Refund policy

Returns & Refunds

We hope you love your order from Halloween House. If you change your mind, you have 14 days after receiving your item to request a return, as long as it meets the conditions below.

Change‑of‑mind returns

To be eligible for a change‑of‑mind return, your item must:

  • be in the same condition that you received it
  • be unworn/unused, with all tags attached
  • be in its original packaging
  • include the receipt or proof of purchase

To start a return, contact us at contact@halloweenhouse.co.uk. Please include your order number and details of the item you’d like to return. We’ll confirm the return instructions and return address before you send anything back.

Unless we have agreed otherwise in writing, you are responsible for the cost of returning items when you are returning them because you’ve changed your mind.

Items sent back to us without first requesting a return will not be accepted.

You can always contact us with any return question at contact@halloweenhouse.co.uk.

Damaged, faulty or wrong items

Please inspect your order as soon as it arrives and contact us immediately if:

  • your item is faulty or damaged, or
  • you’ve received the wrong item,

so that we can assess the issue and put it right.

If an item is confirmed to be faulty, damaged or not as described, we’ll cover the reasonable return costs and offer a repair, replacement or refund in line with your statutory rights.

Exceptions / non‑returnable items

The following items are not eligible for change‑of‑mind returns (unless they are faulty):

  • Custom or personalised items, including any products made or altered specifically for you.
  • Sealed items that are not suitable for return for health or hygiene reasons once unsealed, such as certain make‑up or face products and masks, if we offer them.
  • Gift cards.

If you’re unsure whether a particular item can be returned, please contact us before you purchase or before you open the packaging.

Sale items can be returned only if they are faulty; we do not generally accept change‑of‑mind returns on sale items unless required by law.

Exchanges

If you’d like a different size or style, the quickest way is to:

  1. Request a return for the item you have.

  2. Once your return is accepted, place a new order for the item you want.

European Union 14‑day cooling‑off period

If your order is being shipped into the European Union, you have the right to cancel or return your order within 14 days for any reason, in line with EU consumer law.

As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds

We’ll let you know once we’ve received and inspected your return, and whether the refund has been approved.

  • If approved, we’ll process the refund to your original payment method within 10 business days.

  • Please remember it can take additional time for your bank or card provider to show the refund on your statement.

If more than 15 business days have passed since we confirmed your refund has been approved and you still haven’t received it, please contact us at contact@halloweenhouse.co.uk.