FAQ
General Information
Q: What are your opening hours?
A: Opening hours are displayed as per Brisbane, AUSTRALIA time zones (AEST/GMT+10).
Monday-Wednesday and Friday: 9:30 AM to 5:30 PM
Thursday: 9:30 AM to 6:00 PM
Saturday: 9:00 AM to 4:00 PM
Sundays and QLD Public Holidays: CLOSED.
Q: Do you have a physical store?
A: Yes, we have a physical store located in Brisbane, AUSTRALIA. The address of our store is 179 Moggill Road, Taringa, Brisbane, QLD 4068 AUSTRALIA.
Q: Do you allow costumes to be tried on?
A: Yes, we have fitting rooms available in our Brisbane store for you to try on costumes. We kindly ask that you bring costumes to the front counter to be opened and packed away after trying them on. This helps us keep track of the items and any accessories included in the packaging.
Q: Do you have the costumes in stock at the Taringa shop?
A: We list available quantities of items in our Taringa store on the product page next to ‘Availability’. Some items are sent directly from our interstate warehouses, which will also be noted on the product page. If you're looking for something specific to pick up or order from the Taringa (Brisbane) store, feel free to call us at +617 3870 5881 and we will make sure we have the item at our Brisbane store.
Q: Do you cater for larger sizes?
A: Yes, we offer a range of sizes up to 4XL for both masculine and feminine styles. We also have custom-made hire costumes designed to ensure comfort and a flattering fit for all body types. For costumes available to purchase, sizes are dependent on what is offered by our suppliers. If you are looking for a specific character or style, please reach out to us—our team is happy to help you find costumes or accessories that suit your sizing needs.
Q: Can I arrange for a costume to be held for me?
A: We can generally hold a costume for 24 hours. During Halloween and other busy periods, we may not be able to hold items and suggest ordering online or pre-booking (for hire costumes). There is an option to ‘Pickup in store’ at the checkout.
Q: Do you sell costumes and accessories?
A: Yes! We offer both hire and purchase options. Our range of costumes for sale starts from around $25 and generally up to $140, plus we stock a wide selection of accessories.
Q: Do you price match?
A: We generally do not offer price matching. This is because we cannot verify if an item is the same as one sold by another company or know the cost price they paid for it. Additionally, other businesses may be offering specific discounts or sales, which can impact the pricing. We strive to offer competitive pricing and quality service for all our customers.
Q: Do you offer bulk discounts?
A: Yes, we do offer bulk discounts. For more information, please contact us via phone: +617 3870 5881 or email: chris@crackerjackcostume.com.au, and we’ll be happy to discuss your specific requirements.
Q: Do you have Afterpay in-store?
A: Yes, we do offer Afterpay for both online and in-store purchases.
Online Orders and Shipping
Q: Can I track my order?
A: Yes, we provide tracking information for all shipments. You will receive a tracking number once your order is dispatched. The tracking number is sent to the email address that you provided when you placed your order.
Q: Can I cancel my order after I have placed it?
A: You can cancel your order as long as it has not yet been shipped. If you wish to cancel, please call us as soon as possible, and we’ll do our best to accommodate your request before the item is dispatched.
Q: Where do products get shipped from?
A: Most products are shipped from our physical store in Brisbane, Australia. However, some products may be shipped from our warehouses in Melbourne or Sydney if we don't have the stock available in Brisbane. This will typically be indicated on the product page, with availability marked as "Online Only - Interstate Warehouse." We may also choose to ship from Melbourne or Sydney to expedite your order, depending on stock levels.
Q: How long will it take for my order to arrive?
A: Delivery times for orders vary by destination. You can refer to the information on our Shipping Page for general estimates.
Please note that delivery times are based on Australia Post's current service levels and can change. For the most up-to-date delivery times, please visit Australia Post's website.
Q: Will I be charged customs duties or taxes on my order?
A: All prices include Australian GST. For orders made outside of Australia, local taxes, customs duties, and other fees may apply once your package reaches your country. These costs are the recipient's responsibility, and Cracker Jack Costumes is not accountable for any additional charges. Please contact your local customs office for more details on these potential fees.
Q: Do you offer free international shipping?
A: We do not offer free international shipping. For more information on shipping rates, please refer to our Shipping Page.
General Hire Information
Q: How much does it cost to hire a costume?
