Costumes, masks, wigs, hats, accessories - Melbourne - Australia
...your party starts at Ufi Mart
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Ph: +61 3 9886 1242 - Melbourne - Australia
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Shipping & Returns

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Ordering information

Freight & Packaging
US and Canada
UK and EU
NZ & Pacific

Returns & Exchanges


Ordering information


Ufi Mart Pty Ltd is a mail-order, Internet on-line business based in Melbourne, Australia. The exact location of our main office is:

Office 39, Martin Place, Glen Waverley, Victoria 3150, Australia
(For the Melbourne locals: Melway Map 62 C-11).

To see us in Google maps click here

Pick ups from our office at Glen Waverley are possible (NOTICE NEW HOURS):
Monday to Wednesday: 9am to 5pm; Thursday and Friday: 10am to 7:30pm. Saturday pick-ups are also possible between 11:30am and 4:30pm).

Please note that there is a minimum order amount of AU$10 for on-line, pick-up orders, or any other ordering modality.

Pick-ups from our office at Glen Waverley, and ordering are subject at least to the following conditions. (These conditions may vary without notice, although we will always try to update the on-line information that follows):

  • Depending on the item, it is usually not possible for customers to take the items out of their packages, or try them on physically at our office. We are mainly an on-line retailer, and our offices are basucaly a point of collection.
    It is most likely that in the near future this situation may change, either because we may re-structure our office, or because we move to a more appropriate and larger premises.

  • We can only accept orders that are placed on-line. One exception is the case of bulk orders or orders from educational institutions which can be FAXed to us (please call us for our fax number). Please call us if you need a quote for a large quantity of items for us to arrange for the quote.
    If you need to pick up, you need to place the order on-line. When you are at our office, it is sometimes possible to add or swap items in your order. However, we simply may not have items available at our offices, and our warehouse is at some distance from the office. We have over 6000 products, and our office physical space does not allow to keep stock.

  • We apologise we cannot take orders over the phone at this moment; this situation may change in the future. However, you can select in the ordering process that you will call us to give us your credit card over the phone (not recommended, though, as our 256bit encryption secure server is far more secure than any phone conversation).

  • If you plan to collect your order from our office, you can select that you will pay when you collect your order from the store. This is not possible for some items of higher cost, or for some other nonspecific reasons, and in these cases we require pre-payment; we will contact you if pre-payment is necessary. Examples are most Celebrity wigs, collectibles (collectable items), and very high price costumes.

  • You can call us for us to confirm the availability of the items you wish to order, and for any other reason you may deem necessary, all, except for us to take orders over the phone.

  • When you order on-line, you will be able to choose to pick up from our office in Glen Waverley.
    The system will not charge shipping in this case.
    If possible, please write in the 'comments' field which date(s) and time(s) you wish to pick up your order.
  • We will contact you as soon as the item is ready to be collected, usually both by phone and by e-mail, as well as in the case of any unusual circumstances or some problem with the order.

  • If you need to bring children with you when you come to pick up your order(s), please be aware our office is not at present a physically safe environment for children; in other words, they can get hurt with furniture, objects, mannequins, etc. if left unattended and unmanaged by you.

    Please also be aware children can break things, dirt carpets, dirt or break chairs, break glasses, etc, etc., and you may become responsible for any damage to the premises or to items.

    You must not give food to your children while they are inside our premises (including cookies, liquids, baby food, or any other kind).

    You are responsible for managing your children responsibly while within our premises. (Similarly, you must not enter our premises with any kind of food or drinks).

    We do apologise for all the uneasiness and inconvenience this may imply at times, and we may have more appropriate facilities in the future that may make our premises more appropriate for children's expected type of activities.

You can contact us over the phone on (03) 8819 4011 and (03) 9886 1242 (within Australia) or +61 3 8819 4011 and +61 3 9886 1242 (Internationally), through this website, or alternatively by e-mail or by normal snail-mail.

