RETURNS & EXCHANGES

We hope you love your order 🖤 If something isn't quite right, eligible items can be returned or exchanged in accordance with the policy below.

Please read this policy before opening any hygiene-sealed items or submitting a return request.

START A RETURN

To request a return or exchange, log in to your Been That Witch account and submit a return request:

REQUEST A RETURN

You'll receive a 6-digit verification code by email — no password is needed.

Once your request has been submitted, please check your email confirmation and follow the return instructions provided.

Please do not send items back before submitting your return request.

RETURN WINDOW

For eligible online purchases, you have 14 days from the day after you receive your order to tell us that you wish to cancel and return it.

After notifying us, you then have 14 days to send the item(s) back to us.

We recommend submitting your return request as soon as possible to give yourself plenty of time to arrange return postage.

Your statutory rights are not affected by this policy.

RETURN CONDITION

Please take care when trying on your order.

Returned items should be:

Unworn other than for a reasonable try-on

Unwashed

Undamaged and unaltered

Free from makeup, fake tan, deodorant, perfume, staining and other marks

Returned with original tags, packaging, returns ribbons and seals where applicable

 

You may inspect and reasonably try on a returnable item to check its fit and appearance.

If an item has been handled or worn beyond what is reasonably necessary to establish its nature, characteristics and fit, and its value has been reduced as a result, we may make an appropriate deduction from your refund where permitted by law.

This may include items showing signs of wear, stretching, makeup, fake tan, deodorant, perfume, staining, damage, alteration or other use beyond a reasonable try-on.

Please do not remove returns ribbons, tags or hygiene seals until you are satisfied that you wish to keep the item.

HYGIENE-SEALED ITEMS

For health and hygiene reasons, certain products are supplied in sealed packaging or with a hygiene seal.

These may include:

Stockings, tights and hosiery

Lingerie and intimate apparel

Certain bodysuits

Certain wigs and hair products

Other intimate or hygiene-sensitive accessories specifically supplied with a hygiene seal

 

If you may wish to return an item, please do not open, remove, break or tamper with its hygiene seal or sealed packaging.

Where an item has been supplied sealed for health protection or hygiene reasons and is not suitable for return once unsealed, it cannot be returned for change of mind once the hygiene seal or sealed packaging has been opened, removed, broken or tampered with.

This does not affect your rights if an item is faulty, damaged, incorrect or not as described.

COSTUMES CONTAINING STOCKINGS, LINGERIE OR OTHER HYGIENE ITEMS

Some of our costume sets include stockings, tights, hosiery, lingerie or other hygiene-sensitive accessories.

These components may be individually hygiene-sealed inside the costume packaging.

Please try on and check the size, fit and appearance of the main costume BEFORE opening any individually sealed hygiene-sensitive accessories.

If you think you may wish to return the costume:

DO NOT OPEN THE HYGIENE-SEALED COMPONENTS.

Once an individually hygiene-sealed component has been opened, removed from its sealed packaging, or its hygiene seal has been broken or tampered with, that component may no longer be eligible for a change-of-mind return.

Where an opened hygiene-sensitive component forms part of a costume set, this may affect the amount we are able to refund for the set, where permitted by law.

This does not affect your statutory rights where goods are faulty, damaged, incorrect or not as described.

TRYING ON YOUR COSTUME

We completely understand that you need to try your costume on to check the fit.

Please:

Try items on carefully

Avoid wearing makeup or fake tan while trying them on

Avoid perfume or strong fragrances

Keep deodorant and other products away from the garment

Keep all packaging, tags, returns ribbons and seals

Try intimate garments on over your own underwear where appropriate

Do not wear the costume for an event, party, night out, photoshoot or extended period before returning it

Items showing evidence of use beyond a reasonable try-on may have their refund reduced to reflect any loss in value where permitted by law.

RETURN POSTAGE

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

Once you've submitted your return request, follow the instructions provided in your email confirmation.

Please package your return securely and use a tracked postal service.

We strongly recommend keeping your proof of postage and tracking information until your return has been received and your refund or exchange has been completed.

