RETURNS

MASQUERADE RETURNS POLICY

The following information applies to web purchased items only.
We ask that items are returned to us complete and in a saleable condition. We are not a manufacturer and as such all packaging must be returned in its original condition. If you have damaged your item or lost your packaging then we will unfortunately be unable to refund you.

Certain items are classed as hygiene items. These include wigs, make up, facial hair, under wear, hosiery, face paint and items designed to be used within a body orifice or on the face. Hygiene items can only be returned if they have not been opened or are faulty.

We ask that items are returned to us within 14 business days from the date you receive them. Returns received outside of this period may not be accepted. Your statutory rights are not affected.

We aim to process all returns within 3 business days of receipt and will contact you once your refund has been completed. We will refund the cost you have paid for the item. We are unable to refund outbound delivery costs.

The cost of returning your item to us is your responsibility unless agreed by us in writing, beforehand.

If you've received a faulty item or there has been a mistake with your order, please call or contact us and we will resolve this as quickly as possible.

Exchanging 

We are happy to exchange an item, for something else, or simply a different size.

With exchanges, there are two choices: 

1. Reorder and pay for the alternative item and return your item following our return procedure.

2. Return your item and specify the exchange you would like. Providing the item is in stock we will despatch the exchange on receipt of your return. We cannot guarantee stock availability when using this method. Exchanged items will only be posted via First Class postage. International exchanges will be required to pay for additional postage costs. Unfortunately, we are not able to dispatch exchange items until we receive the returned item. Your Statutory rights are not affected by this policy. For full details of our returns policy please see our terms and conditions.