Here's How To Request a Return Merchandise Authorization (RMA) Number Returns are accepted only if accompanied by a Return Merchandise Authorization (RMA) issued by us. It is important to follow these instructions to obtain an RMA number. Once we receive your return item, we will issue a refund in accordance with our Return policy. If you are returning an item because of a size issue, please make sure you check the costume itself and not rely on the label on the outside packaging. It is not unusual for a manufacturer to use the same labeling/packaging for all size costumes. In addition, it is possible that the size of the costume is correct while the package labeling is incorrect. Costume styles can change without notice due to a change in the manufacturer's production. These changes, no matter how slight, are beyond our control. We apologize for any inconvenience. As part of our hassle free Return policy (see details/limitations) you can return an item that doesn’t meet your full satisfaction. Note: If you received the wrong or damaged item click here for instructions.
All returns and exchanges must be requested within 48 hours of receiving your order. The 48 hours eligibility to request a return begins on the day and the hour that our shipping carrier indicates the merchandise was delivered to you. We ship all orders with tracking numbers and will go by what the shipping carrier indicates as the delivery date and time to you.
When you have an account with us:
- Log in to your account on our website. You can do so by clicking here.
- Select View Completed Orders option.
- Choose the order number that applies to the item you wish to return and click on Return Item(s).
- In the next screen you need to select the products you want to return.
- Next, choose the quantity (if applicable) you wish to return from the "Qty. to Return" drop down box.
- Select a reason from the drop down box as to why you are returning this item.
- Select if you want the item to be exchanged, replaced or returned for a store credit.
- The Return Action and Comments are optional fields.
- Review the information you have selected and assuming it is correct, click on the "Submit Return Request" button.
- You will be presented with a page that confirms receipt of your RMA request.
When you don't have an account with us: Send an email to returns @ masqueradeexpress.com with Return Request in the email subject line. You must provide the following:
- Your full name
- Your address
- Your email address
- Your order number (You can find your order number on the email receipt you received after you made the purchase)
- The item(s) you want to return and quantity
- Your reason for returning
- You can also add any additional comments you may have
The next steps are the same for all return requests:
- Once we have reviewed your request (typically within one business day or less of when you submit your request), you will receive an email with the RMA number and return address instructions.
- Print out two copies of the Return Confirmation email (with the RMA number on it). One copy is for your records and one copy is to be included with the item you are returning. IMPORTANT NOTE: It is important to keep this email as it contains all of the information you need to complete your return.
- For information on what to do if you've lost or misplaced your RMA information click here. Our return shipping address will be listed on the confirmation page along with return shipping information. You must use only this address.
- The items you are returning must be received by us within 14 days of the shipping date. NO EXCEPTIONS.
- Items must be returned via a traceable method with delivery confirmation. We suggest using UPS or Federal Express. If you return the item without a means to track the delivery, and we don't receive the item package, we will not be responsible for refunding the order if we cannot verify receipt of the item.
- The RMA number we issue is good for a maximum of 14 days. It must be written clearly on the outside of the shipping box and inside the package with your return item(s).
Returns are typically processed within a week of when we receive the item from you. During the pick holidays season however (September-February), this process can take three to four weeks. We ONLY refund the price of the merchandise (exclusive of shipping and handling) unless we shipped the wrong item to you (if this is the case, click here for details of the process.). Before sending the item back to us, make sure you have reviewed our Product Eligibility Criteria to make sure the item you are returning can be returned. Sorry, we do not provide Return Shipping Labels at this time. If you have questions about this process, please contact our Customer Loyalty Team.