Return Policy
We want what you ordered to be right for your production. If it isn't, here's exactly how returns and exchanges work — please read before sending anything back.
The 30-day window
Our return and exchange policy runs 30 days from your purchase. Once 30 days have passed, we're unable to offer an exchange.
What we can exchange
To be eligible, an item must be unused, in the same condition you received it, and in its original packaging. We replace items that are defective or damaged; if you need the same item, email us first and we'll arrange it.
What we can't accept
For health and safety, we can't accept worn or used items. Specifically, there are no returns or exchanges on makeup, fabrics or trims, special orders, wigs, dancewear, teeth, video, CDs/tapes, parasols, shoes, books, lingerie, hose, intimate items, or anything that appears to have been used. This list isn't exclusive and may change. We also can't accept returns on cut merchandise, special orders, or custom fabrication.
A note on fabric: colours vary between dye lots and across monitors, so order a sample for review before committing. Once fabric has been altered or cut, we can't issue credit or a replacement.
Defective or damaged items
We'll replace or repair defective products at our discretion. All defective items must be returned within 30 days of the invoice date.
Errors and shortages
We work to process orders quickly and accurately, but errors do happen. Call us within 5 days of receiving your order if anything is wrong or missing — we can't take responsibility for errors or shortages reported more than 15 days after the invoice date. Fabric shortages must be reported immediately; we can't issue credit or a replacement once fabric has been cut or altered.
How refunds work
Once we receive and inspect your return, we'll email to confirm it arrived and let you know whether your refund is approved. Approved refunds are applied automatically to your original payment method within 14 days.
Closeout and sale items
Only regular-priced items are eligible for a refund. Closeout and sale items can't be refunded.
How to start a return
No return is accepted without prior approval. To request one, email info@theatrehouse.com with your purchaser name, invoice and/or order number, invoice date, the nature of the problem, and your original packing list or invoice. All return shipping costs must be prepaid — we're sorry, but we can't accept CODs.
Where to send returns
Mail approved returns to:
Theatre House
4025 S Mason St, Ste B
Fort Collins, CO 80525
You're responsible for return shipping, and shipping costs are non-refundable. For anything over $75, consider a trackable service or shipping insurance — we can't guarantee we'll receive an untracked return.
Questions?
We're at info@theatrehouse.com or 800.827.2414.