Help Page
How can we help?
Need help with your GreatMascot order? Start with the steps below, from choosing a costume to arranging delivery and getting support after it arrives.
Choose your costume
Browse our categories or use the search box to find a design. Open the product page and review the description, included items, size guidance, and available options before adding it to your cart. If you are unsure which costume suits your needs, email us with the product link and a brief description of your event or intended use.
Size & customization
Use the product's size guidance and the wearer's height to choose a size. For help with fit, send us the wearer's height, weight, chest, and waist measurements, with the units clearly stated.
For custom colors, logos, design changes, or a costume based on your own artwork, email sale@greatmascot.com with the product link or reference images and your requirements. Contact us before ordering so we can review what is possible and confirm the price and schedule. Make sure the final measurements and design details are agreed before production begins.
Place your order & pay
- Select the available product options and quantity, then add the item to your cart.
- Enter your delivery details and choose a shipping method at checkout.
- Review the currency, product options, shipping charge, and final total before paying through PayPal.
Credit or debit card payment and guest checkout are available only where PayPal offers them for your transaction. If payment fails or remains pending, contact us before paying again.
Read Payment Methods for more details.
Check your order
If you placed your order through a GreatMascot account, use the Order History link to look for your order. For a production or delivery update, or if you cannot find the order, email us with your order number and the email address used at checkout. Include any tracking number you have so we can check the shipment.
Plan your delivery
Most costumes are made to order. Allow for both production and transit time when planning your delivery.
Production
3–5 working days, normallyAfter payment and the necessary order details are confirmed. Complex customization may take longer.
Free Shipping
10–15 working days after dispatchEstimated transit time.
Express Shipping
3–7 working days after dispatchEstimated transit time. Check the shipping charge at checkout.
If you have an event deadline, contact us before ordering with your destination and required date. Delivery times are estimates.
Duties & taxes included. Customs duties and import taxes are included under DDP arrangements. If you receive an additional payment request, contact us and keep the notice and any receipts.
Read Shipping & Delivery for the full delivery guidance. For an address correction, email us promptly with your order number; changes may not be possible after dispatch.
After-sales support & cancellations
A problem with your delivery?
Inspect your costume when it arrives. Report apparent quality problems, shipping damage, or an incorrect item within 3 calendar days of delivery. Send your order number, a description, and clear photos or videos where available. For shipping damage, keep the packaging and photograph the shipping label.
We review these requests within 3 working days. Contact us before returning anything; we will provide the approved return address and instructions if a return is needed.
Need to cancel?
You can cancel within 24 hours of placing your order for a full refund. After 24 hours, cancellation depends on production progress and may involve charges for work already completed, or may no longer be possible. See Returns & Refunds for the full procedure.
These store rules do not limit your rights under applicable consumer law.
Contact GreatMascot
For order support, include your order number, the email address used at checkout, and a brief explanation of what you need. For a new inquiry, include the product link or reference image, wearer measurements if relevant, delivery destination, and any event deadline.
Never send card numbers, passwords, or payment security codes.