FAQ

ABOUT US
• Who runs the business?
• Where is your company Based?
• Do you have a retail store?
• What are your opening hours?
• Do you have a catalogue?

CONTACT US
• Can I contact you over the phone?
• What email address should I use to contact you?
• What is your postal address?

SHIPPING/DELIVERY
• How much is delivery?
• How long does delivery take?
• Who will deliver my parcel?
• Can I track my item?
• How do I know if my item has been dispatched?
• Can I collect my item from your stores?
• Can someone else sign for my delivery?
• Do you deliver to BFPO addresses?
• Do you deliver to my country?
• What if I'm not home when it's delivered?

PAYMENTS
• Is it safe to order on your website?
• Which credit cards do you accept?
• Can I use a different payment method?
• When will my card be charged for my order?

PRODUCTS
• Will you be getting more?
• Can I get more information on a Product?
• The item I bought is now in sale, can I get the difference refunded?
• I can’t find the product I’m looking for?

YOUR ORDER
• I'm new, how do I order?
• How do I check if an item is in stock?
• How do I know if my order was successful?
• Can I change/cancel my order?
• Can I use my promotional code more than once?
• Where is my order?
• You haven't replied to my query?
• My order contains a faulty item
• You have sent me the wrong item
• Can you confirm you have received my return?
• Part of my order is missing?

RETURNS
• What is your returns policy?
• How long does it take to process returns?
• How long will it be before I get a refund?
• How long will it be before I get an exchange?
• Who pays for return postage?
• Can you confirm you have received my return?
• Why have you not refunded the delivery charge?
• You have refunded me the wrong amount

ACCOUNT INFORMATION
• What if I need to update my account information?

ABOUT US

WHO RUNS THE BUSINESS?
There are five partners in the business:

Gillian Stephenson
Clive Richardson
Carole Richardson
Gavin Brown

WHERE IS YOUR COMPANY BASED?

We are a North East Company, with two retail stores, see below.

WHAT ARE YOUR OPENING HOURS? / DO YOU HAVE A RETAIL STORE?

Magic Box, 140 Northumberland Street, Newcastle upon Tyne, NE1 7DQ

Open,Monday to Friday 9am - 6pm, (late night Thursday 6.30pm) Saturday 9.00am - 5.30pm and 11am - 4.30 Sunday (please note time may change for Holidays and Busy periods)

Telephone 0191 2605900, E Mail info@magicboxfacepaints.com

The Unit, Strand House, Locomotion Way, Camperdown Ind Est, Killingworth NE12 5US

Open,Monday to Saturday 9 - 5.30pm

DO YOU HAVE A CATALOGUE?

We do not currently produce our own catalogue, as both our products and stock levels change on a weekly basis. We do have catalogues in store that you can look through. Our current range is displayed on this site.

CONTACT US

CAN I CONTACT YOU OVER THE PHONE?
General internet enquiries: 01912605900, 0191 232 5335

WHAT EMAIL ADDRESS SHOULD I USE TO CONTACT YOU?

For general internet enquiries, please email info@magicboxfacepaints.com

Or please contact your preferred store by telephone:

Northumberland Street Store: 0191 2605900, 01912325335

Strand House:0191 9083252

WHAT IS YOUR POSTAL ADDRESS?

Returns / Internet address:

Magicbox Northumberland Street, 140 Northumberland Street, Newcastle Upon Tyne, NE1 7DQ

DELIVERY

HOW MUCH IS DELIVERY?
Many, if not all of our competitors have a confusing list of delivery options, we aim to simplify this for our customers by listing the two most popular (plus international) delivery services we have at our disposal and the best prices for those services.

