Frequently asked questions
General
Do you sell to consumers?
We are a wholesaler which means unfortunately we do not sell directly to consumers. Fret not, you can find our products at a wide range of high street fancy dress or toy shops and online e-commerce platforms and websites!
Can I come see your products?
We appreciate your interest but currently do not offer in-person product viewing. If you’d like to see our costumes in action, why not contact your account manager to book an in-person visit to your shop or head office, or visit us at an industry trade show like Toy Fair or Toymaster?
Do you offer licensed products?
We have thousands of licensed products under our umbrella! From officially licensed Kidrobot plushies to Marvel costumes to DC Comic’s accessories and beyond, you can browse our entire range of beloved brands here!
Do you design your products yourself?
Absolutely! We have an industry-leading studio which enables us to design and develop our own concepts in house, from initial sketches all the way through to samples and production. No copycats allowed!
Do you offer discounts?
Psst... ever heard of seasonal discounts and sales? Yep, we’ve got those juicy deals to keep your wallet happy. Just stay in the loop by signing up to our email updates here to find out all about limited time flash
sales, seasonal discounts, forward order offers and more.
How do I get in touch?
Visit the contact page here to find out more. We're always happy to speak to customers regarding orders, industry trends, products, recommendations and so much more! Just drop us a line and we'll get back to you as soon as possible!
Account
How do I sign up for an account?
It’s as easy as one, two, three! Sign up for our registration inquiry form here, and one of our account managers will be in
contact to find out more. Once you’ve filled out the necessary paperwork you’ll then be set up with a login for the site so you can browse, order and shop to your heart’s content!
Alternatively, you can also drop us a line over the phone or
contact us here.
How long will it take to get an account?
Our expert account managers will be in touch as soon as possible once your request has been submitted. This can take up to five working days during peak periods; please be patient, and if you have any questions feel free to reach out to customer service!
How do I log into the website?
If you already have an account, you can click the icon next to the search bar above, or click the link here to log in!
How can I view my previous orders?
Simply log into the website portal here and click on the icon in the top right corner. Then navigate to ‘My Dashboard’ where you will be able to find all of your previous order information, as well as your personal
details and address book.
How do I update my billing or delivery address?
You can reach out to our friendly customer service team over the phone or by email to do this. Alternatively, you can also amend your customer details in the my account section of the website.
How do I download product images?
Once you’re logged in, head to the product page you’d like to download the images from, and click ‘download all images’. If you’re eligible, we can also give access to our Customer FTP for quicker downloads and a more streamlined system. Get in contact to find out more and if this is right
for you.
Ordering
How can I place an order?
You can place an order online through your account, or contact customer services by phone or email. Find out more about how to contact us here.
How do I know if a product is in stock, or when it will comeback into stock?
All products and their individual sizes where eligible will clearly show on their product pages whether they are in stock, low stock or out of stock. Where possible, we’ve also integrated the back order functionality so you can see an estimated return date of that particular item.
Do you offer discounts?
Psst... ever heard of seasonal discounts and sales? Yep, we’ve got those juicy deals to keep your wallet happy. Just stay in the loop by signing up to our email updates here to find out all about limited time flash
sales, seasonal discounts, forward order offers and more.
How do I view catalogues?
Dive into our treasure trove of products by clicking on the book icon in the top right hand corner of the website once logged in.
Can I keep items on Back Order?
Yes! Just add the product to your cart and check out as you would normally, if it’s available to purchase.
What sizes do your products come in?
We create products for every member of the family from babies through to pre-school, kids to teens, and adults to even pets, so everyone can bring imagination to life through the transformative power of dress-up.
As a worldwide leader in everyday play, we have previously released our ranges under numerous size charts in order to appeal to a wide range of countries. To create uniformity and a concise collection of products
globally, we are gradually transferring all of our ranges into a new ‘global
size guide’ which will make life for you, our valued customer, easier than ever
before.
