Frequently Asked Questions

Orders and payment

How do I know my order was received?

A confirmation is sent to the email address used at checkout. Check spam, junk and promotions folders if it does not arrive.

Which payment methods are available?

The methods available for your country are displayed securely at checkout and may vary by market.

Can I change or cancel an order?

Email support@hallowvia.com immediately. A change or cancellation is not guaranteed after preparation starts or the order ships.

Shipping, tracking, VAT and customs

How long does delivery take?

In Europe, preparation generally takes 1–3 business days, followed by tracked delivery estimated at 5–15 business days after dispatch; some countries or parcels show 8–18 business days at checkout. For Mexico, the estimated total is 7–18 business days, with 1–3 days of preparation and 6–15 days of transit, without a guaranteed date.

How much is shipping to Mexico?

Standard tracked shipping is 129 MXN per order, charged once even with several items. Country-specific European rates are shown at checkout.

How do I track my order?

Use the link in the shipping email and see Track My Order.

Why is my order arriving in several parcels?

Some orders are divided into several parcels for logistical reasons. Parcels may arrive on different dates, without an extra charge solely because of the separation.

Will I receive several tracking numbers?

Yes. Each parcel can have its own number and available tracking is sent by email.

How are larger orders shipped?

They may be divided into several parcels to assist preparation and transit. No special action is required from you.

How are VAT and possible customs charges handled?

In Europe, the rules depend on the country and shipping method; checkout shows amounts collected by Hallowvia. For Mexico, the methods currently used are DDP: import duties and Mexican VAT (IVA) are covered as part of shipping. In the normal course of delivery, the recipient should not be asked for more money. If that happens exceptionally, contact us before paying so we can investigate.

Sizing

How do I choose the right size?

Use the chart for the exact product and compare it with your measurements. See our Size Guide.

Why does the label show a different size from the one selected?

The label may show the manufacturer’s size, which can differ from the standard size offered on Hallowvia. This correspondence is intentional: use the standard size and measurements on the product page.

What if the size does not fit?

If the item matches the ordered size, chart and stated measurements, request an unsuitable-size return. If it does not match the information provided, report it as potentially non-conforming.

Who pays return shipping when a size does not fit?

Where the correct size was supplied and the stated information is accurate, the customer pays return shipping.

What if I received a genuinely incorrect size?

Email support@hallowvia.com with the order number and photographs of the product and its label, the packaging and shipping label. Hallowvia handles the conformity review.

Returns and product issues

Can I exchange a product?

We do not operate automatic exchanges. Return the item as instructed, receive the refund due, then place a new order.

Where should I send my return?

Contact us first. We will provide the French return address corresponding to Hallowvia’s Professional address – offices. Never use the address printed on the original parcel.

Does Hallowvia provide a return label?

Not for a change of mind or a correctly supplied size that does not fit. If a return is required for a confirmed defective, damaged, incomplete, incorrect or non-conforming product, it is arranged at no cost to the customer.

What if a product is defective, damaged or incomplete?

Send photographs or video of the product and photographs of the packaging and shipping label. Hallowvia remains your point of contact and may offer repair, replacement, a price reduction or refund, depending on the circumstances.

May I try on a costume before returning it?

Yes, reasonable trying-on is allowed. Return the complete product and keep tags, accessories and packaging where possible. Excessive handling may result in a reduction for diminished value.