Return Policy Requirements and Limitations
We appreciate having you as our customer and your absolute satisfaction is our goal. If you are not happy with your purchase then you are welcome to return or exchange the item(s) within 14 (fourteen) days from a delivery date. The 14 days eligibility to request a return begins on the day that your order was delivered to you.
There is no need to make a telephone call to initiate a return or exchange. All requests for a return or exchange must be made online using step by step procedure for obtaining Return Merchandise Authorization (RMA) number.
Please read this section carefully to make sure you understand what our refund and return policy is. If you don't understand this policy, we urge you not to proceed with your purchase and instead, contact our Customer Service to get your questions answered.
- The item(s) must be received at our Return Center within 14 (fourteen) days from the delivery day. SORRY, NO EXCEPTIONS.
- All returns and exchanges must be requested within 48 hours of receiving your order.
- The item(s) being returned must be accompanied by a valid Return Merchandise Authorization (RMA) number obtained from our Return Department. To obtain an RMA number, Login to your account or when you made a purchase as a Guest, contact our Customer Service.
- RMA numbers are valid for 10 (ten) days from the date of issue. If the items are not returned within 10 (ten) days the RMA number will be canceled. Items returned without a valid RMA number will be rejected by us.
- Items received after the 14 (fourteen) days period or in a condition that is not compliant with our return policy will be shipped back at your expense or discarded/donated depending upon the condition.
- Item(s) should be returned to us via a traceable shipping method (e.g. shipped via UPS, FedEx, USPS Priority) with delivery confirmation and all shipping costs pre-paid by you.
- Item(s) being returned are subject to the Product Eligibility Criteria as stated below.
Warning! When someone purchases a clothing item or shoes, wears it out once or twice and then returns it to the store is called wardrobing. Wardrobing is considered as a form of shoplifting. It’s an illegal process, and it’s also known as return fraud. We may, at our sole discretion, report cases of fraudulent returns to law enforcement authorities.
Halloween Return Policy
Qualified items purchased between September 1 and September 30 must be postmarked within 14 (fourteen) days of the delivery date. Qualified merchandise can be returned for Store Credit Only. The items must be in their original unworn condition with its original packaging and tags attached. All returns must meet all our Return Policy requirements and limitations stated above.
Please note that we will not accept any returns or exchanges on merchandise purchased between October 1 and October 31. These will be final sale items.
Product Eligibility Criteria
We're sure you expect the items you buy from us to be in new and unworn condition. All returned items are closely examined and tested: we never put previously worn items back into our inventory. If we believe an item has been worn, we cannot accept it as a return. We are committed to selling only brand-new items at our site. To provide you the peace of mind and to protect you health, we reserve the right to refuse returns on items that may not meet hygiene and health regulations.
The following items are NEVER returnable:
- Special Ordered Items.
- Orders for personalized items, orders containing over 10 pieces of the same item.
- Close-out or clearance sale items which appear in our "Clearance Section" and/or are marked as a SALE item.
- Any item that specifically states it cannot be returned in the product description on a product information page.
- Gift Cards.
- Undergarments and lingerie.
- Corsets (including corset costumes and corset dresses).
- Socks, hosiery, stockings, pantyhose, body stockings and leggings.
- Eyelashes, eyelash accessories, nail polish, adhesive items, and any body jewelry.
- Wigs and any other artificial hair, wig accessories.
- Accessories (including props, hats and jewelry).
- Contact lenses, cosmetics, make-up, body creams and gels.
- Partial Party or Costume Kits - all kits must be returned complete, including all components originally specified within each kit. Kit components cannot be returned individually
- Any item that has been worn, used or altered.
- Shoe covers and boot tops.
- Costume shoes designed for indoor use only or one time wear.
- All bags
Costumes, footwear, and all other items not specifically listed above are eligible to be returned provided they are in new condition, are not missing any items/pieces, are returned with the original manufacturer's tags attached, manufacturer’s packaging intact (undamaged and properly resealed). You should not write on, or attach any labels, to the manufacturer’s packaging.
We will not accept any items that smell of perfume, sweat, smoke, are stained, worn, damaged or laundered. Please keep all tags on when trying the purchased items and do not remove any tags and underwear if it is attached, such items and items with sanitary protection removed will be considered as worn and we will not accept them.
