Return & Refund Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return for items shipped within the USA.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at admin@carnivalmw.com or start a request through your customer account at https://account.carnivalmw.com. If you checked out using only a phone number, you won’t be able to log in to the customer account page — instead, use the link in your SMS order confirmation to access your order and start a return.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Please note that shipping costs are not refundable, and there may be an additional shipping cost for the return label. Alternatively, customers may choose their own shipping method for returns. Items sent back to us without first requesting a return will not be accepted.

Except as described in the “European Union Customers” section below, no refunds, returns, or exchanges are available on international shipments.

You can always contact us for any return question at admin@carnivalmw.com.

European Union Customers — Right of Withdrawal

If your order is delivered to an address in the European Union, you have the right to withdraw from your purchase within 14 days without giving any reason. The withdrawal period expires 14 days after the day on which you (or a third party you designate, other than the carrier) receive the goods — or, where an order contains multiple items delivered separately, 14 days after the day you receive the last item of the order.

How to exercise your right of withdrawal. Notify us of your decision to withdraw before the 14-day period expires by starting a request through your customer account at https://account.carnivalmw.com, or by emailing admin@carnivalmw.com. If you checked out using only a phone number, use the link in your SMS order confirmation to access your order instead of the customer account page.

Returning the goods. You must send the goods back to us without undue delay and in any event no later than 14 days from the day you notify us of your withdrawal. The deadline is met if you dispatch the goods before the 14-day period expires. You are responsible for the direct cost of returning the goods.

Refunds. We will refund all payments received from you, including the cost of standard outbound delivery (but not any supplementary cost arising from your choice of a delivery method other than the least expensive standard delivery we offer). The refund will be issued without undue delay and no later than 14 days from the day we receive the returned goods, or from the day you supply proof of having sent them back, whichever is earlier. Refunds are made using the same payment method you used for the original transaction, at no fee to you. We may reduce the refund to reflect any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics, and functioning.

Exemptions from the right of withdrawal. In accordance with EU law, the right of withdrawal does not apply to:

•        Goods made to your specifications or clearly personalized — this includes all made-to-order carnival costumes and carnival band registrations;

•        Sealed goods which are not suitable for return due to health protection or hygiene reasons, if unsealed after delivery (e.g., hosiery, undergarments, cosmetics);

•        Gift cards that have been redeemed in whole or in part.

Please note: for EU customers, the statutory right of withdrawal applies to eligible items even if they are marked FINAL SALE, CLEARANCE, or NO RETURN.

Special Return Policy Regarding Carnival Band Registrations & Carnival Costumes

All costumes are made to order to your specifications, so please be advised that all PAYMENTS are NON-REFUNDABLE for any reason. Carnival Costumes are not eligible for return, refund or chargeback. Because they are made to order, carnival costumes are also exempt from the EU right of withdrawal described above. By accepting delivery of your costume you acknowledge that you receive the entire costume in full and in good condition and will not dispute or attempt to charge back for the amount paid. Any charge back that is done after the event will be disputed.

Damages and Issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Nothing in this policy limits any statutory rights or legal guarantees you may have under applicable law, including the EU legal guarantee of conformity.

Exceptions / Non-Returnable Items

Certain types of items marked FINAL SALE, CLEARANCE and NO RETURN are non-refundable. Unfortunately, we cannot accept returns on sale items or gift cards. (For EU orders, see the “European Union Customers” section — these labels do not limit the statutory right of withdrawal for eligible items.)

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. For EU orders, refunds are issued no later than 14 days after we receive your return or you provide proof of return shipment. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If you should need to request a refund please email: admin@carnivalmw.com.