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Help & FAQ

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.


You can also phone us Monday - Friday 9am - 5pm or Saturday 10am - 3pm, on 08 8258 5141. Our online live chat is also accessible during these times.

Help & Support

Our most common questions answered.

This often happens if you have not entered your address details in all the required fields before trying to place your order. Please ensure all required fields are filled in before completing your order.


If you are trying to checkout with Paypal and receiving an error message, please check over your delivery address details. This error message may occur if the required fields in checkout have not been filled in correctly.


If you are still experiencing trouble placing your order even after checking over your details in checkout, you can phone our friendly customer service staff on 08 8258 5141 to place the order over the phone.

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.

This is an automated system that sends you alerts when a product comes back into stock if you have signed up for the notification.

When we update our stock quantities, email alerts are sent to all customers who have subscribed to that product to notify them that the product is now available to purchase on our website.

You can contact us via the "contact us" page located on our website, click here.

We will respond to all emails within 1 business day, but usually much quicker than this.

You can also phone us between 9am-5pm Monday - Friday or Saturday 10am - 3pm.

Most of our suppliers require quite large minimum order quantities to place orders. Unfortunately this means we are unable to order in singular items.

You can contact our customer service team to enquire whether the item you are looking at is due to be re-stocked and they can look into this for you.

If you are looking at placing an order for a large quantity, please contact us as we may be able to place a special order for you depending on the location of the supplier.

Shipping and Delivery Information

All you need to know about receiving your item.

If you are in Australia you are eligible for receive free standard shipping on your order for $130+

Orders below $130 can choose standard shipping for a flat rate of $11.99 without insurance or $13.49 with insurance, express shipping for a flat rate of $15.99 without insurance or $17.49 with insurance or Toll priority for a flat rate of $18.99.

Orders qualifying for free shipping may choose an upgrade to express shipping or Toll priority during checkout.

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.

All Heaven Costumes orders are processed through our online ordering system and prepared for dispatch immediately after placing the order to ensure we uphold our same day dispatch (before 4pm Adelaide time) guarantee.

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 any form of order changes.

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 returns policy.

Yes, you can collect your order from our Adelaide store Monday - Friday between 9am - 5pm, Thursday 9am - 6pm or Saturday 10am - 3pm. To do this please:

  • Place your desired items into your cart, once you get to checkout you can choose the 'Click & Collect' option and then 'Continue to Payment'

  • Pay by credit card, Paypal, Afterpay, Zip or Klarna while placing your order online.

  • If you wish to pay by cash or eftpos in store, please select 'Pay in Store' as your payment method.

  • Collect your order between 9am and 5pm Monday - Friday, Thursday 9am - 6pm or Saturday 10am - 3pm from our store located at:

Heaven Costumes, 25 Fenden Road, Salisbury Plain, South Australia

Once your order has shipped, you will receive an email with your tracking number.

You can pop your tracking number into the Australia Post website here or Toll website here.

If you did not receive an email with your tracking number, please contact us and we will provide it to you.

For international customers, once your package has arrived in your destination country, you may use your tracking number on your local postal carrier website for up to date information.

Our system is set up to automatically send out order confirmation and invoice emails as well as 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 tracking number email it is possible that the email address provided has a typo in it. Please contact us and we can send the information to you manually.

We ship to most countries. To find out if we ship, simply add items to your cart and on the checkout page you will find a list of the countries we ship to under the country section of the address fields.

Please be aware that we cannot control any duties or delays imposed by your country's customs department.

Please also note that you will receive 10% off the entire order including shipping costs at checkout as our prices include GST which is not payable by our International customers.

Please visit our shipping information page for up to date delivery time details.

Shipping insurance will cover any in transit breakages may they happen or parcels that have been deemed lost in transit by Australia Post or Toll. This insurance is charged at a flat rate of $1.50 per order. 

If you have chosen the insurance option within checkout and believe you may qualify for an insurance claim due to in transit breakages or a lost parcel, please contact us so we can launch an investigation with Australia Post or Toll in order to process this claim.

Payment Information

Details about our payment methods and gateways.

Payment options will be listed on the secure checkout page, and include VISA or Mastercard, Paypal, Pay in Store (for collection from our Adelaide warehouse) and Buy Now Pay Later options including Afterpay, ZipPay and Klarna.

Please contact us via the "contact us" page if you have any questions regarding your order and any payment charges. We will respond to your questions within 24 hours on weekdays.

If you have not received your invoice via email, please contact us via the "contact us" page to have one sent directly to you.

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. Our prices may be lower than many competitors because our margins are low, this does not mean lower quality.

We are here to protect you and your hard earned dollars! For your security, we will ask for ID to be provided before processing any orders over $500.

After Sales Support Questions

Commonly asked after sales support questions.

Please contact us via the "contact us" page if your order has not been received within a reasonable time.

Please check your tracking information prior to contacting us to check where it currently is, it's possible that your parcel has been delayed in which case the tracking will advise you of this.

Our warehouse team often pack smaller items within larger items, such as costume packaging, to ensure extra protection during transit. Please look within the packaging of any costumes or larger items.

If you still cannot find the missing item, please contact us via the "contact us" page. We want you to be a happy customer and will endeavour to do what we can to ensure you are satisfied with our service.

If you have chosen the shipping insurance option within checkout and you have experienced an in transit breakage or the courier has deemed your parcel lost in transit, please contact us via the "contact us" page.

We will need to launch an investigation with Australia Post or Toll in order to process any shipping insurance claims.

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 14 days of receiving your purchase to arrange an exchange.

Please see our full returns policy here to find our what items cannot be returned.

If for any reason you are not happy, you are welcome to return your item/s to us within 14 days of receiving your order as long as they are unused and in the original packaging.

We also encourage customers to take advantage of our Store Credit + 10% option.

Please see our full returns policy here to download a returns form and read what items cannot be returned.

General Information

Common information on how to use our website.

At the top of the website page you can find a button that says 'Sign In' simply click this button and choose 'Create an Account' on the right hand side of the page. Once you have created the account, you will be prompted to confirm your account via email. If you do not receive an email straight away, please check your spam or junk folders. Once your account is confirmed, 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.

If you visit the 'Sign In' page at the top of the website, you can find a 'Forgot Your Password?' link. Simply click on the link to receive an email to reset your password.

If you are having trouble resetting your password, please contact us.

There are 2 main ways to find the item you are looking for.

1) Browse through the stores categories and use filters.

2) Use the search tool to find the item through keywords.

You can add to the shopping cart directly from the products page. For items that require a size, simply select the size you need and press the "add to cart" button below. For items without a size, you will simply need to only click the "add to cart" button.

Once you have clicked on the "add to cart" button to place the item in your shopping cart, a slider will appear on the right hand side of your page to show the item in your cart. You will also see a shopping cart icon at the top right hand of your page with a number indicating how many items are in your cart.

First locate the shopping cart icon at the top of the page on the right hand side, once you click the icon you will see a large pink button 'Go to Checkout', this will take you directly to the secure checkout for completion of your purchase.

First locate the shopping cart icon at the top of the page on the right hand side and click. Once the cart is open you can edit directly in slide out or press the 'View & Edit Cart' button at the bottom which will take you to an overall view on your cart.

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.

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.