Please let us know if you need the parcel to be labeled as -personal and confidential-. Let us know if the order is for a gift, and you do not wish the credit card receipt and/or invoice to be sent to the intended recipient of the order. The delivery address and the billing address can be different. You can modify the delivery address during the ordering process or going to your account details at any moment.

Please also let us know if you authorise the delivery PostPerson or Courier to leave the parcel if you are not available to receive it and sign for it. Probably this is a safe procedure in most cases, although it all depends on each case and on unforseeable situations on your delivery address. If you need to authorise this procedure, you are responsible for any damage or loss of the parcel.

At present, we are only accepting payments through Visa, Mastercard, American Express (AMEX), JCB, Australia Post Money Orders, EPTPOS and cash. We can accept Cheques (Checks) from certain institutions under certain conditions (see conditions below).

Conditions for paying using cheques (checks):

Important: We will not be accepting cheques (checks) as a form of payment from 01 August 2013.

  • Cheques (Checks) should be made out to Ufi Mart Pty Ltd and mailed to PO Box 1303 Glen Waverley VIC 3150, Australia, and marked "NOT NEGOTIABLE".
  • We only accept cheques for purchases inside Australia and for amounts equal or greater to A$500.
  • Sometimes educational and other institutions may be able to pay by cheque for amounts less than $500.
  • Please contact us directly if you plan to pay in this form before sending us a cheque (check).
  • In some cases we may need to verify the cheque with the bank to make it a guaranteed cheque.
  • We can only send the goods after the cheque has cleared and the funds are fully available to us.
  • There is a sur-charge of A$30.oo to cover the extra work involved when the payment is by cheque (as we have to send somebody (human) to deposit the cheque at the bank, we have to keep checking if the cheque has cleared, and if the cheque bounces we incur in additional work and fees from the bank).


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Freight & Packaging


The system will automatically calculate your freight charges according to weight once you enter the delivery address.

Note: For some destinations the system may under-estimate (and sometimes over-estimate) the cost of the freight. This is so, especially for items that occupy larger than normal volumes, for which cases carriers (including Australia Post) applies a 'by volume' rate instead of 'by weight' one. We may need to contact you in these cases.

What happens when Postal services charge not by weight but by volume?

For certain parcels, postal services, (including some private couriers), multiply Length times Width times Height times 250, and the result will be in equivalent Kg (L, W, and H must be in meters). For instance, a box with some big hats may really weigh only 1.2 Kg, however when the formula above is applied they may charge it as, say, a 4Kg parcel.

Delivery within Australia

We offer a Express Shipping service which is next business-day delivery to most city areas. We use Australia Post e-parcel express. Most orders placed before 11am EST and to which full payment has been received will be shipped that same day.

Dispatch of some costumes and certain other items may take up to 3 business days. If you need something urgently, even if you are located in Western Australia or a country area, please contact our office because in some cases we can arrange alternative shipping with Australia Post Platinum Express, Australian Air Express, or a private courier. These shipping methods can attract additional charges, and we will contact you over the phone or via email for you to take the decision.

It is best if you let us know in the comment box of your order the date by which you require the goods, specially if it is urgent or next day delivery. In this way, if there are any foreseeable delays or we believe it may not make it on time, we will contact you right away for you to take a decision in regards to your order.

Unfortunately, we are not able to guarantee that you will receive the order on time, as it is always the case that after we ship it your parcel(s) are in the hands of Australia Post or a courier, and outside our control. However, if you do not receive the order on time, it is possible for you to return it for a refund as long as (also see conditions of return at the of this page):

  • You notify us before returning it;
  • You do not open the package and specify to the postPerson delivering “Return to Sender” ; or
  • You refuse delivery.

In this case, we will refund you the price you paid for the goods, however we will not refund you the postage and handling charges.

Postage prices start at $10, which can carry up to 500 grams (including weight of the box and packaging materials). To give you an idea, most masks are very light, (except for latex masks), and we can usually ship up 3-5 in this freight bracket.

