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FAQs

Good day!

we are pleased that you want to inform yourself about our order terms. Below you will find a selection of the most frequently asked questions and answers we made for you.

You can contact us
Monday to Friday
from 9.00 a.m. to 5.00 p.m


by phone
0049 (0)7141 702 4472
via e-mail
info@kostuempalast.de


We don't have a store, only a warehouse. Please order in advance. You can come by and pick it up. Only payment in cash possible.

Pick-up time on day of order 3.00 p.m. - 5.00 p.m. or on the next day 9.00 a.m. -5.00 p.m.

Please make an order on the internet up front so you can see the prices and choose the appropriate sizes. Thank you.

We would like to inform our clients that we put a security label on our costumes for quality assurance. The labels are on  easily visible spots so wearing or using the products is only possible by cutting the labels off. They won't be in the way while you try the costumes on. Please only remove zhe labels if you choose to keep the ordered items and don't want to send them back. We will only send you unused and flawless goods and request that you handle the articles with care if you want to send them back. All goods which are sent out are inspected for completeness and obvious defects.

Additional information only for business and industry
You would like to use our costumes for commercial purposes? Please note that our licenced costumes must not be used for sales promotion in public. The licensorsprohibit that specifically and issue a formal warning by lawyers for every misconduct.  If you want to use licence articles for a public commercial event you have to get the permission from the respective licensor.
Be particularly careful not to use photos on the internet which show licence costumes or accessory from our product range when you own a commercial website.


 A list of frequently asked questions:

1. General questions about the order transaction
You need help with the order transaction?

You forgot your passwort on kostuemplast.de?

You did not receive an order confirmation?
You placed an order - now the article is "not in stock“?


2. Questions concerning payment methods and time limit

You want to make a payment via wire transfer and need the bank details
?
You have not met the time limit for payment of 7 days?

Which payment methds are there within Germany?


3. Questions about shipping time and methods

You have questions about your order?

How long are delivery times within Germany?

You have questions about the different delivery methods e.g. express within Germany?

You have questions about delivery costs within Germany?

Is delivery to a DHL packstation possible?

Are you not at home during the day and need delivery to an alternate address or do you look for another option for delivery?


4. Exchange, return  and refund in Germany

You have questions about exchange and return?

Where is my refund?


5. Guarantee


6. General questions about certain products

You're looking for a STAR WARS children costume over size 152?

What does One Size mean?

Availability of articles


7. Shipping costs, handling and delivery within Europe, Switzerland and Liechtenstein
You have questions about shipping costs within Europe?

You have questions about payment methods within Europe?

You have questions about shipping to Switzerland or Liechtenstein?

You have questions about customs clearance Switzerland or Liechtenstein?

You want to send back goods from another country than Germany?



 



1. General questions about the order transaction

You need help with the order transaction?

Display Cart & Order Transaction


First choose the article you want to order and the desired quantity, the press the button "order" next to the shopping cart icon.  The goods are now placed into your shopping cart which is shown on the right upper side of the website. As soon as you want to finish your purchase click on the "display cart" button. You now see your filled shopping cart and can still make changes (e.g. increase quantity or delete products). A common error can be that the desired quantity is not in stock. You can only order the amount that is actually in stock. Where necessary you can ask for the delivery date at info@kostuempalast.de. To purchase the articles in your shopping cart please click "continue to next step".
 
Option 1
If you already have an account at kostuempalast.de, you just need your user name and password. In case you lost your user dates you can request them again by clicking on "Forgot password".

Option 2
Here you can create a new account which has some advantages already before you place an order.
A client account at kostuempalast.de has the following advantages:
- Management of your address dates
- Tracking of your orders
- Order history
- personal wishlist
- Newsletter subscription - please uncheck the box if you don't want to receive a newsletter.
 
Option 3
You enter your address dates once and order without registration.
 
If you click on the button "continue to the next step" your order transaction will go ahead. Please enter your billing address and when necessary an alternative delivery address on the second step. In case you wish delivery to a DHL Packstation please enter the dates at the delivery address. Please make sure your data is correct. If your e-mail address is not correct we can't send you an order confirmation or the tracking number of your shipment.

In case you encounter any problems:

The error can be that your address data is not filled out completely. You have to fill out all fields with a *. If you already have an account and did not log in you can't make an order with the same e-mail address. Then please use another e-mail address, log in or request a new password.
Only enter a recipient's name which is on the door plate. Please check the address for errors, especially house number and postal code.

At the third step you can decide what delivery and payment terms you would like to have. Only the available payment methods are displayed.
Please read and acknowledge the general terms and conditions before you complete your order by ckecking the box and clicking the order button. Now you're finished - your ordered goods will be delivered 1-2 days after receiving of payment (within Germany).
 
