Returns Policy

If you are unhappy with an eligible, non-personalized costume, contact us within 7 calendar days of delivery to request a return. Please email us for authorization and shipping instructions before sending anything back.

Condition for change-of-mind returns

• The costume must be in its original condition and must not have been used, worn or altered.
• Include every item, the original packaging and all tags. Returns with missing pieces, packaging or tags cannot be refunded.
• Double-check the complete costume and packaging before sending your return.

Quality problems, damage or our mistake

If your costume is defective, arrives damaged, or we send an item or size that does not match your confirmed order, email us within 7 calendar days of delivery to request a refund, or within 14 calendar days to request a replacement. Include your order number and clear photos or a video of the issue. For a size discrepancy, include photos showing the measurements.

Once we confirm the issue, MakeMascot covers the authorized return shipping and, for an exchange, the replacement shipping. For an approved refund, we refund the affected item's price, including any paid customization fee, and its original shipping charge if paid. Please agree on the return method and shipping cost with us before posting your package.

The unused-condition, packaging and tag requirements above apply to change-of-mind returns. They do not automatically exclude a claim for a defect, delivery damage or an incorrect item. Keep the item and all available packaging for review, and contact us before altering or repairing it.

Changed your mind or selected the wrong size?

For an eligible return where we supplied the item and size you ordered, you pay the return shipping. Return shipping costs vary by carrier and destination; obtain a quote before sending your package. Your refund covers the returned merchandise only. Original shipping charges, if paid, are non-refundable. No original shipping fee is deducted from a free-delivery order.

Contact us within 14 calendar days of delivery to request an eligible exchange. We can replace a defective, damaged or incorrectly supplied item, or exchange an unused, non-personalized costume if you selected the wrong standard size.

• Email us first to obtain return authorization and the return address. Returns without our authorization will not be accepted.
• After authorization, send the item back using the agreed shipping method and dispatch deadline. The 14-day period is the time to submit your request, not the time for the package to reach us.
• Items can only be exchanged for a replacement of equal value.
• For a confirmed defect, delivery damage, or an item or size sent incorrectly by us, we pay the authorized return shipping and replacement shipping.
• If we supplied the standard size you ordered but you selected the wrong size, you pay the return shipping and the new shipping charge. The costume must be unused and include all pieces, original packaging and tags. We will confirm these charges before you send it back.
• Personalized costumes follow the customization conditions above. A size that differs from the measurements we confirmed with you is our responsibility; incorrect measurements supplied by you are not a production error.

To cancel, use the live chat on our website or email sale@makemascot.com. For email requests, the cancellation time is based on when we receive your email.