FAQ's - Quick & Easy!

Quick and Easy FAQ's

Find answers to commonly asked questions below.

Are you a shop, or not a shop?

Learn about our online and virtual store.

Where are you guys?

Our fabulous (and the best) costume store operates out of Adelaide, South Australia.

Have you guys got a shop?

Not a traditional one with racks and items on display, but one with over 120,000 products in stock in our distribution warehouse. We are a walk-in online virtual costume shop where you can buy anything on our website, in person! Find more about our walk in store here.

No shop!? How do I find out what costumes, masks, wigs & accessories you have?

By browsing through our totally brilliant website www.heavencostumes.com.au

You can browse in the comfort of your own home, from your mobile if you're hanging out in your car, or come and visit us and make use of our customer computers! So feel free to pop in!

Can I come and have a look?

Yes... and also no! Considering we have everything stored in our warehouse in a very organised manner allowing us to find things, it means you can't meander through hanging racks and shelves and stuff! But all items in stock on our website are all here so, once you've had a browse using our customer computers, or if you already have an idea of what you're after.... we'll go and fetch it for you from 'out the back' so you can see what you're buying first, and take it away on the spot if it ticks all the boxes!

This means that instead of only having around 10,000 products like a regular shop, we have over 120,000 products right here available to you immediately! That means that on average, for every 1 product you can choose from in a 'normal' shop, we can offer you 12 different varities!

Opening hours please?

Our office and warehouse is open Monday to Friday 9am-5pm, Thursday 9am-6pm and Saturday's 10am-3pm, at 25 Fenden Rd, Salisbury Plain, South Australia. Our online live chat is also accessible during these times. 

Contacting a Real Live Person!

Questions? Find out how to reach us.

Can I ring you?

You sure can! Here’s our phone number – 08 8258 5141.

I'm ringing but nobody's answering the phone?

Our customer service line is accessible between the hours of 9am-5pm Monday-Friday and Saturday 10am-3pm. During our peak busy season from August to November, our phone wait times may extend however we always have someone available to speak to during business hours.

Can I email you?

Absolutely! We endeavour to answer all emails within 24 hours on weekdays. Here's our email address - service@heavencostumes.com.au

Pick Ups

Organise pick ups from our Adelaide warehouse.

I don't have time to have something posted, can I pick something up?

Absolutely! You can even save yourself some time and place a click and collect order before coming in so the stock is reserved for you and ready when you get here! Or just come on in and our super friendly shop staff can help you find the perfect fancy dress outfit!

This is where we you will find our walk in store: 25 Fenden Road, Salisbury Plain SA.

When can I pick up my click and collect order?

We endeavour to have all new click and collect orders printed and collected each morning. Once your click and collect order is ready we will send you an email to let you know. If you come in store before receiving an email, that's fine too! As all of our stock is on site, we can quickly grab your order for you while you're here.

What time do you close, I need to pick up my order?

You can come and get your click and collect between 9am and 5pm, Monday to Friday, Thursday 9am-6pm and also Saturdays between 10am and 3pm.

Are you guys open on weekends?

Our physical store is open each Saturday 10am-3pm. Our online store is open 24/7 so you can shop for costumes whenever you want!

Getting the Size Right!

Learn how to find the best fit for you.

I found the costumes I want, can I try it on?

Due to the way our store is set up, we unfortunately do not have try on facilities however our staff are more than happy to show you each costume in person to look at sizing and we have tape measures on site. Each costume has it's own size chart with measurements and recommended dress sizes meaning we can help you find the perfect fit using our in house tape measures. By not having change rooms on site, we also don't have to allow for stock loss or damage from being tried on or being on display - for you, that means we can keep our prices lower. 

How am I supposed to know what size costume I should get?

Click on the costume you like on our website and have a look at the size & measurement chart, then compare what you see with your own measurements. Easy peasy!

What if I don't know my own measurements?

Grab a tape measure and measure away! We have tape measures available on site for customers to use. If you're at home and don’t have one… a piece of string and a ruler can do the trick!

Does the costume I'm interested in come in a different size?

Usually not… whatever sizes you see available on the website is what’s available! You can always call us to double check though.

Are Your Costumes Good Quality or Cheap?

Learn about our varying costume quality.

That’s a fair question, the answer is – they can be both! Sometimes we don’t want a $100 costume, sometimes we want something cheap so we can slash it all up and turn it into a Halloween costumes. Other times we want something of better quality, because we are socialites and want to look the best of the best! Lots of different things depend on how a costume is going to hold up. Another big question – does it even look like the photo? Read on below and we will answer all your commonly asked questions about product quality.

Official quality ranking system!

During the listing process, we go through every single item and make an overall decision on whether it’s quality is budget, moderate, high or deluxe. You can find all the information on our quality ranking system at the following link here.

You get what you pay for.. myth or truth?

Myth and Truth! A lot of costumes and accessories are manufactured with licensing behind them. Unfortunately due to high licensing costs, these products will generally incur a higher cost price. This means the price point will be higher than a non-licensed product even if the quality is the same or sometimes even lower! We endeavour to make a note of licensed products in the product description so customers are aware that the product they are buying holds an official license. 

How do I look after my costume, can I wash it?

