At Fanrek.com we strive to offer 100% satisfaction to all our valued customers. We offer a refund or exchange/costume alternation for defective items, missing items, or items significantly different from our description.
As the costumes from Fanrek.com are all custom-made according to the customer’s measurements, we offer a fair and responsible return/exchange policy.
1, Wrong size, defective, missing items, or items significantly different from our store description.
Customer should contact us within 7 days of delivery of items and email us photos to support claims for replacement or refund. For costumes that are made to the wrong size, Fanrek.com will make a new costume for free – if it is determined that we made the error.
However, Fanrek.com is NOT responsible for sizing errors in custom-made costume if the customer has provided incorrect measurements. In this situation, the customer has the option to keep the original costume and receive a new item at 20% off the list price, or ship the costume back to us for revision ( at customer expense ); you will then be charged for revision cost only.
If you are not 100% satisfied with the items for any other reason, you may request a refund. Please note that only the list price for returned items will be refunded. Shipping costs are non-refundable.
The customer is responsible for returning items in their original condition within 2 weeks of delivery. Returns must be made through registered mail at the customer’s expense. Please provide an online delivery tracking number.
The following items Are Excluded from Return or Exchange Policy:
Costumes/Wigs that have been used or washed
Costumes/Wigs that smell of cigarette smoke or perfume
Costumes with stains
2. Order Cancellation/Change Order
Please check your order for custom-made costumes carefully before submitting. In the event that a mistake has been made on order that has already been processed, please email us within 48 hours after submitting, the order Cancellations or changes to the order will not be accepted after this time.
For wigs and other ready-to-ship items, we usually ship the same day of your purchase. We will make every effort to locate the package and make any necessary changes before it ships. If the order has already shipped, Fanrek.com will not be responsible for any additional cost to correct the order.
3. Incorrect Delivery Address
Fanrek.com ships all orders to the address provided by the customer. Customers are responsible for submitting all required address information. In the event that shipping information was incorrect or incomplete during the checkout process, Fanrek.com will not be responsible for any additional charges to reship or retrieve a package.