Delivery Returns and Refunds


All orders up to 12noon are dispatched same day. If there are any problems with your order we will contact you via the email provided on checkout



14 Day Home Approval

You have bought your mask, or are thinking about buying a selection of masks for your masked ball. This is what you need to know

All masks carry a no quibble guarantee of replacement or refund if you are not entirely happy with your purchase. You can buy a selection of masks for choice and return the ones that are not suitable, providing the following rules are followed:

All masks, except our blank undecorated masks and any customised masks (see below) are tagged and bagged. Do not remove the tags unless you wish to purchase. Your right to return and refund on our 14 day home approval period will be lost if any of the tags are removed.

Do not try on the mask wearing makeup or perfumed products, this includes, but is not limited to, foundation, tinted moisturiser, mascara, blusher, lipstick. Again, your right to return and refund is lost if the items are shown to have traces of any of these products

Returns must be made within 14 days of receipt of your order to qualify for a refund. After this 14 day period, we will offer an exchange, credit note or refund less £5 restocking charge per mask, up to 28 days from the date of receipt. 

Once this 28 day period has passed we have the right to refuse returns of any unwanted masks




Returns Address 

Returns must be sent, in original packaging, or in appropriate packaging to ensure the goods arrive with us in their original condition, using a trackable service to:

    NG5 3BG

Please include a copy of your invoice or a note of your order number and surname of purchaser in the box

Items must be unused, in a perfect resalable condition, with all tags still attached 

Return postage costs are payable by the customer

If you are returning from outside the EU then please complete the Customs documents as "RETURNS". Failure to do this will result in the item being held in UK Customs pending payment of taxes. We will not pay the taxes on returns due to incorrect completion of Customs documents. Failure to do this could result in your refund being delayed


Damaged Items 

All items are checked before dispatch, however, if you product is damaged upon receipt please contact us immediately.

If the packaging is damaged please mark the receipt “DAMAGED” when signing for your item, to enable us to make a claim

If, upon receipt, your mask is found to be damaged then please contact us within 48 hours of receipt by emailing explaining the problem and, if possible, attaching a photo.

Depending on your preference, we will rectify this by sending a replacement, alternatively, if there is not enough time and you would prefer a refund then the damaged mask needs to be returned within 3 days of receipt. 

This can be done via a DPD Drop off Shop using a prepaid label or via Royal Mail. Please make your preference known when emailing us and we will send you the appropriate returns label, together with full instructions.

We always refund return postage costs for damaged items 



Refunds will be issued within 5 working days of receipt of goods. Goods will be inspected to ensure that they are in the same condition as sent. Any problems we will email you within 48 hours of receipt

When your refund is processed an automatic email is sent detailing the amount of refund. Please make sure you have added as a safe sender to ensure our correspondence does not end up in your junk mail

Refunds are only issued for the cost of the mask. Postage costs and costs of customising, e.g. attaching a stick are non-refundable. 

If your order qualified for FREE postage and you subsequently return items, to bring the order below the qualifying spend, then the cost of standard postage (£4.65 UK or £12 ROW or £22 for DHL Free Shipping) will be deducted from your refund

If masks are damaged, worn or not in the same condition as received then we will email you within 48 hours of receipt detailing the problem. If you are unhappy with our evidence, and our reasoning, then please state your case by replying to this email. If we do not hear from you within seven days after sending this email the items will be disposed of and the matter will be considered closed

Please do not enter into a dispute with our orders department. If, after stating your case, you are unhappy with our response then contact and we will look into the problem


Masks on Sticks and Undecorated Masks

All masks on sticks are considered customized masks, and, as such, are sent out in clear heat sealed bags. This enables you to see your mask and check you like it. Please ensure that you are happy with your purchase and the mask is in good order before you break these seals. If there is a problem please email within 24 hours of receipt

If you choose the option for a stick to be attached to your mask this is classed as a customization of goods and we have the right to refuse a refund. However, should you decide to return the mask, we will issue a refund for the cost of the mask, assuming the seals on the bag are not broken, but not the cost of attaching the stick.

Sticks are securely attached using strong glue and tape. Do not attempt to remove the stick if you are going to return

If you cannot decide which masks to choose and want to purchase a selection of masks for home approval then we would suggest you purchase the masks and sticks separately (assuming you are looking for a handheld mask) as this can prove expensive if you subsequently want to return customized masks.

A video of how to attach the sticks to our masks can be found on our Blog 

If you would prefer to create your own unique design then we have all our Venetian characters available in raw blank white form. They all have ties loosely attached to enable you to remove them for decorating. These masks can be worn without decorating, however, you will need to securely attach the ties before wearing. Our blank masks are bagged and sealed so that you can check you like the mask before opening it and decorating it. Do not break the seals on the bags of the undecorated blank masks, as your right to return will be lost if you do


Non Deliverable or Unclaimed Orders

If an order is returned, refused or unclaimed by the customer due to customer refusal, customer negligence/absence, or customer providing incorrect shipping information, we will refund you the cost of your purchase less a £10 charge upon return of the goods.

This is the charge levied by our couriers for the relabeling and return of items left unclaimed, refused or undelivered

Original postage costs paid will not be refunded. If you order qualified for free postage then the standard charge of £4.65 UK or £12 ROW will also be deducted from your refund

Incorrect or Missing Items

In the event of you receiving an incorrect item please notify us within 48 hours by emailing and we will arrange for this to be rectified.

If you remove the tags on the masks, wear or use the masks, it will be considered that you accept these as a replacement to your original order

If there are items missing from your order please email within 24 hours of receipt detailing the missing items and we will look into this as a matter of urgency


Other Useful Information

If your items were packaged in the reusable gift boxes then please send any returns using these boxes. If you have purchased a selection of masks then you can keep the box for storage of your chosen mask. Returns must be sent using a strong sturdy box to protect the masks. Keeping the gift box, and returning ALL masks in the order, will result in a £5 charge per box

If your order has qualified for a discount, this shall no longer apply if the items that you are returning result in the order value falling below the threshold criteria to qualify for the discount. The discounted products must therefore either be returned or they shall be charged at the full recommended retail price

If you return ALL of your order then any free masks received under various offers we run must be returned unused along with your returns. If free gifts are not returned the full retail cost of these items will be deducted from the refund. If you only return part of your order then any free gifts are yours to keep

If your order qualified for FREE postage and you subsequently return items, to bring the order below the qualifying spend, then the cost of standard postage (£4.65 UK or £12 ROW) will be deducted from your refund

Your statutory rights are not affected

Feel free to email our team on if you wish to discuss any of the above or have any questions that we have not answered here