We do not recommend machine washing any costumes. Although some costumes are of a very high quality with deluxe fabrics being used, they are still 'costumes' and should be treated as such. Costumes are not manufactured to withstand the same wear or cleaning processes as you would expect from everyday clothing. They are also not designed to be worn on a daily basis like clothes are, so naturally the integrity of the product will not meet the same standard as clothing you can wash over and over and over again. If you do find you have marked or soiled your costume in some way, we recommend gently wiping or dabbing the area with a slightly moistened cloth or sponge. Due to the nature and purpose of costumes, we cannot guarantee an upholding of original quality if the costume has undergone any form of cleaning process. We will also not be held responsible nor liable for any damage caused to costumes by being washed.

I found the perfect costume on your site- now I can't see it.

Possible reasons for disappearing products.

There is generally only one reason for this:

  • The item you were looking at has been bought by someone else and is now out of stock. Once a product sells out, it will remove itself from the website so our stock range stays 100% up to date all of the time!

What if I Want THIS Costume?

How to know if we have a particular costume.

I saw the world's greatest costume on Google the other day, have you guys got it?

If you can’t find it on our website then generally it means we don't have it. We recommend using the search bar at the top of the page to check if we have what you are looking for.

I wasn't fast enough and the costume I wanted sold out - when will it be back?

This depends on where we buy the stock from. Some of our costume suppliers are located in the US which means we can only receive a delivery once a year. Most suppliers are located in Australia meaning we can re-stock mulitple times a year (depending on their availability) - We recommend hitting the 'email me when back in stock' button on the costume you are interested in, once that item gets re-stocked, you will receive an email to notify you. You can also contact our friendly customer service team and they can check whether or not we currently have something on order.

What if I saw it cheaper somewhere else?

Unfortunately we do not hold a price match policy. The reason for this is that there is no way to ensure that the products being shown on another website are the legitimate product we carry. There are many websites that use legitimate product photos but sell cheap knock offs and even some of the more reputable online stores have been caught out for it. There also may be a difference in which supplier they have purchased from and at what price they purchased it for. While we can’t offer you a price match, you can locate our current discount coupon codes and promotions at the following link:

Take me to discount coupons please!

Where's My Order?

Find out how to check your order status.

I didn't receive an order confirmation or tracking number?

Our system is set up to automatically send out emails and tracking numbers. When placing your order through our website you would have been asked for your email address so this information can be sent to you. If you didn't receive an order confirmation, or shipping/tracking number information after placing your order it's possible you made a typo when entering your email address. Whilst we cannot change an email address currently allocated to an order, we are happy to send through your order confirmation or tracking number manually if you contact us.

How long until my dress up costume gets here?

We work around the clock all day long and make sure that every order placed before 4pm (Adelaide time) gets in the post that day. Express delivery will get to most places in Australia within 1-2 business days. You can check all shipping information here.

How do I know if you've sent my order?

We will send you a tracking number via email once your order has been shipped. If you did not receive your tracking number, it's possible that you made a typo when entering your email address. You can contact our friendly customer service team and they can look into this for you.

I can't log in to my account?

You can track the history and progress of any orders you've placed by logging in to your account if you registered at the time of placing your order. If you are experiencing difficulties with logging in please contact us and we can look into it further for you.

Where's my parcel?

We recommend grabing your tracking number from your email and go to either Australia Post (starting with G69) or Star Track (starting with 9CZ) and tracking your order to see where it currently is in transit.  Please note that not all delivery drivers will leave an attempted delivery card if they have tried to deliver. If they have taken your parcel back to the post office, your tracking will provide this information. If you feel your delivery is taking longer than expected, please reach out to our customer service team who will look into where your order is.

Can I cancel my order?

All Heaven Costumes orders are processed through our online ordering system and prepared for dispatch immediately after placing the order. We pride ourselves on the speed at which orders are processed and dispatched, to guarantee fast and timely delivery of all orders to our valued customers and uphold our same day dispatch guarantee. Due to this, we are unfortunately not able to accommodate order cancellation requests.

All orders will continue to be dispatched daily, Monday to Friday business hours. If for any reason, you no longer require an order, you can await the delivery of your order and you may then return your parcel for a refund, as per our refunds policy which can be viewed at the following link: View full refund policy.

What if my costume doesn't fit or I don't like it?

If for any reason you are unhappy with your costume, you are welcome to send it back to us within 14 days of receiving it, for a store credit, exchange or refund. Please read our returns policy here prior to returning your order.

I received my order and it's broken! What do I do?

We will endeavour to resolve any issues to the best of our ability and depending on what the product is. Please contact our customer service team regarding any faults or broken items. We may ask for images of the fault to determine what we can do for you. If your item was damaged during transit and you have chosen the shipping insurance option in checkout please let us know so we can process a claim for in transit breakages.

Troubleshoot, Help!

How to fix common website issues.

There's stuff in my shopping cart that I didn't put there!

If you find additional items in your shopping cart, that you definitely didn't add yourself, please keep reading. Our system is set up so that if you purchase a costume which has separate accessories included eg. masks, helmets, hats etc. they will appear in your cart as separate items - but don't worry, you'll see that they have a price tag of $0. The reason we do this is because quite often these accessories are stored in our warehouse in a different area from the costume you are purchasing, because we don't want them to get squished or broken! To make sure they get sent along with your costume, they are automatically added to your shopping cart, your order and to your invoice. We use your final order to collect all the bits and pieces we need, by having the included accessories mentioned on your order. You aren't getting charged any extra, the included accessories are still part of the original price of your costume.

I can't checkout!

There could be a number of reasons why you may not be able to place your order. The most common reason is that the required fields in check (fields marked with *) have not been filled in correctly, if this is the case, our system will not allow you to place your order. Please check all the required fields are filled in. If you are still having trouble, please contact our customer service team who will help troubleshoot any issues you are having.

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