Mad Alice - Hire

Return and Replacement Policy

Our Guarantee

We take pride in offering quality costumes and accessories at fair prices. All our products come from reputable suppliers across Australia and overseas, ensuring high standards.

We understand that buying costumes online can be challenging, especially with sizing and style variations. Our friendly team is happy to assist with any sizing or fit-related questions before you place your order. Feel free to contact us via text, phone, or email.

If your purchase isn’t quite as expected, or you have changed your mind, please review the following conditions and steps for returns or exchanges.

Important Information for International Orders

🚨 We do not accept returns or exchanges for international orders.
🚨 Customers are responsible for any customs duties or import taxes in their country.

For international customers, please check size charts and descriptions carefully before purchasing. If you have any concerns, reach out to us for assistance before placing an order.

General Return Policy (Australia Only)

• If you wish to return an item, please contact us within 7 days of receiving your order on 07 3870 5881 or chris@crackerjackcostume.com.au.
• Returns must be sent back within 14 days of receipt/delivery for a refund or exchange (see exclusions below).
• Items must be unused, unwashed, and in original packaging with tags attached.
• Proof of purchase (receipt or order confirmation) is required for all returns.
• Shipping fees are non-refundable, unless the item is deemed faulty.

📍 Prefer to return in person? You’re welcome to visit our Brisbane store to discuss your return directly with our team.

📦 If returning by post, send tracking details to: chris@crackerjackcostume.com.au.

📌 Return Address:
Cracker Jack Costumes
Attn: Chris Raeburn
179 Moggill Road, Taringa, Brisbane, QLD, 4068 AUSTRALIA
Phone: 07 3870 5881

🛑 No Returns Accepted for:

• Items damaged when trying on (e.g., makeup stains).
• Items that have been altered, used, or worn.
• Clearance & sale items.
• Products from the exclusion list below.

Returns Exclusion List (Hygiene & Safety Reasons)

For health and safety reasons, we cannot accept returns on the following unless unopened, in sealed packaging, and unused:

🚫 Wigs & Facial Hair
🚫 Contact Lenses
🚫 Hosiery, Underwear & Bodysuits
🚫 Inflatable Items
🚫 Pierced Earrings
🚫 Makeup & False Eyelashes
🚫 Masks & Prosthetics
🚫 Fangs, Novelty Teeth & Tattoos

Incorrect or Faulty Item

All orders are carefully checked before dispatch, but if you receive the wrong item or a faulty product, please contact us immediately.

• Faulty items: We will assess the issue and provide a replacement or refund where applicable.
• Incorrect items: If you receive the wrong item and it has not been worn or opened, we will arrange an exchange.

Incorrect Size Ordered

Ordered the wrong size? No problem!

• Contact us ASAP to check if the correct size is available.
• The fastest way to exchange is to place a new order for the correct size and return the original for a refund.

Hire Costumes – Cancellation & Damage Policy

• Cancellations: A $20 cancellation fee applies to all hire bookings. Once collected from our store, all hire fees cannot be refunded.
• Cleaning & Damages: All hire costumes are professionally cleaned upon return. If a costume is missing accessories, heavily soiled, or damaged, additional cleaning/repair/replacement costs may apply, which could exceed the bond amount.

Refund Processing Time

• Refunds will be issued to the original payment method once we receive and inspect the returned item.
• Most refunds are processed within 1-2 business days after approval, but it may take up to 7 business days to appear, depending on your bank.
• If you have any concerns about a refund please contact us.

If you have any questions, contact us at +61 7 3870 5881 during business hours, email chris@crackerjackcostume.com.au, or send us a text message using the text feature on our website.