At On Icy Ponds, we strive to ensure your satisfaction with our bespoke, handcrafted unique costumes.

Please read our policy regarding returns and refunds for both "Ready to Wear" and Custom Made garments

Ready to Wear

If you have purchased a “ready to wear” garment that has been pre-made and has all the required measurements listed on the sale page, then we will process a refund if you find it ill-fitting or not to your liking - but only if the following conditions are met: 

1.        sanitary sticker, all tags & small bag of rhinestones sent with the costume remain in place;

2.        The costume must have only been tried on while wearing underwear, free from body odour or marks such as deodorant residue;

3.        Contact us via email (onicyponds@gmail.com) within 24 hours of receiving the costume, if possible also providing measurements of the wearer and photos showing the fitting issue, as this will also help us in understanding more clearly the measurement of the garment for someone else

4.        You will need to pay the cost of Express Post with tracking back to us in the same packaging & manner you received it

5.        Once we receive the costume and verify its condition against the photos/video taken before shipment, we will process your refund - less $50 shipping/handling fee

6.        In the very unlikely event that a garment is sent with a fault, the same conditions apply as above, with the addition that we will cover the return postage cost once the fault is verified against the photos/video taken before shipment. We can discuss if you’d like the fault fixed and the garment returned to you at no charge, or offer you a refund.    

Custom Made

If you have purchased a Custom Made garment on-line (ie without fittings), then this garment has been tailored to your specifications and can only be returned for adjustments due to fit issues or if there is a fault.  Please notify us by email within 24hours of receiving the garment. We will arrange a Zoom meeting at a mutually agreeable time to determine current measurements and necessary adjustments.  Return postage and adjustments to fit will be covered by us.

Returns and refunds for any other reason are generally not accepted or negotiated for Custom Made items, as the work has been agreed to after time has been spent assuring the style of what was ordered.  This work has been commissioned, designed, and created specifically to your requirements.  

Issues such as change of mind, or incorrect size due to customer providing incorrect measurements, are not valid reasons for a return or refund.  If the costume does not fit at the time of collection due to body measurements changing, this is out of my scope of control and not a valid reason for return, refund or adjustments at no charge.

If you are local to me and have ordered a Custom Made garment, then we usually ensure that 1 or 2 fittings take place to be certain there is not a problem with fit, prior to notifying that the garment is ready and finalising payment.

We appreciate your understanding of these guidelines as we aim to provide the best possible service. Should you have any questions or need clarification, please don't hesitate to reach out. Thank you .