FAQs

What is your return policy?

We make every effort to only create and sell the highest quality products and to accurately represent them in their descriptions online.  If you would like to return or exchange an item, please refer to our refund policy.  Our web store is forever a work-in-progress. If you would like us to know more details about your return, we would love for you to contact us and let us know.  

Can I come in and "shop" for costumes?

Yes!  But please be aware that we are a working costume house and not a standard retail business. Our main business is focused on design and costuming for stage and film production, so our shop and warehouse are laid out to accommodate those needs rather than walk-in shoppers. Our downtown warehouse contains mostly stage and film costumes, and our online inventory is located offsite.  If you would like to stop by to browse our warehouse, please contact us to set up an appointment.  

*in-person availability may be limited due to current pandemic conditions*

Why are your sizes letters?  How do I find my size?

Sizing is confusing for so many reasons: some kids are adult-sized, some adults are kid-sized, the labels "plus" and "extra" are demeaning, sometimes people need something in a different gender-type than they are, and more.  We've simplified it so everyone can find what they want in any department by using our lettered sizing system.  Likewise, we use EU sizing for all of our shoes.  You can find your sizes HERE

What's all of this other stuff in your costume shop?

We realize it may not seem like it to everyone, but everything in our shop is definitely a costume.  Costuming covers a wide range of needs, including stage, dance, film, parties, cosplay, reenactment, events, as well as typical Halloween and "dress-up" costumes.  We cover all of these types of costumes in our shop.  Looking for a simple Halloween-type costume?  Browse our Halloween shop or type what you're looking for in our search bar.

Where's the slutty Pocahontas costume?

We hate that it's the 2020s and we even have to answer this question.  Cultural appropriation is not part of our business model. Perpetuating inaccurate cultural stereotypes is not part of our business model.  Inclusion, diversity, and understanding are. If you're looking for a costume to accurately represent a tradition or culture, please check out our ever-expanding traditional international costume section, where we have compiled a variety of accurate, well-researched costume pieces for use in cultural events and productions. If you're looking for a "Sexy Indian Princess" or "Funny Sombrero & Poncho" costume kit, there are plenty of other online retailers that sell these.  You just won't find them here.

Why do you sell Nazi and Confederacy items?

Our work is predominantly in theatre and film.  And part of this work includes productions about some of the less-pleasant parts of our history and society.  Productions like "The Sound of Music", "Glory", "The Diary of Anne Frank", and "Pearl Harbor" require accurate costume pieces for the portrayal of all of the characters in the story, not just the victims and heroes.  It is important that these stories are told, and so it is important that these costume items are available. These items are only available in our Restricted Items section and require a membership to purchase.  Proof of licensing and other documentation is required to prevent these items from being used for reasons other production or reenactment purposes.

How do I purchase restricted items?

You'll first need to create an account with us. This allows you special access to browse the Restricted Items section of our shop.  Once you have found and purchased the item(s) you want, we will contact you for verification purposes.  Verification may include one or more of the following, depending on the item: age verification, licensing documentation for your production or event, copy of business license, FEIN or 501(c)3 documents. If it is determined that you do not fit our requirements for purchasing a restricted item, you will receive a full refund.  

How long will it take for my item to arrive?

We make every effort to ship mostly from US and North American suppliers to eliminate shipping delays .  Unfortunately, this is not possible for all items, and some will ship from distribution centers in Europe, Australia, or Asia.  Most North American items will ship within 3-5 business days.  International items may experience delivery times as long as 60 days, but generally arrive in ~30 days.  

Mask Shop FAQs

What is your policy for damaged products?

We make every effort to only create and sell the highest quality products and to accurately represent them in their descriptions online.  If you would like to return or exchange an item, please refer to our refund policy.  Our web store is forever a work-in-progress. If you would like us to know more details about your return, we would love for you to contact us and let us know.  

Can I come in and "shop" for which mask I want?

Yes!  We always have a small inventory of ready-made masks always available. You're welcome to come by and pick one that fits your personality best.  But please be aware that we are a working costume house and not a standard retail business.  If you would like to stop by to browse our mask inventory, please contact us to set up an appointment.  Our downtown location has masks and supplies made by us only.  Much of our online inventory is located offsite and shipped by our partners. 

*in-person availability may be limited due to current pandemic conditions*

Are your signature costume masks made out of old costumes?

No! They are made with new, unused materials. When we create a costume for stage or film, we often have excess fabric  leftover. We decided that instead of leaving that fabric to sit in storage, we'd turn it into masks for people to wear and enjoy. As a bonus, each of our signature costume masks comes with a note telling you what the fabric was originally used to create.

How do I take care of my mask?

All of our masks, including those with added hydroknit filtration or nose bridge adjusters, are machine washable. We recommend normal detergent and wash cycles.  Please no chlorine bleach, as it damages the fibers of the fabric over time and reduces filtration levels.

What is "hydroknit" filtration?

Hydroknit fabric has been shown in tests to, when combined with two layers of fabrics, filter up to 93% of particles as small as .3 microns in size. It's pretty amazing! Though it does significantly alter the breathability and heat-buildup of our masks.  We only recommend it for those people who need heavy filtration because of being in an environment where regular social distancing isn't an option (assembly lines, food service, etc).

Hey.  I ordered my mask with filtration.  Where is it?

Unlike other filtration types, hydroknit fabric does not need to be removed when your mask is laundered. So rather than needing a pocket to hold it into your mask, it's sewn right into the lining. Simply wash your mask as usual- your filtration is fully washable.

I have a specific need with my mask design that's not listed as an option.  Can you customize?

Absolutely! Our goal is to get everyone in a mask. If you need a specific configuration of straps because of a hearing aid or implant, specific fabric types due to an allergy, or anything else to fit your unique needs, just let us know in the comment section on the product page, and we'll do our best to accommodate it.  We're able to tailor according to most requests, but we'll let you know if it's not possible.

My elastic ear bands don't fit.  What do I do?

Give your mask to a friend!  But first: Is your mask just a little snug? This is how it should fit. The best-fitting, most-effective masks are a tad uncomfortable and take some getting used to. Your mask should be snug enough to pull closed as many gaps as possible. If your mask is pleated, make sure you spread the pleats around your nose and chin. Pleated masks are VERY tight before you do this.  Elastic too big? These can be cut and retied to a better length for you.  If none of these fixes work, PLEASE give your mask to someone who needs one and contact us.  We will send you a replacement mask free of charge.

 
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©2020 by Charleston Costume Design & Rental