Help & FAQ

This often happens if you have not entered your address details in all the required fields before trying to place your order. Please ensure all required fields are filled in before completing your order.

If you are trying to checkout with Paypal and receiving an error message, please check over your delivery address details. This error message may occur if the required fields in checkout have not been filled in correctly.

If you are still experiencing trouble placing your order even after checking over your details in checkout, you can phone our friendly customer service staff on 08 8258 5141 to place the order over the phone.

If you find additional items in your shopping cart after adding a costume, that you definitely didn't add yourself, here's why:

Our system is set up so that if you purchase a costume which has separate accessories included for example, masks, helmets, hats etc. they will appear in your cart as separate items with a price tag of $0.

The reason we do this is because these accessories are often stored in a different location in our warehouse from the costume you are purchasing, in order to maintain the integrity of these products. When your costume has accessories included, we don't want to accidentally oversee them and forget to send them to you along with your costume, so they are automatically added to your shopping cart, your order and to your invoice. We use your final order as an itemised list to collect all the parts of your order, by having the included accessories mentioned on your order, we can ensure that all necessary items are sent. You aren't getting charged any extra, the included accessories are still part of the original price of your costume.

You can contact us via the "contact us" page located on our website, click here.

We will respond to all emails within 1 business day, but usually much quicker than this.

You can also phone us between 9am-5pm Monday - Friday, Thursday 9am - 6pm.

We can place special orders from selected suppliers. If you are interested in an item that is out of stock, please contact us and we can check to see if we can order it in for you.

Please see our shipping information page for detailed shipping times and costs.

All Heaven Costumes orders are processed through our online ordering system and prepared for dispatch immediately after placing the order.

We pride ourselves on the speed at which orders are processed and dispatched, to guarantee fast and timely delivery of all orders to our valued customers.

Due to the speed at which orders are prepared and dispatched, we are unfortunately not able to accommodate any form of order changes.

If for any reason, you no longer require an order, you can await the delivery of your order and you may then return your parcel for a refund, as per our refunds policy which can be viewed at the following link: View full returns policy.

Once your order has shipped, you will receive an email with your tracking number.

If you did not receive an email with your tracking number, please contact us and we will provide it to you.

Our system is set up to automatically send out order confirmation and invoice emails as well as tracking numbers. When placing your order through our website you would have been asked for your email address so this information can be sent to you. If you didn't receive an order confirmation, or tracking number email it is possible that the email address provided has a typo in it. Please contact us and we can send the information to you manually.

Please visit our shipping information page for up to date delivery time details.

Payment options will be listed on the secure checkout page, and include VISA or Mastercard, Paypal and Buy Now Pay Later options including Afterpay, ZipPay and Klarna.

Please contact us via the "contact us" page if you have any questions regarding your order and any payment charges. We will respond to your questions within 24 hours on weekdays.

If you have not received your invoice via email, please contact us via the "contact us" page to have one sent directly to you.

Your credit card is charged immediately on purchase, if your card can not be charged, the goods you ordered will not be sent.

All prices are guaranteed to be fair and accurate in our industry market. Our prices may be lower than many competitors because our margins are low, this does not mean lower quality.

Please contact us via the "contact us" page if your order has not been received within a reasonable time.

Please check your tracking information prior to contacting us to check where it currently is, it's possible that your parcel has been delayed in which case the tracking will advise you of this.

Our warehouse team often pack smaller items within larger items, such as costume packaging, to ensure extra protection during transit. Please look within the packaging of any costumes or larger items.

If you still cannot find the missing item, please contact us via the "contact us" page. We want you to be a happy customer and will endeavour to do what we can to ensure you are satisfied with our service.

Please contact us via the "contact us" page and send photos of the damage and we will get back to you as soon as possible

If for any reason you are not happy, you are welcome to return your item/s to us within 14 days of receiving your order as long as they are unused and in the original packaging.

We also encourage customers to take advantage of our Store Credit + 10% option.

Please see our full returns policy here to download a returns form and read what items cannot be returned.

At the top of the website page you can find a button that says 'Sign In' simply click this button and choose 'Create an Account' on the right hand side of the page. Once you have created the account, you will be prompted to confirm your account via email. If you do not receive an email straight away, please check your spam or junk folders. Once your account is confirmed, you can use this for future purchases where the items you place in your basket will be remembered even if you leave this online store and come back later.

If you visit the 'Sign In' page at the top of the website, you can find a 'Forgot Your Password?' link. Simply click on the link to receive an email to reset your password.

If you are having trouble resetting your password, please contact us.

There are 2 main ways to find the item you are looking for.

1) Browse through the stores categories and use filters.

2) Use the search tool to find the item through keywords.

You can add to the shopping cart directly from the products page. For items that require a size, simply select the size you need and press the "add to cart" button below. For items without a size, you will simply need to only click the "add to cart" button.

Once you have clicked on the "add to cart" button to place the item in your shopping cart, a slider will appear on the right hand side of your page to show the item in your cart. You will also see a shopping cart icon at the top right hand of your page with a number indicating how many items are in your cart.

First locate the shopping cart icon at the top of the page on the right hand side, once you click the icon you will see a large pink button 'Go to Checkout', this will take you directly to the secure checkout for completion of your purchase.

First locate the shopping cart icon at the top of the page on the right hand side and click. Once the cart is open you can edit directly in slide out or press the 'View & Edit Cart' button at the bottom which will take you to an overall view on your cart.

Once an order is received, we will send you an order confirmation via email to the address you entered during our sites secure checkout.

We will not sell, share, or rent your information to others. This site collects information from our users at several different points on our website.

This shopping cart has 128bit Secure Socket Layer protection, the highest level protection for internet sales. The checkout securely encrypts all payment information when a small padlock appears in the bottom right hand corner of your internet browser.