Dresses & Gowns Returns
We will accept returns on new un-touched non-altered dresses with all original tags attached and packaging intact. We have the right to refuse any item we feel does not meet these requirements. Please note that you can only return an item once.
We will not accept any items that smell of perfume, sweat, smoke, are stained, worn, used, soiled, altered, laundered, have tears, pets' fur, stains, lipstick smears or makeup marks.
We do not accept returns on special ordered dresses, made-to-measure and made-to-order dresses or custom made gowns. Dresses that are made from delicate fabrics (natural silk, sequins, tulle, etc. ), and dresses with fragile beading, intricate embroidery, rhinestones embellishments, and sequined appliques cannot be returned or exchanged – these dresses will be considered a final sale. We will not accept returns on dresses that have missing accessories, like a shawl, a belt or straps. Any dress that specifically states it cannot be returned in its product description is also not returnable.
Notice: We inspect every dress as part of our QA process, so we know where the tags and labels were attached. Please keep all tags on when trying the dress and do not remove any tags. DO NOT attempt to remove and reattach tags and labels! We will not accept any item with original tags and labels removed or reattached.
Our dresses are made for special events. A stated event wear date is required for all dresses purchases. Under no circumstances will return or exchange be accepted past stated by you a wear date. If you choose not to indicate your wear date, the return policy is no longer applicable to your order, and it will be considered the final sale.
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.
For your refund, you can choose:
- Money-back option: 25% re-stocking fee applied from the price you paid for the item
- Store Credit: 15% re-stocking fee applied from the price you paid for the item
Also, in both cases, shipping, handling & insurance fees are not refundable, and you will pay for a return shipping. Any promotional items included with you order are not returnable, and you will be charged a full price of that item. This amount will be deducted from the refund.
ALL SALE AND CLEARANCE ITEMS AND SALES USING PROMO CODES ARE CONSIDERED FINAL SALE! NO EXCEPTIONS.
Cinderella Divine, Inna's Design dresses and all special orders (including made-to-measure, made-to-order, or custom made dresses) are considered FINAL SALE.
ALL INTERNATIONAL ORDERS ARE FINAL SALE. NO RETURNS, NO REFUNDS, NO EXCHANGES on any international orders.
INTERNATIONAL CUSTOMERS ARE RESPONSIBLE FOR ALL SHIPPING CHARGES INCLUDING TAXES AND DUTIES.
All merchandise must be returned in perfect brand new condition. Merchandise that is not returned in the condition it was sent to you is considered as not returnable and no refund will be issued. All returned packages must have a return authorization number clearly printed on them next to the shipping label. You should not write on, or attach any labels, to the manufacturer’s packaging.
We shall make the sole determination as to whether or not an item qualifies under the terms of our return and refund policy. We have the right to refuse a return if the return instructions are not followed. If we deem a dress has been worn or does not meet our return eligibility requirements, the return will not be accepted, and our return policy no longer applies to that order. No refund will be issued until the return item has been inspected. NO EXCEPTIONS. We also reserve the right to refuse service to anyone who, in our opinion, makes excessive returns and exchanges.
When you use our pre-paid USPS shipping label for your return, the return shipping fee of $9.99 will be deducted from the value of your returned item(s) when we process your refund. Please note that if your item was shipped to you under a free shipping promo and you return it, you will have a $ 15.99 deduction on your refund or a store credit for the shipping and handling fee to ship the item to you.
If you choose to exchange your item, 15% re-stocking fee applies, and it will be deducted from the amount of your refund for the original item. All exchanges are final sale. All items purchased using store credit are final sale.
Manufacturers have provided to us size charts that are available online for your convenience in figuring out the best size for you. Theses size charts are located on products pages. Sizes for the most evening dresses are different from sizes of your everyday garments. You may require some alteration to make a dress fit perfectly.
Please note that we have no control over and accept no responsibility for the size you select. Measure before ordering. Refer to our size charts for the dress you are interested in to make sure you are choosing the best size for your measurements.
In the case of a measurement error in comparison to a manufacturer size chart, we require pictures showing the measurements which are wrong (holding a measurement tape, showing the measurements).
Remember: The best thing to do is go up a size if you are not sure. It is always easier to alter a size in than to let it out. Please contact our customer service for assistance in case you cannot find a size chart or you need help with measurements stated in a size chart.
