Refund policy
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Refund & Returns Policy
This policy explains how order cancellations, returns, and refunds are handled.
⏳ Order Cancellation
Due to the accelerated processing required during peak season, cancellation requests must be received within 6 hours of payment. Once an order has entered processing, it can no longer be cancelled, and our standard return process will apply instead.
To request a cancellation, email support@Loholie.com with your order number.
🕸️ Returns & Eligibility
Unused Unused items — up to 30 daysWe accept returns of unused, unopened items within 30 days of delivery. To qualify, the item needs to be unopened, unused, in its original packaging, in the same condition you received it, and accompanied by proof of purchase.
Please inspect your order as soon as it arrives — especially costume pieces and props, which can be time-sensitive. If something's defective, damaged, or not what you ordered, contact us within 3 days of delivery with clear photos or a short video. Claims submitted later, or without evidence, unfortunately can't be honored.
For hygiene and safety reasons, and due to the seasonal nature of our catalog, we can't accept returns of: worn or used costumes, wigs, and masks; opened face paint, makeup, prosthetics, and other cosmetics; sale or clearance items; downloadable/digital products; custom or personalized products; and hazardous materials such as fog fluid, flammable props, or aerosols.
If an exchange is approved, we may ask you to cover the cost of re-shipping the replacement item. Because inventory moves quickly during the Halloween season, we recommend requesting an exchange as early as possible. Email support@Loholie.com for instructions.
If your order was shipped to the EU, you may have the right to cancel or return it within 14 days, for any reason, as long as the item is unused and in its original condition and packaging.
👻 Refunds
We issue refunds only after we've received, inspected, and approved the returned item. Once approved, we process the refund to your original payment method within 7 business days — your bank or card issuer may take a little longer to post the credit.