FAQs - Orders

We can always cancel an order until it's not shipped out. Please drop us an email at info@thecostumeland.com immediately to cancel your order because once your order is placed, it is immediately sent to our warehouse to be shipped out. 

If your order has not left our warehouse, we will locate your order and void it. However, once the order has left our warehouse and handed over to the shipping carrier e.g. UPS, USPS etc., we will not be able to cancel it and customer will have to pay for return shipping charges if the customer wishes to return such order.

Please note - Due to high volume of orders and time sensitivity during Halloween season, orders are processed quickly. We are unable to cancel the orders once placed because of very busy season. Please make sure that you select correct shipping while placing an order. 

If the order has not left our warehouse, there will be no charge to cancel your order. However, once the order has left our warehouse, customers will be liable for the return shipping and restocking fees may apply depending on the items ordered.

We may ship items in separate parcels. Please check your email to see if items were mailed separately. If such is not the case, please contact our customer relations manager immediately and inform regarding missing or defective items. You can use Live Chat available on our website, call us at +1-559-300-7636, or email us at info@thecostumeland.com and we will resolve your concern as quickly as possible.

If your payment has been declined, then you will need to place your order again. We are not able to reinstate an order once the payment has been declined.

When you create your order again, please make sure you are entering correct billing information. Most common reasons for card declination include incorrect zip code, street name, or name on the card.

If you are still having trouble placing an order, please contact us via Live Chat available on our website, email us at info@thecostumeland.com, or call us at +1-559-300-7636.

Once you place an order, a confirmation email with an Order No. will be sent to the email address provided in the order. Order No. can be obtained from the confirmation email. In case you are unable to locate the Order No., feel free to contact us at the Live Chat available on the website or call us at +1-559-300-7636.

We want to sort out any issues with incorrect items straightaway. Please contact our Customer Care team with the order number and the incorrect item's name and number. We'll get back to you within 4 hours and send you a replacement item as quickly as we can.

In most cases, any customs or import duties are charged once the parcel reaches its destination country. Please refer to your country's tariffs and customs chart to determine how much custom or import duty will be charged. The shipping charges do not include custom or import duties. Customer is responsible for paying any such charges.

We never want to send you something that doesn't fit properly so we have size guides available on all our product pages. Just click on the 'Size Guide' button on each product page or check out our women's and men's size guides for measurements, fitting tips, washing tips - everything to make sure it fits perfectly and stays looking great. CARE GUIDE Do Always read the care label and washing instructions before washing your clothes. Arrange your laundry into groups with similar wash care instructions and organise into whites, darks and colours. The care label washing temperature is the highest permitted temperature. But if you are unsure, always wash at a lower temperature rather than higher. Rinse swimwear immediately after use and do not wring. Turn garment inside out before washing. Don't Avoid using too much detergent. Do not use fabric detergents which contain bleach. Do not tumble dry garment unless indicated on the care label. Do not iron prints, trims or embellishments. Do not leave garments with white and contrast coloured panels soaking for prolonged periods. Garments with metal trims should not be left to soak. Footwear We recommend treating suede & nubuck with an appropriate protector before wear. A suede brush will help to keep the nap raised & the suede looking new. If your shoes get wet, stuff them with newspaper and dry naturally, away from a direct heat source. This will prevent the outer materials drying out and cracking. Unless otherwise stated, trainers and canvas shoes should not go in the washing machine. If they get dirty, let them dry and remove the excess dirt with a clean bush or cloth. For heeled products, check top pieces (heel tips) regularly & when they start to wear down take them to a good shoe repair shop and have them replaced to avoid slipping or causing further damage to your shoes. When purchasing leather products from ASOS please remember that it is a natural product & some variations between pairs in terms of colour and finishes may occur.