To have a good estimate of postage charge, add the products to your cart, and in the shopping cart page click on the button named: -Estimate Shipping- located on the left side of the page and under the list of items in your cart.

Note: For some destinations the system may under-estimate (and sometimes over-estimate) the cost of the freight.  This can occur especially for items that occupy larger than normal volumes, for which cases carriers (including Australia Post) apply a 'by volume' rate instead of 'by weight' rate.  We may need to contact you in these cases.

All our deliveries require signature when they are delivered in order to protect you and ourselves. Your items are fully insured and can be tracked. You will receive a dispatch confirmation email. If at any time you are concerned about your delivery, please contact our office on 03 9886 1242 or 03 8819 4011 and we will follow it up.

If there is no-one to receive the parcel at the time of delivery, Australia Post will leave a card on your mail box and take the parcel to your nearest Post Office. You will need to take with you some proof of identity when collecting your order from the Post Office.

Please, note that this card is relatively small and can be easily lost among the pack of -junk- mail in your mailbox. It is usually the case that the person delivering the parcel will not take the risk of leaving the order unattended, irrespectively of the possibility of her or him finding an apparently safe place to do so. However, you can authorise the mail person to leave the parcel(s), in which case neither us or Australia Post can be responsible for the parcel(s) going missing.

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International shipping

All International orders will be shipped by default via Regular Air Mail, registered and insured. To have a reliable idea of the cost of shipping, add the products to your cart, and in the shopping cart page, click on the button named: -Estimate Shipping- located on the left side of the page and under the list of items in your cart.

Delivery times are usually 5 to 12 business days, however in some cases there may be delays which are totally out or our control. Delays usually occur at the stage of Customs clearance at the country of destination. Greater delays may take placed during peak times, such as between October and December. During this season, we recommend you to allow an extra 10 business days for delivery.

If you need your order urgently, we can also ship it via EMS Courier Service. This service takes between 3-6 business days and it has priority with customs clearance. Some extra postage usually apply for EMS service. Please send us an email letting us know which products you wish to purchase for us to calculate the shipping via this method.

Unfortunately, we are not able to guarantee that you will receive the order on time, as it is always the case that after we ship it your order it is in the hands of the postal service or a courier, and outside our control. However, if you do not receive the order on time, it is possible for you to return it for a refund as long as (please see more conditions for return at the end of this page):

  • You notify us before returning it;
  • You do not open the package and specify to the postPerson to “Return to Sender” ; or
  • You refuse delivery.

In this case, we will refund you the price you paid for the goods, however we will not refund you the postage and handling charges.

All our deliveries require signature when they are delivered in order to protect you and ourselves. Your items are fully insured and can be tracked. You will receive a dispatch confirmation email. If at any time you are concerned about your delivery, please contact our office on +61 3 9886 1242 and we will follow it up.

If there is no-one to receive the parcel at the time of delivery, the mailPerson most probably will leave a card on your mail box and take the parcel to your nearest Post Office. You will need to take with you some proof of identity when collecting your order from the Post Office.

Please, note that these cards are usually relatively small and can be easily lost among the pack of -junk- mail in your mailbox. It is usually the case that the person delivering the parcel will not take the risk leaving the order unattended, irrespectively of the possibility of her or him finding an apparently safe place to do so.

 

Deliveries to continental USA by International Air Mail:

All orders that go by ordinary AirMail are insured automatically up to the total amount of the items. The insurance premium is already included in the rates below.

From November 2010 US Customs have stepped up security procedures. As a consequence, the postal service has come up with an additional increase of A$9.00 the cost of shipping to the US for all parcels 500gr or over, and a 48hr delay in transportation time. Although we certainly are unhappy with this so called "security surcharge", we have no alternative other than increase all rates for parcels over 500gr to the US by A$9.00 Please notice that this surcharge does not apply to Canada.

