Customer Care - Heaven Costumes fancy dress costumes, wigs and masquerade masks online store.

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Customer Care

Customer Support and Information

We have compiled the most commonly asked questions below. Please have a look through and see if you can find a quick answer to your questions.

If you don't see an answer here or you would just like direct contact with us, click here to go to our contact page, or if we are online you can chat with us immediately. Just have a look at the 'Live Sales and Support' button near the top of the left column.

We can be contacted by phone during business hours Monday to Friday on:

Customer Support: 08 258 5141

Help and Support

How do I contact you?
You can contact us via the "contact us" page located in the storefront, click here . We will respond to all emails within 24 hours and usually much quicker than this. We also provide a live help chat feature, look for our 'online' logo in the side columns.

Our aim is to ensure that our customers are happy with our service and products and that you come back again and recommend us to your friends and family. We have 3 main ways to contact us.

Shipping and Delivery Information

How do I check the shipping cost on my items?
First add the items to your cart you wish to find shipping costs for, then locate the shopping cart basket in the right side columns of the store. In this box you will see a link to "calculate shipping". From this page you can enter your country and postcode to calculate the shipping cost on the items in your cart. If you are in Australia, your regular Australia Post postage cost is a flat charge of $9.95. You can then decide whether to proceed and complete the purchase.

When will my order ship and what are my shipping charges?
First add the items to your cart you wish to find shipping costs for, then locate the shopping basket in one of the side columns of the online store. In this box you will see a link to "calculate shipping". From this page you can enter your country and postcode to calculate the shipping cost on the items in your cart. Each of these shipping options will have a recommended time frame for delivery displayed. You can then decide whether to proceed and complete the purchase. Please note that orders within Australia are charged at a flat rate of $9.95 for regular postage.

How do I track my order? Has it been shipped?

Express Post.

You can check the status of your order by clicking into the "Order Tracking" section via the link on the top menu navigation bar. Here you will be able to see the status of your payment and the date we shipped your order as well as a tracking number if you selected Express Post. Your tracking number will be emailed to you when we ship your order. This number is entered into the Australia Post system, generally when your parcel enters you state. You can track it after 24 hours at: http://www.auspost.com.au/track/ .

Registered Post.
If you have selected to have your order sent by Registered Post, we will provide the 'registered number' dor this. This is not a trackable number but will help to identify your item once it has reached your local post office. In the unlikely event that your parcel is lost in the post, this number should also be helpful in tracing your package.

Regular Post and International Shipping.
We ship daily so your order will be posted immediately after we recieve payment for your order (Monday - Friday). We do not provide tracking numbers for regular post, international or registered post orders.

International Shipping?
We ship to most European, American and Asian countries. To find out if we ship to your country, first fill your shopping basket and locate the shopping cart basket on the side column of this site. Within this shopping basket there is a link called "calculate shipping". Once you click on this link there is a drop down list of countries to choose from, if your country is listed then our online store will ship to you. Please be aware that we can not control any duties or delays imposed by your country's customs department. Please also note that you will recieve 10% off the entire order including shipping costs at checkout as our prices include GST which is not payable by our International customers.

How quickly will I recive my order?
Within Australia, you can expect to recieve your regular post order within 1-6 days (slightly more for WA). Express Post (within Australia) is usually delivered the next day if orders are recieved before 3pm (Adelaide time). International post can arrive as quickly as 1 week and can take as long as 6 weeks, this will depend on your countries' customs regulations. We can not take responsibilty for any duties or taxes charged by your countries customs or other authorities. We ship each weekday.

You can check the status of your order by clicking into the "Order Tracking" section via the link on the top menu navigation bar. Here you will be able to see the status of your payment and the date we shipped your order as well as a tracking number if you selected Express Post. Please note that Australia Post do not provide online tracking for Express Post. If you wish to find out where your parcel is after we have posted it, you will need to phone Australa Post with your tracking number and they will look it up for you.

