***We must be notified of any returns by e-mail (or letter) PRIOR TO RETURNING within 7 working days and the mask(s) returned to us within 14 days. Failure to notify us within these time scales will result in a store credit note rather than a refund or, if you have already returned the mask to us, return of your parcel (subject to a re-shipping fee).
How to return
Please take the address sheet from the plastic wallet on top of the box, and refold to show our return address which is located at the bottom of the sheet. This sheet also has your order details & order number on which we will need to identify your order. Place the mask carefully back into the box ensuring it is in the same condition we sent it in and tape securely. If you have thrown the order sheet away, please include your name & order number inside the box. We highly recommend returning via a recorded service as this is the only way we can guarantee we will receive the parcel.
Refunds are given within 7 working days of the return date.
- If it’s not suitable – After notifying us of your return (as above), return the mask in the original packaging. A refund of the mask(s) will be given providing it has not been worn. Parcels returned after the alloted period or without prior notification will be subject to store credit or returned at your cost.
- If the item is faulty, please advise us via e-mail within 2 days of receipt & we will advise on how to return/exchange. Return in the original box with due care and attention, ensuring the faulty mask reaches us packaged as it was sent.
- If it arrived in a box that was clearly damaged on delivery:- Please check items thoroughly & if there is damage to the contents either:- refuse the parcel before signing (or sign as damaged) and Royal Mail will return it to us direct. If you accept the parcel and then find there is damage afterwards, please inform us by e-mail within 2 days of receipt) and send us photos of the box damage as it arrived and any damage to the contents. We will then require you to return the item to us in the original box so we can claim for compensation. Royal Mail will not give any compensation without the original box so please DON’T THROW AWAY THE PACKAGING. A refund of the items and return postage will be given in these cases, but not until we have received the photos and contents. If the existing box isn’t suitable to return the masks in then please send in a suitable alternative (similar to the original box as a minimum recommended size).
**Under the current long distance selling regulations, all returns are expected to be returned with due care and attention. This means returned in the original packaging where possible (see each section for requirements) and where the original packaging is not possible, a suitable alternative would be expected to ensure the return arrives in the condition it was sent in. If the mask/item is sent back in unsuitable packaging and damage is caused to the item because of this, you may not be liable for a refund and will be expected to claim for the damage cost through the postal service you shipped it with.
*Please note, the only trackable service is the Next Day service.
UK via Royal Mail
2nd class recorded £4.50 – takes between 2-6 days (occasionally longer!) from posting – not from ordering. Requires a signature
1st class recorded £4.99 – takes between 1-3 days (from posting – not from ordering but can take longer during holiday times.) Requires a signature
Next Day UK £6.99 – Requires a signature & cannot be left with an alternative address. This service is available Monday to Thursday when you order before 12 noon – with an additional service on the Friday to arrive the Monday. If you order Friday and want it to arrive the Saturday then you choose the Saturday service i.e
Next Day Saturday UK £11.99 – Order by 12noon on a Friday (we can occassionally post right up to 4pm but please contact us first to check) and it will arrive Saturday.
PLEASE NOTE WE RARELY POST OUT ON A SATURDAY SO IF YOU NEED A PARCEL FOR MONDAY AND ORDER FRIDAY NIGHT, PLEASE E-MAIL US TO CHECK IF WE CAN DO IT. This is because some of masks, even though in stock, are made up to order that day. Some require preparation and as the last posting time on a Saturday is 12 noon, we need advance notice to post out the same day.
£9.99 Europe - this is sent Airsure where possible, which is a part tracked service for security. It can take anywhere between 3-8 days to arrive depending on your country’s location and postal service.
£10.99 /£11.99 Everywhere Else – Also sent via Airsure where possible.
USA – takes approx 8-10 working days on average to arrive. Doesn’t require a signature but will be confirmed as delivered. This is not a guaranteed service and we cannot accept responsibility for any delays. It will be delivered via USPS.
AUS – takes approx 10-14 working days.
Now the long part:-
Occasionally, Royal Mail sometimes fail to deliver on time (even on guaranteed services such as Next Day) and in such cases, providing you can offer proof of delivery time, the postage may be reinbursable. We are not able, however, to offer any compensation for items not received in time as delivery is out of our hands. This applies to all of our postal services.