If the boots or shoes you purchased do not fit, they can be returned or exchanged if they are unworn and in the original packaging within 14 (fourteen) days from the shipment date and is subject to a restocking fee. All shoes must be unmarked (without scuffs), unworn and in new condition. We recommend trying your shoes on in a carpeted area to avoid making them ineligible for a return.
Shoes must be in original box and box may not be used as the shipping box. Please note: DO NOT apply tape or labels directly to the shoe boxes, wrap in a shipping paper or in a shipping carton.
Gift Cards are not returnable and cannot be redeemed or exchanged for cash or check (unless required by law) or used as a credit.
Every piece of merchandise that shipped to you is closely inspected. All items we sell are brand new. If you feel your merchandise is “damaged” or defective in any way, then we must receive your request to return it within 48 hours from when you received it (as recorded by the shipping carrier). After 48 hours, we will not accept your claim. Please be sure to follow guidelines for the return of defective items before returning the items so that the proper procedures and instructions are followed.
In the case of a defect, you are required to take and upload a picture of yourself wearing the dress displaying the error and email this information to returns @ masqueradeexpress.com. When you are not able to put a dress on because of a defect, you are required to take a picture of the defected part of the dress.
If we find that the merchandise is defective or damaged, then we'll repair or replace it as deemed necessary by us. If we find that the merchandise is not defective in any way or has been misused, then you will have the option to pay for the shipping and get the item shipped back to you or we'll donate the item to a charity or discard it.
Note: If you receive an item that is damaged or defective in any way please be sure to follow guidelines for return of defective items prior to returning the items so that the proper procedures and instructions are followed. You must contact us within 48 hours of receiving your order if an item is defective. After 48 hours we will not accept your claim.
Shipping damages must be noted at the time of delivery with the carrier.
If any of the free promotional items are not returned with the order, we will implement the $10.00 charge.
MasqueradeExpress.com shall make the sole determination as to whether or not an item qualifies under the terms of this policy. In some cases we may assess a restocking fee for returned items (see details bellow). We also reserve the right to refuse service to anyone who, in our opinion, makes excessive returns and exchanges.
If an item is returned and falls outside the above criteria, we reserve the right to reject the return completely. Orders that are refused for delivery will be subject to a handling and restocking charge. We will not refund shipping or handling charges either direction. You are responsible for all return shipping costs. The only exception is in a situation where we made an error in fulfillment by shipping the wrong item. Should items be damaged in transit during its return to us it is your responsibility (and not our) to take this matter up with the carriers selected by you. We strongly recommend that you insure your return package, as we cannot be held responsible for lost packages.
Once we receive the package, your items will go through an inspection. When your return is approved, refunds are issued for the price of the merchandise ONLY and ONLY in the original form of payment (credit card account number or PayPal account) used to make the original purchase. Refunds are issued within 30 (thirty) days of receipt of the original returned merchandise. Refund is issued ONLY after ascertaining that the returned item is in brand new condition, in its original packaging and is salable.
If a refund is denied based on the above criteria, we will NOT automatically call and/or return the item to you. Items that are denied a refund are only returned to you if you authorizes us to charge your credit card for applicable return shipping fees. Otherwise, items that are not claimed within 30 (thirty) days will be discarded or donated depending upon the condition.
If you have any questions as to what our refund and return policy means and how it applies to your purchase, we urge you to contact our Customer Service before making your purchase.
During our busy season of September - February it can take 4-6 weeks to process a return. If you are returning an item during this time period, please do not expect your refund to be issued instantly once we receive it. Each item has to be carefully examined to make sure it meets the above criteria. Your account will be updated with the refund information once we have processed your return and issued the credit.
Handling charge & Restocking Fees for Costumes and Footwear
Restocking fees for costumes and footwear are calculated based on 15% of the full amount of the merchandise. Tax and shipping & handling fees are not included. You will be charged $25.00 or restocking fee (whichever is greater) when:
- You return a costume.
- Your package was refused or undeliverable.
- Your order was placed with a Free Shipping promotion.
- You return shoes, boots or other footwear items.
We don't accept returns and we don't provide exchanges on items in any orders shipped outside of USA. All international orders are final sale.