Oh no! We are sorry to hear you want to return your product. If for whatever reason you are not happy with your purchase, please contact us within 1 week of receiving your order. We will gladly work out a solution. Items must be unworn, unwashed and with tag and packaging intact to be considered for return. Returns must include a Return Authorization Number that will be provided to you. Return shipping costs (to us) are not covered. Please contact us as soon as possible to begin the return process.

Please note that in the event of a return request for a Buy X, Get Y Sale, the refund will be issued for the item of lesser value. 

*All swimwear, cosmetics & items from our sale section are final sale. 

Due to health reasons; cosmetics, earrings, hair accessories and swimwear are not able to be returned unless due to manufacturing default.

We are excited about sales as you (hopefully) are! Due to our special offers and flash pricing, Great Pretenders is unable to accept returns on sale items unless faulty or inaccurately described.

Returns must be sent back within 14 days of receiving product. Great Pretenders does not provide return labels or pay for the freight to return goods.

If the original order was over our Free Freight threshold, and the returned items take the net order value below free freight, original freight costs will be deducted from our issued credit for the returned item. Sadly this is due to customers who abuse our freight policy, ordering 3 princess dresses and a tiara, to only keep the tiara. In an effort to reduce our carbon footprint, and improve efficiency (all while keeping our prices as low as possible) we now find it necessary to add this to our policy.

For returning customers and members of our loyalty program, lower free freight thresholds are offered depending on your tier!

Eligibility for return

Full priced items are eligible for exchange or store credit if returned within 14 days of receipt of goods. Return items must be unworn, unwashed, undamaged, unused, and with original tags attached.

Styles that are soiled, worn, damaged, laundered or have had labels removed will not be accepted. It is at Great Pretender’s discretion to determine if the returned product has been worn/damaged etc. If it is determined to be worn/dirty, orders will not be accepted for a return or store credit (unless dirt is due to shipping error with supporting photos!).

This extensive policy it not in place to indemnify us from any possible mistakes on our part, if we made a mistake, please let us know and we will make it right.

SALE

There are strictly no refunds or exchanges on sale items. All sales are final, and we are unable to make any pricing adjustments once the order has been placed.

Great Pretenders reserves the right to reject returns sent or communicated beyond the return period limit, or items which are not in the same condition in which they were received (including packaging).

Making a return or exchange is easy. Just follow the below steps to do so:

1. To process your return or exchange please email: customerservice@greatpretenders.ca

 Please include: your order number, reason for return, pictures of the lot/date code on the garment label and country of residence (so credits can be issued to the Canadian/USA/EU site as necessary. Please state your loyalty membership if you are looking for extended return terms due to your tier privileges.

1. Once you send us the above info, you will receive an email advising of the return address and a Return Authroization Number (RA#) as well as a request for any missing relevant information to complete your return/exchange. We do not provide return labels at this time. The customer is responsible for shipping the return. Great Pretenders is not responsible for the loss of any goods being returned.
2. Please note, in the case that the original order shipped Free Freight, and the customer is returning items that will bring the original order net value below our free freight threshold, the original outbound freight cost will be deducted from the store credit. We do this because we are proud to offer our best possible price on our website, and freight is a very real cost in our business!  

Please note: Returns will be charged a $8 handling fee. Great Pretenders Loyatly members will not be charged this restocking fee from their second order onwards. Great Pretenders reserves the right to reinstate handling fees in the case of excessive return culture and for returns of over $50 worth of product.

If your return is not allowed, please see our Returns Policy below for why your order may not have met the return criteria.

Exchanges

Exchanges are subject to stock availability and our 14-day Returns Policy. If you would like to change styles, please read start my return or exchange information above.

Note: There is strictly no exchange for sale items unless faulty or incorrectly described.

Please note there is strictly no refunds for sale items and shipping charges are non-refundable unless the goods shipped had a manufacturing defect (it happens, and when it does, we are sorry and eager to make things right!).

All sales of “sale items” are final, and we are unable to make any pricing adjustments once the order has been placed.

Refunds will be issued in the form of store credit; this is subject to 14-day returns policy. The 14 day policy can extend to 30 days for purchases made between November 28th-December 15th to account for the holidays! Loyalty members also benefit from a 21 day return period.

Customs duties and sales taxes are non-refundable by Great Pretenders. However, you may be able to recover these by contacting your local customs bureau directly. As this may not be available for all countries, we recommend that you hire a customs broker if you wish to claim back duties on returned merchandise.

All Great Pretenders Products are thoroughly quality controlled and checked for faults before they are dispatched to customers. Goods are classified as faulty if they are received damaged. Please note that items that are damaged as a result of wear and tear are not considered to be faulty. Please check your items on delivery. Should you receive an item that is not in perfect condition, please contact us immediately.  

Note: Ensure to carefully read the 'Care Instruction' attached to your garments. Great Pretenders cannot assume responsibility if care instructions are not followed.

Mistakes do happen, despite our best intentions. If you have a mis shipment, or perhaps a Great Pretenders item that does not live up to our quality expectations, please contact us with pictures and we will do our best to make it right. Please make sure to include images of the product, proof of purchase and a picture of the date/lot code in your initial communication.

Please note we will not issue credits for items purchased on Amazon, or via an Amazon reseller. Sadly, there are many people selling counterfeit Great Pretenders costumes; to have our customer service, please buy from us directly, so we can be assured that your product was made pursuant to our standards and promises.

Mistakes happen, as everyone on our team can well understand.

The above process is put it place to make sure freight accounts balance, so thank you for your patience with us!

Cosmetics, earrings, hair accessories and swimwear are not eligible for exchange.

Items should be returned new, unused, and with all Great Pretenders tags still attached. Damaged, soiled or altered returns will not be accepted.

Unauthorised returns will not be accepted and will be returned to sender. We will not accept any liability for these goods on their return.

Unidentified returns outside the 14-day policy will always be returned to the sender using our standard courier service. You will be emailed a tracking number, however, will not accept any liability for these returned goods.

Please note: items that are damaged as a result of wear and tear are not considered to be faulty.

Repeated Returns: all customers returns are reviewed and monitored. Excessive customer returns will be reviewed and potentially refused at our discretion or lead to the closure of your Great Pretenders account.

Free Freight Work Arounds: Customers that have benefitted from our free freight offer, who then return items, will be charged the outgoing freight on the original order (including loyalty members).

Please note a restocking fee of $8 will apply to returned goods. This restocking fee is waived for loyalty members from their second order onwards. Great Pretenders reserves the right to reinstate handling fees in the case of excessive return culture, and for returns of over $50 worth of product.

We respectively decline any requests to alter our returns and exchanges policy.