Instead of products being labelled in three different
variations, measurements and sizes will be uniform across the world and every
product we sell.
Don’t worry though, our size measurements in precise heights
and centimetres are printed clearly on the outside of each and every piece of
packaging where appropriate, so both you and your customer will understand
clearly what size the product is.
On top of this, every product has a size guide on the page so you can see what sizes you’re ordering, making the process clearer than ever before.
To find out more about size guides please click here.
Payment
What payment methods can I use?
We accept various payment methods, including online payments by card or within pre-agreed credit limits, credit card payments, bank card payments for phone orders and bank transfers for email orders.
Shipping
How long is shipping?
For the BeNeLux: We aim to dispatch orders same day if they are placed by 12pm, however this can vary depending on peak periods. All orders regardless of when they are placed are dispatched on a next-day delivery service.
For International Orders: We will offer you a bespoke quote for timings based on order size, destination and other external factors.
How much is shipping?
Our shipping costs vary based on location and order size.
For The Netherlands, Belgium:
Under €500 order, €10
Over €500 order, free shipping (hurray!)
For Germany, Austria, Poland:
Under €500 order, €22,50
Over €500 order, free shipping (hurray!)
For Denmark, Finland, Sweden:
Under €1000 order, €50
Over €1000 order, free shipping (hurray!)
Minimum order value €500
For other countries:
Delivery to all other countries is Ex Works
Minimum order value €500
Which couriers do you use?
We primarily use DHL for carton shipments and RNL for pallet deliveries.
Product info
How do I know if a product is in stock, or when it will com back into stock?
All products and their individual sizes where eligible will clearly show on their product pages whether they are in stock, low stock or out of stock. Where possible, we’ve also integrated the back order functionality so you can see an estimated return date of that particular item.
What sizes do your products come in?
We create products for every member of the family from babies through to pre-school, kids to teens, and adults to even pets, so everyone can bring imagination to life through the transformative power of dress-up.
As a worldwide leader in everyday play, we have previously released our ranges under numerous size charts in order to appeal to a wide range of countries. To create uniformity and a concise collection of products
globally, we are gradually transferring all of our ranges into a new ‘global
size guide’ which will make life for you, our valued customer, easier than ever
before.
Instead of products being labelled in three different
variations, measurements and sizes will be uniform across the world and every
product we sell.
Don’t worry though, our size measurements in precise heights
and centimetres are printed clearly on the outside of each and every piece of
packaging where appropriate, so both you and your customer will understand
clearly what size the product is.
On top of this, every product has a size guide on the page so you can see what sizes you’re ordering, making the process clearer than ever before.
To find out more about size guides please click here.
How do I download product images?
Once you’re logged in, head to the product page you’d like to download the images from, and click ‘download all images’. If you’re eligible, we can also give access to our Customer FTP for quicker downloads and a more streamlined system. Get in contact to find out more and if this is right
for you.
Ex Works
What does Ex Works (EXW) mean?
All prices are Ex Works from our Netherlands warehouse. This means you arrange your own transport or we can provide a forwarding quote on request. Customers who arrange their own transport receive a 5% discount on orders above €1.000,-.
When do I fall under Ex Works conditions?
Customers outside the Benelux, Germany, Austria, Poland, Denmark, Finland and Sweden are classified as export customers and fall under Ex Works terms.
What is the minimum order value for export customers?
Opening an order for a new account: €1.500,-
Thereafter: €500 shippable. Orders under €500 will be placed under back order until the shippable value exceeds €500,-.
What are the payment terms for export customers?
- No credit accounts available
- Pro-forma payment required by bank transfer or approved Credit Card in Euro (no American Express)
- Payment must be made within 5 days of invoice; otherwise goods will be returned to stock
Do you provide certificates and customs paperwork?
Certificates and additional customs documents are not automatically included. If requested in advance, they can be provided at cost and invoiced separately.