FREQUENTLY ASKED QUESTIONS

WITCHES, WHERE IS MY ORDER? 🖤

Once your order has been dispatched, you'll receive a dispatch confirmation email with your tracking link.

You can use this link to follow your parcel directly with the delivery carrier.

If your tracking hasn't updated as expected or your parcel appears to be delayed, please email us at hello@beenthatwitch.com with your order number and we'll help investigate it for you.

WHERE IS MY ORDER CONFIRMATION?

As soon as your order is placed, you'll receive an order confirmation email at the email address used at checkout.

If you can't see it, please check your junk or spam folder and make sure the email address entered at checkout is correct.

When your order has been dispatched, we'll send you another email containing your tracking information.

CAN I TRACK MY ORDER?

Yes! 🖤

Our postal delivery services are tracked. Once your order has been dispatched, you'll receive a tracking link by email so you can follow its journey.

Please allow a little time after receiving your dispatch email for the carrier's tracking system to update.

WHEN WILL MY ORDER BE DISPATCHED?

We aim to dispatch in-stock orders as quickly as possible Monday–Sunday.

Orders placed before the applicable daily cut-off will normally be dispatched the same working day. Orders placed after the cut-off, at weekends or on bank holidays will normally be processed the next working day.

During extremely busy periods, particularly around Halloween, processing may take a little longer. Any important seasonal delivery information or cut-off dates will be displayed on our website.

I'VE ORDERED A PRE-ORDER ITEM — WHEN WILL IT ARRIVE?

If an item is available for pre-order, its estimated dispatch date will be clearly shown on the product page.

Please check this date carefully before ordering, particularly if you need your costume for a specific event.

The delivery service you choose at checkout applies once your pre-order has been dispatched.

For example, selecting Royal Mail Tracked 24 does not mean a pre-order will arrive the day after you place your order. It means the parcel will be sent using Royal Mail Tracked 24 once the stock is available and your order is ready to dispatch.

Pre-order dates are estimates and can occasionally change due to circumstances outside our control. If there is a significant change to the expected dispatch date, we'll let you know.

WHAT IF MY ORDER CONTAINS A PRE-ORDER AND AN IN-STOCK ITEM?

If you order an in-stock item together with a pre-order item, your order may be held until the pre-order item is available so everything can be dispatched together. 

If you need an in-stock item urgently, we recommend placing it as a separate order from your pre-order items. 

WHAT UK DELIVERY OPTIONS DO YOU OFFER?

Available delivery options and estimated dates will be shown at checkout.

Our UK options may include:

Royal Mail Tracked 48 — our standard tracked service.

Royal Mail Tracked 24 — our faster tracked service, with a next-working-day delivery aim after dispatch.

Manchester Same-Day Delivery — available to eligible Manchester postcodes. Order by 5pm for local courier delivery by 8pm the same day.

Saturday Delivery — DPD — available on eligible orders when shown at checkout.

Please remember that Royal Mail Tracked 24 and Tracked 48 have delivery aims rather than guaranteed delivery dates.

DO YOU OFFER SAME-DAY DELIVERY IN MANCHESTER?

Yes! 🖤

Same-day local delivery is available to eligible Manchester postcodes for £9.95.

Order by 5pm for delivery by local courier by 8pm the same day.

Orders placed after 5pm will normally be delivered the next working day.

Enter your delivery address at checkout to see whether same-day delivery is available to you.

CAN I RETURN OR EXCHANGE MY ITEM?

Yes. Eligible items can be returned in accordance with our Returns & Exchanges Policy.

For eligible online purchases, you generally have 14 days after receiving your order to tell us you wish to cancel, followed by 14 days to send the goods back.

Items should only be reasonably tried on and must meet the applicable return conditions.

For change-of-mind returns, return postage is the customer's responsibility.

Eligible UK customers can use our Royal Mail Tracked Returns service to generate a return label or QR code. The applicable return-postage cost will be deducted from your refund.

Please read our full Returns & Exchanges Policy before opening hygiene-sealed products or submitting a return.

WHAT IF MY COSTUME CONTAINS STOCKINGS OR LINGERIE?

Please check and try on the main costume before opening any individually hygiene-sealed stockings, hosiery, lingerie or other hygiene-sensitive accessories included with it.

If you may wish to return your order, do not open the hygiene-sealed components.

Where an item has been supplied sealed for health protection or hygiene reasons and is not suitable for return once unsealed, it may no longer be eligible for a change-of-mind return once its seal or sealed packaging has been opened, broken or removed.

Please see our full Returns & Exchanges Policy for details.

CAN I EXCHANGE SOMETHING IF IT DOESN'T FIT?

Yes, provided the item meets our return conditions and the replacement is available.

Submit your exchange request through our Returns Portal within the applicable return period.

Please keep all hygiene-sealed components sealed if you may need to exchange your costume.

Exchanges are subject to stock availability, so during Halloween we recommend requesting your exchange as soon as possible.

MY ORDER IS DELAYED — WHAT SHOULD I DO?

First, check the tracking link in your dispatch email for the latest update.

Delivery networks can occasionally experience delays, particularly during busy periods such as Halloween.

If your parcel hasn't arrived when expected or the tracking doesn't appear to be progressing, please contact us at hello@beenthatwitch.com with your order number.

We'll help check the tracking and, where necessary, investigate the delivery with the carrier.

WHAT HAPPENS IF MY PARCEL IS LOST?

If your tracking suggests your parcel may be lost, please contact us.

We'll investigate the shipment with the carrier and work with you on the appropriate next steps.

You don't need to deal with a lost-parcel claim with the carrier yourself.

DO YOU SHIP INTERNATIONALLY? 🌍

Yes. Available international delivery options and prices are calculated at checkout based on your destination.

International orders may be subject to customs duties, import taxes or other charges depending on the destination and shipping service.

Where an order is sent DDU/DAP, these charges are the responsibility of the recipient and may need to be paid before delivery.

Different arrangements may apply to certain destinations, including the USA.

Please see our Shipping & Delivery Policy for full international delivery and customs information.

CAN I COLLECT MY ORDER?

Yes! 🖤

You can collect your order by selecting Pick Up at checkout.

Once your order is ready, you'll receive a notification confirming that it's ready for collection.

Please wait until you receive your collection confirmation before travelling to collect your order.

Full collection details and instructions will be provided with your order confirmation.

During busy periods such as Halloween, please allow us time to prepare your order before coming to collect.

If you need help with a collection order, email us at hello@beenthatwitch.com with your order number.

STILL NEED HELP?

No worries 🖤

Email us at hello@beenthatwitch.com with your order number and we'll be happy to help.

Lots of love,
The BTW Team x