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Customer Information and FAQs

Our Company Overview

Karnival House Ltd is one of the fastest growing internet retailers of fancy dress costumes and accessories. We operate from our own specialist warehouse designed around a business model which has as its core the desire to provide an outstanding service level to our customers. And then we try to achieve a service level beyond that!

We actually just want our customers to receive a level of service that we would all want for ourselves.

As Managing Director of the company, I insist on reviewing all comments that we receive and I will continue to do so. By public demand we are introducing a customer testimonials page plus a photo gallery and we would be happy to add your comments or photographs if you wish.

The remainder of this section is given over to answering some of the frequently asked questions that we receive. If your question isn’t answered here, please do not hesitate to contact us either by phone, by e-mail or through our new interactive chat facility.

We all hope you enjoy your shopping experience with any of the brands that make up Karnival House Ltd………

Regards

Keith Sinclair (Managing Director)

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Making Your Purchase at Karnival Costumes

Making your purchase could not be simpler. Simply browse any of our catalogues using the links to further information, customer reviews and sizing and add those you require to purchase by selecting the tab ‘Add to Basket’. When you have finished making your selections, either click on View Basket’ to review your purchases or continue to the Checkout. During the checkout process you will be asked for a few details that we need in order to process and deliver your order.

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Searching our Website

With thousands of costumes and accessories in stock and with more arriving every week, you may think that finding the right costume will be a daunting task but our website has been designed with easy to navigate sections which should allow you to get to your chosen costume or accessory easily.

If you know what you require, you can type the word or phrase into our SEARCH facility and then select Go! Our system will check against all of our product’s titles and descriptions and will return all matches to the screen.

If the system returns unexpected results or cannot find a match to the terms you are using, select this link for some ideas on how to make your search more productive.

And if you get stuck or need more help, please don’t hesitate to contact one of our customer advisors who will happily assist in finding the costumes or accessories that you require. There are various methods for contacting us and these are outlined in the section ‘Contacting US’.

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Contacting Us

Please feel free to contact us at anytime with any questions or concerns you may have relating to any of our products or services. Contacting us could not be simpler and the following options are available to you;

Contact Us Page: Simply select the tab on the screen for our electronic contact form
Live Chat Forum: Click on the Live Chat to message one of our customer service agents (not available 24 hours)
Telephone: Contact one of our Customer Service Representatives using the number shown on the website (not 24 hours)
E-Mail: E-mail your questions or comments to info@karnival-house.co.uk
Mail: Send your mail to:

Karnival Costumes, 19 Purdeys Way, Purdeys Industrial Estate
Rochford, Essex SS4 1ND

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Customer Communication

Our systems have been pre-set with the following communications to keep you informed of the progress of your order once you have placed it with us;

Order Confirmation: Confirms that we have received your order and that the electronic payment transaction has been successfully completed.
Order Dispatched: Confirms goods dispatched and may include important messages regarding the order and/or delivery status.

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Accepted Methods of Payment

We accept payment by Paypal, debit or credit card, cheque or postal order. We are sorry, but we cannot accept cash through the post.

We accept payment via the telephone for credit, debit or American Express cards. Personal and company cheques are welcome and so are postal orders via our Pro-Forma invoicing process which is operated exclusively via e-mail or telephone.

Business Credit Account applications are welcome (subject to status) for trade accounts.

Please note that no goods will be dispatched until they have either been paid for in full or have been accepted on a Business Credit Account or Pro-Forma invoice against an official Purchase Order.

All cheques and postal orders should be made payable to Cavalcade.

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Stock Availability

As part of our commitment to you, we maintain high levels of stock for our products. Our system runs as part of an integrated 'real time' database based on actual stock in our system. Therefore if you can add an item to your shopping basket, it is in stock. Within the product page, our system will identify to you if no stock is available and it will invite you to contact us for the latest details regarding stock replenishment.

As with all processes and systems, occasionally a problem may arise and should this occur, one of our team of dedicated customer advisors will contact you immediately it is known.

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Postage & Shipping

We are pleased to ship within the UK, Europe and selected Countries within the Rest of the World. Our system is set with shipping rates to most countries, however if you are unable to process your order against a specific country please contact us to discuss your requirements. For postage and shipping option costs, please refer to our dedicated section on Delivery Options which includes our Postage and Shipping Rates.

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Required By Date

Please feel free to identify a "Required By" date during the checkout process and be assured that we will make every reasonable effort to meet your requirement. A member of our customer advisory team will contact you should there be a problem with meeting your date using the shipping option selected. Please note that we will not be legally bound by this date.

