Costume Palace answers your questions
Would you like to learn more about our shop and how to order? We appreciate your interest. Below, we've compiled the most frequently asked questions and answered them in detail.
You can reach us:
Monday to Friday from 9:00 a.m. to 5:00 p.m.
by phone at 07141 702 4472
by email at [email protected]
Pick-up times (Mon.-Fri.) on the day of the order from 3 p.m. to 5 p.m. or the following day from 9 a.m. to 5 p.m.
If you would like to collect goods directly from us
We do not have a retail store. Items ordered online can be picked up from our warehouse. Please note that only cash payments are accepted. Pickup times (Mon-Fri) are from 3:00 PM to 5:00 PM on the day of your order or from 9:00 AM to 5:00 PM the following day. Fitting is available upon request. Different times apply during the carnival season (Saturdays from 10:00 AM to 4:00 PM).
Please place your order online in advance so we can have the goods ready for you. Thank you.
Note on our safety labels
We would like to inform you that we label our products with a security label for quality assurance. The labels are attached in clearly visible places, so that wearing or using the product is only possible by cutting them off. The labels do not interfere with fitting. This ensures that every customer receives only unworn items from us.
All items that are shipped are checked by us in advance for completeness and defects.
Additional information for traders
Business owners generally have no right of return.
Would you like to use our costumes for commercial purposes? Please note that our licensed costumes may not be used publicly for sales promotion purposes. The licensors expressly prohibit this and will issue legal warnings for any misconduct. If you wish to use licensed merchandise for a public commercial event, you must obtain permission from the respective license holder. Please also be careful not to publish any images online that depict licensed costumes or licensed accessories from our range if you operate a commercial website.
Ordering advantages at Kostümpalast
- Fast shipping even without express
- Secure payment methods
- Shopping without registration
- telephone product advice
- Money back – No voucher
- No minimum order value
- We are Trusted Shops certified
Here is a list of frequently asked questions:
1. General questions about the ordering process
Do you need help with your order?
You didn’t receive an order confirmation?
Is there a minimum order value?
2. Questions about payment methods and payment deadlines
You would like to pay in advance and need the bank details?
You did not meet the 7-day payment deadline?
What payment options are available within Germany?
3. Questions about delivery times and shipping methods
4. Exchange, return and refund in Germany
Do you have questions about exchanges and returns?
When will my refund arrive?
5. General questions
Availability of items
Have you forgotten your password at Kostuempalast.de?
You have placed an order – now the item is “no longer available”?
What does one size mean?
You didn’t receive an order confirmation?
This can have the following causes:
- The email address was not entered correctly when ordering.
- Your mailbox is full and the order confirmation could not be delivered.
- The order confirmation is in your spam filter; please check there first. The folder is called "Suspected Spam," "Spam Mails," or "Unwanted Emails."
- It's possible that the order hasn't actually been sent because you registered as a new customer but haven't submitted the order. Please check your shopping cart: If the items are still there, your order isn't complete.
We require the correct email address for redelivery, so please send a short email to [email protected], including the orderer's name. We will then promptly send you a copy of the order confirmation. When making a bank transfer, please be sure to include your online order number.
Is there a minimum order value?
No, there is no minimum order value. Postage is €5.99 per delivery.
You would like to pay in advance and need the bank details?
Once you have submitted your order, you will automatically receive an order confirmation from us via email. There you will find all payment information, including our account details. Please be sure to include your 6-digit online order number on the transfer form. If the orderer and payer do not match, we cannot assign the payment without the order number.
Bank details:
Payee/Account holder: Kostümpalast GmbH
IBAN: DE50600501010008025324
BIC: SOLADEST600
legible version for better copying
IBAN: DE 5060 0501 0100 0802 5324
BIC: SOLA DEST 600
Bank name: BW Bank Baden-Württemberg
Purpose: Internet order no.
Please note that we do not cover foreign fees (bank charges). For payments from abroad, please use the inexpensive and fast SEPA method (no international transfer). When making your transfer, please indicate "no fee sharing." Otherwise, we will charge you for the fees, which will delay shipping. Please always pay the final amount shown on your order confirmation.
You did not meet the 7-day payment deadline?
If you have already received a reminder, please call or send an email to [email protected] to check whether your order is still available. During peak season (January/February), orders are deleted after 7 days.
General questions
Availability of items:
Due to unpaid orders, many items are in stock that cannot be ordered because they are reserved for another customer. Orders that are not paid within 7 days are released for online sale again. This means that items that were temporarily unavailable are constantly being returned to stock.
Especially during the peak season (January/February), there is a lot of stock in circulation due to a large number of selection orders, so that large quantities of costumes are not available at short notice. Click on the link “NOTICE" as soon as the item is available again or check back often – one or two items are sure to be back in stock at short notice.
Have you forgotten your password at Kostuempalast.de?
If you have forgotten your password, you can click on "Request Password" at the top of the page under "Login" to request a new password. We cannot provide you with your password by phone or email, as these details are not accessible to us for data protection reasons. Your password will be resent via an automated email system.
You have placed an order – now the item is “no longer available”?
If you were able to place an order, there was probably only one item left in stock. The item was marked "only a few items left." Since you were able to place the order, the item is now reserved for you and can no longer be ordered by other interested parties. Therefore, the item is then displayed as "no longer available."
What does one size mean?
One size means that the manufacturer doesn't offer different sizes, but only one standard size. This size is meant to fit multiple sizes. We provide more precise measurements or sizes. This can be either SM, L-XL, or 40-42. It's best to measure a flat item from your closet. This way, you can ensure that the item you order will fit.
