FAQs

How do I sign up to sell a costume?

Click the “Sell a Costume” button in the top menu or the Quick Links menu at the bottom of the CostumesXchange website.

I forgot my seller login password. How do I reset it?

Click the Forgot your Password button on the Seller Login page.

Do you allow guest checkout?

Yes. You can choose not to create a profile, but you are recommended to do so as all your delivery details will be saved in your account. Any future purchases that you make will become much faster and simpler.

What are Delivery options?

Each seller chooses how delivery will be charged for their items. They can choose between free shipping, set shipping rates, or rates calculated at checkout based on your location. Please contact the seller if you have questions or requests about shipping methods.

How do I arrange local pickup?

Local pickup is not an option supported through the site. Once you have purchased an item, you may contact the seller if you have questions or requests about shipping or pickup.

Will I be charged any fees for making a purchase?

Buyers will not be charged any admin fees by CostumesXchange. However, Buyers are responsible for all other related charges and taxes (including shipping and customs) related to the purchase including and not limited to charges invoiced by the seller, freight forwarders or by the tax authorities. Any charges the Buyer is expected to pay should be listed in the item price or shipping charges prior to checkout. Once checkout has been completed, the Seller may not request additional fees or charges to ship the item.

Are there any subscription fees or listing fees on CostumesXchange?

There are no listing fees or subscription fees charged, so you can list as many item as your like. However, Sellers will be charged a commission fee for each sale based on the sum of the sale price, sales tax, and shipping fees. CostumesXchange will cover credit card transaction fees.

How do I know that my online payment is secure?

CostumesXchange uses Secure Socket Layer (SSL) technology which ensures that all connections on CostumesXchange’s server remain encrypted. This explains why the website address begins with “https” instead of “http”. Please click the “padlock” icon on the web browser for more details on the security certificate. CostumesXchange also does not store any credit card details and payments are processed through Shopify Pay, who handles all your financial data securely; no one can access it, not even us! Sellers do not receive credit card information either.

Can I cancel my order and get a refund?

All sales made on CostumesXchange are considered to be final and binding. Thus we do not accept any order cancellations once the order has been paid. Please contact the seller directly if you need to have your order cancelled. It is up to the seller’s discretion whether they will allow a cancellation and provide a full refund excluding any transaction fees that have already been incurred. In addition, do note that the admin fee collected from the seller by the CostumesXchange is a fixed commission for facilitating a sale and thus will not be refunded. However, in rare cases where the actual item has significant discrepancies from the item description or is undelivered, please refer to our dispute policy.

I did not receive my item, what am I supposed to do?

If you did not receive an item, you need to make a report to the seller by contacting him/her directly. The seller should address your concern and provide updates on the delivery of the item and its tracking information. If you find that the seller’s response is unsatisfactory, CostumesXchange will step in to mediate. You should always communicate through the admin so that you will be protected by our Terms of Service.

The item condition has significant discrepancies from what was stated in the item description. Am I able to get a refund?

If there are any significant discrepancies in the item, you should contact the seller directly. The seller will address your concern and offer a solution, such as offering a replacement or trading for another item.
If both you and the seller have agreed on returning the item, you should take note of the following.

• You must return the item in the exact same condition in which it was received.
• It is your responsibility as the buyer to pay for the return cost of shipping.
• You, as the buyer, need to pay for any customs charges incurred on the returned item.

If you are unsatisfied with the resolution provided by the seller, you can request CostumesXchange to mediate for you. As part of the mediation process, the admin will review the chat history, item description, photos of the item provided by both you and the seller, and any other information about the item that you and the seller have provided. You should always communicate through the admin so that you will be protected by our Terms of Service.

Why can’t I log in to my seller dashboard?

If you can’t log in to your seller dashboard, it might be because you have been removed from CostumesXchange for violating our Terms of Service. You can raise a case by contacting CostumesXchange directly.

What items are prohibited on CostumesXchange?

This policy is part of our Terms of Use (insert link). By selling on CostumesXchange, you are agreeing to this policy and our Terms of Use.
CostumesXchange requires all sellers and users to abide by the laws of the jurisdictions in which you are operating and selling. If you are shipping items across international borders, we expect all members to follow the local laws of both the exporting and importing countries.
Therefore, even if an item is illegal in one country but legal in another, it would still be strictly prohibited in CostumesXchange. CostumesXchange does not allow any listing that through images or descriptions facilitate or promote illegal acts when applied under a specific context.
CostumesXchange expects all users to only list items that are legal. All items must not present legal risks to our community, be inconsistent with CostumesXchange values or harmful to our members.

Why is my product deleted/banned?

If any product does not adhere to the product policies in our terms of use, CostumesXchange reserves the right to delete/ban it to maintain a comfortable environment for all users.