Standard Next Working Day Service £5.00 (UK mainland only)
Saturday Service £25.00 (UK mainland only)

International Delivery, (Cost will be calculated at the checkout)

STANDARD Next Working Day Service £5.00 GUARANTEED and TRACKED.
This is a next day guaranteed and tracked service for orders placed before 3.30pm Monday to Thursday. Orders shipped on Fridays will be delivered the following Monday, excluding bank holidays. (UK mainland only)
(Providing the goods are in stock)

SATURDAY Service £25 Delivered on Saturday GUARANTEED and TRACKED.
You can order a Saturday delivery at any time during the week as long as your order is received by 2pm on Friday. Ensure that you select UK Saturday delivery at checkout.

*All services are based on working days. Weekends, Bank Holidays and other closed days are not counted. (UK mainland only)
If you have been let down by an online company it is usually down to delivery. We hope we have made the standard choices very clear.
However if you have any timed special delivery requirements we will be able to get prices for you.
To ensure you receive your parcel on the date requested please be aware that this is a signed for service, if you have any special delivery requirement please let us know so we can inform the courier.
Please find some examples:
Leave with a neighbour,
In the porch,
Behind the bin
Round the back of the house.

Disclaimer: In the exceptionally rare case that your next day delivery has been delayed though no fault of our own Magicbox may refund the delivery charges depending on the circumstances. This decision is at the discretion of the management. Due to the fact that even though these services state next day, Magicbox do not guarantee this fact, since the guarantee is held by the shipping company and the actual delivery of this item is out of our hands once it has left the warehouse.
How long does delivery take?
All item(s) ordered before 3:30pm on weekdays will be dispatched the same day, and delivered the next WORKING day. If you place your order upon a weekend, then your goods will be dispatched on the next available working day. (unless you select our Saturday service) If your NOT UK mainland your delivery may take upto 48 hours longer. Please contact us for more details.

WHO WILL DELIVER MY PARCEL?
UK Mail - This is a next working day delivery service. www.ukmail.com
International orders are sent via Royal Mail, Air mail service.

CAN I TRACK MY ITEM?
Magicbox do not generally send you the tracking number as 95% of our shipments arrive on time at the their destinations, however if you would like tracking details or if you would like any help with this please email us or call us.

HOW DO I KNOW IF MY ITEM HAS BEEN DISCPATCHED?
You will receive a dispatch confirmation via email, sent to the email address on your online account. Should there be any problem in dispatching your order we will notify you with the reason either via phone or e-mail.

CAN I COLLECT MY ITEM FROM YOUR STORE?
Yes, please contact us via phone on one of the following three numbers:
For Percy Street Store collections please call 0191 232 5335
For Northumberland Street Store collections please call 0191 260 5900
For Metro centre Store collections please calln 0191 460 5900

CAN SOMEONE ELSE SIGN FOR MY DELIVERY?
All parcels require somebody at the delivery address to sign for the package, it does not have to be the addressee. The signature is electronically logged for security. Any signature at the address will be taken as proof of delivery by us.

DO YOU DELIVER TO BFPO ADDRESSES?
We can ship to BFPO addresses, please ensure you complete the billing address field as appropriate and the BFPO address as the delivery address.

CAN I CHANGE THE DELIVERY ADDRESS?
On orders placed online we provide the option to ship to a different address than the one at which your card is registered. For security reasons, this service is discretionary, and we reserve the right to only ship to the billing address, or verify details with our customers before shipping to a different address. If you have made a mistake with your delivery details contact us immediately and we can try to amend them. Orders placed over the telephone may be delivered to either the billing or work address. If the order has already left our office via UK mail we may be able to amend the address on your behalf.

DO YOU DELIVER TO MY COUNTRY?
We deliver to most countries worldwide; your postage rate will be calculated at the checkout when you finish your order. Delivery times vary depend on location, feel free to contact us for additional information on International orders.

WHAT IF I`M NOT HOME WHEN ITS`S DELIVERED?
If UK Mail are unable to obtain a signature from somebody at the address then your parcel will be returned to your nearest UK Mail depot. UK Mail will leave a card at the delivery address, which will have instructions of re-delivery or collection. International delivery companies will also leave a contact card in the same fashion.

