Refund policy
We want you to be happy with your costume. This policy covers both your rights if something’s wrong with your order, and our approach to change-of-mind returns and size exchanges.
Faulty, Damaged, or Incorrect Items
If your item arrives faulty, damaged, or isn’t what you ordered, you’re covered under the New Zealand Consumer Guarantees Act. Nothing in this policy limits those rights.
- Email us at hideout@nemesiscostumes.co.nz within 7 days of delivery, with photos of the issue and your order number.
- We’ll arrange a replacement or full refund to your original payment method at no cost to you. We’ll ask you to post the item back to us. We’ll cover the return shipping cost and confirm the address once we hear from you.
Size Exchanges
If a costume doesn’t fit, we’re happy to help you swap it for a different size, within 30 days of delivery.
- Email hideout@nemesiscostumes.co.nz first with your order number and the size you need. Please don’t send anything back before we’ve confirmed it.
- Because we ship directly from our suppliers, the quickest way to get your new size is to place a new order for it on our website. Standard shipping applies to the new order.
- Post the original item back to us. It must be unworn, unused, with tags attached and in its original packaging. We’ll give you the return address once your exchange is approved.
- Once we’ve received and checked the original item, we’ll refund its price to your original payment method.
- Size exchanges are subject to the new size being available from our supplier.
Change of Mind
We accept other change-of-mind returns within 30 days of delivery, on the following conditions:
- Email hideout@nemesiscostumes.co.nz first to request a return. Please don’t send anything back before we’ve confirmed it. We don’t hold a public warehouse or return address, so we’ll give you the correct return address once your return is approved.
- The item must be unworn, unused, with tags attached, and in its original packaging.
- Return shipping is your responsibility.
- Once we’ve received and checked the item, we’ll issue store credit (not a cash refund) for the item’s value, within 2 business days.
Not eligible for change-of-mind returns or exchanges: wigs, masks, makeup/face paint and other items worn against the skin (for hygiene reasons), and any items marked as sale or clearance.
Questions
Contact us any time at hideout@nemesiscostumes.co.nz.