business owner or credit card holder agrees to be bound by all policies set forth by Little Shop of Horrors, including but not limited to our no refund policy.

3. Liability:
The business owner agrees that they maintain ultimate responsibility for all charges incurred under their credit card and that the agreement is binding upon them.

Costumes must be returned by the specified due date. The full rental fee will be charged for each 3-day period, calculated daily. After 2 weeks, the costume will be considered non-returned or stolen. Please refer to the Non-Return of Costume costs for further details. If a costume is not returned and is scheduled for hire to another customer, the hirer is responsible for fully reimbursing the affected customer. Extended rentals will incur charges at the same rate as stated above.

Little Shop of Horrors Costumery understands that wear and tear is part of the costume hire business and it is at our discretion whether an item is deemed damaged or falls under wear and tear. Damages must be paid for, see fee schedule for approximate cost.

To avoid additional fees caused by damage, DO NOT:

• Use pins or make any alterations to costumes, wigs or accessories.
• Engage in rough play with weapons or accessories causing damage.
• Smoke while costumes are in your possession. Some items (especially masks) absorb and retain cigarette smoke odour. We have a zero tolerance towards cigarette odours due to our strict hygiene and quality procedures.
• Get makeup, special effects products or paint on costumes. We can provide advice on which products to use to avoid staining.
• Only wear costumes that are size appropriate. Broken zips, split seems and/or treading on pants and skirt/dress bottoms will incur repair fees.

Our costume collection does not consist of cheap, throwaway items. Our collection has been custom tailored, sourced from rare vintage pieces or are Collectors Edition Licensed Replicas. Replacement and repair charges reflect the cost and time involved in sourcing or tailoring the item(s) that have broken, lost or stolen and due to the high value of each of our costumes, repair and replacement costs do not come cheap. We do not like having to charge our customers when mistakes happen, but we must do so to keep our collection at the highest standard.

Charges, including Late fees, Admin Fees, Repair costs and Replacement costs will be charged to the hirers credit card as accrued and without notice, as per Rental Agreement.

The hirer is also liable for all costs incurred by us to refund any other customer which is affected by the lateness, damage or non return of their hire.

Little Shop of Horrors management will make every attempt to contact the hirer to avoid escalation, but if the hired costume has not returned by the due date on the Rental Agreement and the hirer has not contacted us to arrange return, or ghosts us, the costume will be deemed as stolen by the Hirer and reported to police as theft. Little Shop of Horrors will take all action necessary to recover property and all costs incurred due to theft of our property including police and legal action. The hirer will be liable for all costs involved including legal fees and debt collection fees.

Non return will result in late fees charged (see Late Fees), plus full replacement value plus administration costs, all of which will be charged to credit card with no further notice, as accrued. The hirer will also be liable for all costs incurred by us to refund any other customer reservations.

If hired costumes or part thereof are lost, stolen, not returned or damaged beyond fair wear and tear during the hire period, the hirer is liable for all costs to recover, repair or replace the costume, plus extended hire charges for the duration of the period which the costume is being recovered/repaired/replaced, plus admin fees.

APPROXIMATE DAMAGE & REPLACEMENT COSTS

LATE FEES: FULL HIRE PRICE PER 3 DAY PERIOD

REPAIR COST: <$1000.00.

INDIVIDUAL ITEM / FULL REPLACEMENT COST: <$2500.00
(Plus fastest shipping method so we receive item ASAP)

ADMIN FEE: 50% OF HIRE COST OR $50 PER HOUR
(Whichever is greater)

NON-RETURN HANGER: $10.00

Determining if damages require repair or full replacement is at the discretion of Little Shop of Horrors management.

All costume rentals must be returned in person by the due date. Return by mail is not accepted unless pre-authorized. If you wish to request return postage, please contact us to discuss further. Arrangements for return postage must be made prior to your visit; please be prepared for potential delays if you choose this option while in-store.

