Shipping policy

Processing

Every costume is made to order. Orders are dispatched within 1 to 3 business days of payment. Business days are Monday to Friday, excluding public holidays.

Once payment has been processed an order cannot be cancelled, amended, paused or refunded, even if you contact us within minutes of ordering.

Delivery estimate

Estimated delivery is 2 to 3 weeks from dispatch, and up to 30 days from dispatch. This is an estimate, not a guaranteed delivery date, and the same estimate applies to every destination.

Delivery times vary with your country, the carrier, customs clearance, weather, strikes and peak periods. Orders around Halloween and Christmas regularly take longer than the usual window.

Halloween

Orders placed by October 14 are expected to arrive before Halloween. Orders placed after that may arrive after October 31, but are expected well before Christmas.

Shipping rates

Shipping is free once your order passes the free shipping threshold. The threshold, and the flat rate below it, are shown in your cart and at checkout before you pay. Add-ons carry no shipping charge. Surcharges for remote or island addresses, where they apply, are shown at checkout.

Original shipping charges are not refundable, except where our error leads to a full refund of the order.

Tracking

You receive a confirmation email with a tracking number once your order leaves the facility. Check your junk and promotions folders if it has not arrived.

The first scan can take 2 to 5 business days, and gaps between scans during international transit are normal. Tracking is updated by the carrier, not by us. If tracking shows no movement for 10 or more consecutive business days, email help.fishrider@outlook.com with your order number and we will open an enquiry.

Customs, duties and import taxes

Any import duties, taxes, brokerage or handling fees charged by your country are payable by you. They are not included in the price or in the shipping cost. We cannot predict them and we cannot refund them.

Refusing to pay them, or having a parcel returned or destroyed because they went unpaid, is not grounds for a refund. You are responsible for making sure the item can be lawfully imported into your country.

Your address

Please give a complete and correct delivery address. Address changes are not guaranteed, must be emailed immediately, and cannot be made after dispatch.

No refund or free replacement is issued for an incorrect or incomplete address, a wrong recipient name, a failed delivery because nobody was available, a refused parcel, a parcel left uncollected at a depot, or a parcel returned to sender for any of these reasons. Costs for corrections, redelivery, depot storage or re-shipment are payable by you.

If a parcel comes back to us as undeliverable we will contact you, and you can ask us to send it again at your cost. If we hear nothing within 14 days the order is treated as abandoned and no refund is issued.

Delivery and handover

If nobody is home the carrier may leave the parcel in a safe place, leave a card, or hold it at a depot for a limited time. Arranging redelivery or collection is then up to you.

A carrier delivery scan to your address counts as delivery. Photo, GPS or signature records are treated as conclusive. Delivery to a reception or to an agreed safe place also counts.

Report damage, defects or a wrong item within 48 hours of the carrier's delivery timestamp, with the photos described in our Refund Policy, and keep the packaging until the claim is resolved.

Split shipments

Larger orders and bundles may arrive as several parcels on different dates, each with its own tracking number. Receiving part of your order does not mean the rest is lost.

Delays and lost parcels

Delays caused by things outside our control — fulfilment, freight, customs, carrier problems, peak season, holidays, weather, strikes or force majeure — are not grounds for cancellation or refund. We will keep you updated.

A parcel counts as lost only once the carrier formally declares it lost. Enquiries can be opened after 10 or more business days without movement, and investigations usually take 10 to 20 business days. If a parcel is declared lost in transit, we send a free replacement.

A parcel that tracking shows as delivered and that then goes missing is not covered unless you added Shipping Protection. Report that to the carrier and to your local authorities.

Shipping Protection (optional add-on)

Covers parcels confirmed lost in transit, stolen after a delivery scan, or arriving damaged. You receive one replacement or one full refund per order, without having to go through the carrier's own claim process.

Deadlines: within 48 hours of the delivery scan for theft or damage, or within 7 days after the end of the delivery window for loss in transit.

Not covered: incorrect addresses, refused or uncollected parcels, duties and taxes, and change of mind.

Disputes

All delivery times are estimates, and a delay is not grounds for cancellation, a refund or a payment dispute. Please contact us before filing a chargeback and give us a chance to put it right.

Delays within the stated window, unclaimed or incorrectly addressed parcels, and parcels confirmed delivered by tracking are not valid grounds for a dispute. Accounts linked to bad-faith disputes may be blocked from ordering again.

The version of this policy published when you order governs your purchase. We may update it at any time. Nothing here limits consumer rights under your own law that cannot be waived.