Tracking sites:
For orders to the US: http://trkcnfrm1.smi.usps.com/PTSInternetWeb/InterLabelInquiry.do

We have waived the handling fee in the case of International orders in order to keep shipping costs as low as possible. Orders by AirMail to outside Australia take 3 to 10+ business days to be delivered after we send the goods. However, you can expect normally between 8 and 12 business days. In the case of the USA, the West coast may be faster than the East coast because in most cases L.A. is the port of entry, although not always.

Orders to CANADA and SAUDI ARABIA - (ZONE "NI"): : Please notice that these countries, although in the same postal zone, do not offer insurance. The only tracking possibilities are by Registered mail, or by Express Courier International which is more costly. Unfortunately, and sadly, we can't take responsibility for missing parcels sent to these countries above A$200.00.

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It is possible to send urgent International orders, however rates are significantly higher. Heavier or high-value orders may attract higher rates.
Note: Proper adjustment to freight charges are done manually in accordance to tables part of our website if necessary.

Deliveries to the UK and other EU countries by International Air Mail:

All orders that go by ordinary AirMail are insured automatically up to the total amount of the items. The insurance premium is already included in the freight charges as this enables us to track the parcel.

Tracking sites:

For orders to the UK: http://track.postoffice.co.uk/portal/po/track?catId=7800129
For tracking orders to other countries, please consult their respective national mail services.

We have waived the handling fee in order to keep shipping costs as low as possible. The freight fee is exactly what we are charged by Australia Post for shipping and insurance. Orders by AirMail to outside Australia take 3 to 10+ business days to be delivered after we send the goods.

Orders to GERMANY, DENMARK - (ZONE "NI"): Please notice that these countries do not offer insurance. The only tracking possibilities are by Registered mail (see table below), or by Express Courier International which is more costly. Unfortunately, and sadly, we can't take responsibility for missing parcels sent to these countries above A$200.00.


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It is possible to send urgent International orders, however rates are significantly higher. Heavier or high-value orders may attract higher rates.
Note: Proper adjustment to freight charges are done manually in accordance to the tables in our website if necessary.

Deliveries to New Zealand and selected countries in the Pacific geographic area by International Air Mail:

All orders that go by ordinary AirMail are insured automatically up to the total amount of the items. The insurance premium is already included in the freight charges as this enables us to track the parcel.

Tracking sites:
For orders to New Zealand: http://www.nzpost.co.nz/Cultures/en-NZ/OnlineTools/TrackAndTrace/
For tracking orders to other countries, please consult their respective national mail services.

We have waived the handling fee in order to keep shipping costs as low as possible. The freight fee is exactly what we are charged by Australia Post for shipping and insurance. Orders by airMail take 3 to10 business days to be delivered after we send the goods.

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It is possible to send urgent International orders, however rates are significantly higher. Heavier or high-value orders may attract higher rates.
Note: Proper adjustment to freight charges are done manually in accordance to the tables part of our website if necessary.

Please contact us for information on deliveries to other countries not mentioned above.

You will receive the formal invoice by e-mail, and the goods will be accompanied by the credit card's Receipt Of Charge (ROC). Sale tax is only applicable to destinations within Australia; all other countries are sale tax free.

Returns & Exchanges

Returns must be sent to the following address:

Ufi Mart Pty Ltd
(Re: _______ )
Office 39 Martin Place,
(Deliver between 10am and 5pm)
Glen Waverley, Vic 3150

Please write in the Re: line the reference number we have provided you with for the return. It is indispensable that you get this number from us before you return items. You can call us or e-mail us to get the reference number.

Before returning any item, please read carefully the conditions below.

We understand that it can be difficult buying over the Internet without trying on the product to confirm if the colour, size, or style suits you. Except for some items as described below, we accept returns, although certain conditions apply, again described below.

In the case of wrong colour or size we can do an exchange, provided that:

  • You notify us within 3 business days of taking delivery;

  • In general, the item must not have been worn, except, of course, for carefully trying it on.