Unless we have received a notification of cancellation before shipment by us, our stated Returns Policy will apply.

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Back Orders and Split Orders

If any part of your order is not available from stock it will automatically be placed on a ‘Back Order’ for you. One of our customer advisors will contact you either by e-mail or by phone with an estimate of the delay and should you wish, you have the right to amend or cancel your order. There will be no charge for cancellation.

Unless advised to the contrary, an order where three or more items are available will be shipped minus any ‘back ordered’ items. The Back Ordered item[s] will be dispatched as available. The additional postage or shipping costs for Back Orders will be paid by us – there is no additional cost to you and we will select an appropriate shipping method with regard to any Required By date.

Product Substitution and Product Packaging

Should a product be unavailable or out of stock, you will be contacted by one of our customer advisors and during this process a replacement product of equal or higher value may be proposed. If neither a product substitution nor backordering the part is acceptable, a full refund will be arranged.

If we have been unable to contact you and a ‘required by’ date has been identified that is within 5 working days and subject to a substitutional product being available, a decision maybe taken to ship the replacement item. A written rationale will be included with the item which will identify that should this not be acceptable you may return the item(s) for a full refund including all postage using our standard returns process – please use Return Code 7 adding the description ‘substitution - not required’.

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Cancelling or Amending Your Order: Pre-Shipment

If you wish to cancel an order or part of an order transaction before it is shipped, please notify us immediately through our on-line chat system, by telephone or by e-mail. Please note that on-line chat and e-mailed communications are effective from time of reading not time of sending or receipt. There is no charge for orders cancelled before dispatch and we will arrange for stopping your payment.

If you wish to amend your order or part of an order transaction before it is shipped please notify us immediately using any of the channels identified above. We will discuss your requirements with you and establish the best way of completing your revised order.

It is not possible to cancel or amend any order once the Order Dispatched e-mail has been created and sent, if the order has been dispatched, then the rules for Post-Shipment cancellation will apply.

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Cancelling or Amending Your Order: Post-Shipment

Karnival House Ltd is proud to offer all of it’s customers a No Quibble Money Back Guarantee through all of its trading activities. The terms of this guarantee allow you to cancel your order up to 20 days from receipt of your goods. Simply notify us with 5 working days that you want to return all or part of your order and then return the goods in an unused state and with all of the original packaging undamaged for a refund or exchange. The section on our Returns Policy gives more information.

If you wish to amend your order or part of an order transaction after it has been shipped, please notify us immediately using any of the channels identified above. One of our customer advisors will discuss your requirements with you and establish the best way of completing your revised order.

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Returns Policy

All goods supplied by Karnival Costumes come with our No Quibble Guarantee which allows them to be returned for refund or exchange with 20 days from receipt of delivery. Delivery is deemed to be the point where the customer signs for the goods or as being, by default, 5 workings days from the date of posting.  A small number of items are not returnable after the packaging has been opened, these include underwear or any product designed to be worn like underwear, wigs, fake teeth, eye accessories or any item with a self-adhesive backing which has been used. This does not preclude them being returned if they are found to be faulty. 

Please Note: Karnival Costumes are unable to ship replacement goods until the original items being replaced have been received back by us. If a replacement item is required urgently, our advice would be that a separate order is placed and that the original order returned for a refund.

Please ensure that you have downloaded a copy of our Returns Authorisation Form and that you have requested a Returns Authorisation Number from us before returning the goods and that this number is included on the completed form.

Download a Returns Authorisation Form here: [DOWNLOAD RETURNS AUTHORISATION]

Please complete all of the information fields on the Returns Authorisation Form including whether you require exchange or refund. Please ensure that the completed form is included with the goods returned. Failure to return a fully completed Returns Authorisation Form may result in a delay of any exchange or refund.