Please do not send a return before submitting your return request and receiving your return instructions.

If your item is faulty, damaged, incorrect or not as described, please contact us before paying to return it yourself. Where we are responsible for the return, we'll provide appropriate return instructions and cover the reasonable return postage cost.

REFUNDS

Once your return has been received, we'll inspect it and issue any refund due to your original payment method.

Refunds will be processed within the applicable statutory timeframe.

Where you exercise your statutory cancellation right for an eligible order, we'll also refund the applicable standard outbound delivery cost where required by law.

If you chose a more expensive delivery service — such as Express, Saturday or same-day local delivery — we are not required to refund the additional amount above the cost of our least expensive standard delivery option.

For change-of-mind returns, the direct cost of returning the goods remains the customer's responsibility.

Where an item has suffered a reduction in value because it has been handled beyond what is reasonably necessary to inspect or try it on, an appropriate deduction may be made from the refund where permitted by law.

EXCHANGES

Need another size or fancy a different style? No problem.

Submit a return request through our online store and select the relevant exchange option where available.

Exchanges are subject to:

The item meeting our return conditions

Your request being made within the applicable return period

Hygiene-sealed components remaining sealed where required

The requested replacement being in stock

Once you've submitted your request, follow the instructions provided in your email confirmation.

If your requested replacement is unavailable, we'll arrange the appropriate refund instead.

FAULTY, DAMAGED OR INCORRECT ITEMS

If your item arrives faulty, damaged, incorrect or not as described, please contact us at hello@beenthatwitch.com with your order number and photographs of the issue.

Please contact us before paying to return the item yourself.

Where we're responsible for the return, we'll provide appropriate return instructions and cover the reasonable return postage cost.

The hygiene restrictions in this policy do not remove your statutory rights in relation to faulty, damaged, incorrect or misdescribed goods.

HALLOWEEN RETURNS 🎃

Halloween is our busiest time of year, so we strongly recommend checking our sizing, fit notes and product descriptions carefully before ordering.

Our normal returns conditions and your statutory consumer rights continue to apply during the Halloween period.

Costumes returned after Halloween must still meet our normal return conditions.

Wearing a costume for Halloween, a party, event, night out, photoshoot or other occasion goes beyond a reasonable try-on and may significantly reduce its value.

Where permitted by law, we may make an appropriate deduction from a refund to reflect diminished value caused by use or handling beyond what is reasonably necessary to inspect and try on an item.

Hygiene-sealed items remain subject to the hygiene rules above.

HOW TO MAKE A RETURN OR EXCHANGE

1. Log in and submit your return request using the email address associated with your order.

2. You'll receive a 6-digit verification code by email — no password is required.

3. Select the relevant order and the item(s) you'd like to return or exchange.

4. Select your return reason and submit your request.

5. Check your email confirmation and follow the return instructions provided.

6. Package your return securely and send it back within the applicable return period.

7. Use a tracked postal service and keep your proof of postage until your return has been completed.

Please do not send items back without first submitting a return request and following the instructions provided in your confirmation email.

INTERNATIONAL RETURNS

International customers are responsible for arranging and paying for return shipping unless an item is faulty, incorrect or not as described.

Please submit a return request first and follow the instructions provided in your email confirmation before sending your parcel.

Please use a tracked service and retain your proof of postage.

When completing customs documentation for an international return, please identify the shipment as returned goods where appropriate and follow your carrier's customs instructions.

Any import duties, taxes, customs charges or third-party fees originally paid directly to a carrier or customs authority are not refundable by Been That Witch where those amounts cannot be recovered by us.

Additional costs charged to us because an international return has been incorrectly declared may be taken into account where permitted by applicable law.

YOUR STATUTORY RIGHTS

Nothing in this Returns Policy excludes, restricts or replaces any rights you have under applicable consumer law.

If there is any conflict between this policy and a mandatory legal right, your mandatory legal rights will apply.

Need help with a return? Email hello@beenthatwitch.com with your order number.

Lots of love 🖤
The BTW Team x