Delivery & Returns

Delivery

UK Mainland & BFPO Delivery

Our aim is to get your purchase to you as quickly as possible and we aim to dispatch orders within 24 hours of the order being received . The postal quote is based on the estimated weight of your order , We WILL NOT profit from our postal charges and if the postage/packing charge is excessive we will refund any difference . If you think the postage charge is excessive , please email us at heavyheaven@yahoo.co.uk and we will be able to give you a precise price for the shipping of the goods required .

Our delivery methods allow full trace of your shipment from dispatch until delivered and signed for by you. We use a number of carriers to safeguard delivery to you. Whatever method we use will always require a signature on arrival. Our charges to you cover all postage packing and insurance up to the value of the goods purchased /hired

Deliveries are subject to stock availability. If we have a problem with your order such as unavailability of an item we will call you. If you are unavailable we will send you an email telling you what action we are taking.

Pick Up from our stores -

The charge for this service is £4.50. By selecting the pick up option for this service, your order will be processed and delivered to our shop for collection. Your order will be ready for collection 24 hours after you have received an email from us headed order collection notification. Please note that all pickups must be paid for via our website. Please check your email to confirm goods are available for pickup.If the branch you are collecting from has what you need in stock this charge will be refunded , however it will remain if we have to arrange for your order to be delivered to our branch from our warehouse .

All despatch times are based on stock availability. While we make every effort to ensure accuracy of stock levels on our website, this is not guaranteed to be 100% correct.

Telephone orders

As our shop staff are only employed to tend to in store customers , telephone orders are rarely taken , we prefer you to either call into the store , or order on line or email our internet team .

These details are for UK mainland only: customers overseas will be contacted with any additional charges BEFORE we accept your order; please see below for all overseas orders.

BFPO
Please select a UK delivery option, either reduced, standard or our Same Day Pick Pack and Post option. Please ensure you quote the BFPO post code.

Returns

We believe our costumes and products must live up to your highest expectations and that our service must live up to the quality of our products. Our staff are always happy to advise and help our customers select the best products to suit your requirements.

IN STORE -PLEASE NOTE !

Due to the nature of fancy dress we do NOT offer refunds on anything purchased in store , you can however return things within 7 days , for a credit note OR exchange . No refunds are given as you've had chance to view and try on items , and ensure they fit etc

Wigs, make up and eyelashes are none returnable for hygiene reasons

ONLINE-
1 ) Returns Goods purchased from the Fantasy World website may be returned for a refund as long as you inform us within 7 days (starting from the day after delivery).You must take full responsibility for our goods while they are in your possesion. Any item(s) for return must be sent back in it’s original shipped condition, together with any original packaging
2) After the 7 day cooling off period: Should an item not be needed and and you fail to inform us within the 7 working days- max 30 days (starting from the day after delivery) we will still offer a refund but for the value of 75% of the purchase price (exclusive of shipping). We apologise that for incoming goods. shipping, packing and insurance cannot be refunded.
3) If you are not entirely satisfied with an order, please contact customer services for either replacement or a full refund.
4) Should a product be faulty, you should let us know immediately as we will happily refund or exchange it for you. You should let us know as soon as possible via email within 7 calendar days from the date of delivery.
5) We will not refund items without a returns number; items that have been used, cleaned, damaged or soiled; items returned without full packaging; items must be odour free, including the smell of smoke and perfume; please note we cannot refund makeup items, eyelashes, tights, wigs, underwear or masks. Some costumes have sealed wigs in such cases if the costume is not appropirate do not open the wig as once opened refunds can not be given.
6) Instructions for returning goods: Before sending the parcels back to us please phone us for a Returns Authorisation Number which you can get by contacting the Fantasy World Customer Service team: Mon - Wed 10am-6pm - Thurs/Fri 10am-7pm - Sat 10am-5pm - Sun 1pm-5pm: 01904 621328 or e-mail us and we will make arrangements with you to return. You will need to confirm your name, order number and postcode, so please have these available if you phone. You also need to include this returns number with your parcel back to us as failure to do so will result in delay of any refund.
May we please ask you to additionally note:
7) We shall be under no liability in respect of any defect arising from fair wear and tear, negligence, abnormal working conditions, willful damage, misuse or alteration or repair of the ordered goods without our approval.
8) Any returned goods that we receive which are outside of this Returns Policy will be defined as 'Disputed'. Such Dispute items will not be refunded or exchanged and a reason for this decision will be provided. We are happy to re-ship such Dispute items back to you at a cost to yourself; otherwise they will be destroyed within 91 calendar days from their receipt back to us. All refunds will be subject to a 25% restocking & handling fee plus the packing and postage costs incurred when originally shipping your order out. This does not apply to unopened returns within the 7 day cooling off period please read section 1 Unopened Returns.
9) If the order arrives too late for your event, please do not sign for the product and it will be sent back to us, alternativily you can return them as outlined above. If we are at fault, we will refund all costs. A reason why we may not be at fault is that you have selected to use first class post, when you should have used Express delivery or you were absent during delivery, in this case a 25% handling charge will be applied.
If you are returning a package please use registered post or obtain a certificate of posting for your own protection note proof of receipt is not proof of delivery.

Please note that the product images displayed on our website are supplied with the costumes, however they may vary from the pictures displayed. Our suppliers hold the right to make changes to the products at any given time without previous warning. However these small changes should not interfere with the quality or with the general concept of any item in question.

This does not affect your statutory rights as a consumer.