FAQ
About Us & Our Service
1. Who are we?
We are a global online retailer specializing in high‑quality Halloween costumes, decorations, accessories, and novelty items. We are dedicated to bringing spooky fun to customers worldwide.
2. Where do you ship from?
We ship from our central warehouse in Hong Kong, ensuring fast and reliable delivery across Asia and beyond.
3. To which countries do you deliver?
We offer worldwide delivery to most countries. If you’re unsure, please contact us before ordering.
Payment & Security
4. What payment methods do you accept?
We accept all major credit cards (Visa, Mastercard, American Express, etc.) and PayPal.
5. Are there any additional taxes or fees at checkout?
No – the price you see at checkout is the final price you pay. We do not charge any additional sales tax, but import duties may apply for international orders (see Shipping Policy).
6. Is my payment information secure?
Absolutely. Our website is secured with SSL encryption and is fully compliant with the PCI‑DSS standard, ensuring the highest level of security for your personal and payment data.
Shipping & Delivery
7. What shipping methods do you use?
We use reliable, trackable courier services for all orders.
8. How can I track my order?
Once your order is shipped, you will receive a confirmation email containing a tracking number and a direct link to monitor your package's journey in real‑time.
9. How long does delivery take within Asia?
For orders delivered within Asia, typical delivery times are 3‑7 working days.
10. How long does international delivery take?
Global delivery times vary by destination, generally ranging between 5 to 20 working days. For regions outside major hubs, delivery may take up to 20 working days.
11. Do you ship from within the EU?
No, our warehouse is in Hong Kong. However, we handle all customs paperwork to minimize delays.
Returns & Refunds
12. What is your return policy?
We offer a 30‑day return period from the date of delivery. Items must be in their original, unworn condition with all tags attached. Some items (customized, seasonal, or hygiene‑sensitive) are non‑returnable – please see our full Return Policy for details.
13. How do I initiate a return?
Please contact our customer service team via email at service@chenkecl.com to request a return authorization and instructions.
14. How long does it take to process a refund?
Once we receive the returned item, refunds are processed within 3‑5 business days.
15. How will I receive my refund?
All refunds are issued back to the original payment method used for the purchase.
16. What if I receive a defective or incorrect item?
Please contact us within 48 hours of delivery at service@chenkecl.com with clear photos of the issue. We will arrange a replacement or a full refund, including any return shipping costs.
Product Quality & Sizing
17. What materials are your costumes made from?
Our costumes are crafted from high‑quality, comfortable fabrics – most are polyester blends with moisture‑wicking properties, but each product description includes specific material details.
18. What sizes do you offer?
We offer a comprehensive range of sizes including Adult (S‑XXL) and Kids (XS‑XL). Some items also come in plus sizes – please check the individual product page.
19. Do you carry costumes for women and men?
Yes, we have dedicated fits and styles for all genders, as well as unisex options.
20. How do I find the right size?
A detailed size chart is available on every product page. We recommend checking this chart against your measurements before ordering.
Customization & Personalization
21. Do you offer customization (e.g., adding a name or message)?
For select costume items and accessories, we offer personalization (e.g., embroidery or printing). Customization options are shown on the product page.
22. How long does customization take?
Standard customization adds 2‑3 working days to our processing time. During peak seasons (e.g., October), this may extend up to 5 working days.
23. Can I return a customized item?
Due to their personalized nature, customized items are final sale and cannot be returned unless they are defective or incorrectly made by us (see question 16).
Contact & Bulk Orders
24. How can I contact customer service?
For any pre‑sale or after‑sale inquiries, please email us at service@chenkecl.com. We typically respond within 24 hours.
25. Do you offer discounts for bulk purchases?
Yes, we provide special pricing for orders of 10 items or more. Please contact us at service@chenkecl.com for a quote.
26. I have a question not covered here.
For all other questions, our customer service team is ready to assist. Reach out to us anytime at service@chenkecl.com.
General
27. What if my package is lost or stuck in transit?
As we use fully trackable services, we can monitor your shipment with you. Please contact us with your order number, and we will investigate with the carrier.
28. When will my order be processed?
Orders are processed promptly after payment confirmation. Customized orders begin production immediately upon confirmation.
29. Can I change or cancel my order after placing it?
Please contact us immediately at service@chenkecl.com. We can only modify or cancel an order if it has not yet entered the processing or customization stage.
Pumpkin Haunt Team
CHENKE CHOICE LIMITED
WORKSHOP 251 ON 3RD FLOOR, JOIN‑IN HANG SING CENTRE,
NOS. 2‑16 KWAI FUNG CRESCENT, KWAI CHUNG, HONG KONG
Email: service@chenkecl.com