 
You forgot your password on kostuempalast.de?

If you forgot your password you can request a new one by clicking on "Forgot password" on the right upper site of the home page. We can't tell you the date by phone or via e-mail because we don't know them due to data security. The new delivery of the data is sent with an automated mailing system.


 You did not receive an order confirmation?

This is generally caused by one of the following reasons:

- Your e-mail address was not entered correctly during the order transaction
- Your mailbox is full and the order confirmation could not be delivered
- The order confirmation ended up in your SPAM file
- Possibly your order was not completed because you registered as new client but did not place the order correclty.

If you did not confirm the general terms and conditions and your address data, you did not place an order. Your items should still be in the shopping cart.

For sending out the confirmation again we need your correct e-mail address. Please send us an e-mail at info@kostuempalast.de with the name of the customer. We will send out a copy of the order confirmation immidiately. When paying via wire transfer please state the order number.

You placed an order - now the article is "not in stock"?

If you could place an order there sure was only one piece in stock. The article was marked "low stock". Because you could place the order the article is now reserved for you and can't be ordered by other potential customers. That's why the article is now out of stock.



2. Questions concerning payment methods and time limit

You want to make a payment via wire transfer and need the bank data?

After you placed the order you will get an order confirmation via e-mail. There you will find all details for payment, also our bank data. Please state the order number consisting of 6 digits when making a wire transfer. If buyer and payer are not the same person we can't refer the payment without this number.
 
Bank details:
Depositor: Kostümpalast GmbH
Bank name: BW Bank Baden-Württemberg
Account number: 802 53 24
Bank code: 60050101

For payments from outside of Germany:
BIC: SOLADEST600
IBAN: DE50600501010008025324

Please keep in mind that we won't pay bank charges for payments from a foreign country.  Don't indicate splitting of fees when making a wire transfer. This costs as well as missing postage costs will be demanded later and delay shipping. Please always pay the  amount stated on the order confirmation.

You have not met the time limit for payment of 7 days?

Please call us or send an e-mail to info@kostuempalast.de, to clarify if your order is still there. During our peak season from October until February orders will be reserved only for 7 days. Outside that time period a cancellation happens after 10-14 days.

Which payment methods are there within Germany?

Pay easily, securely and comfortably. We offer different payment methods:

Prepayment:
Payment via wire transfer
Goods are shipped after we receive payment.
Shipping of your ordered items takes place as soon as we have your payment on our bank account. You will receive our bank details during the order transaction as well as in the confirmation e-mail.. Please state the order number consisting of 6 digits. You will find this number in your confirmation e-mail. Please pay the complete order value. Missing costs like postage costs will be demanded later and delay shipping.

Bank details:
Depositor: Kostümpalast GmbH
Bank name: BW Bank Baden-Württemberg
Account number: 802 53 24
Bank code: 60050101

For payments from outside of Germany:
BIC: SOLADEST600
IBAN: DE50600501010008025324

Please keep in mind that we won't pay bank charges for payments from a foreign country.  Don't indicate splitting of fees when making a wire transfer. This costs as well as missing postage costs will be demanded later and delay shipping. Please always pay the  amount stated on the order confirmation.

Sofortueberweisung (Instant bank transfer): free of charge
Online-Banking with PIN and TAN
The fastest and most secure payment method - fast shipping (during our peak season not on the same day). Advantage for you: You don't need a customer account and don't have to make a registration. When paying with sofortueberweisung.de you enter your bank code as well as your name and account number. The payment will be made after entering your PIN and TAN. This service is free of charge.

Cash on delivery
The goods are paid at the door and will be shipped as soon as possible after receiving your order. But you also have to pay COD charges of 8,00 ¤ as well as a delivery charge for DHL about 2,00 ¤.

Please note when pay via cash on delivery:
For a successful delivery a person has to accept the package and keep the money ready. If you're not at home give the money to a neighbor and/or put an information on your door where the package can be delivered. COD charges also have to be paid if you don't pick up your package at the post station or a delivery was not possible due to lack of means of payment.

Payment with Paypal

Free of charge for you.

Credit card: VISA / Mastercard
You can pay via Paypal with your credit card without register at Paypal. You get a guest access and can complete your payment immidiately.
 

Delivery on account is not possible



3. Questions about sipping time and methods

You have a question about your order?