PAYMENTS

IS IT SAFE TO ORDER ON YOUR WEBSITE?

Yes, we use industry standard SSL encryption to protect your details. In addition to this, your credit card data is never stored by us. It is transmitted securely to Sagepay, where it is subject to fraud screening measures and the payment is processed securely. Our website also undergoes quarterly security vulnerability scans, and we are in full compliance with the PCi-DSS security legislation introduced in 2009.

WHICH CREDIT CARDS DO YOU ACCEPT?
We currently accept - Mastercard, VISA, Solo, Switch / Maestro, Visa Debit, Delta and Electron for payments online.

CAN I USE A DIFFERENT PAYMENT METHOD?
Yes, we also accept Paypal., and cheques with a valid guarantee card

WHEN WILL MY CARD BE CHARGED FOR MY ORDER?
Due to the nature of our payments system, the full cost of the order will be charged to the card as soon as it is placed.

PRODUCTS

WILL YOU BE GETTING MORE?
Should an item you require be out of stock, you can email us at info@magicboxfancydress.com or call 0191 2325335 and we will check to see when the item will be available again.

CAN I GET MORE INFORMATION ON A PRODUCT?
If you require any additional information on any of the products on our website please email, info@magicboxfancydress.com or call our web team on 0191 232 5335 and they will try to provide you with all the information you require.

THE ITEM I BOUGHT IS NOW IN SALE, CAN I GET THE DIFFERENCE REFUNDED?
Unfortunately should an item be reduced in price after you have purchased it, we are unable to refund the difference.

I CAN’T FIND THE PRODUCT I’M LOOKING FOR?
Unfortunately not all of our products are listed online; there are many reasons for this such as extremely limited stock. Should you be unable to locate the item you require then please e-mail us at info@magicboxfancydress.com or call any of our stores and we will advise as to whether we have the item available or if we are able to order it on your behalf.

YOUR ORDER

I`M NEW, HOW DO I ORDER?

At Magicbox fancydress we go to great lengths to ensure your shopping experience is as easy and secure as possible. You may wish to register or create an account to make the order process easier, but this is not necessary... you can always do this when you checkout. Browse the site; either using the categories bar and drop down menus across the top of the website, our search function, or by narrowing down your choice using the filters located to the left of some of the product pages. Select your item, and add the item to your basket. Once you have finished shopping simply go to the checkout, choose the method of shipping you would like and continue to payment. If you are happy with the order, confirm the payment and the item(s) will be dispatched to you.

HOW DO I CHECK IF AN ITEM IS IN STOCK?
At Magicbox we endeavor to keep our stock levels as up to date as possible however, due to the huge amount of products that are available they may not all be available in all of our stores. If an item is not a stocked item we will order this into store. If an item ordered online is completely out of stock or discontinued we will try to inform you as soon as possible via email or phone. If you do wish to know in advance if a product is in stock in a particular store, please do not hesitate to contact us via email, or by phone.

HOW DO I KNOW IF MY ORDER WAS SUCCESSFUL?
If your order is successful you will see an order success message after you checkout, and then you will receive an automatic email to confirm your order has been received, and is being processed. This means the payment was successful, however if an item is not in stock, or we see there may be a security issue with the payment, we will contact you as soon as possible to resolve the situation. If the product is in stock and there are no other problems, you will then receive a follow up email confirming your item(s) have been dispatched.

CAN I CHANGE/CANCEL MY ORDER?
We are happy to change or cancel orders in accordance with the Distance Selling regulations. If your order has been placed, but not dispatched, we will make the change or cancellation straight away if possible.
CAN I USE MY PROMOTIONAL CODE MORE THAN ONCE?
This depends on the type of code you have received; you will be made aware of this upon receipt of your code.

