What is your Returns Policy?
Returning an item
All goods purchased from Simon Says Dress Up may be returned for refund or exchange. The following conditions must be met:
You must contact us within 7 days of receipt of your order via email or telephone to confirm that you wish to return your item(s). Please supply your order number during any correspondence. You will be issued a returns number which must be included within the returned parcel. Failure to do so may delay any refund or exchange.
All items must then be returned within 14 days. If a refund is required, this will usually be processed within one week, and always within 14 days. When a replacement item is required, this will usually be dispatched within 48 hours of receipt of the returned item. Please note that a delivery charge will be incurred for all exchanges (unless the item is faulty).
You must return the item in it’s original condition and packaging, unworn, unwashed and with any labels intact. If the product or packaging is in any way missing or damaged we will be unable to refund or replace. Please note that all returned items are thoroughly checked on arrival for signs of wear or damage.
Cost and risk of return will be at your expense and you are responsible for any returned goods until they reach us.
Items must be returned to RETURNS, SIMON SAYS DRESS UP,
Please also note the following points:
Outbound shipping and packaging costs cannot be refunded.
We are unable to replace an item until the original is returned to Simon Says Dress Up. If you need an item in a hurry we suggest you place a second order for the new item and send the original back at a later date.
If the returned item arrives outside the 14 day period but within 20 days of receipt we will happily accept the item and refund the goods to the value of 75% of the purchase price (excluding shipping)
Certain products are excluded from our general returns policy for hygiene reasons – these are hosiery items, underwear, hats with hair combs, facial hair, teeth and make up – these cannot be returned.
NOTE: Wigs cannot be returned if the tag has been removed. If the tag is still attached and the wig has not been tried or styled, it can be returned as per our general returns policy above.
SALE ITEMS CAN ONLY BE EXCHANGED OR WE CAN OFFER A CREDIT NOTE (VALID FOR 6 MONTHS)
What Are Your Contact Details?
Telephone: 01206 562216 Mon-Sat 10am-6pm
We understand that some people would prefer to talk to someone rather than using email. We are quite happy to answer any questions or queries over the telephone. We are also happy to take orders over the phone as, again, we are aware that some feel more comfortable purchasing products in this manner. Unlike may other companies, our web prices and phone prices are identical.
VAT NUMBER: 151548907
Can I Collect My Order?
No, I am afraid we do not have customer premises available.
Is your website secure?
We've made our ordering process so easy, it's simply a matter of clicking on 'order' buttons located next to each product. But what really happens to your personal information after that? At what point does your information become 'secure' and 'encrypted'? At Simon Says Dress Up you can order online with confidence, knowing that your personal information is fully encrypted and using SSL and industry standard transaction protocols.
What methods of payment do you accept?
We accept all major credit and debit cards including Visa, Mastercard, Maestro, Solo and American Express. We are also happy to take payments through Paypal or by cheque/postal order. Please note that we are unable to ship any goods until cheques have cleared.
Why has my payment been refused?
Please ensure that you have entered all your details exactly as they appear on you card. The smallest typing mistake may cause problems. You also need to ensure that your billing address is correct as this will be used to validate your details. When using a Maestro card you may be required to enter the expiry date on the card twice in place of an absent issue number (please see the special instruction note at the top of the card details page)
Are my details kept private?
Yes. Any information that you supply to Simon Says….Dress Up will be treated as strictly confidential. We will never supply addresses or any other information to a third party.
I have a question - can I talk to someone?
Yes! We are here to help. Please call our customer care team on 01206 562216 during opening hours. Alternatively, you can contact us via email. We respond to emails very quickly.
Can I order an item if it is not in stock?
Yes. Before you proceed to the final checkout we will ask you to specify the date for which your item(s) is required. If we do not anticipate your item to be available before this date we will contact you immediately.
I am unsure which size to order, what do you recommend?
We have carefully selected manufacturers who design and create costumes to accommodate a wider variety of sizes compared with High Street stores. These costumes are created with often stretchy fabrics designed to give or ‘cling’ according to the individual body shape of the customer. Many boast elastic waist bands, belts and lace up designs, ensuring that the wearer is able to adjust the outfit, as required, for the perfect fit.
We have several product suppliers and their individual size guides can differ. We therefore take extra care to size each costume based on these size guides as well as our own inspection and customer feedback. On occasion our listed sizes may therefore differ to the size stated on the packaging.
If in doubt, or if you would consider yourself as ‘in between sizes’, we would recommend purchasing the larger size – as this will be easier adjusted to fit your body shape.
For the exact measurements of any item, simply call or email our customer care team and a member of staff will be happy to help.
Can I order part of a costume?
Regrettably no, we are unable to split costumes.
Can I order two or more costumes to try on and return those that are unwanted?
We would prefer customers not to partake in this style of shopping. Not only does this cost us in administration time, additional bank charges are also incurred for refunding transactions. We would ask that, instead, you contact our customer care team who are extremely knowledgeable regarding all items on offer. A member of staff will be happy to discuss fit, colour, fabric and measurements for any item. This approach will also save you costs incurred for returning any unwanted item.
What are the washing instructions?
All costumes include washing instruction labels, some of which may include a machine wash. Many of the items within our collection include delicate fabrics such as velvet, leather and faux fur, while others are decorated with lace and metal accents. It is, therefore, our recommendation that all garments are either carefully hand washed or dry cleaned. We will not be able to remedy any product fault that results from a machine wash cycle, even when the manufacturer indicates this directive on labels or packaging.
Should I receive a confirmation email?
Yes, we send confirmation emails once your order has been completed and then again to confirm your order has been dispatched. The dispatch confirmation email will indicate an expected delivery date. Emails are sent to the email address supplied when you place an order. If you have not received any emails from us the most likely causes are:
You may have entered your email address incorrectly
Our emails may have gone into your spam box
I need my order by a specific date - will it arrive in time?
We offer a next day delivery service for all urgent deliveries. We also ask you to indicate the ‘date required’ during the checkout process. This date is always noted and we will make every effort to ensure your order is received before this date (see our delivery page for more information)
Can I change my order?
If we have not shipped your order it may be possible to amend it. To change your order please email us with your order number and details of the amendment(s) required. We will reply to your email to confirm if the amendment has been possible.
Can I cancel my order?
Yes. If the order has not been shipped, please telephone or email our customer care team, supplying your order number and the item(s) you wish to cancel. We will then cancel the order (or part thereof) with no charge to you and all monies will be refunded in full. If the order has been shipped you may still cancel the order up to seven days from receipt. We must be informed within seven days of your wish to cancel any order and items must be returned at your own cost. All monies will then be refunded, excluding shipping fees. Please see our returns policy for more information.
What are your office hours?
You can order online from this website at any time. Our customer care team are available to take calls Monday – Saturday (excluding bank holidays). We aim to respond to all emails the same working day. Any emails received after may not be responded to until the next working day.