Policies and Procedures
Our procedures:
Custom orders are uniquely designed ideas or recreations of existing costumes you may see on our website (or elsewhere). No costume is a replica! We like to say that we make “sister” costumes, not “twins.” We never copy another designer's costume exactly, but we can take components of your idea to create a brand-new design. Please remember to be respectful of all costume designers' work.
Please note that each costume is handmade and individually crafted. There will always be slight variances. We are not a manufacturing company (catalog costume) with large factory-grade machinery to cut and sew patterns. Since your costume is hand-sewn, it will have visible seams, stitching, and thread. When we embellish your costume, we strive to conceal any visible seams with bustles, skirts, appliques, and rhinestones; however, some seams will still be visible.
Communication:
Timely responses to our outreaches are crucial! Once your order is placed, please periodically check the email address on file.
Client and business communication will always remain professional. Elite Custom costumes will not tolerate vulgar, aggressive, or threatening communication on any platform. If the client engages in this type of communication, Elite Custom Costumes reserves the right to terminate the order.
*UNCLAIMED COSTUMES*: Once notified of its completion, we give all clients two weeks to claim their costumes. We only allow a 2-week window of unanswered outreaches. After 14 days, we will list the costume for sale publicly. We will not chase you down to ship your order.
Sizing/Alterations:
To begin sewing the costume base, we require five basic measurements: chest, ribs, waist, hips, and girth. If your costume requires additional measurements, we will notify you. If you are taking measurements at home, we can give you a more detailed video guide to follow. This information must be accurate since the costume is custom-made for your dancer only. If you submit inaccurate measurements and your costume does not fit, you will not be eligible for a refund.
Please note that any alterations attempted at home may affect the appearance of any attached embellishments. This includes skirts, appliques, rhinestones, and other embellishments. Running a costume through a sewing machine or hand stitching over existing embellishments will cause them to shift, tear, and sometimes fall entirely off. Please do not report a fit issue after an attempted alteration is made.
Shipping:
Our custom calendar opens every year on April 1st, when we begin accepting orders for the upcoming season. Our calendar fills quickly. We only take 30 custom orders per month, and they are filled on a first-come, first-served basis. We recommend placing your order approximately 4-5 months before you need it. The earlier, the better! This guarantees shipping is available when you need your costume!
EXAMPLE: In the 2022-2023 season, our calendar was closed as of September 2022. This means our calendar is filled from April 1, 2022, through September 1, 2022. We stopped accepting new orders in September.
When you inquire about a custom piece, we will confirm the shipping timeframe (in months). We suggest your costume be shipped about 3-4 weeks before their first competition. Please do not give us the date of the actual competition! We will not ship before the date confirmed with you during your consultation.
All pieces are shipped via 2-3 day priority shipping via USPS. Shipping is included in the price of the costume. An additional cost is expected if you require a more expedited shipping service. The price varies depending on the customer's location. We will communicate prices before shipment.
Payment:
Once the costume design is approved or confirmed, the clients must deposit 50% of the cost. Payments must be made via electronic custom invoice (sent to your email) with a credit/debit card, Apple Pay, PayPal, Venmo, or Bank Transfer. Personal checks will NOT be accepted. Feel free to ask any questions directly about your actual processed payment.
Sketches are provided for a one-time fee of $50, which includes one edit. The $50 fee will be deducted once you place your order. Otherwise, sketches are non-refundable. Once payment is made, sketches are drawn and attached to your invoice.
No refunds, returns, or exchanges are allowed for custom-made-to-order costumes. This is industry standard. If there is an issue with your custom order, we will work with you directly to fix the situation. All custom costume orders come with a free consultation to discuss your order, if needed. Once the design is finalized, it cannot be changed. You will not receive a refund if the costume does not meet your expectations or if you dislike the design.
There are no returns or refunds for ready-to-ship costumes. All ready-to-ship costumes are made in standard US sizes, not custom-cut to your dancers’ measurements. It is the customer’s responsibility to ensure the fit will work. All ready-to-ship costume measurement ranges for street sizes are listed in the descriptions. Please reach out directly with any questions about any size before purchasing.
Once you receive your order:
If you are having an issue after receiving your order, please get in touch with us immediately to discuss the next steps. We’ll work with you to find a solution that we agreed upon. Contact should not be made regarding order issues if the item has been in your possession for over two weeks or worn for a performance.