The following points are important and you should read them before returning anything back to us;

  1. We regret that unless the goods were faulty when dispatched from our warehouse or have become faulty in transit, shipping and packing costs cannot be refunded.
  2. Where goods were originally shipped against 'Free Shipping' we reserve the right to recover the orginal shipping charges against the value of the goods being returned.
  3. Please ensure that all goods being returned are in original shipping condition and in their original packaging. We cannot accept goods for exchange or refund where the packaging is missing or damaged. Goods will only be accepted back if they are without damage and in a suitable condition for resale. Costumes may be tried on (but not worn) without affecting your right to return the goods.
  4. Underwear, hosiery (tights, stockings and socks), contact lenses, teeth and wigs or hairpieces will not be accepted for exchange or refund if they have been removed from their original packaging. Please note this includes any of these items included with any costume.
  5. You and/or your carrier are responsible for any goods until they reach the address specified on the Returns Authorisation Form. Unless the goods prove to be faulty, all costs associated with the return will be at your expense and we would recommend that you use the Royal Mail's "Recorded Signed For" service which will allow you to track the package.
  6. All returned goods will be checked when they reach us and this will be completed before any other action is taken. If you have requested a refund these are usually made within 5 working days from our receiving and verifying the item. We cannot be held liable for any interest charges or any other consequential loss associated with your refund request.
  7. Returns should only be sent to the address stipulated on the Returns Authorisation Form.
  8. Any returned items received which do not adhere to this Returns Policy will be defined as being 'In Dispute'. Any such In Dispute items will not be refunded or exchanged. A member of our customer advisory team will notify you of this fact and provide our reason for this decision. They will discuss the available options with you including reshipping the goods back to you.
  9. Items deemed ‘In Dispute’ will be held for 90 days following the date of our communication notifying you of the fact after which they will be destroyed and disposed of.
  10. Should an item be returned and received outside of the timescale identified above, we will have no obligation to refund, however providing that the goods conform to the other criteria above, we will issue a Karnival House Ltd credit voucher to a value equivalent of the original purchase price which can be redeemed anywhere across the group.

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Product Guarantee

All of our products come with our 20 day money back guarantee during which time you can return any faulty goods for exchange or refund of original purchase price. This does not affect your Statutory Rights.

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Returns Policy - Faulty Goods

Should a product be faulty, you should let us know immediately as we will happily exchange or refund it for you. You should let us know as soon as possible via email (or telephone first) within 7 calendar days from the date of delivery or where the fault was not apparent on reasonable inspection, within 7 calendar days after discovery or 20 calendar days after receipt by you, whichever is the earlier.

Please Note: Karnival Costumes are unable to ship replacement goods until the original items being replaced have been received back by us. If a replacement item is required urgently, our advice would be that a separate order is placed and that the original order is returned for a refund.

Please ensure that you have downloaded a copy of our Returns Authorisation Form and that you have requested a Returns Authorisation Number from us before returning the goods and that this number is included on the completed form.

Download a Returns Authorisation Form here: DOWNLOAD RETURNS AUTHORISATION

Please complete all of the information fields on the Returns Authorisation Form including whether you require exchange or refund. Please ensure that the completed form is included with the goods returned. Failure to return a fully completed Returns Authorisation Form may result in a delay of any exchange or refund.

The following points are important and you should read them before returning anything back to us;

  1. Neither Karnival House Ltd nor any of its trading activities will be liable for any defect arising from fair wear and tear or from willful damage or misuse including alteration or repair unless previously approved by us.
  2. Please ensure that all goods being returned in their original packaging. We cannot accept goods for exchange or refund where the packaging is missing or damaged.
  3. Underwear, hosiery (tights, stockings and socks), contact lenses, teeth and wigs or hairpieces once removed from their packaging will only be accepted for exchange or refund if they are proven to be faulty. Please note this includes any of these items which may be included with any costume.
  4. You and/or your carrier are responsible for any goods until they reach the address specified on the Returns Authorisation Form. Unless the goods prove to be faulty, all costs associated with the return will be at your expense and we would recommend that you use the Royal Mail's "Recorded Signed For" service which will allow you to track the package.
  5. All returned goods will be checked when they reach us and this will be completed before any other action is taken. If you have requested a refund these are usually made within 5 working days from our receiving and verifying the faulty item. We cannot be held liable for any interest charges or other consequential losses associated with your refund request.
  6. Any Return postage incurred in getting the article back to us will be refunded once the item has been verified as being faulty.
  7. Returns should only be sent to the address stipulated on the Returns Authorisation Form.
  8. Any returned items received which do not adhere to this Returns Policy will be defined as being 'In Dispute'. Any such In Dispute items will not be refunded or exchanged. A member of our customer advisory team will notify you of this fact and provide a reason for this decision. They will discuss the available options with you including reshipping the goods back to you.

    Items deemed ‘In Dispute’ will be held for 90 days following the date of our communication notifying you of the fact after which they will be destroyed and disposed of.