    Please notice that once you receive your items, it is your responsibility to assess if the item has the appropriate size for you or the intended user. If you force the item when trying it on and it reaps or the seams get damaged, we will not be able to take it back, and after we receive it back and carefully check it, we will contact you advising you the item has been damaged when in your hands and that we cannot take back.

  • All the labels and packaging are intact;

  • The item is returned within 7 business days after we have authorised the exchange;

  • The item must not be one of our non-returnable items;

We also accept returns for unspecified reasons, provided that:

  • You notify us within 24 hours of taking delivery;

  • In general, the item must not have been worn, except, of course, for carefully trying it on.

    Please notice that once you receive your items, it is your responsibility to assess if the item has the appropriate size for you or the intended user. If you force the item when trying it on and it reaps or the seams get damaged, we will not be able to take it back, and after we receive it back and carefully check it, we will contact you advising you the item has been damaged when in your hands and that we cannot take back.

  • All the labels and packaging are intact;

  • The item is returned within 1 business day (24 hours) after we have authorised the return;

  • The item must not be one of our non-returnable items;

We will refund you whatever is less of either 95% of the price, (minus discounts if applicable), you paid for the item(s), or 95% of the new current retail price. Amounts will be refunded to the same credit card or bank card used to pay for the original order. If we have to replace the item(s) and ship them back to you we will also charge you for the postage, although you can use a different credit card. We keep your credit card information off-line for 14 days. After those 14 days we destroy your credit card information from all of our records for security purposes. Your credit card information on-line and in any electronic media is destroyed almost immediately after we receive your order, again for security purposes. In some occasions, we may delete all records of your credit card information right after we receive your order, and we may have to contact you for the purpose of refunds.

If your purchase is a bulk sale we may contact you for establishing and agreeing to different conditions for returns and refunds before we process your payment. A bulk sale is in general when the number of items of the same item code is greater than 10, or the total of the same item code is greater than A$200 items.

In all cases, the freight charges for returns are the responsibility of the purchaser, and we recommend to use a method for which tracking is possible. In case of loss in the mailing of items returned by a purchaser, the responsibility is all on the side of the purchaser, for which in some cases may be advisable to organise postal insurance.

We reserve the right to refuse any items which:

  • Presents signs of wear such as sweat, perfume, or cigarette smell;
  • Is soiled or ripped because of wear or forced fitting;
  • Has missing accessories;
  • Is damaged in any way because of attempts of alterations to the original product;
  • packaging is not complete or it is damaged;
  • Is one of our non-returnable items.


Because of health reasons, the following items are not returnable:

  • Eyelashes;
  • Face paints;
  • Undergarments;
  • Socks & stockings;
  • Beards and moustaches (unless they are returned in their sealed, unopened package);
  • Fangs and fake teeth (even if they are returned in their sealed, apparently unopened package);
  • Clearance or on-sale items.

In the case of  faulty or defective goods, we will exchange the item in question or issue a refund if a replacement is not available provided that: you notify us within 24 hours of taking delivery. In this case, the item must not have been worn, except for trying it on, all the labels and packaging must be intact, and the item is returned within 1 business day after we have authorised the return. Please notice that we inspect every item we ship before it is packed for shipping. Nonetheless, sometimes we may not see some non obvious defects. We also try to pack items in a way that the parcel can withstand load to avoid damaging of the item. We are trying to implement a more rigorous checking process for the items shipped, and items may be accompanied by a form confirming their status at the moment of shipping.

In the case of orders within Australia, please send all items via registered post for the Australia Post system to allow the tracking of your returned parcel. This is for your protection as we cannot be held responsible if the item is lost in the mail. Registered post insures the parcel by default for up to A$100 (Australia Post). If the value of the goods is greater than $100, you may wish to purchase additional insurance. The cost of insurance is minimal.

If you decide not to use registered post to return your item, we cannot accept responsibility if the parcel does not reach us. We will, however, process your return if and when the parcel is found.

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