Frequently Asked Questions
If your question is not answered here then please contact online@bryonytheatrical.co.uk.
FAQ Online Sales
- Is my personal information safe?
- Is it secure to use my credit card details on your website?
- How do I navigate your website?
- What happens if an item is out of stock?
- How do I place an order on your website?
- What is your policy on returns?
- Can I have a product delivered outside of the UK?
- Do you ship to BFPO addresses?
- What payment methods do you accept?
- Can I purchase a costume for someone else and send it to them?
- How do I get to your Stores?
- A product I bought is now cheaper, can I have a refund for the price difference?
- The price of a product has gone up, can I pay the cheaper price?
- How do I know which size to choose?
- What if the product is faulty?
- What are the washing and care instructions of the products?
- Can I cancel an order?
- My card payment is being rejected online?
- Am I charged VAT on my order?
- What happens if my costume does not fit?
1. Is my personal information safe?
At Bryony Theatrical we only hold the information that you provide for us when you register or place an order. This information includes your name, contact information, and billing address. We DO NOT store or have access to your bank card details and we will never; trade, sell or rent your personal information to any third party. Your privacy is our top priority and we will we ever contact you unsolicited using the details you have provided on our website unless it directly concerns the order you have made or you have opted to receive our newsletter.
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2. Is it secure to use my credit card details on your website?
Our website utilizes the industry-standard Secure Sockets Layer (SSL) technology to provide encryption of personal information including: your name, address, and credit card details. Due to these implementations information passed between your computer and us cannot be read in the unlikely event of someone intercepting it. Please note that we do not keep your card details and that transactions via our website are made directly to our secure payment provider. We make sure that ordering from our website online is safer than using your card on the high street.
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3. How do I navigate your website?
On the left hand side of the screen; you can also browse our extensive catalogue of costumes by selecting a category e.g. Halloween costumes or Christmas costumes, these categories will give you a wide range of costumes related to the theme of the event you are attending. If you are looking for a specific costume you can use our websites search function found in the top right corner to find a costume by keyword. For example, if you want a Spiderman costume just type Spiderman into the search bar and a selection of Spiderman costumes and accessories will appear, or alternatively, if you are looking for a variety of carnival costumes type “carnival” into the search bar and a wide variety of carnival costumes will be displayed.
Please Note: We encourage users to check their spelling and typing when looking for a product as our website search function works on a letter for letter match basis.
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4. What happens if an item is out of stock?
In the event that we are out of stock of an item you have ordered we will contact you via email or telephone to suggest an alternative item or to provide you with a full refund. If you find a costume that you like which is out of stock we encourage you to contact our customer services department who will be able to inform you of when it will be available again.
You are still able to order items that are out of stock or "Pre Order" and you will me regularily updated via email of shipping dates.
Please note: If an item is out of stock in one of our stores it may be available from our website or vice versa.
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5. How do I place an order on your website?
After you have found a costume or accessory that you would like to purchase you just need to follow the steps listed below in order to successfully complete an order:
1) Locate your desired costume from our sites category selections or our sites search function.
2) Select the desired size of your costume from a size drop down menu next to the costume. Please bear in mind that if no drop down menu is available the costume comes in a “standard size”, or a “one size fits most” option unless otherwise stated. You can click on the costumes size guide to see more details regarding the sizes that these costumes fit.
3) On your desired costume or accessory select “add to basket” after doing this a pop up window will ask you if you want to proceed to checkout or if you want to continue shopping. If you wish to continue shopping simply add multiple items to your order. Any time you wish to checkout and purchase your items simply click on the basket icon found in the top right corner of the website, which will lead you to the checkout page.
4) On the check out page if you are a returning customer with an account simply insert your email and password. If you are a new customer fill out the fields on the form including: Name, Email, Billing Address & Shipping Address if different to your billing address, contact number, email address and a password for quick access when making future orders.
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6. What is your policy on returns?
Please follow the link for a comprehensive look at our returns policy.
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7. Can I have a product delivered outside of the UK?
