Welcome to Snazaroo Sales, where your imagination comes to life! We want you to be utterly delighted with your magical purchase. However, we understand that sometimes an item might not be perfect. Our Returns & Exchanges policy is designed to be as friendly and straightforward as our costumes are fun.

Our Returns & Exchanges Promise

We happily accept returns and exchanges for most items within 15 days of you receiving your order. To be eligible, the item must be unused, in its original packaging, and in the same condition as when you received it. You’ll also need the receipt or proof of purchase.

Please Note: For hygiene and safety reasons, we cannot accept returns or exchanges on Face Paints & Makeup products once the seal has been broken or the product has been used. This is to ensure the health and safety of all our customers.

How to Initiate a Return or Exchange

Follow these simple steps to start your return or exchange:

  1. Contact Us: Within 15 days of receipt, please email our friendly support team at [email protected] with your order number and details about the product you would like to return or exchange. You can use the template below to make it easy!
  2. Wait for Instructions: We will reply promptly with a Returns Authorisation number and instructions on where to send your package. Please do not send anything back without this number.
  3. Pack and Ship: Securely pack the item(s) in their original packaging, include your Returns Authorisation number inside the package, and ship it to the address we provide. Please note that return shipping costs are the responsibility of the customer, unless the item is faulty or we made an error.
  4. Processing: Once we receive and inspect your return, we will send you an email to notify you. We will then process your refund or exchange within 3-5 business days.

Return Shipping Address

Please ship your return to the following address, but only after you have received your Returns Authorisation number from us:

Snazaroo Sales Returns
12 Stoney Ln
Winchester, GB CH8N 8XW

Refund Timelines and Methods

We know you’ll want your refund quickly. Here’s what to expect:

  • Timeline: Refunds are processed within 3-5 business days after we receive and approve your return. The time it takes for the refund to appear in your account will then depend on your original payment method’s policy.
  • Method: Your refund will be issued to the original payment method used at the time of purchase (e.g., Visa, MasterCard, JCB, or PayPal). Please allow up to 10 business days for the refund to be fully processed by your bank or payment provider.

Please note that shipping costs are non-refundable. If you selected free shipping by meeting the order threshold, the value of the standard shipping fee (£12.95) may be deducted from your refund.

Exchanges

Need a different size or colour? The fastest way to ensure you get what you want is to return the original item for a refund and then place a new order for the item you desire.

Damaged or Faulty Items

If your item arrives damaged, defective, or if we sent the wrong item, please contact us immediately at [email protected]. We will cover the cost of return shipping and swiftly send you a replacement or issue a full refund.

Returns & Exchanges Request Template

Copy and paste the text below into an email to [email protected] to get started!

Subject: Returns & Exchanges Request – Order #[Your Order Number] Hello Snazaroo Sales Team, I would like to request a return/exchange for an item from my recent order. Order Number: [Your Order Number] Product Name: [Name of the product, e.g., “Pirate Couples Costume”] Reason for Return/Exchange: [e.g., “Incorrect size,” “Changed my mind,” “Item faulty”] Please advise on the next steps and provide the Returns Authorisation number. Thank you for your help! Best regards, [Your Full Name] [Your Email Address]

Questions?

Our team is here to make your experience magical. If you have any questions about returning an item, just give us a shout at [email protected].

Thank you for shopping with Snazaroo Sales – where your imagination comes to life!