Refund policy

Returns & Refunds

We want you to be happy with what you ordered. Because we sell costumes and seasonal Halloween items, our return rules are different from a normal clothing store. Please read this before you buy.

Standard products — 15-day guarantee

Non-costume products are covered by a 15-day guarantee starting the day your order is delivered. If you change your mind, email support@herbalh.shop within 15 days and we will arrange the return. Items must be unused, unwashed, and returned in their original packaging with all tags attached.

Costumes, cosplay and Halloween items — defect-only returns

Costumes, cosplay outfits, masks and other Halloween items are not eligible for change-of-mind returns. These are seasonal, wear-once products. This rule protects us from “wear it and return it” abuse after October 31 and lets us keep prices low for genuine customers. Please choose carefully.

These items are covered only when:

  • the item arrives damaged, defective or faulty;
  • you received the wrong item, or a different size from the one you ordered;
  • the item is materially different from its product page description.

In those cases, email support@herbalh.shop within 7 days of delivery with your order number and clear photos or a short video of the problem. We will replace the item or issue a full refund including shipping, at no cost to you. You will never be asked to pay for our mistake.

Not covered: normal wear from use, damage caused by the customer, alterations, washing against the care label, missing original packaging, or any costume that has already been worn.

Items that cannot be returned

  • Any costume, mask or accessory that has been worn or used, or that carries makeup, hair product, fake blood or odour
  • Items sent back after Halloween where no defect claim was opened before October 31
  • Final sale and clearance items
  • Gift cards

Sizing

Costume sizing runs differently from everyday clothing. Please check the size chart on each product page before ordering. A size chosen incorrectly by the customer is not a defect. If you are unsure, email us before you order and we will help you choose.

How to open a claim

Email support@herbalh.shop with your order number, the item name, a description of the issue, and photos or video. We reply within 24 hours. Do not send anything back before we confirm the return — unauthorised returns cannot be processed.

Refunds

Once a claim is approved, the refund is issued to the original payment method. Depending on your bank or card issuer, it usually appears within 5–10 business days.

Cancellations

You can cancel an order for a full refund at any time before it has been dispatched. Email us as soon as possible with your order number. Once an order has shipped, the rules above apply.

Contact

Herbal — Customer Support
Email: support@herbalh.shop
We answer every message within 24 hours.