Payment Information

What are my payment choices?
Payment options will be listed on the third page of the secure checkout, and include Direct Bank Deposit, Money Order, Cheque, Credit Card (through Paypal), Paymate or Paypal Balance. At the base of the page there will be a drop down list to choose your preferred method. Our bank information for Direct Bank Deposits is also on this page.

I have a question on my charges.
Please contact us via the "contact us" page if you have any questions regarding your order. We will respond your your questions within 24 hours on weekdays.

I need a copy of my receipt/invoice
If your invoice receipt has not been received, please contact the us via the "contact us" page to have one sent directly to you.

When will my credit card be charged?
Your credit card is charged immediately on purchase, if your card can not be charged, the goods you ordered will not be sent.

Price
All prices are guaranteed to be fair and accurate in our industry market, they will not alter from the time of your purchase to the time you are charged. Our prices are lower than many competitors because our margins are low, this does not mean lower quality.

After Sales Support

My order never arrived
Please contact us via the "contact us" page if your order has not been received within a reasonable time. Our experience is that in 9 out of 10 instances of delayed delivery of parcels, they are sitting at the customer's local post office, so to speed things up, we recommend that you check your local post office first.

An item is missing from my shipment.
Please contact us via the "contact us" page if your order is incomplete or incorrect. We want you to be a happy customer and will endeavour to do what we can to ensure you are satisfied with our service.

Our Guarantee to you.
We are very confident that our high standards and quality will ensure that you are completely satisfied and hopefully thrilled with our products and service so that you will come back again and again.

Exchanges.
We take great care in providing correct and conservative measurements in our sizing guides, however we also recognise that things can go wrong. Therefore, we are happy to exchange sizes or styles of most things. Please note however, that we are unable to accept any returns of items of a personal nature (costumes and lingerie that includes any underwear and wigs). Please also note that we will only accept items that are unused /unworn and are in their original and undamaged packaging.

Refunds.
If for any reason you are not happy, Please contact us to arrange to return your order.You can then simply return your item/s to us and we will refund your money, no questions asked. Please note however, that we are unable to accept any returns of items of a personal nature (costumes and lingerie that includes any underwear and wigs). Please also note that we will only accept items that are unused /unworn and are in their original and undamaged packaging.

General Information

How do I create an account?
In the left side column of the store you will see a members box. In this box you can click on the link to go to the secure log in or account creation page. Once you have created the account, you can use this for future purchases where the items you place in your basket will be remembered even if you leave this online store and come back later.

I forgot my password.
On the edit page of your account, found via the "Members" box, there is a link called "Forgotten your password? Click here." This is where you can have your password emailed directly emailed to you.

How do I find my product?
There are 2 main ways to find the item you are looking for. 1) Browse through the stores categories. 2) Use the search tool to find the item through keywords.

How do I add to the shopping cart?
You can add to the shopping cart basket directly from the products thumbnail page or from the detailed page of a product. Next to the main image of every product there is a box titled "add to cart", within this box there will be a button which you can click on to add this item to the basket.

How do I know my item has been added to the shopping cart?
Once you have clicked on the "add to cart" button to place the item in your shopping cart basket, your page will refresh and the item will be added to your cart. You can then locate the shopping cart basket in the right side columns or top menu link to "Edit Cart" in the top menu navigation bar. Your items will be listed in the basket, you can also edit them further from here.

How do I get to the checkout?
First locate the shopping cart basket in either the right side column or the link to "Checkout" in the top menu navigation bar. When the link to "Checkout" is clicked on, it will take you directly to the secure checkout for completion of the purchase.

How do I edit my items?
First locate the shopping cart basket in either the right side column or the link to "Edit Cart" in the top menu navigation bar.

How do I know my order has been received?
Once an order is received, we will send you an order confirmation to email to the address you entered during our sites secure checkout.

Privacy Policy
We will not sell, share, or rent your information to others. This site collects information from our users at several different points on our website. We also ensure your privacy when posting your order, our packaging is discreet.

Security
This shopping cart has 128bit Secure Socket Layer protection, the highest level protection for internet sales. The checkout securely encrypts all payment information when a small padlock appears in the bottom right hand corner of your internet browser.