The most common question regarding orders is shipping time and when we send out the ordered goods. First of all shipment requires receipt of payment. Instant bank transfer orders and cash on delivery will be sent out as soon as possible. During our peak season of course there is a state of emergency and we will do everything to send out incoming orders as fast as possible. We know that all orders are needed as quickly as possible. Please wait for the automated e-mail with your DHL tracking number. With this number you can check the status of your delivery on www.dhl.de.

How long are delivery times within Germany?

DHL normally delivers within 24 hours, max. within 2 days. During our peak season in January/February you must expect 1-2 days processing time until your order is shipped. Orders leaving our warehouse on Friday won't all be delivered on Saturday, at the latest on Monday. We can't guarantee that an order placed on Friday (until 12 o'clock) will be delivered on Saturday. However ff you need the ordered goods on Saturday we suggest express Saturday delivery. Shipping with express always has an extra charge. Delivery on Saturday is even more expensive because DHL only has extra tours on Saturday. You can find the shipping costs here.

On the day we send out your goods you will get an e-mail with the tracking number, so you can check the status of your delivery online at www.DHL.de. Once the shipment left our warehouse we don't have any influence on the delivery time.

You have questions about the different delivery methods e.g. express within Germany?

We ship by DHL. Delivery to a packstation is possible. You just have to fill out the necessary data during the order process ( your post ID and packstation number). Pickup at the packstation is possible at any time.

 


DHL Standard delivery
4,99 € delivery within max. 3 business days
free of charge with merchandise value 25 € and higher
Charge for cash on delivery
8,00 € COD charge + 2,00 ¤ DHL charge
Charge for express delivery Mo-Fr 12,00 € express extra charge
receipt of order at the latest 15.00 (24 hr./delivery)
Charge for Express + delivery on Saturday
17,00 € receipt of order at the latest 15.00 on Friday (delivery on Saturday) 




You have questions about delivery costs within Germany?

The costs per delivery are 4,99 ¤ within Germany. It's free if you buy goods for more than 25 €.  Depending on your payment method e.g. cash on  delivery the costs for delivery will increase. In case you only get a partial delivery according to the order confirmation e-mail we will send the rest without extra delivery charges. New orders cause of course new shipping costs.



DHL standard delivery 4,99 €


Additional service features with extra charges


Charge for cash on delivery 8,00 € COD charge + 2,00 ¤ DHL charge
Charge for express delivery Mo-Fr 12,00 €
receipt of order at the latest 15.00 (24 hr./delivery)
Charge for Express + delivery on Saturday 17,00 € receipt of order at the latest 15.00 on Friday


Please keep in mind that we will do everything possible for a timely delivery, but we can't give you a guarantee. We rely on a smooth process by our charged shipping company. But in the end we don't have influence on the shipment by DHL.

 

Please note when pay via cash on delivery:
For a successful delivery a person has to accept the package and keep the money ready. If you're not at home give the money to a neighbor and/or put an information on your door where the package can be delivered. COD charges also have to be paid if you don't pick up your package at the post station or a delivery was not possible due to lack of means of payment.

Additional service charges like COD charge and express delivery are not refunden in case of a return.

Is delivery to a DHL packstation possible?
 
It's possible without problems. Just fill in the packstation data in the fields of the delivery address during your order transaction. You need to numbers for this delivery method:

a) ID you get from DHL
b) the number of your packstation

It looks like this:

Hans Mustermann
12345678 (please enter in the field firm)
Packstation 123 (enter in the field street)
12345 Musterstadt (important: postal code of the packstation)

Shipments with a min. size of 15 x 11 x 1 cm and a max. size of 60 x 35 x 35 cm are appropriate for PACKSTATION. Should a package be too big it will be passed to the next post office where you can pick it up. 

Are you not at home during the day and need delivery to an alternate address or do you look for another option for delivery?

No problem: You can add an alternative delivery address during your order transaction. Delivery to an DHL packstation is also possible. If there's a packstation near you you just need a DHL ID number and the number of the packstation to pick up your package round the clock.

When you choose standard DHL delivery and are not at home your delivery will be brought to the next post office where you can pick it up during the normal opening hours. It's not possible to send packages to a post office box.  



4. Exchange, return  and refund in Germany

 
You have questions about exchange and return??

You can send back the ordered goods within 14 days.
In case of a return please ensure that all labels are still in the articles. Please send back all costumes and sets undamaged, smoke-free, without animal hairs and in original wrapping with all including accessories. Some articles are wrapped in seperately to safe the costumes from damages. Also open zippers cause damages on costumes, so please close them. Hygiene articles like stockings, underwear and inflatable pieces can only been sent back unopened. Like before we ship the goods all returns are also completely unpacked due to quality management to check completeness and defects.