Yes, we are capable of delivering worldwide, when you input your address while making an order a drop down menu will appear based on your choice of country and you will have the option of selecting this destination. The cost of delivery abroad varies based on location and courier cost for the service. For a full list of the countries we deliver to, cost and average expected delivery times please see the Delivery Options & Prices section of our website.
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8. Do you ship to BFPO addresses?
Yes, when making an order you will have an option of select BFPO (British Forces Overseas) as your country address.
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9. What payment methods do you accept?
Currently we accept Paypal only. However you may call a store and pay over the phone. We are currently negotating more and more payment methods and will have many more (googlecard, worldpay, etc) in the very near future!
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10. Can I purchase a costume for someone else and send it to them?
Yes, all you need to do is to provide us with an alternative shipping address to the billing address you use when filling out your order form. In order to prevent credit card fraud we may contact you and ask you to provide further identity information and you will also be required to fill in the verified by Visa or Mastercard SecureCode. We constantly update our security features to ensure that your data and details are safe and secure.
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11. How do I get to your Stores?
Please view our store locator for information.
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12. A product I bought is now cheaper, can I have a refund for the price difference?
Bryony Theatrical reserves the right to change, alter or amend their prices at any time without prior notice. With this said we endeavour to provide you with the cheapest and best selection of costumes online but if the cost of the costume is reduced or placed in the sale section of our website we cannot refund the difference of a previously placed order.
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13. The price of a product has gone up, can I pay the cheaper price?
No, Bryony Theatrical reserves the right to change, alter, or amend their prices at any time and without prior notice. If the cost of an item has increased, or decreased from the price listed on the site the time of purchase is the final sale price.
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14. How do I know which size to choose?
On each costume you will be able to click on a tab that says “size guide”. In this tab you will find the correct sizing for each costume based on information provided by the costumes manufacturer. The size guide includes UK, US and EU sizes as well as chest and waist measurements.
However feel free to call us directly and we will advise over the phone.
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15. What if the product is faulty?
If your product is faulty please contact our customer services team via email: returns@bryonytheatrical.co.uk or over the phone: 01639 643 636 and let us know what the problem with the costume is and we will be able to arrange a refund or an exchange for you.
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16. What are the washing and care instructions of the products?
We have a large selection of costumes made from a wide variety of materials which vary from: cotton, vinyl, lace, velvet, polyester, plush fur, leather, brocade and many more. Some of our costumes feature metal or plastic accessories and printed or embossed emblems. We encourage all of our customers to ensure that when they clean their costumes they use DRY CLEAN ONLY, irregardless if otherwise stated by the costume manufacturer. For hygienic reasons we are unable to refund a costume after it has been worn and encourage our customers to take good care of their costumes.
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17. Can I cancel an order?
If you have not paid for your order you can cancel it at any time, and there is no need to contact us to cancel it. We do not process any orders until the requisite payment for the order has been received. If you have already submitted payment for your order we regret to inform you that we will not be able to cancel it or issue an immediate refund. We have a very quick turn around between orders being placed online and the picking, packing and shipping process, which ensures that 99.7% of orders are received on time without incident. Due to this we will be unable to cancel your order after payment. If you would like to cancel your order after payment you are entitled to refuse delivery and to a full refund upon the receipt of the goods back to our warehouse. If you have any further queries regarding returns please see our returns policy.
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18. My card payment is being rejected online?
Please don’t worry this simply means that some of the information that you have input may be incorrect, or missing. All essential information fields are marked with an asterisk (*) please ensure that these details are filled in correctly. For those of you who do not have a house number but, rather a name, please fill this field in with a hyphen (-). If you are still having problems our customer services team will be able to help you.
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19. Am I charged VAT on my order?
Yes however some items are VAT Exempt, for example childrens fancy dress. For quick information simply add to cart where the VAT will be shown.
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20. What happens if the costume does not fit?
We provide sizing guides for each costume to ensure that customers are able to find the most appropriately sized costume and to reduce the risk of a customer ordering a costume that does not fit. However, if the costume you have ordered does not fit we are happy to provide you with a refund (minus postage) as long as the costume is returned in its original packaging and condition within seven working days of receipt. If you have any further queries regarding making a return please have a look at our returns policy.
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