Conservative FAQ's? Keep reading below. Alternative FAQ's? Click here... you know you want to!
Customer Support and Information
How we can help you.
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.
You can also phone us Monday - Friday 9am - 5pm, Thursday until 6pm or Saturday 10am - 3pm, on 08 8258 5141. Our online live chat is also accessible during these times.
Help and Support
Our most common questions answered.
I'm trying to checkout, but your system won't let me!
This often happens if you have not entered your address details in full before trying to select a delivery method. Sometimes our system even likes you to choose a state you don't live in, and then click away from that area, then choose your real state, and again click anywhere on the page. If all the other address details are complete, you should be able to choose a delivery method!
Still not working? Let's troubleshoot.....
Check if the browser you are using is Internet Explorer 9? Many new and updated websites such as ours, use the latest HTML5 technology, which is much safer for customers. Unfortunately IE9 is not fully compatible with websites using HTML5 technology.
If you are not using IE9 and are still experiencing difficulties, you can give us a call on 08 82585141and we can place your order over the phone!
If you ARE using IE9, there are a couple things you can do. 1) Switch to using a different browser such as Google Chrome or Firefox. 2) Update your IE9 browser to the newest version. Keeping your browser updated is definitely a good idea! When you update, it means newer and more advanced security measures are installed in your system, so you get safer and faster browsing all round!
If you don't have time to do the above, you can still place your order and select 'pay by phone' during checkout, then give us a call to complete your payment. Or... just call and we'll do the whole order for you! Once we have completed your order, we can also talk you through the process of updating your browser if you wish.
There are items in my cart/on my purchase order which I didn't add?
If you find additional items in your shopping cart after adding a costume, that you definitely didn't add yourself, here's why: Our system is set up so that if you purchase a costume which has separate accessories included for example, masks, helmets, hats etc. they will appear in your cart as separate items with a price tag of $0. The reason we do this is because these accessories are often stored in a different location in our warehouse from the costume you are purchasing, in order to maintain the integrity of these products. When your costume has accessories included, we don't want to accidentally oversee them and forget to send them to you along with your costume, so they are automatically added to your shopping cart, your order and to your invoice. We use your final order as an itemised list to collect all the parts of your order, by having the included accessories mentioned on your order, we can ensure that all necessary items are sent. You aren't getting charged any extra, the included accessories are still part of the original price of your costume.
Email Me When Back In Stock
This is an automated system that sends you alerts when a product comes back into stock. You need to be logged into our site to subscribe to a 'back in stock' alert.
When we update our stock quantities alerts are sent to all customers who have subscribed to that product alert so it is still possible that by the time you visit the product it will again be out of stock! This depends on how many people were waiting on the product and how many came back into stock.
If you don't want any more alerts:
From the bottom of a notification email, click on 'unsubscribe me from alerts', this will take you to our account log in page, then log into your account and unsubscribe.
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 but usually much quicker than this. You can also phone us between 9am-5pm Monday - Friday or Saturday 10am - 3pm.
Shipping and Delivery Information
All you need to know about receiving your item.
How do I check the delivery cost on my items?
If you are in Australia you will receive Free Shipping for orders $99+. Orders below $99 can choose standard shipping for a flat rate of $9.99, or express shipping for a flat rate of $12.99. Orders qualifying for free shipping may choose an upgrade to express shipping during checkout with the $12.99 charge incurred. International customers may enter their delivery address details at the checkout stage, where the shipping options and charges will become available to you to choose from prior to completing your order.
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.
Due to the speed at which orders are prepared and dispatched, 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 Refunds Policy.
Can I pick up my order from your warehouse?
Yes, you can collect your order from our Adelaide warehouse Monday - Friday between 9am - 5pm, Thursday until 6pm or Saturday 10am - 3pm. To do this please:
Place your order and select 'Warehouse Pick Up' as your shipping method.
Pay by credit card while placing your order online.