If authorized, return postage will be scheduled and paid for during the hiring process, which includes an administrative fee. We will provide the necessary packaging and return postage label. All returns will be sent via express post, insured for their full replacement value, and will require a signature upon delivery.

Please note that not all costumes are eligible for return via mail, and this service may not be available during peak periods. All requests for mail returns are subject to approval and are at the sole discretion of Little Shop of Horrors Management.

Due to the size, weight, and value of our costumes, express service with insurance and signature can be costly. The Hirer will be responsible for all associated expenses, including packaging, postage, and any applicable extended hire or administrative charges. Additional fees may also apply.

Historically, our costume rentals have been limited to customers who visit our store for fittings with our stylist; for certain costumes, this policy remains in effect. We require customers to provide size information and photographs when requested to ensure an accurate fit. Please understand that our procedures and requirements are in place for a reason, and we adhere to them strictly.

If you wish to request our return delivery service, please email us with your desired hire date and delivery suburb. We will respond with a quote and any additional information needed to proceed with your booking. Please note that not all costumes are available for hire using this method, and this service is not offered during peak periods. All hire requests are subject to approval and remain at our discretion.

Costumes will only be dispatched via an express delivery service that includes insurance and a signature upon receipt, reflecting the size, weight, and value of the costumes. As a result, this service may incur substantial costs, and additional fees or charges may apply. This service is available within Australia only.

• In addition to our standard Terms and Conditions, the following costs will apply:
• Hire price of costume
• Minimum 50% Administration / Extended Hire Fee (varies by costume and duration)
• 10% Laundry Fee
• Return Postage & Packaging Costs (Express with Insurance & Signature)

We appreciate your enthusiasm for hiring our costumes, as we equally value providing them. However, please recognize that our costumes represent a significant investment for our business, and we will strictly enforce this policy. While we will do our utmost to ensure timely delivery before your event, we cannot be held liable for delays caused by Australia Post. We reserve the right to refuse hire, specify delivery and care requirements, or request additional information at our discretion.

Customers are responsible for inspecting costumes before returning them and ensuring that no personal belongings are left inside. Little Shop of Horrors does not maintain a Lost Property box and is not liable for any personal items accidentally returned with costumes.

Little Shop of Horrors Costumery shall not be held liable for any injuries or damages that may arise from the hiring, use, or wearing of our costumes and products. Our costumes may contain materials such as latex, flammable substances, sharp edges, or components that may not be suitable for children.

It is the responsibility of the Hirer and any individuals using our products to assess the suitability and safety of the costume prior to use. By hiring our costumes, the Hirer acknowledges the inherent risks associated with costume wear and agrees to release Little Shop of Horrors Costumery from any liability related to such risks.

It's rather difficult to think on your toes every day coming up with 100 ideas from pirates to popstars as well as run every aspect of our big and busy store! Our consult service gives us time to organise some great options for you ahead of time, and ensures the costumes you are looking for are available for you to try on. And to be honest, we’ve had our fair share of time wasters, customers trying on 20 outfits "just for fun" and doing a runner leaving a pile of our beloved garments piled on the floor..

This is the best way to run our business going forward with just the two of us running every aspect of our large and busy store, with a focus on servicing our customers to the best of our ability is by appointment. Introducing our consult service has been a welcome change to help us be more efficient with our time and to help our customers find their perfect costume, first time. And of course in a busy store like ours, having a day of appointments spaced apart pleasantly avoids the dreaded bottle neck and waiting times to access our fitting rooms that often occurs.

Your first appointment runs for 30 minutes allowing plenty of time to explore the collection with our stylist to assist you in making your selections and trying them on. There is a $30 consultation fee payable at the time of booking that can be used in store towards your costume hire. Which means your private styling appointment is essentially.. Free.

Each consultation allows for 3 costumes per person, in a 30 minute time frame. Feel free to arrive a little earlier if you wish to have a look through our wardrobes as to not eat into your appointment time, and keep in mind that if you do not succeed on your first visit, we will send you home with a list of characters to research and welcome you back for a second go.

