Return & Exchange Policy

Introducing our New, No-Hassle Return and Exchange Policy!

The Tudor Shoppe is a different kind of costume company!  We want you to be happy with your purchase and have a costume that fits you well. Therefore, unlike the industry standard of "all sales final," we have a friendly return and exchange policy.

Additionally, while we strive to get it right the first time, if we have made a mistake, we'll work with you to fix it right away. See the Shipping Errors, Missing, and Damaged Items at the bottom of this page for more information.

By placing an order with us, you are agreeing to the following terms and conditions. We encourage you to contact us via e-mail with any questions about this policy prior to making your purchase. We will be happy to answer your questions.

OUR SIMPLE, NO-HASSLE RETURN & EXCHANGE POLICY REQUIREMENTS:

1. Without exception, all merchandise sent back must be received by us within 15 days of the date your shipment was delivered to you.
2. The merchandise must be accompanied by copy of your order confirmation e-mail or invoice. We require this only because we want to be able to readily identify from whom the merchandise was received.
3. Items must be sent via a traceable shipping method (with all shipping costs pre-paid) to the address listed below. You may wish to insure your items -- we can not be responsible for damages to the items while in transit.
Sofis Stitches by GMACK DESIGNS LLC
Attn: Returns / Exchanges
2225 Lake City Hwy
Lake City SC. 29560
4. Rush orders (3-day, 2-day, and Next Day) may not be returned for a refund. This includes items sent for rush during the Halloween season. We are always more than happy to exchange your merchandise or offer store credit.
5. Bulk orders (12 or more units of the same item) may be exchanged, but may not be returned for a refund. If you need bulk orders and are unsure if the item will suit your needs, we request that you purchase a sample unit to evaluate the product before placing your bulk order.
6. Items must meet the eligibility criteria listed below.

That's it!  No authorizations are required-- there is no need to e-mail or call us for an authorization to return or exchange your item.

PRODUCT ELIGBILITY CRITERIA:

The following items are never returnable:
  • Special Order Items - includes made to order items like miniature paintings and all chains of office.
  • Armor & Helmets - a manufacturer's warranty is provided against defects in workmanship.
  • Clearance Merchandise - this includes items purcased from an eBay sale.
  • Gift Certificates
  • Masks
  • Sewing Patterns
  • Swords - a manufacturer's warranty is provided against defects in workmanship.
  • Tapestries
  • Tents & Pavilions - a manufacturer's warranty is provided against defects in workmanship.
  • Wedding Gowns - gowns from our wedding collection are not eligible for return or exchange..
Some items are returnable only when still sealed in the original factory packaging. Once the packaging has been opened, we cannot accept a return for the following items:
  • Compact Discs
  • Toys and Games
All other items not specifically listed above are eligible for our "No Hassle Return & Exchange Policy" provided that they:
  • are in new condition.
  • are complete, without missing pieces or items
  • are returned with the original manufacturer's packaging and tags intact.
  • have not been worn, used, washed, altered, or show any signs of wear.
  • are clean and unblemished and free from soiling, pet hair, perfume or smoke (tobacco) damage.
While we almost never have an issue, sometimes unscrupulous individuals will try to return items which have been used. Therefore, in all cases, The Tudor Shoppe will make the sole determination as to whether or not an item qualifies under the terms of this criteria.

All refunds are issued for the retail price of the item(s), less a 10% restocking fee. We will NEVER charge you a restocking fee when you are exchanging an item or returning items for store credit.

Refunds can only be made via the same payment method used to make the original purchase.

We will not refund shipping and handling charges for either direction. (The only exception to this is described under "Shipping Errors" below).

If an item is returned and it is determined that the merchandise falls outside the above criteria, we reserve the right to reject the return or exchange. If a return or exchange can not be processed based on the above criteria, the merchandise will be returned to you only if you instruct us to do this, in writing, within your returned parcel. The customer will be charged for return shipping fees. Otherwise, items which are not claimed after 60 days will be donated to charity, or based on the condition, discarded.

Once an order is placed, all packages for which a customer refuses to accept the delivery will be subjected to a 25% restocking fee.

Refunds and credits are typically processed within 2 weeks, but during the extremely busy season of September - November, it may take up to 4 - 6 weeks to process your return.

SHIPPING ERRORS, MISSING AND DAMAGED ITEMS

While we try very hard, we sometimes make mistakes in the fulfillment of orders. Other times, the merchandise may be missing parts or may have become damaged during the shipping process. In these situations, we want to do everything possible to fix your the problem as quickly as possible.

The first step is to notify us, in writing, via e-mail that something is wrong, missing, or damaged. Give us as much detail as possible and be sure to include your name, your order or invoice number and specifics of the situation.

Depending upon what is wrong, the item which was ordered, and the season, we will likely be able to fix the problem very quickly. Someone will respond to your inquiry and let you know what is possible and the time frame in which it can be completed. Regardless, we will respond promptly to your written communication -- usually on the same or next business day.

If you have paid for an express service and the carrier fails to deliver your item on time, we will assist you in filing a claim to retreive some or all of your shipping fees. UPS and Fed/Ex are very good about being ontime, but sometimes problems occur. Delays caused by weather will likely be ineligble-- but we'll file them for you anyway because it doesn't hurt to try!

It is vital that you inspect your order and report, in writing, all claims of errors, missing, or damaged items within 10 days of receiving your order. In cases of damaged or missing items, retain all packaging until the claim process has been completed. If you allow more than 10 days to elapse, or you discard the packaging, you will forfeit the liability of the carrier (UPS, FED/EX, or USPS) for damage and if this occurs, we will be unable to assist you in correcting the problem.

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