Returns & Exchanges
We stand by the items we sell and do accept cancellations, returns and exchanges under reasonable circumstances.
However, due to increases in fraud, buyers purchasing without reading the product and shipping info, etc. we do reserve the right to refuse return or exchange or to charge restocking fees.
Returns must be requested and approved. Customers should contact us within a reasonable amount of time after delivery. We will provide either an address for the return or a label.
Some items such as lingerie, intimates, undergarments, etc. cannot be returned or exchanged. Please carefully review any sizing information prior to purchase.
We also restrict returns of costumes, prop replicas, cosplay items and seasonal decor as we are not a rental company. However, we will consider timely and reasonable requests.
Parcels which are unclaimed, marked refused or return-to-sender may not be refunded. Such parcels often aren't returned, are returned to incorrect locations or with important information obscured which makes them difficult if not impossible to connect with original order data. Customers must accept delivery and then contact us to arrange proper return.
In the instance of defect, error, serious delay, etc. we will provide printable pre-paid return labels. Returns for reasons other than defect or error are at the buyer's expense. For returns at the buyer's expense, pre-paid return labels can be provided and deducted from refund or credit.
Under most circumstances we do not accept return or exchange of holiday, event related or seasonal items within proximity of, or after the date or season has passed. Please understand that this policy is necessary due to rampant fraud and abuse.
Buyers are responsible for reading product descriptions, sizing information, etc. and allowing adequate time for processing, shipment and delivery. Unless otherwise clearly stated or communicated, we do not guarantee delivery by a certain date or within average estimated timeframes.
Clothing or jewelry can be difficult to size online. Customers are responsible for reviewing sizing information in listings. If purchased in good faith, based on the information provided or in the case of genuine error, we will generally accept exchanges for items like t-shirts or jewelry.
Items must be returned within a reasonable time frame.
Lingerie and intimates cannot be returned or exchanged. Please carefully review sizing information or contact us with questions prior to purchase.
Returned items must be in the condition in which it was received. Items which have been worn or washed & certain items such as undergarments or bespoke items cannot be returned or exchanged.
Seasonal, event related or holiday items are excluded unless a special exception is made based on the specific circumstances.
Some of the items we sell are made-to-order, meaning that they are not produced until your order is placed and are specifically created to fill your order. In most cases we will accept returns of and exchanges of non-customized, made-to-order items within a reasonable timeframe. However, items must be returned in the condition received and we reserve the right to charge a restocking fee.
Custom and Bespoke Items
We guarantee the quality and details of custom, bespoke and personalized items as stated in product listings and communications. However, as such items cannot be resold to others, we do not accept returns of custom, bespoke or personalized items.
Collectible and Limited Edition Items
Sales of items deemed limited editions or collectibles are generally considered final.
That said, we take customer satisfaction very seriously and will consider refunds or exchanges for these products on a case-by-case basis. Items must be in the same condition in which they were received. For some items this may include all packaging & inserts. Return shipping costs and/or restocking fees may apply.
ALCHEMY GOTHIC products are covered against defects in workmanship by the Alchemy Guarantee for the lifetime of the product.
Alchemy products can also be exchanged or returned for refund within 14 days of receipt. Please contact us prior to returning items to obtain an authorization. Items must be unworn/unused & in the same condition received including all Alchemy packaging and inserts. We do not provide return postage for correctly shipped items. Some items may be subject to a 15-25% restocking fee. Please allow up to 2 weeks for exchange or 21 days for the completion of any refund to allow time for receipt, processing of the return and/or replacement order, etc. Please be aware of your bank or credit card's policy and timetable for posting account credits.
Some other items may carry warranties. See product descriptions and/or product packaging and inserts.
We do not directly warranty any goods beyond guaranteeing that items are as described, arrive safely and free from any major flaw or defect.