Kostümpalast answers your questions
Would you like to find out more about our shop and the ordering process? We are delighted that you are interested. Below we have compiled the most frequently asked questions for you and answered them in detail.
You can reach us:
Monday to Friday from 9:00 a.m. to 5:00 p.m.
by phone at 07141 702 4472
by email at [email protected]
Pick-up times (Mon-Fri) on the day of the order from 3 p.m. to 5 p.m. or the following day from 9 a.m. to 5 p.m.
If you would like to collect goods directly from us
We do not have a store. Goods ordered online can be picked up from our warehouse. Please note that only cash payments are possible. Pick-up times (Mon-Fri) on the day of the order from 3 p.m. to 5 p.m. or the following day from 9 a.m. to 5 p.m. Fitting is possible on request. Different times apply during the carnival season. (Saturday 10 a.m.-4 p.m.)
Please place your order online in advance so that we can have the goods ready for you. Thank you.
Note on our safety labels
We would like to inform you that we label our goods with a security label for quality assurance. The labels are attached in clearly visible places so that the goods can only be worn or used by cutting off the labels. The labels do not hinder fitting In this way, we ensure that every customer only receives unworn goods from us.
All items that are shipped are checked by us in advance for completeness and defects.
Additional information for traders
In principle, traders have no right of return.
Would you like to use our costumes for commercial purposes? Please note that our licensed costumes may not be used publicly for sales promotion. The licensors expressly prohibit this and will issue legal warnings against any misconduct. If you want to use licensed goods for a public commercial event, you must obtain permission from the respective license holder. Please also ensure that you do not publish any images on the Internet that show licensed costumes or licensed accessories from our range if you operate a commercial website.
Ordering advantages at Kostümpalast
- Fast shipping even without express
- Secure payment methods
- Shopping without registration
- telephone product advice
- Money back – No voucher
- No minimum order value
- We are Trusted Shops certified
Here is a list of frequently asked questions:
1. General questions about the ordering process
Do you need help with your order?
You haven’t received an order confirmation?
Is there a minimum order value?
2. Questions about payment methods and payment deadlines
You would like to pay in advance and need the bank details?
You did not meet the 7-day payment deadline?
What payment options are available within Germany?
3. Questions about delivery times and shipping methods
4. Exchange, return and refund in Germany
Do you have any questions about exchanges and returns?
When will my refund arrive?
5. General questions
Availability of articles
Have you forgotten your password at Kostuempalast.de?
You have placed an order – now the item is “no longer available”?
What does one size mean?
You haven’t received an order confirmation?
This can have the following causes:
- The email address was not entered correctly when ordering.
- Your mailbox is full and the order confirmation could not be delivered.
- Order confirmation is sorted in the spam filter, please check there first. The folder is called "suspected spam", "spam emails" or "unwanted emails".
- It is possible that the order has not actually been sent because you registered as a new customer but did not send the order. Please check your shopping cart: if the items are still there, your order is not complete.
We need the correct email address for a new delivery and therefore ask you to send a short email to [email protected] stating the name of the person who ordered the order. We will then send you a copy of the order confirmation immediately. When making a bank transfer, please be sure to state your Internet order number.
Is there a minimum order value?
No, there is no minimum order value to place an order. Postage is 5.99 euros per delivery.
You would like to pay in advance and need the bank details?
Once you have submitted your order, you will automatically receive an order confirmation from us by email. There you will find all the information about payment, including our account details. Please be sure to include your 6-digit Internet order number on the transfer form. If the person ordering and paying do not match, we cannot allocate the payment without the order number.
Bank details:
Payee/Account holder: Kostümpalast GmbH
IBAN: DE50600501010008025324
BIC: SOLADEST600
readable version for better copying
IBAN: DE 5060 0501 0100 0802 5324
BIC: SOLA DEST 600
Bank name: BW Bank Baden-Württemberg
Purpose: Internet order no.
Please note that we do not cover any foreign fees (bank charges). Use the inexpensive and fast SEPA procedure for payments from abroad (no foreign transfer). When making your transfer, indicate "no fee sharing". Otherwise, we will request the costs later and this will delay shipping. Please always pay the final amount shown on the order confirmation.
You did not meet the 7-day payment deadline?
If you have already received a reminder, please call or send an email to [email protected] to clarify whether the order is still available. During the peak season (January/February) orders are deleted after 7 days.
General questions
Availability of items:
Due to unpaid orders, there are many items in stock that cannot be ordered because the goods are reserved for another customer. Orders that are not paid within 7 days are released for online sale again. This means that items that were unavailable in the meantime are constantly being returned to stock.
Especially during the peak season (January/February) there is a lot of stock in circulation due to a large number of selection orders, meaning that large quantities of costumes are not available at short notice. Click on the link "RESERVE" as soon as the item is available again" or keep checking back - one or two items are sure to be back in stock at short notice.
Have you forgotten your password at Kostuempalast.de?
If you have forgotten your password, you can click on "Request password" under "Login" at the top and request your password again. We cannot give you the data by phone or email, as we do not have access to it for data protection reasons. The re-sending will be done via an automatic mail system.
You have placed an order – now the item is “no longer available”?
If you were able to place an order, there was probably only one item left in stock. The item was marked as "only a few items left". Since you were able to place the order, the item is now reserved for you and can no longer be ordered by other interested parties. This is why the item is then displayed as "no longer available".
What does one size mean?
One size means that the manufacturer does not offer different sizes, but only one standard size. This should fit several sizes. We provide the more precise measurements or sizes. This can be either SM, L-XL or 40-42. It is best to measure a flat item of clothing from your wardrobe. This way you can be sure that the item you order will fit.