WHERE IS MY ORDER?
If an order has not arrived when you were expecting it, we recommend first checking the email account your Magicbox account is registered with. Any updates in status will be passed on via email, as it is our primary mode of contact. If you have not received any email updates, please contact us on 0191 232 5335 or email us at info@magicbox.uk.com and we will follow up the progress of your delivery. This can take up to 24 hours but we will always be able to help, all our shipments are insured to the necessary value.

YOU HAVEN'T REPLIED TO MY QUERY?
We try to respond to any queries as quickly as possible; however sometimes there may be delays. As a small independent company we occasionally receive multiple queries at peak times. In such instances we are still trying to provide all our customers the best possible service, but it may take more time. We ask for your patience, but we appreciate how frustrating it can be to have to wait for a response. If you email us again we will give you a call back to address any problems and update you on the progress of your enquiry.

MY ORDER CONTAINS A FAULTY ITEM
If for some reason your order contains a faulty item please contact the sales team immediately and they will assist you in returning the item. When we receive the item back we will replace the item, offer an alternative, offer a refund, or in some cases send the item back to the manufacturer for repair.

YOU HAVE SENT ME THE WRONG ITEM
If you have been sent the wrong item please follow the returns procedure and return it to us. We will send the correct item back out to you and reimburse any costs you may have incurred in sending the incorrect item back to us. If the item is out of stock for any reason, we will contact you to arrange an alternative or refund.

CAN YOU CONFIRM YOU HAVE RECEIVED MY RETURN?
We will try to handle your return as quickly as possible, and you will be contacted by telephone or email when the return has been processed. We recommend that to make a note of the shipping reference provided to you when you send the items back. This will allow you to track your parcel at every stage of delivery, including when we receive it. However, please feel free to call us on 0191 232 5335 or email us at info@magicbox.uk.com to confirm receipt of your return.

PART OF MY ORDER IS MISSING?
An item could be missing from your order for several reasons, more often than not because one item was out of stock. In this case you will have received an email or telephone call stating this and/or your invoice will be marked as being part complete. Any item not in stock can either be forwarded to you upon arrival or refunded at your request.

