Refund Policy

Refund Policy

At Substance Fancy Dress Shops, we want you and your little ones to be completely happy with every purchase. If for any reason you are not satisfied, we offer a simple return and exchange process for items purchased from our children’s clothing store. Our goal is to make sure every family enjoys a smooth and worry-free shopping experience with us.

1. 30-Day Return & Exchange Window

We accept returns and exchanges within 30 days from the date of delivery. To be eligible for a return, your item must be:

  • Unused, unworn, unwashed, and in the same condition that you received it.

  • In its original packaging with all tags and labels attached.

  • In resellable condition.

2. Return Process & Costs

We strive to make returns as easy as possible:

  • Return Method: By Mail only.

  • Return Shipping Cost: Free. We provide a pre-paid printable return label for all eligible returns.

  • Restocking Fee: No restocking fee will be charged.

  • Return Authorization: Please get in touch with us before sending any items back to receive a Return Authorization.

3. How to Start a Return or Exchange

To initiate a return or exchange, please follow these steps:

  1. Email us at Support@substance666.co.uk with your Order Number and the reason for the return.

  2. Once approved, we will email you a Free Pre-paid Return Label and packing instructions.

  3. Print the label, attach it to your package, and drop it off at the designated carrier location.

4. Damaged, Defective, or Incorrect Items

If your order arrives damaged or you receive the wrong item, please contact us within 7 days of delivery at Support@substance666.co.uk. We will prioritize a replacement or a full refund at no extra cost to you.

5. Refund Process

  • Inspection: Once we receive and inspect your return, we will notify you of the approval or rejection of your refund.

  • Processing Time: Approved refunds are processed within 7 business days.

  • Method: The refund will be automatically applied to your original method of payment.

  • Currency: All transactions and refunds are processed in Pound Sterling (GBP £).

6. Exchanges

We offer exchanges for different sizes, colors, or products of equal value within the 30-day window. Once your return is inspected, your exchange item will be shipped to you for free.

7. Non-Returnable Items

Certain items cannot be returned:

  • Personalised or custom-made products.

  • Items marked as “Non-Returnable” on the product page are for hygiene or safety reasons.

8. Order Cancellations

You may request a cancellation within 24 hours of purchase. If the order has already been processed or shipped, please follow the standard return process after receiving the item.

9. Return Address

All approved returns should be sent to: Substance Fancy Dress Shops.  40 Robertson St, Hastings TN34 1HL, UK

10. Contact Information

For any questions regarding returns or refunds, please reach out to our team:

Business Name: Substance Fancy Dress Shops
Website: http://substance666.co.uk
Physical Address: 40 Robertson St, Hastings TN34 1HL, UK

Phone: +44 1424438089
Email: Support@substance666.co.uk
Contact Form: CLICK HERE

Business Hours: Monday- Saturday: 10:00 AM–5:00 PM (BST)
Response Time: Customer Support Response Time: Within 24 hours