Can I have my parcel sent to a different address?
Yes. Please make sure that after you have submitted your card billing address on the payment page, you then enter a preferred delivery address on the delivery section. We can then deliver to your place of work or any other known address (with the exception of PO Boxes) where someone is able to sign for it.
If you are paying by Paypal and they do not let you enter an alternative address, please e-mail us at the same time as placing the order to confirm the correct delivery address.
When will my order arrive?
Once you have received the confirmation e-mail stating that we have received your order and that payment has been taken, your order has been officially accepted and will be sent out within 48 hours unless you have chosen our Next Day service or the order was placed after 1pm on a Friday (in which case Monday will be the earliest delivery date). If the estimated time has passed and you have still not received your parcel, then please contact us for further assistance.
Please note that we use the Post Office for our deliveries and therefore once dispatched, all delivery dates (except where next day delivery has been paid for) are estimated. We are unable to take responsibility for delivery times and would recommend you choosing the Next Day service if you require your item urgently.
My order hasn’t arrived, what do I do?
Firstly, if you have received a card from an attempted delivery, you should contact the number on the card as soon as possible to arrange re-delivery or to collect the parcel from your nearest local sorting office after the specified time on the card. They usually ask you to leave 4-6 hours from when the card was left to give them chance to return and register the parcel.
Occasionally it happens that they may forget to leave a card or that the postman leaves it with your neighbour, expecting them to inform you that they have the parcel and again, not leaving a card explaining where it is. This happens more regularly than you might think, so please check with your neighbours first to ensure they are not holding your parcel.
Lastly, if you waited beyond the expected delivery times and the delivery hasn’t been attempted, please contact your local sorting office in case it has been returned there or contact Royal Mail on: 0845 774 0740
What Postal Services do you offer?
All our parcels are sent out Second Class Recorded Delivery as our standard service, unless a faster option has been chosed. Parcels sent this way are not guaranteed by the post office to arrive within a certain time scale and we are not able to track them. They usually quote anything up to ten days maximum delivery for this service, so if you require your parcel urgently, then please choose next day delivery service.
Please note that we accept no liability if delivery is not made due to the recipient not being available and therefore recommend sending your order to an address where someone will be able to sign for it. All deliveries are made Monday to Friday unless a specific Saturday postal service has been requested.
Further Returns Information:-
Under the distance selling regulations, you are entitled to a 7 day ‘cooling off’ period (which starts from the delivery date) in which you can confirm you no longer wish to keep our goods. You must inform us of your intentions to return the item within the 7 days or on the 7th day at the latest in writing, either by post or e-mail before posting. Postage for the return must be paid by yourself unless the item is faulty, in which case please return the item via 2nd class recorded postage (unless agreed otherwise). General postage refunds will only be given at our lowest standard rate and doesn’t include our 1st class or Express services (such as Next Day by 9 or 1pm and Saturday delivery).
Please ensure that the item is then returned to us safely within 14 days, and that whilst in your possession, you will take every care and attention to ensure it remains in the same condition as it was delivered to you i.e. in the original packaging (where possible) and unused. Any item returned that is found to be damaged due to inappropriate packing, marked from make-up or mishandling, will not be elligible for a full refund. (this includes screwed up ties from having been worn, smelling of perfume or fragrance etc).
If you receive an item where the box has been visibly damaged upon delivery, please check the contents and if there is any damage, please note this on the form you sign. You then have 48 hours to report the damage to us and have the option of returning the item for a full refund or for the item to be repaired (or replaced if it is one of our regular lines).
Please note: Due to the delicate nature of these products, we would highly recommend that they are handled with clean hands and all make-up is removed prior to trying them on. Taking care this way will ensure any returns are not hindered from being classed as ‘worn’ if they are returned dirty for we cannot re-sell them once they are.
Items that have been altered from an existing product on the website (this includes adding sticks or changing the colour where we wouldn’t normally sell that product with the changes) or a new item made to your personal specification are not liable for a refund and are exempt from the current returns policy.
Masque Boutique, 2 Elm Street, Shrewsbury, Shropshire, SY1 2PU