Refund policy

We hope you love your items and appreciate you shopping with us! In the event you are not satisfied with your purchase, please take a moment to review our return policy. This policy forms part of our Terms of Service and should be read in conjunction with our Terms of Service, which govern all purchases made through Masquerade Store.

Processing Time:

Orders placed after 9 AM will be processed on the next business day, excluding major holidays. Delivery timeframes provided by USPS and UPS do not include processing time.

Carrier-Estimated Timeframes:

Shipping times for USPS and UPS are estimates only and are not guaranteed. Delays due to weather, holidays, high-volume periods, or carrier issues are beyond our control.

Shipping & Transit Delays:

Masquerade Store is not responsible for delays caused by the shipping carrier, weather conditions, natural events, customs inspections, high-volume holiday traffic, or any circumstances outside of our control. Once your order has been handed to the carrier, delivery timelines become estimates only and not guarantees.

No Refunds for Carrier Delays: 

Because transit delays are outside of our control, we do not offer refunds, cancellations, or reimbursement of shipping costs due to late delivery, missed events, or rerouting by the carrier. USPS, UPS, and international carriers do not provide money-back guarantees for weather-related or operational delays, and therefore we cannot issue compensation for these situations.

Tracking Issues & Misrouting: 

In rare cases, carriers may misroute, re-scan, or temporarily hold packages. This does not qualify for a refund. We will always assist you in tracking your shipment, but responsibility for transit rests with the shipping carrier.

Time-Sensitive Orders:

If you have a hard deadline (events, parties, ceremonies), please contact us before placing your order so we can recommend the best shipping method. Choosing expedited shipping does not guarantee an exact arrival date and is subject to carrier performance.

Guaranteed Delivery Options (Domestic Within USA):

Only Overnight Next Day Air and USPS Priority Mail Express offer guaranteed delivery. However, customers must allow one business day for processing. If you need same-day processing for overnight delivery, please contact us at 646-724-4338 after placing your order, and we will accommodate your request.

Delivery Failures:

Please note Overnight shipping options are the only guaranteed delivery services. We are not responsible for delays, lost or stolen mail and do not offer refunds for carrier failures including events beyond carrier or our control (force Majeure) 

Exchanges:

Eligible items may be exchanged one time only, subject to approval and the requirements outlined below. Customers requesting an exchange are encouraged to place a new order for the desired item to ensure availability. Once the original item is received and inspected (where applicable), the approved exchange will be processed in accordance with this policy.

The fastest way to ensure you get what you want right away is to make a separate purchase for the new item and to return the item you have for a refund within 5 days of receipt.

Exchange Value:

Exchanges are limited to items of equal value. If the replacement item has a higher purchase price, the customer is responsible for paying the price difference and any applicable shipping charges. If the replacement item has a lower purchase price, the remaining balance will be issued as store credit. Store credit has no cash value, is non-transferable, and cannot be exchanged for a cash refund.

Returns: 

Due to the nature of our products being designed for one-time use, we do not offer returns on our items. Please review the following exceptions and rules.

All Collections are not returnable except for the following:

Customers are responsible for the return shipping method & costs.

  • We recommend selecting a shipping method with reliable tracking information to ensure that your return package arrives at our facility safely.
  • Please provide either a copy of the original email receipt, or a piece of paper with your name and order number in the package to ensure a quick, and easy return process.

To initiate a return, please follow these steps:

  1. Please submit your request through your account order page within 2 days of receiving your order, using the email address used to place the order to login to your account.
  2. If an exchange is needed we encourage the customer to place a new order for the item(s) needed and return the other item(s) postmarked within 2 days of receipt.
  3. Our team will review your request and approve your return request. 
  4. Where a return is not permitted under this policy, an approved exchange (if applicable) will be processed in accordance with the Exchange Value terms above.

Restocking Fee:

There is a $7.00 minimum restocking fee. A 25% of the original purchase price or $7/item whichever is greater, will be applied to all eligible returns. This is to discourage the practice of using our products for a brief period and then returning them. This policy helps maintain the integrity of our return process, ensures fairness to all our customers, and allows us to continue offering competitive pricing and quality products. The restocking fee will be deducted from the refund issued for the returned item. Please note that original shipping charges are not refundable.

PLEASE NOTE: Orders placed through TikTok, Pinterest, Instagram Shop, Facebook Shop are not eligible to be returns through the account order page. Should you wish to make a return, please ensure your items meet our eligibility requirements (listed below) and email us at hello@masqueradestore.com

Cancellation Policy: 

We cannot cancel and refund orders once payment has been submitted. This applies to all orders, including standard, bulk, group, and custom designs.

No Cancellations After Checkout: 

Submitting payment confirms that you agree to these terms. By placing an order and submitting payment, you acknowledge that you have read and agree to this Return & Refund Policy as well as our Terms of Service. Please review your order carefully before completing checkout, as we are unable to reverse or cancel any order once it has been placed.

Event Cancellations or Postponements: 

We understand that unforeseen situations and event changes can occur; however, we cannot offer cancellations or refunds due to event postponements, venue changes, weather issues, illness, or any external circumstances. Our production and fulfillment schedule continues once the order is placed.

Accuracy of Shipping Information: 

Please ensure all shipping details are correct at checkout. We are not able to cancel or refund orders placed with incorrect addresses or incomplete information.

Refunds:

The funds will be returned to the payment method you used during checkout. It typically takes 3 to 5 business days for the refund to arrive, depending on the payment method used and your bank.

European Union 14 day cooling off period:

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Questions

We appreciate your understanding and support in making our return process fair and sustainable for everyone. For additional information regarding your rights and obligations when purchasing from Masquerade Store, please refer to our Terms of Service. If you have any questions or concerns about our return policy, please email our customer support team at hello@masqueradestore.com or Contact Us!