Returns & Refunds

Our 7 Day Money Back Guarantee protects all purchases made from our website, not including costumes, masks, makeup, contact lens or wigs.

Returns Policy

  1. No Claims recognised after 7 days from the date of delivery.
  2. All items must be returned within 14 days of original order being placed.
  3. Items must be returned unopened, and with original packaging intact where applicable.
  4. All items must be returned via registered post to the following address:
    • Lombard The Paper People
    • Att: Web Orders
    • 11 Harrick Road, Keilor Park
    • Victoria 3042, Australia

Please keep the appropriate proof of return, otherwise if the returned item goes missing in transit to us, we will deem you not to have returned the item.

To initiate a return please email us at: including the following information:

  • Your document number
  • A brief description of the problem

All requests will receive an email confirmation and if applicable a Return Authorisation Number. You must include the Return Authorisation Number clearly on the outside of the return package.

Costumes, Masks, Makeup, Contact Lens & Wigs

Please choose carefully, due to health regulations, we do not provide refunds or exchanges on costumes, masks, makeup, contact lens & wigs, unless the goods are faulty, are unfit for their purpose or do not meet specifications.


All refunds for orders placed at are credited back to the original credit card on which the order was purchased. Refunds are for the cost of merchandise only and do not include postage and handling charges.

Lombard Party Hire Cancellation Policy

Cancellation Policy

Cancellation of your hire order up to 24 hours before the scheduled hire day will incur a 20% Cancellation Fee. Cancellation of your order within 24 hours of the hire day will incur a 50% Cancellation Fee.


If due to unforeseen circumstances you are unable to hold your event you may postpone your order for up to 6 months without penalty. Cancellation during this period will incur a 50% Cancellation Fee. After 6 months 50% Cancellation Fee applies to any refund.

Lombard The Paper People reserves the right to make changes to these terms and conditions without notice.