PLEASE NOTE If following your consultation and costume reservation, you decide to change your mind and start again, you will be required to book and pay for a second consultation which will not be redeemable on your costume. Our time and service is valuable and we deserve to be remunerated.

Short answer, no.
Long answer, we give each and every customer the best service we can provide and do our utmost to find the perfect costume for you during your appointment. Our time, planning, experience, & customer service are valuable, consultation payments are not transferable. Refunds are not available. For appointment cancellations with less than 48 hours notice, your deposit is void. For cancellations with more than 48 hours notice, your deposit will be applied as a credit on your account to be used to rebook for aother time <3 months.

A non-refundable deposit ranging from 50% to 100% of the total order value is required to secure your custom order with Little Shop of Horrors Costumery. All deposits and payments made for custom orders are strictly non-refundable.

Custom orders will be completed within the timeframes specified on the product pages, as different products are sourced from various suppliers, some of which are custom made. These timeframes typically range from 2 days to 6 weeks; please refer to the product details for specific information.

In most cases, once a custom order has been placed with our stockists, no changes can be made. By placing a custom order, you acknowledge and accept these terms.

This policy outlines the procedures for collecting orders placed over the phone and processed with a credit card, ensuring the security of our customers and protecting against credit card fraud. To maintain a secure transaction process and safeguard our customers against credit card fraud, all customers collecting orders made over the phone using a credit card must adhere to the following requirements.

Requirements for Collecting Orders:

Order Confirmation:

Customers must provide an order confirmation number at the time of collection. This number will be provided to the customer at the time of order placement.

Identification Verification:

Valid identification is required for order collection. Customers must present:

1. A valid driver’s license or government-issued ID.
2. The credit card used to place the order.

Signature Requirement:

1. Customers must sign a receipt to confirm the collection of their order. This signature will serve as proof of collection and acknowledgement of receipt.

Fraud Prevention:

1. If the presented identification or credit card does not match the information provided during the order placement, the order will not be released until verification is completed.
2. In cases of suspected fraud, the transaction will be reported to the authorities, and the order will not be fulfilled.

By following these procedures, we enhance the security of our transactions and provide peace of mind for both our customers and our business.

At our small business, customer satisfaction is our top priority. Whether your product is in-store or sourced from our supplier, rest assured that we handle each order with the utmost care. Orders are typically processed and packed within 1-5 business days, as indicated on the product page. Please note that during peak periods, like Halloween, processing times may vary. Special item orders, such as Custom Styled Lace Front Wigs, may require up to 6 weeks for delivery.

Once your order is packed, you will receive a tracking number for shipment visibility. We primarily use Australia Post and StarTrack for deliveries, but may use alternative couriers as needed to ensure timely and secure delivery of your order. For any queries or concerns regarding the handling and delivery of your order, please reach out to our customer service team for assistance. Returns and Refunds Policy can be found at the top of this page.

Your privacy is of utmost importance to us. Little Shop of Horrors Costumery collects personal information from you, including but not limited to, your full name, address, driver's license details, credit card information, and email address. By providing this information, you consent to our use of your personal data for the following purposes:

1. To facilitate the rental of costumes to you.
2. To prevent theft of our costumes.
3. To recover costs incurred for the repair or replacement of our costumes.
4. To maintain a client relationship with you.

We assure you that we will never share your personal information with any third parties, individuals, or businesses without your explicit consent.

Additionally, the Hirer agrees that any photographs or images taken during your rental experience may be used by Little Shop of Horrors Costumery on our website, social media platforms, and in print materials.

To secure your appointment for makeup or wig services at Little Shop of Horrors Costumery, a non-refundable deposit of 50% of the total service cost is required at the time of booking. This deposit guarantees your appointment and allows us to allocate the necessary resources and time to provide you with exceptional service.