If you wish to pay by cash, please select 'Pay on Pick-up' as your payment method.
Collect your order between 9am and 5pm Monday - Friday, Thursday until 6pm or Saturday 10am - 3pm from our warehouse:
Heaven Costumes, 25 Fenden Road, Salisbury Plain, South Australia
How do I track my order? Has it been shipped?
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 posted your order as well as a tracking number if you selected Express delivery. Please note that Australia Post only provide online tracking for 'Express' deliveries. If you wish to find out where your parcel is after we have posted it, you will need to visit Australia Post online at http://ausposttracking.com.au/ and use your tracking number . Deliveries within the Adelaide metropolitan area may also be made using APD couriers. Estimated delivery times remain the same. Tracking information for deliveries via APD couriers can be found at http://online.apdparcel.com.au/track/
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 cart there is a link called "international shipping quote". 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 cannot 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 receive my order?
Standard delivery in Australia will occur within 2-6 business days*. Express delivery (within Australia) is usually delivered the next day if orders are received before 4pm Adelaide time, more remote locations or areas not within Australia Post's overnight delivery network, will take up to 3 business days for delivery. 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 cannot 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.
Details about our payment methods and gateways.
What are my payment choices?
Payment options will be listed on the secure checkout page, and include VISA or Mastercard, Paypal, Pay by Phone (using credit card), Pay on Pick Up (for collection from our Adelaide warehouse) or Afterpay - Interest Free payments.
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 to 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 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.
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 Questions
Commonly asked after sales support questions.
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.
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. Please contact us within 7 days of receipt of purchase to arrange an exchange. Please note: For health reasons, we are unable to accept return of items such as wigs and intimate apparel unless they are faulty, this includes any costumes that come with underwear. **Important - during our 'busy season' we are unable to process exchanges due to our extremely high product turnover. During these times we ask that customers place new orders for their alternate items and send unwanted products back for a refund as per our refunds policy**
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 within 30 days of receiving your order, unused and in the original packaging and we will refund your money, no questions asked. Please Note: For health reasons, we are unable to accept return of items such as wigs and intimate apparel unless they are faulty, this includes any costumes that come with underwear. Please complete and follow the instructions on your 'Returns Form' for faster processing.
Common information on how to use our website.
Can you order in something I want?
While there are some products we can source form within Australia, the vast majority of our products come from USA or UK. Costumes being seasonal in these countries, are produced one time per year in time for Halloween in their own countries. We place very large container sized orders with these suppliers 1 to 2 times per year, where we get everything that they have available at that time. Delivery rates (what they have in stock compared with what we need and are out of stock in) are about 30% from November to June and 70% in time for Halloween each year. In any year, there is no guarantee that a manufacturer will even produce a certain product, and of course every year, there are 1000's of discontinued products which are then replaced with new products.
So, the answer is..... we can order some things in, but most costumes are not available via 'ordering it in'. So, do ask! But also look at alternatives, because once most things go out of stock, they stay that way for many months until they become available again from the suppliers.
P.s. Once ordered, our overseas orders take about 8 weeks to arrive in our warehouse however, local Australian supplier orders can usually be delivered to us within a few days to a week.
How do I create an account?
In the right 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 to you.
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 - there's really only one reason why! YOU MADE A TYPO!!
Please ensure you cross all your T's and dot all your I's when entering your details! If you have mistakenly entered the incorrect email or any other details for your account - please contact us to rectify any issues so you can continue to receive important information about your order.
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", clicking on this button will take you to size options if applicable, where you can select the size required and proceed to "add to cart" again, or if size selection is not relevant the item will be added straight to your shopping cart.
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 "view 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 "view cart" in the top menu navigation bar. Once you are in your shopping cart you can edit quantities or remove items from your basket.
How do I know my order has been received?
Once an order is received, we will send you an order confirmation via email to the address you entered during our sites secure checkout.
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.
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.