Frequently Asked Questions
FAQ's
Have a question? We'll try to answer it here or link you to the appropriate information page. If you have any other questions, don't hesitate to Contact us anytime.
How can I contact you?
Email: jennifer@imaginariumcostumedesign.com
Tel: 0406336744
Mail: 9 Robbs Parade, Northcote, Victoria, 3070
Where are you based?
We ship out from Melbourne, Australia. Our studio is in Northcote and is open by appointment for custom orders and fittings.
Do you ship worldwide?
Yes, we ship right around the world via Australia Post & on request DHL Express.
How long will it take for me to receive my order?
For Australian customers, orders take between 1-6 business days, depending on your location. For International customers, orders can take between 1-15 business days, depending on your location & chosen delivery method. Please refer to our detailed shipping section for all information.
Can I track my order?
Yes. You will receive a tracking number once your order has been shipped. Please refer to our detailed shipping section for all information.
Can I cancel my order once it has been placed?
Yes, providing you cancel the order before it has been shipped.
How do I find my size?
Please refer to our sizing information supplied with the product description. Where there is no sizing information supplied please Contact us for advice
How can I order a custom made garment?
We are open to custom costume enquiries and can make your costume for you if time and budget allows. Please be mindful that it can be a lengthy process and last minute requests are unlikely to be possible.
All custom orders require one or more deposits and final payment upon delivery. Full terms and conditions for our custom order service will be available here soon. You will be supplied with a contract outlining the terms and conditions upon ordering your custom garment. Custom made pieces are non refundable or exchangeable. Please contact us to find out more about our custom design and making service or to make an appointment.
I have a discount code or gift voucher, where can I enter this code?
At the checkout page, near your order total you will see a box to enter your discount code. Enter the code and press 'Apply'.
If my item is out of stock can I order it in?
It depends on the item- drop us a line and we will let you know if we can make it for you.
Do you accept returns?
We offer exchanges or store credit on ready to wear items. We can only offer refunds for faulty or incorrect items. We offer a 14 day returns period Australia wide & a 30 day returns period for our international customers. Our full Returns Policy can be found here. Please note there are no refunds or exchanges on custom made garments.
Do you offer media discounts or loans?
We are happy to discuss requirements with costume designers and stylists regarding loan of costumes for photoshoots or fittings. We do not offer a media discount but again are happy to discuss your needs for your production and help where we can. Contact us for more information.
Do you have a physical store I can shop in?
Imaginarium’s studio is at a private residential address and is open by appointment only. From time to time we may host Pop Up stores or market stalls. To keep up to date with these locations please join our mailing list. You can sign up at the bottom of the website page.
Can I collect my order from your studio?
It may be possible to collect your purchases from the studio. Contact us if you would like to arrange this.
How do I care for my purchases?
Due to the unique and individual nature of our products care instructions vary.
Contact us for advice.
