Kostümpalast answers your questions

Here you will find information if you need help with your order.

This may be due to the following:

• The email address was entered incorrectly when placing the order.
• Your inbox is full, so the order confirmation could not be delivered.
• The order confirmation was filtered as spam. Please check there first. The folder may be called “Spam,” “Junk mail,” or “Unwanted emails.”
• The order may not actually have been submitted because you registered as a new customer but did not complete the order. Please check your shopping cart: If the items are still there, your order has not been completed.

To resend the confirmation, we need the correct email address. Please send a brief email to info@kostuempalast.de with the name used for the order. We will then send you a copy of the order confirmation immediately. If paying by bank transfer, please be sure to include your Internet order number.

No, there is no minimum order value required to place an order. A shipping fee of 5.99 euros applies per delivery.

Once you have submitted your order, we will automatically send you an order confirmation by email. It contains all payment details, including our bank details. Please be sure to enter your 6-digit online order number on the transfer form. If the person placing the order and the person making the payment are not the same, we cannot allocate the payment without the order number.

Bank details:
Payee/Account holder: Kostümpalast GmbH

IBAN: DE50600501010008025324
BIC: SOLADEST600

Readable version for easier copying
IBAN: DE 5060 0501 0100 0802 5324
BIC: SOLA DEST 600

Bank name: BW Bank Baden-Württemberg
Payment reference: Online order number

Please note that we do not cover foreign transaction fees (bank charges). For payments from abroad, use the affordable and fast SEPA procedure (not an international transfer). Select “no sharing of fees” when making your transfer. Otherwise, we will request the outstanding costs from you, which will delay shipping. Always pay the total amount shown on the order confirmation.

If you have already received a payment reminder, please call us briefly or send an email to info@kostuempalast.de to clarify whether the order is still available. During the peak season (January/February), orders are deleted after 7 days.

Here you can find information about the available payment methods.

Here you will find all information about delivery times and shipping methods

Here you can find more information about exchanges & returns

Please send your return to:

Kostümpalast GmbH 

Max-Eyth-Str.1 

71691 Freiberg

Germany

Please register your return here. All the information you need is already pre-printed there.

Please return the item unused, complete, and in its original condition as far as possible. All components included in the delivery, original packaging, inserts, and tags should also be fully present.

Security labels and tags attached by us must not be removed or damaged. Please handle the goods as you would during a fitting in a store.

The buyer is responsible for the return shipping costs. You can choose an affordable carrier yourself or book a parcel shipment, which is insured and very cost-effective for small items. In the event of a full return, the initial shipping costs will be refunded.

Please register your return here in advance.

Yes, that is possible. Please first register your return via our returns portal. You can then print out the return label.

Please note the desired exchange on the return label or, alternatively, on a copy of your invoice.

If the item you wish to exchange costs more, we will inform you of the additional costs. Any overpayment will be automatically refunded.

Registering your return through our returns portal makes processing easier and faster, as your order details are already stored in our system.

If you are unable to register the return through the portal, please include a copy of the invoice with your return or write your name, order number, and the returned items on a piece of paper.

Without this information, we unfortunately cannot identify or process the return.

Register your return here.

Please contact our customer service team by email at info@kostuempalast.de first. Describe the defect as accurately as possible and, if possible, send us clear photos directly. This will allow us to determine the next steps more quickly.

For electronic items, please first insert new, high-quality batteries and test the product again.

You generally have a 14-day right of withdrawal. Please first register your return via our returns portal.

We usually don't make a big deal out of a few days. If you can still register the return via the portal, you can proceed with the return accordingly.

If registration there is no longer possible, the deadline has already been significantly exceeded. In this case, please contact our customer service by email at info@kostuempalast.de before returning the item.

Due to unpaid orders, many items are in stock but cannot be ordered because they are reserved for another customer. Orders that have not been paid within 7 days are released for online sale again. As a result, items that were temporarily unavailable regularly become available again.
Especially during the peak season (January/February), a large number of items are in circulation due to numerous orders placed for selection, meaning that large quantities of costumes are temporarily unavailable. Click the “NOTIFY ME” link as soon as the item is available for delivery again, or check back regularly—there is a good chance that some items will soon become available again.

If you were able to place an order, there was certainly only one item left in stock. The item was marked “only a few left.” Since you were able to complete the order, the item is now reserved for you and can no longer be ordered by other customers. That is why the item is then displayed as “no longer available.”

One size means that the manufacturer does not offer different sizes, but only one standard size. It is intended to fit several sizes. We provide the more precise measurements or sizes, which may be S-M, L-XL, or 40-42. It is best to measure a garment from your wardrobe while it is lying flat. This will help ensure that the item you order fits properly.