Refund policy

RETURNS POLICY

We want you to love your order, but if something isn’t quite right, you can return or exchange items in line with UK law under the Consumer Contracts Regulations 2013.

To request a return, click here to log in

Please ensure you’ve read our returns policy below to confirm your item is eligible.

🎃 HALLOWEEN RETURNS UPDATE – Updated Monday 13th October 2025

Orders placed on or after Monday 20th October 2025 are Final Sale and eligible for exchange only, unless the item is faulty or not as described.
Due to the time-sensitive nature of Halloween costumes and accessories, we are unable to offer refunds after this date.
Please check sizing and product details carefully before ordering.

This does not affect your statutory rights under UK law.


Eligibility

For orders placed before Monday 20th October 2025:

  • You have 14 days from receiving your parcel to notify us if you wish to return or exchange.

  • Items must then be returned to us within this 14-day window.

  • All items must be in their original condition — unworn, unwashed, with all tags, hygiene seals, returns ribbon, void sticker, and packaging intact.

  • If any of these have been removed or tampered with, we’re unable to accept the return.

⚠️ Return postage costs are the responsibility of the customer, unless the item is faulty or incorrect.


Refunds

Refunds will be issued to your original payment method once your return has been received and inspected.
Please allow up to 14 days from receipt of your parcel for processing.


Exchanges

Exchanges are accepted if the item meets all return eligibility conditions.
Please submit a return request within 14 days of receiving your order, and select “Exchange” when completing your return.


Faulty or Incorrect Items

If your item arrives faulty or not as described, please contact us immediately at hello@beenthatwitch.com with your order number and photos.
In this case, your return shipping will be covered.


Accessories & Hygiene Policy

For hygiene and safety reasons, accessories (including wigs, masks, stockings, hosiery, jewellery, gloves, and similar items) must be unworn, unused, and returned in their original packaging to qualify for return or exchange.

Costumes must also be unworn, unwashed, and returned with all tags, hygiene seals, and packaging intact.
Items showing signs of wear, makeup, deodorant, perfume, damage, or alteration will not be accepted.

Certain intimate items and accessories may be marked as Final Sale for hygiene reasons — these are not eligible for return or exchange.


RETURNS PROCESS (Self-Serve Returns)

To make a return or exchange request, please use our self-serve returns portal:

👉 Request a Return

  1. Sign in with your email address (you’ll receive a 6-digit verification code – no password needed).

  2. Select your order and choose the item(s) you’d like to return or exchange.

  3. Provide a reason for the return and submit your request.

  4. Once approved, you’ll receive an email with return instructions (including our return address).

📦 Customers are responsible for arranging and paying for return shipping, unless the item is faulty or incorrect.

Please use a tracked service and keep proof of postage until your refund or exchange has been processed.