Of course we always try to handle your returns as quickly as possible. However it comes to delays in the processing of returns during our peak season. So please wait for further questions about your refund if you did not receive your credit after 14 days. (the legal deadline is 30 days).

You always get a refund of the purchase price which means you get your money back, no coupon.

Handling of returns within Germany

Just put the enclosed return sticker outside your package and bring it to the next DHL post office. Is the value of goods higher than 40 ¤ per article the return is free of charge for you. When the value of goods is less than 40 ¤ per article the buyer has to pay for sending back. In case you use the DHL return sticker for a return less than 40 ¤ per article we will deduct 5 ¤ from your refund. Of course you can choose the cheepest shipping company for your return. Here you have to avoid a damage of the goods and the packaging.

  You would like to exchange your costume?

 Here you have the following possibilities:
- use your return sticker and enclose 4 ¤ for the new shipping or
- you pay the postal charges for return and we send the exchange item free of charge.
 
Please enter your exchange costume on the return papers. In case we're during our peak season from October to February or when there are only a few items in stock we suggest to make a new order in advance. During the automated order process the postal charge of 5,90 ¤ is calculated, but you only have to pay 4,00 ¤ for the exchange. Please also state your new order number on the return papers. The goods will be reserved for you for 7 days. New order and return will be charged against. If an additional payment is necessary please make a prepayment via wire transfer or add the difference in cash to the return.  In case of a refund please give us your bank details. The new article is shipped as soon as we receive the return. To speed up the handling during our peak season you can write "exchange costume" on the outside of the carton. Your return then will be favored for and the exchange handled faster.

You did not get what you ordered?

In case you got the wrong product despite careful quality management we exchange the goods of course. Please use the enclosed return sticker for free sending back. Fill out the return papers and  mention the error. We will send out the correct goods immidiately. Please take notice that we can only send out the new items when the wrong delivery is back in our warehouse.

You sent back goods and have no refund yet? 

Of course we always try to handle your returns as quickly as possible. However it comes to delays in the processing of returns during our peak season. So please wait for further questions about your refund if you did not receive your credit after 14 days. (the legal deadline is 30 days).You always get a refund of the purchase price which means you get your money back, no coupon.



5. Guarantee

The guarantee will be fulfilled according to the current legal conditions. Should you receive a product bought from our online shop which gives cause for complaint in spite of our careful quality checks, we will send you an exchange. Of course we pay the postal charge if you get damaged goods. In this case please contact our team at info@kostuempalast.de or by phone 07141-7024412.


6. General questions about certain products
 You're looking for a STAR WARS children costume from size 152? 
 
We also consider it unacceptable that children from size 152 can't get licenced costumes. The manufacturers produce always up to size 146 and nothing taller. In this case please don't order a costume for adults. Those are suitable for teenagers which are at least 15 years old. The only possible alternative would be ordering a costume with cape or a two-piece because they are at least more flexible. If you're interested in a mask the same rules apply. Please don't order an adult mask for kids, because they are too big and cannot find any hold on the child's head. We generally advise against full masks for children.
 
What does One Size mean?
 

One size means the producer does not offer different sizes for a product, but one standardized size. This costume shall fit for several sizes. We indicate the proper measurements or sizes. This can either be S-M or L-XL. Please measure on a lying piece of clothing from your wardrobe.

Availability of articles:

Due to not yet paid orders there are many articles in stock which can't be ordered as they are reserved. Goods which are not paid within 7 days will be released again for online sale. As a result many currently not available items come back in stock. During our peak season bacause of a vast number of  choice orders lots of goods are in circulation and many costumes are short-termed out of stock.  Just click the link „Ich möchte informiert werden, sobald der Artikel wieder lieferbar ist“ to get informed when the article is back again or visit our site frequently. Maybe the article comes back at short notice.


7. Shipping costs, handling and delivery within Europe, Switzerland and Liechtenstein

You have questions about shipping costs within Europe?

All items will be shipped right after receipt of payment (if they are in stock) The delivery time as well as shipping costs you can see in the following table: 
 
