Your item doesn't fit or doesn't meet your expectations?
No problem – you can easily return your order within 14 days of receipt.

It's best to use our returns portal for this
(Customers from CH please scroll down):

Here's how it works:

1. Register your return:
   Register your return in the returns portal. There you select which items you want to return, including the reason for return and quantity.
    
2. Label & Form:
   After registration, you will receive a discounted return label (only for returns from Germany). You can easily print this out and stick it on your package. Please fill out the return form included in the package. Filling it out is voluntary, but it helps our team process your return faster.
    
3. Send package:
   Please send the package at your own expense to the following address:

Karneval Universe – RETURNS
c/o VDS Fulfillment
Siemensstraße 14
37412 Herzberg am Harz
Germany

Important:

• Return postage:
  As stated in our right of withdrawal, the buyer bears the return postage costs in the event of a withdrawal. This has been regulated by law since July 2014. Of course, we would like to waive the return postage costs for our customers, but unfortunately, as a medium-sized company, this is not possible for us. We would have to pass on the additional costs incurred to our prices, so that we could not maintain our attractive pricing.
   
• Condition of the goods:
  Items must be returned unused, undamaged, and, if possible, in their original packaging with all components (accessories, labels, etc.).
   
• Excluded from exchange:
  For hygienic reasons, the following items cannot be returned: contact lenses, dentures, underwear, mankinis, make-up (cosmetics, lipsticks, make-up pencils, creams), as well as pyrotechnic articles and spray cans.

Exchange:

A direct exchange is unfortunately not possible.
If, for example, you need a different size, please reorder the item in the shop and simply return the first item. We will refund the purchase price after receipt of the return.

Complaint:

A direct exchange is unfortunately not possible.
Do you have a defective item or another complaint? Please contact us before returning the item, with a description of the problem and, in case of a defect, preferably with a picture, at:

• kundenservice@karneval-universe.de
• +49 (0)89 632 033 89 (Mon–Fri, 10:00 AM–2:00 PM)

Customers from Switzerland:

Cutglass Halloween Gore Store GmbH
c/o exporto Schweiz
Hauptstrasse 137 C
8274 Tägerwilen
Switzerland

Further information on the statutory right of withdrawal can be found in our General Terms and Conditions. You can view them here.
If you have any further questions about returns, please call us or send us an email: