We’re sorry your order didn’t work out, so let us make things right.
If, for whatever reason, you need to cancel your order before it has shipped, submit your request here. We'll do everything we can to accommodate your request; however, we cannot guarantee that your request will be honored due to real time order processing.
To make a return, please first read through our Return Policy below. Please be aware that we are not able to accept returns for any item marked as final sale; this usually includes all of our collaborations and most special releases.
US RETURNS ELIGIBILITY WINDOW:
To qualify for a return, items must be postmarked and shipped out to our Fulfillment Center within 14 days from the date your shipment was delivered for a refund.
INTERNATIONAL RETURNS ELIGIBILITY WINDOW:
To qualify for a return, items must be postmarked and shipped out to our Fulfillment Center within 30 days from the date your shipment was delivered for a refund.
Must be unworn and returned with original packaging intact, otherwise they are non-refundable and will receive no refund or store credit.
Refund: receive refund back to your original payment method less shipping.
Exchange: To ensure the availability of the new item/size you want, we do not offer exchanges. You may simply return the item and re-order the correct item/size.
ITEMS ELIGIBLE FOR STORE CREDIT ONLY:
US Returns received between 14 and 30 days after the original order shipment delivered date, or International Returns received between 30 and 45 days after the original order shipment delivered date. Late returns for store credit will be processed free of charge, while return for a refund to your original payment method (i.e. credit card, Paypal) will required a handling & processing fee of $5.99, which will be deducted from the amount to be refunded to you.
HOW TO MAKE YOUR RETURN:
As long as the item is unworn and in its original packaging, you can return the item back to us with making a return request on the site. Please be aware that all items purchased on Frozencostume.com must be mailed back to our warehouse; we are not able to accept any online order returns to our coporate office.
Place your item(s) (in unworn condition and with tags attached and in its original packaging) in a securely sealed shipping package; please be sure to double box. Please include your order number and your reason for return on a piece of paper inside the package. If you are not able to locate your order number, please contact us.
Send it off. Be sure to obtain a tracking number from whichever carrier you choose to use!