Returns & refunds

You can return any item within 30 days of delivery for a full refund of the price you paid. That's longer than the 14-day right of withdrawal EU law gives you, and includes it.

For hygiene reasons, costumes, masks and accessories must be unworn, with their tags and packaging. Trying something on to check the fit is fine.

Email agents@nembrix.com with your order number and what you'd like to return. We'll reply within one business day with the return address and instructions.

Please don't send anything back before hearing from us. Returns go to our partner's returns centre rather than to us, and the address depends on the item.

If the item is faulty, not as described, or we sent the wrong one, we pay. We'll send you a prepaid label or refund your postage.

If you've simply changed your mind, you pay the return postage. Use a tracked service: until it reaches the returns centre, the parcel is your responsibility.

We refund you within 14 days of the returned item arriving (or of you showing us proof that you sent it, if that's sooner), to your original payment method.

If you return the whole order within 14 days of delivery, we also refund the standard delivery charge you paid. After that, delivery charges are refunded only when the return is because of a fault or our mistake.

Your bank may take a further 3–10 business days to show the money on your statement.

Worn or washed costumes, masks and accessories, and items returned without their tags or parts, unless they're faulty.

Damage caused after delivery, such as tears, stains or a punctured inflatable.

Change-of-mind returns requested more than 30 days after delivery. Faulty items are still covered by your legal guarantee; see Faulty items.