Frequently Asked Questions

How do I find what I’m looking for?

There are two key ways to navigate the website:

Browse

Our costumes, wigs, accessories and make up are categorised to make searching a little easier. Browse by range (adult, children, teens, etc) or by style (Halloween, Christmas, Comedy, etc). On each product page you can view accessories and related items, perfect for completing your look!

Search

Use the search function to quickly find what you’re looking for.
Here are a few search tips:
Check your spelling
Use as few words as possible
Use spaces
Avoid plurals
There's no need to include words like 'and' and 'the'
Instead of using film names, use character names

How do I know if an item is in stock?

Our website is constantly updated with stock availability. You will be able to view stock levels of your chosen item on the product page. We also check stock when you place your order. In the event of a system error during ordering, you will be contacted by a Customer Service Advisor.

How do I know when an item will be back in stock?

If an item is showing as out of stock, simply click the 'Is your size out of stock?' link on the product page, and you can choose to be notified when the item is back in stock.

How should I wash my item?

All our costumes and accessories come with a care label which you should refer to when deciding how to wash and care for your item. Since we use a wide variety of costume material including vinyl, plush fur, leather and velvet, we recommend that all items are dry cleaned only to ensure the best care for your product.

I'm unsure what size to order

Whilst we do our best to ensure all our costumes are true to size, like many high street retailers, you may find that sizes differ slightly between the Smiffys and Fever brands. If you're between sizes, we recommend you order a size larger, as it's much easier to adjust a costume to make it smaller than it is to make it bigger. You can view our sizing guide on each product page. If you would like to know more detailed information such as the length of a costume, please contact us.

I’ve forgotten my password

You can reset your password by going to My Account and selecting Forgot Password. If you would like to know more detailed information such as the length of a costume, please contact us.

I’m experiencing problems entering my payment details

Please contact us and a member of the customer services team will be in touch (during office hours only).

My tracking code doesn’t work

Please contact us and a member of the customer services team will be in touch (during office hours only).

How much is postage?

This depends on the type of postage you selected at the checkout and the value of your order.

Next Day Click & Collect	£3.50 or FREE when spending over £25
Next Day by 12pm*	£7.99 or FREE when spending over £35
Next Day by 6pm	£4.50 or FREE when spending over £30
Standard Delivery (4-5 days)	£1.99 or FREE when spending over £25
Saturday	£6.00

*Exact delivery time dependant on location

We can deliver to any address in the UK or the Republic of Ireland including all of Northern Ireland, the Channel Islands, Isle of Man, Orkney, Shetland and all of Scottish Highlands and Islands. We are unable to deliver any item outside of the UK or Republic of Ireland.

We can only offer a two day service to the Republic of Ireland and some parts of Scotland.

When will my order arrive?

We aim to ship orders on the day of purchase, however shipping times can be affected during peak times. Our cut off time for next day delivery is 4:30 (excluding weekends and bank holidays). You can track your order by logging into your fancypanda.co.uk account. You can also track your order online using the link in your dispatch email. For standard delivery, you should receive your order within 5 working days.

I want to return an item, how do I do this?

If you change your mind, you can cancel your order by logging into your account on the Smiffys website, clicking on your order and requesting a refund. If you have already received your order, please refer to our Returns Policy for full details on how to return unwanted or faulty items to us.

What should I do if an item doesn't fit?

We are unable to send replacement items. Please refer to our Returns Policy for full details on how to return unwanted items to us.

The product I ordered is damaged

We're sorry the item you ordered is damaged or faulty, and we hope you'll give us chance to put this right. Please refer to our Returns Policy for full details.

What payment methods can I use?

We accept PayPal, Visa, Visa Debit, Visa Electron, Mastercard and Maestro.

Do you accept other currencies?

At present, we accept British Pound (GBP) only.

An item I bought is now cheaper; can I have a refund?

The prices of all are costumes and accessories are correct at their time of publication. We reserve the right to alter, amend or change the price of any product at any time without notice. If an item you bought is now cheaper, we're not obliged to refund you the difference.

Help & FAQs