RETURNS

WHAT IS YOUR RETURNS POLICY?
Internet Purchases
All products will be inspected by our staff before the goods are shipped, all accessories are in sealed bags and we ask you to try your costume on and confirm you are happy before opening the accessories.
All items will be inspected upon their return.
Product Guarantee
All of our products come with our 30 day guarantee, where you may return faulty goods for exchange or refund of original purchase price. This does not affect your Statutory Rights.
Unwanted Products
Unwanted products will be fully refunded up to 7 calendar days after the purchase date however it is your responsibility to pay for the parcel to be returned to Magic Box. Please note: No refund will be given for original shipping.
If you require a replacement / alternative item quickly, we suggest that you place a second order and return the unwanted item at a later date.
Goods you wish to send back must be returned in an unused condition along with their original packaging.
Please do not bend or fold header cards. All packets, inserts and hangers must be returned.
Any item removed from sealed packaging cannot be refunded.
The item(s) must be without use and in suitable condition for resale.
We regret that goods cannot be refunded where there is clear evidence of wear, traces of body odour, cigarette smoke, makeup, fake tan and/or perfume.
Outbound postage costs are non-refundable.
The customer will have to bear the cost of returning the goods to us.
We recommend using a recorded delivery and a postal service which includes insurance to the value of goods being returned.
Returns
Before sending the parcel back to us, please contact us for a Magic Box Returns Authorization Number.
Please have the following available if you are to telephone or email us.
1. You will be asked for the reason for the return.
2. Would you prefer a refund or exchange?
3. Has the item has been used.
4. You will need to confirm your name.
5. Order number.
6. Address and postcode.
You will need to include the Returns Number with your parcel when sending it back to us, as failure to do so will result in delay of any refund.
Exceptions: Magic Box reserve the right for hygiene purposes to remove the following items from our returns policy; wigs, underwear, stockings, tights, contact lenses, cosmetics and eyelashes.
In all instances where the packaging has been damaged, or goods have not been returned to us in a re-saleable condition, it will be at the sole discretion of Magic Box whether we issue a full or partial refund. Disputed Items will be retained by Magic Box until any dispute has been resolved.
Any returned goods that we receive which are outside of this Returns Policy will be defined as 'In Dispute'.
Such In Dispute items will not be refunded or exchanged. A reason for this decision will be provided.
We are happy to re-ship such In Dispute items back to you, otherwise they will be destroyed within 3 calendar months from their receipt back to us.
We aim to process your refund within 7 days. Please note if you paid via card your refunded may not show on your bank statement straight away.
Refunds will be made to the card / pay pal account that was used for the original purchase..
Shop Purchases
If you have bought something in one of our stores and then just change your mind about it, you do not have any legal right to return the goods. Magic Box however operates a Goodwill Policy that entitles you, our customers to return the goods to the store it was purchased from. The item can then be exchange for alternative goods or for an in-store credit note.
To operate the Goodwill Policy we will require proof of purchase and that the goods are returned within 7 days.
Goods you wish to return must be returned in an unused condition along with their original packaging.
Please do not bend or fold header cards. All packets, inserts and hangers must be returned.
Any item removed from sealed packaging cannot be refunded.
The item(s) must be without use and in suitable condition for resale.
We regret that goods cannot be refunded where there is clear evidence of wear, traces of body odor, cigarette smoke, makeup, fake tan and/or perfume.
Exceptions: Magic Box reserve the right for hygiene purposes to remove the following items from our returns policy; wigs, masks, underwear, stockings, tights, contact lenses, cosmetics and eyelashes.
In all instances where the packaging has been damaged, or goods have not been returned to us in a suitable condition, it will be at the sole discretion of Magic Box whether we issue a full or partial refund.
Broken and Faulty Goods.
Magic Box offers a Full Refund Policy on any broken or faulty products; a full purchase price refund will be given on the return of any such goods. If you have purchased by Card, you will need the card you made your original purchase payment on.
If a products fault is not apparent at initial inspection you have 14 calendar days from the date of purchase to return the item to us along with the original receipt.
A full inspection of the goods will take place upon their return.
It will be at the sole discretion of Magic Box whether we issue a full or partial refund if the goods do not appear to be a manufacturing fault.

HOW LONG DOES IT TAKE TO PROCESS RETURNS?
We aim to process any returns within 3 working days of receiving them.

HOW LONG WILL IT BE BEFORE I GET A REFUND?
As long as the returned items meet our refunds criteria, your refund will be with you 24-48 hours after your return is processed, depending on your card issuer or payment method.

HOW LONG WILL IT BE BEFORE I GET AN EXCHANGE?
After your return has been processed, as long as we have the exchange items on stock you should receive them within 3 working days UK mainland orders, 7-10 days for non UK customers.

WHO PAYS FOR RETURN POSTAGE?
You are responsible for the cost of returning an item to us. If you are returning an item for a refund we will refund you MINUS our original delivery cost and will not reimburse the cost of you returning the item to us.
Should you be returning a faulty product or an item which was sent in error then we will refund you the return postage costs and will also cover the costs for sending the replacement item(s) to you.

WHY HAVE YOU NOT REFUNDED THE DELIVERY CHARGE?
Only those orders returned to us for refund due to incorrect or faulted items being sent will have the original postage charges refunded.

YOU HAVE REFUNDED ME THE WRONG AMOUNT
If you feel for any reason that we have incorrectly refunded you then do not hesitate to contact our sales team either calling (0191) 2325335 or by e-mailing info@magicbox.uk.com.

ACCOUNT INFORMATION

WHAT IF I NEED TO UPDATE MY ACCOUNT INFORMATION?
Updating your account information is simple, just log in on line and you will have full access to your account details such as the registered delivery and billing address which you may amend at your leisure. Please ensure that these details are correct and up to date as any errors may cause delays with your deliveries and your order may incur additional postage charges should we need to re-send an item due to the wrong details being listed.

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