Please be aware of the following terms regarding your appointment:

• Cancellation Policy: If you need to cancel your appointment, we kindly request that you notify us at least 48 hours in
  advance. Cancellations made less than 48 hours prior to the scheduled appointment, as well as any no-show occurrences, will result in the loss of your deposit; no part of the deposit will be refunded.
  
  
• Rescheduling: If you wish to reschedule your appointment, please contact us at least 48 hours in advance. We will make every effort to accommodate your new appointment time; however, any deposits paid will remain non-refundable and will apply to the rescheduled appointment.
  
  
• Payment Balance: The remaining balance for
  your service will be due at the time of your appointment and can be paid via cash or approved digital payment methods.

By booking your appointment, you acknowledge and agree to these terms. We look forward to providing you with a memorable experience!

It is the responsibility of the client to inform the makeup artist at Little Shop of Horrors Costumery of any known allergies, sensitivities, or medical conditions prior to the appointment. This includes, but is not limited to, sensitivities to specific ingredients, latex, or any other substances that may be used during the application process.

By proceeding with the appointment, the client acknowledges and accepts that they have provided accurate and complete information regarding their allergies and sensitivities. The client agrees to waive any and all claims against Little Shop of Horrors Costumery, its employees, and agents for any adverse reactions or consequences that may arise from the use of products during the application, even if the client has previously disclosed such allergies or sensitivities.

We emphasize the importance of transparent communication to ensure a safe and enjoyable experience. If you have any questions or concerns regarding our products or procedures, please feel free to discuss them with your makeup artist before the application begins.

1. Booking and Payment
   All bookings for our in-store character experiences require a non-refundable payment in full at the time of booking.
   
   
2. Rescheduling Policy
   While we understand that circumstances may arise, please note that any customer wishing to reschedule their appointment will incur a 50% rebooking/cancellation fee. This fee is necessary to compensate for our entertainer's prior commitment and ensure that Little Shop of Horrors does not incur a loss.
   
   
3. Impact on Availability
   When you secure a booking, that specific time slot is reserved for you, preventing other customers from making an appointment. Therefore, last-minute cancellations or rescheduling can adversely affect other customers seeking appointments, as well as our staffing and booking processes.
   
   
4. Understanding and Acknowledgment
   By booking an appointment, you acknowledge and agree to these terms and conditions, ensuring a smooth experience for both customers and our entertainers.

1. Acknowledgment of Risk
By booking an appointment for yourself or your child for our character experiences, you acknowledge and accept that participation carries inherent risks, including but not limited to injuries during interactions, property damage, and skin irritations resulting from household or kitchen ingredients, as well as face paint, glitter, and other cosmetics used during the experience.

2. Parental Consent
Parents and guardians booking for their children confirm that they have read and understood this waiver on behalf of their child. By proceeding with the booking, they agree to the terms stated herein.

3. Waiver of Liability
You hereby release, waive, and discharge Little Shop of Horrors, its owners, employees, affiliated parties, and entertainers from any claims, liabilities, losses, or damages arising out of or in connection with any injuries, skin irritations, or property damage incurred during participation in activities associated with our character experiences.

4. Consent for Photography
You give consent for Little Shop of Horrors to photograph or record your participation in character experiences, which may be used for promotional purposes. If you do not wish to be photographed, please inform us prior to your experience.

5. Indemnification
You agree to indemnify and hold harmless Little Shop of Horrors from any and all claims, losses, damages, or expenses (including legal fees) arising out of any claims made by you or any other party relating to your participation in our character experiences.

6. Acceptance of Terms
By confirming your booking, you acknowledge that you have read, understood, and agree to abide by these terms and conditions.

We are beyond grateful to all the beautiful customers who have supported us over the years that COVID19 affected our business, you’ve literally been the reason we’ve managed to survive this far and have been able to keep our doors open. Please note the time for redeeming credits created during lockdowns has now expired.