SHIPPING & RETURNS
Delivery costs
Whilst we use eco-friendly logistics partners and packaging, shipping and returns have a significant environmental impact, so we ask customers to please be mindful of this when ordering.
Thanks to our business model, we have one of if not the lowest returns percentage of any DTC apparel brand, averaging less than 2%. With your help we can keep it that way!
Please check the product information carefully in advance, especially sizing. Check your address details are complete and accurate. Please don't order products you might not really want or need. And always feel free to contact us with any questions!
For apparel and accessories, we offer two basic shipping and returns policies for UK and Rest of World:
UK:
Free DPD or Royal Mail Tracked 24 on orders over £75
£5 delivery fee on orders under £75 (Royal Mail Tracked 24)
Rest of World:
£8 Tracked shipping for all orders (FedEx Delivery Duty Paid - no extra import duty)
For art prints, we charge more for shipping due to the size and nature of the protective packaging, plus insurance costs. Art prints are shipped using tracked and signed for services:
UK:
£10 delivery fee
Rest of World:
£25 delivery fee (note that unlike apparel and accessories, the customer is responsible for paying import duty on art prints.)
IMPORT TAX/DUTY FOR INTERNATIONAL ORDERS
We believe the price you see is the price you should pay, regardless of where you live. As such, we ship to International customers using a DDP (Delivery Duty Prepaid) service, meaning that we have already paid your import duty in advance.
As a small brand we are trying hard to make buying from us as simple and hassle-free as possible, and we now sell directly to customers in over 30 countries.
If you have any direct feedback or any issues with your order relating to import charges/customs handling please email us.
returns
Our preorder model is designed to ensure every item we make finds a home, thereby minimising the huge amount of waste inherent in the traditional apparel retail model.
This only works efficiently if every product really does find a home, meaning we need to implement a strict 14-day returns period should you be unhappy with the product for any reason (except in the very rare sub-1% case of faulty goods.) This gives us time to process the return and match up the product with someone on the waitlist. Please note this does not affect your statutory rights.
In the event that you need to return a product, in the first instance please email store@kostume.cc with your details and reason for the return. Items that are for exchange or refunded must be in their original packaging, unused and unwashed. Kostüme is not liable for any returns costs.
For more information on your rights regarding returns and faulty goods please see our full Terms and Conditions.
REFUNDS
In the event that a refund is required, the amount will be processed back onto your original card via our card transaction partner, Stripe.
Please note that this can sometimes take up to 5 working days. This is due to the way Stripe functions and is standard in the retail card payment industry. Unfortunately there is nothing we can do to speed this up.