At Squinoo, we stand behind our products. If you are not completely satisfied with your purchase, we offer a hassle-free return and exchange policy within 7 days of receipt. As costumes from Squinoo are all Custom-made according to buyer’s own measurements, so it’s really important for us to offer a fair and responsible return/exchange policy. We’ll make sure the measurements are right before we arrange the shipment. Please see our guideline below for details.
1. Defective/Missing items/Size different from our website size chart: Customers should contact us within 7 days of delivery of items and email us photos to support the claims if you receive the package with a missing item(s) and costume with the wrong size. We can arrange a new shipment of the missing items for free.
Especially for Wrong size costumes, once confirmed the error occurred is from our side, we will make a new costume for free ( 1-2 cm difference will be acceptable); if this is caused by the wrong measurements the buyer has provided, Squinoo will not be responsible for this. Buyers will be charged for a new one at a 10% discount off, in this situation if size revision is needed, buyers should send the costume back to us at their own cost and we will charge buyers for the revision at cost.
We do NOT accept refunds for customize costume, but if the size is really different from your measurements, we will make a new one for free. Returns must be made within 7 days of receiving orders. We will offer 100% refund only of products which are defected, or sent by mistake.
Following Items are Excluded From Returning or Exchanging:-
- Item that has been used or washed.
- Item that smell of cigarette smoke or perfume
- Item with stains
- Even though Squinoo provides free shipping on all products, the shipping fees will be deducted from the refund ranging from $10-$40 depending on the weight of the costume.
- Buyers are responsible for returning the items in their original conditions within 2 weeks of delivery of items at their own expense through registered mails with online delivery tracking number.
2. Order Cancellations/Changing: All costumes from Squinoo are made in your own size, kindly check your order carefully before submitting. We will send a confirmation email after you placed an order. In the event that a mistake has been made on a processed order, please email us within 24 hours after your submission. Order Cancellations or Changing only works in this time frame as our designers will start customizing the dress for you within 24 hours after receiving your payment.
Orders canceled after 24 hours are subject to a handling fee equaling 30% of the item price. And orders cannot be canceled after 3 business days. Thanks for your understanding.
For wigs, accessories and other ready shipping items, we usually send after 1-3 days after your purchase, we will give our best efforts to locate the package and make any necessary changes. If the order has already shipped, or cannot be located in the shipping containers, Squinoo will not be responsible for any additional costs added to correct the order.
3. Wrong Delivery Address/ upgrade the shipping method: Squinoo ships all orders to the shipping information address provided by the customer. Customers are responsible for submitting the complete address information. We will ONLY be able to proceed the refund if we sent the package to the wrong shipping address. (which is different from order shipping information.) We will NOT be able to proceed refund if we sent the package to the correct shipping address.
Squinoo is not responsible for any additional charges needed to reship or retrieve a package. Shipping fee depends on which shipping method you choose. If you want to upgrade to Express Shipping, customers need to pay the extra shipping fee to our Paypal account immediately. Our customer service will provide you a return address after return authorized.