A: Our hire prices range from $40 to $120, with an average of $55. This price generally includes accessories like hats, gloves, glasses, and jewellery (excluding wigs unless required for the character).
Q. Do I have to be 18 to hire a costume?
A. Yes. All hire costumes require a contract to be signed so you must be 18 years or older to hire a costume. If you are under 18, a parent or guardian can hire the costume for you.
Q: Do you need a security bond for hire costumes and why do you need it?
A: Yes, a security bond is required at the time of collection. This is typically double the rental cost and ensures the costume is returned in good condition. The bond is refunded on the return of the costume, providing it is in good order. Lost or damaged items will be deducted from the bond. For full loss or extensive damage, we reserve the right to charge additional costs. We accept credit/debit card and cash bonds.
Q: How long is the hire period?
A: The standard hire period is from Thursday to Monday or Tuesday, with a 3-5 day hire period included in the price. Longer periods may be available upon request and late fees may apply.
Q: Can I hire the costume for a longer period?
A: Yes, if you need the costume for a longer period, we can accommodate that. For a day or two extra, it’s complementary (depending on the costume). For longer periods, please consult with our staff for case-by-case advice.
Q: Do you charge late fees?
A: Yes, late fees are $10 per day per costume. This is to ensure the costume is cleaned, repaired (if necessary), and ready for the next hire. If your bond does not cover the late fees, you will receive an invoice with payment due within 7 days.
Q: Can I book a hire costume in advance (online/in-person/over the phone)?
A: Availability of hire costumes is not always guaranteed. Please call us at +617 3870 5881 to confirm availability. You can pre-book costumes up to a few months in advance, with a $20 non-refundable deposit. You can also change the costume at no extra charge (subject to availability). Pre-booking can be done in-store, over the phone or online.
Q: What if I change my mind after collecting the costume or the party is cancelled?
A: Unfortunately, we do not offer refunds or exchanges once the costume has been collected, even if it hasn't been worn. The costume still needs to be cleaned regardless. If the costume has not yet been collected, we can process a partial refunded (minus the $20 booking fee).
Q: Can I hire a costume if I live interstate or overseas?
A: If you live interstate or overseas, you are welcome to hire a costume, but it must be collected from our Brisbane store. We do not ship out hire costumes at this time. However, hire costumes can be shipped back with a reasonable timeframe.
Q: Can I post the hire costume back to you?
A: Yes, you can return the costume via Express Post, ensuring it’s trackable. The costume must be dry, and fragile items (like shoes) should be boxed. Your bond will be refunded once we receive the costume in good condition.
Q: Do you have an afterhours drop-off box?
A: Unfortunately, we do not have a drop-off box.
Q: Can I ask another person to return the costume on my behalf?
A: Yes, you can have someone return the costume for you. However, they must sign for the return. If damages or late fees apply, the person returning the costume must settle these fees at the time of return.
The security bond must be refunded to the same card it was paid on. If someone else drops the costume off, we will require details from the person who paid the bond in order to process a bank transfer for the bond refund.
Q: Are hire accessories and wigs included in the price?
A: Basic accessories are included in the hire price. Character wigs are generally included. If you wish to hire a wig or other accessories that are not included in the standard costume hire, there may be an additional hire cost.
Q: Can I hire part of a costume?
A: In most cases yes you can, unless it is a vital part of the costume. The minimum hire is $30, with a minimum bond of $60. This cost will vary depending on what is being hired.
Q: Do you hire wigs separately?
A: Yes, we do. Short wigs are $25 to hire, and long wigs are $35, depending on styling. We also have a wide range of wigs for sale.
Q: Do you hire shoes separately?
A: Yes, Go-Go boots and other shoes are $35 to hire separately.
Q: Do I have to clean the hire costume?
A: No, cleaning is included in the hire price. We prefer to clean the costumes ourselves, so you can enjoy your event without the worry of cleaning!
Q: How do you ensure all of your costumes are clean and well-maintained?
A: We are meticulous in cleaning our costumes, wigs, and accessories. Costumes are thoroughly washed, and wigs are cleaned and treated with disinfectant, then styled after every hire. Accessories and shoes are also cleaned and disinfected. If you notice any missing buttons or damaged seams, please let us know so we can fix them.
Q: Do you hire kids costumes?
A: We don’t hire kids costumes, but we have a range of costumes for kids to purchase, ranging from $20 to $130. Some of our adult hire costumes can also work for children.