 Country  
Shipping costs up to max. 5 kg Delivery time
Austria
9,90 €
3 - 4 working days
Belgium 16,90 € 2 - 3 working days
Bulgaria
16,90 € 7 - 15 working days
Czech Republic
16,90 € 2 - 3 working days
Denmark 16,90 €
2 - 3 working days
Estonia
16,90 € 8 - 9 working days
Finland
35,90 € 5 - 6 working days
France North
16,90 €
3 - 4 working days
France South
16,90 €
4 - 5 working days
Greece Mainland
19,90 € 9 - 10 working days
Great Britain (UK)
16,90 € 3 - 6 working days
Hungary
16,90 €
4 - 5 working days
Ireland
16,90 € 8 - 11 working days
Italy 19,90 € 3 - 4 working days
Liechtenstein 15,97 € add. duty
4 - 5 working days
Luxembourg 16,90 € 2 - 3 working days
Netherlands 16,90 € 2 - 3 working days
Norway
15,97 € add. duty 7 - 8 working days
Poland 16,90 € 3 - 4 working days
Portugal 19,90 € 3 - 4 working days
Romania
16,90 € 8 - 15 working days
Sweden
16,90 € 4 - 5 working days
Switzerland 15,97 € add. duty 4 - 5 working days
Slovakia
16,90 € 5 - 8 working days
Slovenia
16,90 € 4 - 5 working days
Spain Mainland
16,90€ 6 - 7 working days
all prices incl. 19 % VAT. - except Switzerland, Norway and Liechtenstein
No guarantee for the indicated times.


We don't offer express delivery outside of Germany.

 

 You have questions about payment methods within Europe?

For delivery outside of Germany we offer the following payment methods:

Payment via wire transfer
Goods are shipped after we receive payment.
Shipping of your ordered items takes place as soon as we have your payment on our bank account. You will receive our bank details during the order transaction as well as in the confirmation e-mail.. Please state the order number consisting of 6 digits. You will find this number in your confirmation e-mail. Please pay the complete order value. Missing costs like postage costs will be demanded later and delay shipping.

Bank details:
Depositor: Kostümpalast GmbH
Bank name: BW Bank Baden-Württemberg
Account number: 802 53 24
Bank code: 60050101

For payments from outside of Germany:
BIC: SOLADEST600
IBAN: DE50600501010008025324

Please keep in mind that we won't pay bank charges for payments from a foreign country.  Don't indicate splitting of fees when making a wire transfer. This costs as well as missing postage costs will be demanded later and delay shipping. Please always pay the  amount stated on the order confirmation.

 

Sofortueberweisung: Online-Banking for Austria Switzerland, Belgium, the Netherlands

The fastest and most secure payment method - fast shipping (during our peak season not on the same day). Advantage for you: You don't need a customer account and don't have to make a registration. When paying with sofortueberweisung.de you enter your bank code as well as your name and account number. The payment will be made after entering your PIN and TAN. This service is free of charge.

You have questions about shipping to Switzerland or Liechtenstein?

The shipping costs for delivery to Switzerland or Liechtenstein are 15,97 ¤ without German VAT. The value of goods will also be charged without VAT. In addition you have to pay custom duties and import charges. Customs also demand the VAT of these countries.


 You have questions about customs clearance Switzerland or Liechtenstein?

Delivery to Switzerland the German VAT does not apply according to paragraph 4, sentence 1 a sales tax law. That's why you get an invoice with the net value of goods without German VAT. Every shipment to Switzerland is liable to duty and VAT. Due to postal regulations the client is considered as importer and is responsible for all resulting costs. They will be charged by the Swiss Post when delivering the package.
We would explicitly like to point out that during import to Switzerland all country-specific charges and taxes as well as import sales tax have to be paid by the customer.

All ordered articles at kostuempalast.de are liable to import sales tax. Please take notice that Swiss customs (or Swiss Post as represantative) won't charge custom duties and VAT when the value of goods is less than ca. CHF 65,00 (= ca. 40,00 Euro). Of course there can be exceptions depending on nature of the goods and weight of the shipment.

If the value of goods is more than ca. CHF 65,00 the Swiss import sales tax amounting to 7,6 % of the invoice value will be charged. Swiss Post International also charges a postal fee of CHF 10 for handling and processing parcels. The total amount to be paid to Kostümpalast includes the ordered articles + shipping costs. Please pay this amount via wire transfer before we ship the goods. After receipt of payment the godds are delivered within 3-4 days.


You want to send back goods from another country than Germany?

You can send back the ordered items within 14 days.

In case of a return please ensure that all labels are still in the articles. Please send back all costumes and sets undamaged, smoke-free, without animal hairs and in original wrapping with all including accessories. Some articles are wrapped in seperately to safe the costumes from damages. Also open zippers cause damages on costumes, so please close them. Hygiene articles like stockings, underwear and inflatable pieces can only been sent back unopened. Like before we ship the goods all returns are also completely unpacked due to quality management to check completeness and defects.

You always get a refund of the purchase price which means you get your money back, no coupon.

Shipping costs for sending back from a foreign country won't be refunded. If you would like to exchange your costume we will send you the new one free of charge (order value more than 50 ¤).