Returns policy

Got a Faulty or Damaged Item? Don’t Worry, We’ve Got You Covered! 

We know that sometimes things don’t go as planned, but don’t panic—we’re here to help! If your item is faulty or damaged, we'll either exchange it or refund you, as per QLD Consumer Law. Here’s how to get things sorted:

For Faulty or Damaged Items:

1. Let us know fast! 
   If your item is damaged or faulty, contact us within 48 hours of delivery at info@bigpartyoz.com. The sooner we know, the quicker we can fix things!

2. We’ll Make It Right! 
   If we can’t get you a replacement in time for your event  we’ll happily issue a refund. We’re here to make sure your party goes off without a hitch!

3. Show Us the Proof 
   If you’ve got pictures of the faulty item, send them our way! It’ll help us sort things out faster, and we’ll take care of everything from there.

4. Returning the Item? 
   If a return is needed, we’ll arrange a pre-paid return label for you. Once we get the item back, we’ll inspect it and get your refund or replacement sorted. Shipping costs for returns are on you, but we’ll make the process as smooth as possible!

It Doesn’t Fit? Size Issues? Changed Your Mind? Event Cancelled?

Costumes don’t always fit like regular clothes—and we get that! Here’s what you need to know if the size doesn’t work out, or if you’ve had a change of heart:

Wrong Size?

If you ordered the wrong size or the costume doesn’t fit, here’s how we can help:

• Send it back to us (at your expense).

• We’ll get the right size sent your way!

Just make sure you’ve checked the sizing and expert advice on product description to double-check your measurements and pick your size. You are also welcome to give us a call, for advice. We are experts! 

Changed Your Mind or Event Canceled?

We totally get that life happens. QLD Consumer Law means we can’t offer refunds or exchanges if you simply change your mind, find the product cheaper elsewhere ,the event is cancelled, or you ordered the wrong size.
We always recommend double-checking before making your purchase to avoid any hiccups.

Hygiene-Related Items—Sorry, No Returns!

Some items can’t be returned for hygiene reasons, unless they’re faulty. These include:

• Teeth & Fangs

• Wigs, fake hair, moustaches, beards & lashes

• Face paint, makeup & contact lenses

• Hosiery & masks

Store Pick-Ups—A Quick Reminder

We love seeing our customers in-store! But, if you don’t pick up your costume within 30 days, it will be forfeited and no refund will be provided. So, don’t forget to grab it!

⚠️ Refunds and Exchanges—The Legal Bit (QLD Consumer Law)

Just a quick recap on what’s covered under QLD Consumer Law:

• Change of Mind? Not covered for refunds or exchanges.

• Wrong Size Ordered? We can’t refund, but we’ll help with exchanges if you’ve followed the size suggestions and sent the item back at your cost.

• Faulty or Damaged? You’re totally covered for a refund or exchange (as long as it meets the terms outlined).

How to Handle Returns

If you need to return an item, just reach out and we’ll guide you through the process. You’ll be responsible for the return postage (unless the item is faulty, in which case we’ll send you a pre-paid label for the return if necessary).
 Once we’ve received your returned item, we’ll send you a replacement!

🛑A Few More Things to Know

• Processing Fees for Cancellations: If you decide to cancel before shipment, we’ll deduct the payment processing fee from your refund. This fee is charged by the provider and ranges from 3%–7%.

• Wigs need some love!

  It's important to have realistic expectations about what you'll receive. Many wigs come boxed, and while they may look stunning in photographs, there can be slight colour variations once you take them out of the packaging. This is completely normal and part of the charm of wigs!

  One thing to keep in mind is that most wigs will require some combing and styling to truly resemble the images you see on the packaging. This isn't a fault of the product; rather, it's a part of the process of making the wig your own. Think of it as a fun opportunity to express your creativity and personalize your look!

   

Where to Find Us:

Big Party Oz HQ
30 Strathaird Road, Bundall, QLD 4217

💌 Still Have Questions?

If something’s unclear or you need assistance, don’t hesitate to contact us at info@bigpartyoz.com. We’re here to help you get the perfect costume!

Thanks for choosing Big Party Oz—we’re excited to help you celebrate in style! 🎉