Frequently Asked Questions when buying our masks
Here we have tried to list some of the questions frequently asked by previous customers. If the answer to your question is not here please email firstname.lastname@example.org
Q. How do I know if my mask will fit?
A. All mask sizes are shown on the description page. There is some flexibility in the mask, however, should you receive your mask and it does not fit then returns are accepted providing the seals have not been broken. Please see our Returns Policy
Q. I wear glasses, what are my options?
A. You can either have your mask on a stick or you can select from our range of masks specifically designed to be attached to the frames of your glasses. If you don't want to hold your mask on a stick at the Ball then take a look here at your options
Q. Can i have a stick attached to any mask I choose?
A. Most of our masks have the option of us attaching a stick. Simply select Yes from the drop down menu on the product page. If there is no drop down menu then we have assesed that these masks are either not suitable for a stick or simply do not look good on sticks. If we don't offer the option of attaching a stick on your chosen product then you can buy the stick loose and attach it yourself
Q. I have purchased a stick to attach to a mask and am unsure how to go about this?
A. If you go to our blog page you will find various helpful articles surrounding masquerade balls. We have created a step by step guide with a video to assist you in how to attach your stick to your mask
Q. Is there a minimum order?
A. No. However, please remember we only charge one postage regardless of the number of masks you purchase, therefore, if you can get together with a friend and place one order you will be saving on the postage
Q. Do you supply masks wholesale
A. Yes. If you are an event company, cruise ship, hotel, charity organiser, retail shop looking to stock Venetian masks, or want more than 20 masks then click here
Q. How much is my mask in USD or EURO's?
A. By default our prices are in GBP. If you want to purchase in another currency then please click the flag at the top of the page and select your chosen currency
Q. What is the cost of postage?
A. Postage is FREE on all orders over £250. For orders under £250 we charge a flat rate of £5 per order for all items dispatched to a UK address and £9.95 per order for all items dispatched in Europe and £12.95 for all International orders, unless order is over £250, then the charge is reduced by £5.00 per order. All items are sent using a traceable service and are sent fully insured. A signature will always be required on delivery
Q. Do you offer Next Day Guaranteed?
A. Yes. For UK the cost is £9. If this is required please select this option on checkout. All orders placed before 1pm (UK Time Monday - Friday) will be dispatched same day. All orders after this time will be dispatched next working day.
PLEASE NOTE: This service is next working day and does not include weekends or Bank Holidays. If you require your masks delivered on a Saturday please select "Saturday Guaranteed" postage option on checkout
Q. I am outside the UK but need my mask urgently?
A. We can do this. The service we would use is Fedex. Fedex Economy, costing GBP £35, takes 3-5 working days and Fedex Express, costing GBP £55, takes 2-3 working days. Both these options can be selected on checkout
Q. I need my mask delivered on Saturday?
A. We can do this. Simply select "Saturday Guaranteed" postage option on checkout. Please note this is a UK service only
Q. How can I pay for my masks?
A. We accept payment by with all major Debit or Credit cards, including American Express. We also accept PayPal
Q. Can I purchase over the phone?
A. Yes. Call 01189474114 to process your order over the phone
Q. What is your policy on returns?
A. Please see Returns Policy for instructions
Q. What if my mask is lost or damaged during in the post?
A. All masks are sent fully insured and therefore if lost a full refund will be issued. If your mask arrives damaged please contact us immediately. If the packaging is damaged please state as such when signing for the item. This will enable us to make a claim quicker
Q. The item / colour I want does not appear to be available?
A. Use the Contact Us enquiry form detailing which mask you are after and the colouring you would like and we will reply within 24 hours (excluding bank holidays and weekends)
Q. Is the Masquerade Mask I see in the image the one I am going to get?
A. All our masks are genuine handmade Venetian masks and as such may differ very slightly from the image you see. However, the difference will not be significant and if you are not happy with your purchase we do offer a full money back guarantee. Please see our “Returns Policy” for further details
Q. How long will my mask take to arrive?
A. Masks are dispatched within 24 hours of payment being received (excluding weekends and bank holidays)
For UK orders delivery should be within 2-7 days (unless Next Day Guarantee has been selected)
For International orders delivery should be within 5-10 days depending on where in the world you are
Q. Can I order my masks over the phone?
A. Yes, orders can be taken over the phone. You can also pay using your card over the phone if you prefer not to enter your card details online. Our office hours are Monday to Friday 9.00am to 17.00pm (GMT) Our telephone number is 01189474114
If the answer to your question is not here please use the "Contact Us" form at the top of the page and we will get back to you within 24 hours or if you want an answer fast then please call us