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 make a brand-new design. Please remember to be respectful of ALL costume designers' work!
PLEASE UNDERSTAND THAT EACH COSTUME IS MADE INDIVIDUALLY BY HAND. THERE WILL ALWAYS BE SLIGHT VARIANCES!
Unfortunately, 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 try our best to hide any visible seams with bustles, skirts, appliques, and rhinestones, but again, there will be visible seams!
Sketches are not provided for every order! One free sketch is provided for any new custom design created together (not listed on the website). We will not sketch existing or the same costume in a different color. This saves time, which can be put into creating the costume!
Communication:
*PLEASE KEEP IN MIND* 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 REMAIN PROFESSIONAL AT ALL TIMES. ELITE CUSTOM COSTUMES WILL NOT TOLERATE VULGER, AGGRESSIVE, OR THREATENING COMMUNICATION ON ANY PLATFORM. IF THE CLIENT ENGAGES IN THIS TYPE OF BEHAVIOR, ELITE CUSTOM COSTUMES HAVE THE RIGHT TO AND WILL TERMINATE THE ORDER.
*UNCLAIMED COSTUMES*: Once notified of its completion, we give all clients two weeks to claim their costume. 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 let you know. If you are taking measurements at home, we can provide a further detailed video guide for you 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 receive a refund.
*PLEASE KEEP IN MIND* Any alterations attempted at home will impact the look of any attached embellishments. This includes skirts, appliques, rhinestones, etc. Running a costume through a sewing machine or hand stitching over existing embellishments will cause it 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. This is when we begin to accept orders for the following season. Our calendar fills quickly. We only accept 30 custom orders per month. Our calendar fills on a first-come, first-serve basis. We suggest placing your order about 4-5 months before you need it. The earlier, the better! This guarantees shipping is available for 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 4/1/22 through 9/1/22. We stopped accepting new orders in September.
When you inquire about a custom piece, we will confirm a "need by date" from you. If our calendar permits, *THIS IS WHEN YOUR ORDER WILL SHIP- NOT BEFORE OR AFTER* We suggest that your costume be shipped about 2-3 weeks before their first competition. If there are any delays in our process or shipping, we will communicate this with the client in ample time. *PLEASE DO NOT GIVE US THE DATE OF THE ACTUAL COMPETITION! WE WILL NOT SHIP BEFORE THE DATE GIVEN* IF NO DATE IS GIVEN, IT IS A STANDARD 15-WEEK PROCESS.
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.
IF A PACKAGE IS STOLEN, LOST, OR DAMAGED, IT IS NOT ELITE CUSTOM COSTUMES RESPONSIBILITY! ALL PACKAGES ARE SHIPPED AND INSURED BY USPS (up to $400). THE CLIENT IS RESPONSIBLE FOR CONTACTING USPS TO OPEN A CLAIM! JUST BECAUSE YOUR PACKAGE HAS BEEN STOLEN, LOST, OR DAMAGED DOES NOT MEAN WE WILL REFUND YOU. USPS WILL DEEM IF A REFUND IS GIVEN. THIS IS WHY WE PAY FOR SHIPPING INSURANCE. Unfortunately, there is not much that our business can do if this happens to your package. We will require a case number from USPS to keep on file.
Payment:
Once the costume design has been approved, all clients must make a 50% deposit of the entire costume cost.
Payments must be made via electronic custom invoice (sent to your email) with a credit/debit card, Apple Pay, or Bank Transfer. Personal checks will NOT be accepted. You can ask any questions regarding your actual processed payment directly.
There are no refunds, returns, or exchanges for custom-made-to-order costumes! This is an industry-standard. If there is an issue with your custom order, Elite Custom Costumes will work with you directly to rectify the situation. You will not receive a refund because the costume is not what you envisioned. All custom costume orders come with a free consultation to discuss your order (if needed). Once the design is finalized, it cannot be changed!
There are no returns or refunds for ready-to-ship costumes. All ready-to-ship costumes are custom-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 measurements are listed!
After you receive your order:
After receiving your order within one week, if it doesn't fit properly or you are experiencing an issue, please contact us immediately to discuss the next steps. Elite Custom Costumes will work with you to find a standard, agreed-upon solution. Contact should not be made regarding order issues if the item has been in your possession for over two weeks. We track all deliveries. We are a busy small business and can only devote much time to each order!