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Product Images and Descriptions

All images used are with the permission of the respective Copyright holder.

Karnival Costumes makes every effort to ensure that the images and descriptions used truly represent the product being advertised for sale, however Karnival Costumes cannot be held responsible for the manufacturer's execution of it’s retained right to change product specification, including colour and/or design, at any time and without notice.

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Displayed Prices – Exchange Rates

Prices displayed in currencies other than GBPounds Sterling are for directional purposes only. They are taken from a commercial exchange rate software package but they may not be the same as those used by your own payment card bank and minor differences in your final billing may be experienced.

Although Karnival Costumes makes every effort to ensure that the exchange rates used for this purpose are accurate, Karnival Costumes cannot be held responsible for any differences in billing that result from different exchange rates being used by your own card’s banking system.

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VAT Tax Charges - General

All the prices shown within our catalogues are inclusive of VAT at the prevailing rates where VAT is applicable. Our invoicing process will identify the price excluding VAT and the VAT element applied within the invoice total. All sales are made in GBPounds Sterling (GBP - £).

Our VAT Registration Number is: 940  8693 94 and the current VAT application rules as they apply to Karnival Costumes are;

1) Adult clothing: Liable for VAT
2) Child Clothing: Exempt from VAT
3) Robes – Children’s and Adults: Liable for VAT – deemed to be accessories rather than clothing
4) Accessories: Liable for VAT
5) Postage & Shipping: Liable. HM Customs and Excise dictate that VAT is applicable on postage & shipping.

VAT is applied to any purchase with destination address within the UK or EU and is calculated based upon the shipping address detail.
BFPO shipments can be treated differently – see related selection.
The following countries and territories are outside the EC fiscal (VAT) area: The Channel Islands (Jersey & Guernsey), Andorra, San Marino, The Aland Islands, The Canary Islands, The overseas departments of France (Guadeloupe, Martinique, Reunion, St Pierre and Miquelon and French Guiana), Mount Athos, Gibraltar and The Vatican City. Payment of VAT is not applicable to these nor at any other destination within the rest of the world.
The customer is responsible for any local or national customs clearance fees and any Import Duties deemed payable to imports outside of the UK and EU Fiscal Area.

VAT Tax Rate - Prevailing

Current VAT rate being applied is 20.0%.

Where VAT is applicable, all of the prices in our catalogue automatically reflect the correct prevailing VAT rate.

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VAT Tax Charges - British Forces (BFPO)

We receive a number of enquiries in respect of serving Forces personnel with BFPO addresses and whether VAT is liable. This section hopefully answers these questions in respect to whether VAT should or should not be charged. This section is based on discussions with HM Customs & Excise and the BFPO network website.

Due to the complexities of VAT rulings and directions and the sometimes anonymous nature of deployed forces overseas, (including Navy vessels) we apply VAT to all BFPO postal address by default unless they are located outside of the Euro VAT zone. BFPO address numbers including UK, Northern Ireland, Germany, Spain, Italy & Denmark are liable for VAT on all applicable goods being supplied.

The only exemption possible to these rules is the full adoption of Article 15.10 of Council Directive 77/388/CEE and in the interim we are happy to zero rate products if;

  • We receive an original ‘Request for Exemption‘ Certificate prior to the order being placed
  • The certificate must be signed by a Commanding Officer, Regimental Accountant or similar Rank recognised by HMRC as being authorised to do so
  • We will need to create a manual order and invoice so you will need to include order and payment details along with your Exemption Certificate duly signed
  • We reserve the right to amend or terminate this procedure without notice

VAT will not be charged to BFPO address numbers which are in any of the Countries listed above which are outside the European VAT zone - see above.

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Credit Card Security

None of your payment card details or similar is held or retained by Karnival House Ltd, Karnival Costumes or any of its operating activities.

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General

Prior to shipping, we reserve the right to decline, reject or cancel any order or part order without notice and refund any payment in full.

Many products, especially accessories will be sourced from a number of different suppliers depending on availability of stock. Products may come in different packaging depending on the supplier.

All prices are correct at time of publication. Karnival Costumes reserve the right to change, alter or amend any price at any time without notice. Although Karnival Costumes will endeavour to supply your items at the stated price, should prices increase by more than 10% we reserve the right not to sell at the previous lower price.

Black Friday Events: Information regarding any Black Friday event and offers can be found here: Black Friday at Karnival Costumes

All goods remain the property of Karnival House Ltd until paid for in full.

E&OE.

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