Returns & Exchanges

Dear Valued Time Traveller,

At Palmer Sales, we take pride in crafting and sourcing the finest quality vintage costumes, from the roaring 1920s flapper dresses to the radical 1990s grunge looks. We want you to be utterly delighted with your purchase and your step back in time. However, we understand that sometimes an item may not be quite the right fit or may not meet your expectations. Our Returns & Exchanges policy is designed to be as gracious and hassle-free as the eras we celebrate.

Our Returns & Exchanges Policy

We gladly accept returns and exchanges for most items within 15 days of you receiving your order. To be eligible for a return or exchange, your item must be:

• In its original, unworn condition.
• In its original packaging with all tags still attached.
• Accompanied by your original order confirmation email or proof of purchase.

How to Initiate a Return or Exchange

To start the process, please follow these steps:

1. Contact Us: Within 15 days of receipt, please email our customer service team at [email protected]. To help us assist you quickly, please use the subject line “Return/Exchange Request” and include the following details in your email:
   • Your full name
   • Your order number
   • The item(s) you wish to return or exchange
   • The reason for the return or exchange
   • Whether you are requesting a refund or an exchange for a different size/era
2. Await Instructions: Our friendly customer service team will respond within 2 business days with a Returns Authorisation Number and instructions on where to send your package.
3. Ship the Item: Carefully pack the item(s) in their original packaging and mail them to the address we provide. We recommend using a tracked shipping service for your protection, as you are responsible for the cost of return shipping unless the item is faulty or we made an error.
4. Processing: Once we receive and inspect your returned item(s), we will process your request. Please allow up to 5 business days for this inspection.

Refund Timelines & Methods

Once your return is approved, your refund will be processed within 5-7 business days. The funds will be issued back to your original method of payment (Visa, MasterCard, JCB, or PayPal). Please note that depending on your bank or card issuer, it may take an additional 3-5 business days for the refund to appear on your statement. Please note that original shipping fees are non-refundable.

Non-Returnable Items

To ensure the health and safety of all our customers, the following intimate and hygiene-sensitive items are final sale and cannot be returned or exchanged unless they arrive faulty or damaged:

• All Wigs: Due to their personal nature, all wigs (found under the ‘All Wigs’ menu) are non-returnable.
• All Masks: Similarly, all masks (found under the ‘All Masks’ menu) are non-returnable for hygiene reasons.
• Used or Damaged Items: Any item not in its original, resalable condition.

If a non-returnable item arrives damaged or faulty, please contact us immediately at [email protected] with photos of the damage, and we will resolve it promptly.

Exchange Requests

We are happy to exchange an eligible item for a different size or a different costume from another era, subject to availability. If the new item is of a higher value, you will be charged the difference. If it is of a lower value, we will refund you the difference.

Return & Exchange Request Email Template

To make the process even smoother, feel free to copy and paste the template below into an email to us at [email protected].

Return Shipping Address

Please do not send returns to our company address. After contacting us, you will receive the appropriate Returns Authorisation Number and the correct shipping address to send your parcel to.

We hope you love your vintage finds from Palmer Sales. Should you have any questions, our customer service team is always here to help you at [email protected].

Thank you for shopping with us,

The Palmer Sales Team