FAQ

Can I come and see your store?

Currently our projects are shipped straight to you from our warehouse, without the need for a physical store. This cuts down on running costs and gives us more time for our other projects. When we open the doors to our physical store we'll all make a big noise about it.

How do I choose the right size?

Guess? (Kidding!) Measure yourself using our Clothing Size Chart. We will do our best to assist you in collecting accurate measurements for ordering our custom clothing.

How long can I expect to wait for my parcel?

Unless your item unexpectedly goes out of stock at the time of purchase, most orders will be shipped within 7 days of payment.

How do I pay and is it safe?

Yes, it is safe. We will keep your card details safe in our system for transaction and account purposes only. Your details are never passed on unless required by law. We are very strict about security, so your details will be secure.

We accept all major credit/debit cards as well as VIABILL, Square, Apple Pay, or Western Union (..if you live in a Yurt, ask Kat Grant, she had fun!)

Square Payments are processed manually through email invoice.

To pay by Western Union, we will email you the details required for the transfer.

Will my order be insured?

Yes. We use USPS and Fedex which offer tracking, and selected services offer additional security and insurance.

Can I return the item for a full refund?

Items from The Costume Portal CANNOT be returned. These items are custom made and cannot be exchanged. Other brands of clothing will be subject to the discretion of the supplier. In all cases, please confirm your selection carefully before checkout.

You sell a lot of named brands. Are your products licensed?

Yes. Bonafide with a tag on their toe. Many products come with certificates of authenticity, and are signed and hand-numbered by the artist. Some also have engraved plaques on them. All of our branded products are shipped in their original branded packaging straight from the official vendor. We have signed contracts or email agreements with the wholesalers and manufacturers to resell their products.

How soon will I get my order in the post?

Shipping varies depending on the brand of products:

Domestic USA shipping usually takes 2-5 days average once it's been shipped out. We will keep you up to date on the availability after checkout, as it changes daily and cannot be confirmed before checkout date.

Mental XS print on demand: Most of these products ship within 7 days, but it can vary depending on the time it takes the print supplier to create it.

International shipping usually takes about 7 days, but it varies depending on location.

How long do your dresses take to make?

This is a very open-ended question as there is a lot of work involved in each item made by The Costume Portal. Some can be arranged and completed in 30 days, some can take 6 months. Costume pricing elements are fixed amounts depending on what is included, and labor (sewing time etc) is calculated by a percentage of the cost of materials.

Don't wait until it's a week before Halloween to order your costume, cos... that's not gonna happen. We recommend ordering your dress at least 6 months before it will be required. Please don't hesitate to ask if you require more information.

Will my dress look like the original one off TV? Will it be realistic?

We are painstaking at this!! We realize there are a lot of replica costume designers out there, including commercial mass-produced versions that just don't cut it. We would rather spend 2 months finding the correct, exact fabric etc than rush the costume and ruin it. So yes, the two most important elements of the costumes are - the fabric being exact, color and feel, and the style being exactly right so it looks and feels right. You can trust that provided you have measured yourself as accurately as possible, the dress will be as authentic as possible and you will walk away feeling like you just borrowed the dress off the character.

How do your payment plans work again?

We offer payment plans through VIABILL and Square.

For VIABILL you must be 18+ with a valid US debit / credit card for the payments.

Purchases of up to $300 are to be paid back in 3 monthly interest free installments. No credit checks are required.

For purchases of over $300, payment plans are available up to $5000 on interest free credit, to be paid back within 24 months. Credit checks are required.

If paying by Square you will be emailed invoices each week or add your card and it will be taken automatically. We ship everything out after your last payment, and work is complete on your costume. We NEVER charge interest. Our only insurance is nothing is shipped until we receive 100% payment.

What is the difference between Back order and Special Order?

Back ordered items were in stock and are temporarily out of stock.

Special ordered items are not regularly kept in stock and are ordered from the supplier as soon as they are purchased. 

Why do we do this? We currently have around 5000 products from over a dozen suppliers all over the world.... we don't store them all on site. Not only would the space and manpower required bankrupt Antarctica, but in this digital age it is also a lot easier on resources and kinder to the environment. It also means with this cost effective way of operating we can pass on the savings to customers and speed up the order process. 

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